Refund policy

Order Changes, Cancellations & Shipping Requests

We start preparing your Sweako order right away so it can reach your family as quickly as possible! If you need to make a change, cancel your order, or request expedited shipping, please email us at support@sweako.com within 12 hours of placing it. After that window, your order will ship via standard shipping and we're no longer able to modify shipping speed or delivery preferences. Our team will always do our best to help with any special requests made within that 12-hour window.

Holiday Shipping (Christmas & New Year)

Due to the high volume of orders during the holiday season, we do everything we can to get packages out as quickly as possible. However, orders placed on or after December 1st are not eligible for refunds if they arrive after Christmas or New Year. We appreciate your understanding and encourage placing orders early to ensure timely delivery for the holidays. If you would like a refund, please see our Returns & Refunds section below. 

Damaged or Defective Items

We take great care in making sure every Sweako arrives in perfect shape. If yours arrives damaged or isn't working as it should, please email us at support@sweako.com within 7 days of receiving it. Just include your name, order number, and a few photos — and our team will personally make it right by sending you a replacement.

Items Delayed in Transit

Most Sweako orders arrive within about 10 business days. During November and December, delivery might take a little longer — thank you for your patience as we work to get your order to you as quickly as possible!

If your package still hasn't arrived after 4 weeks, please email us at support@sweako.com. We'll track it down and work with you on next steps. At that point, you may be eligible for either a replacement or a refund — please note that receiving a refund means a replacement will not be sent. Refunds will only be issued if the product cannot be delivered to your address within 2 weeks of the replacement being sent. 

If a replacement is shipped and also fails to deliver to the same address, we're unable to send additional replacements or issue a refund, as this typically indicates an address-related delivery issue. We recommend double-checking your address details and coordinating with your local carrier.

Returns & Refunds

If you've had a change of mind about your purchase and would like a refund, the product must be returned to our United Kingdom warehouse first. Return shipping is the customer's responsibility. Once we receive the returned item, we'll process your refund promptly.

If something isn't right with your order, please reach out within 7 days — we'll always do our best to make it right.

Lost or Stolen Packages

Once an order is confirmed as delivered to the address you provided at checkout, we're unfortunately unable to replace or refund it. That said, our team will happily share all tracking and carrier details to help you file a claim or follow up with your local delivery provider.