Delivery Information

Your parcel can be delivered wherever you decide: at home, on holiday or even to your workplace. In order for you to receive your goods in the best condition with minimal time delays, we mainly use Royal Mail, DPD, DHL & APC as our couriers of choice.

Please note that medium to large orders will usually require a signature to acknowledge receipt of the delivery. The signature of the person accepting delivery at the address will be proof that safe delivery of the order has been received.

Deliveries to the United Kingdom

For deliveries inside the United Kingdom, our delivery charge includes all relevant fees & taxes. Please see our current delivery options below:

• FREE Standard Delivery (Excluding Restricted Postcodes)

• Delivery within 2-4 working days from despatch (excluding bank holidays and weekends)
• Please allow up to 14 working days for large items such as furniture
  
  

• £25.99 Standard Delivery (Restricted Postcodes)

• The following postcodes are classed as restricted: AB, IV, KW, PA20-PA78, PH, HS, KA27-KA28, ZE, PO30-PO41, IM, JE, GY, BT, TR21-TR25
  
• Delivery within 5-10 working days from despatch (excluding bank holidays and weekends)
• Please allow up to 14 working days for large items such as furniture

International deliveries

When purchasing from our website for delivery outside of the United Kingdom you are effectively becoming an importer and charges may apply to goods bought shopping online from the UK. You will likely have to pay customs duty and taxes when they enter the recipient country and the goods may be held by the Customs Authority at entry, pending the payment of any duties and tax incurred.

We use DHL Express as our preferred courier for all international deliveries. It is the customers responsibility to ensure that their order does not contain anything which could be termed as prohibited within the recipient country. The customer is also responsible for all local taxes, duties & customs clearance fee's incurred during shipping on international orders.

International Deliveries to the European Union

As of 01/01/2021 when purchasing from our website for delivery to the European Union you are effectively becoming an importer and the same charges that apply to goods bought online from non-EU retailers now apply to online shopping from the UK. If the total order value is above €150, you will likely have to pay customs duty and value added tax (VAT) when they enter the EU and the goods would normally be held by the Customs Authority at entry, pending the payment of any duties and tax incurred. The courier company may also charge an admin processing fee which can range between

For more information, please click here for the latest information from the European Commision.

You can also view their factsheet here for more information on the charges you may have to pay when online shopping from our UK website.

Please note that the customer is responsible for all local taxes, duties & customs clearance fee's incurred during shipping on orders to European Union countries.

International Deliveries to the rest of the world

When purchasing from our website for delivery outside of the United Kingdom and to countries outside the European Union, you are effectively also becoming an importer and charges may apply to goods bought shopping online from the UK. You will likely have to pay customs duty and taxes when they enter the recipient country and the goods may be held by the Customs Authority at entry, pending the payment of any duties and tax incurred.

Please note that the customer is responsible for all local taxes, duties & customs clearance fee's incurred during shipping on international orders.

Order Processing & Despatch Times

All orders are processed Monday through Friday between 09:00 & 17:00. Any orders placed outside of these hours, over the weekend, or on bank holidays will be processed on the next working day.

We do our best to provide accurate estimated delivery dates on all of our products. Please note that these are intended to be used as a guide only. If you are unsure of the estimated delivery time of a product you are looking to purchase, or have already ordered with us, please contact us and we will be happy to answer any questions you may have.

Missing Parcels

SawaSawa Online Limited does not accept any liability for any parcels which have been delivered but go missing. In the event that your parcel has gone missing, please contact us and we will do our best to help investigate with the courier as to the whereabouts of the missing parcel in order to resolve the matter as quickly as possible.

Returns & Refunds

To start a return, you can contact us at returns@sawasawaonline.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please allow up to 3 working days for a response from your initial request.

You can always contact us for any return question at returns@sawasawaonline.com.

Unwanted items

We have a 14-day return policy, which means you can return them within 14 calendar days. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Important: Where you are exercising your right to change your mind, you must cover the cost of the return in addition to a 10% restocking fee. These will be deducted from your final refund amount.

Faulty goods

Within 30 days of purchase, you may return a faulty product for an exchange or refund.

If your product goes faulty after 30 calendar days from purchase, you are eligible to request a repair within the 12 month warranty period which is provided by the manufacturer. Please note that faults caused by accident, neglect, misuse or cosmetic damage from normal wear and tear are not covered by your 12 month warranty.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can arrange a return or exchange of the product for you.

Exceptions / non-returnable items

We do not accept returns on made-to-order products unless faulty. Please get in touch if you have questions or concerns about your specific item.

We do not accept returns on gift cards.

Exchanges

The fastest way to exchange your item is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Alternatively, if you're happy to wait, we can arrange an exchange for you after we have received and inspected your returned item.

Refund Processing Time

You will automatically be refunded on your original payment method within 14 days once we’ve received and inspected your return. You will receive an email confirmation of your refund as soon as it has been processed by us.

Please be aware that it may take longer for your bank or credit card company to process the refund before it shows on your statement.