Returns and complaints

Returns

In accordance with applicable law and §8 of our Terms and Conditions, as a Consumer, you have the right to withdraw from a distance sales contract without giving any reason within 14 calendar days from the date you receive the Goods. The returned product must have its original tags and show no signs of wear.

How to make a return?

  1. Print and complete the return form and attach it to the package with the returned product.
    DOWNLOAD THE FORM

    You have 14 calendar days from the date of receipt of the shipment to send back the returned product.
  2. Send the parcel to the following address:

    Swallow Story
    Aleja Rzeczypospolitej 12/4
    02-972 Warsaw
    e-mail: hello@swallowstory.com
    phone no.: +48 577568159

    Important: According to §8 section 4 of our Terms and Conditions, you bear the direct cost of returning the Goods (shipping costs to us). We do not provide return labels at our expense in the case of withdrawal from the contract. We do not accept parcels sent to us cash on delivery.
  3. Once your return has been accepted, your refund will be made within 14 business days to the same account from which the payment was made.

If you have any questions, please contact us: hello@swallowstory.com

Complaints (Damages, Defects, Non-conformity of Goods with the Contract)

1. Order Inspection: According to §4 section 8 of our Terms and Conditions, please check the condition of the shipment packaging upon delivery. If damage is found during transport, we recommend creating a damage report in the courier's presence or otherwise documenting the issue and contacting us promptly. Please also check the contents of the shipment immediately after receipt.

2. Submitting a Complaint: If the received Goods are defective, damaged, not as described, or you received the wrong product, you have the right to file a complaint in accordance with §9 of our Terms and Conditions. Please contact us immediately, describing the issue:

    e-mail: hello@swallowstory.com

3. Seller’s Responsibility: We are responsible for any lack of conformity of the Goods with the contract existing at the time of delivery and revealed within two years from that moment.

4. Complaint Review: We will review your complaint within 14 calendar days of receiving it and inform you of our decision and the next steps.

5. Complaint Costs: In the case of an accepted complaint, we will cover the costs related to collecting the defective Goods, repairing or replacing them, and reshipping them to you (§9 section 9 of the Terms and Conditions).

6.  If you need to send a product back under a complaint, please send it to the following address:

Swallow Story
Aleja Rzeczypospolitej 12/4
02-972 Warsaw
e-mail: hello@swallowstory.com
phone no.: +48 577568159