RETURNS AND REFUNDS POLICY
Last updated: November 2025
Our Return Philosophy
At SIWF, we want you to love your purchase. However, we understand that sometimes a product may not meet your expectations. This policy explains how to return items and receive a refund or store credit.
Important: Because we offer free worldwide shipping on all orders, return shipping costs are the customer's responsibility except in cases of manufacturing defects or errors attributable to SIWF.
1. Return Eligibility
You may return items if:
- The request is made within 30 days of receiving your order
- Items are unworn, unwashed, and in original condition
- All original tags and labels are attached
- Original packaging is intact (when applicable)
- You have received prior authorization from SIWF
Items that CANNOT be returned:
- Personalized or custom-made products
- Underwear, swimwear, or intimate apparel (for hygiene reasons, unless defective)
- Items without tags or in worn/used condition
- Products returned without prior authorization
- Items damaged by customer misuse
2. Return Process - MANDATORY STEPS
STEP 1: Submit Return Request (REQUIRED)
Before sending anything back, you must complete our online return form:
Go to: https://siwf.shop/return-photos
Provide the following information:
- Your full name
- Email address used for order
- Order number
- Item(s) you wish to return
- Reason for return (see categories below)
- Clear photos of the product(s) showing:
- Front and back views
- All tags still attached
- Any defects (if applicable)
- Original packaging
Return Reasons Categories:
- Size Issue: Item too small or too large
- Style/Fit: Item doesn't fit as expected or doesn't suit me
- Quality Concern: Manufacturing defect or quality issue
- Wrong Item: Received incorrect item
- Changed Mind: No longer want the item
- Other: Please specify
STEP 2: Wait for Authorization
Our customer service team will review your request within 48 business hours and send you:
- âś… Approval with return instructions and return address
- ❌ Rejection with explanation (if item is not eligible)
⚠️ DO NOT send items back without authorization. Unauthorized returns will not be refunded.
STEP 3: Ship Your Return
Once approved:
- Carefully package the item(s) in secure packaging
- Include a copy of your order confirmation (if available)
- Ship to the address provided in your authorization email
- Keep your tracking number - you'll need it
Recommended carriers: DHL, UPS, FedEx, or national postal service with tracking
STEP 4: Receive Your Refund or Store Credit
Once we receive and inspect your return (usually within 5-7 business days), we will:
- Send you an email confirming receipt
- Process your refund or store credit within 14 days
3. Refund Options
STORE CREDIT (Preferred Option)
When applicable:
- Size issues (ordered wrong size)
- Style/fit preferences (item doesn't suit you)
- Changed mind
- Any reason related to customer preference
Benefits:
- Free return shipping label provided (Europe only)
- 110% store credit value (10% bonus)
- Valid for 12 months
- Can be used on any future purchase
Example: If you return a €100 item, you receive a €110 store credit voucher.
MONETARY REFUND
When applicable:
- Manufacturing defect attributable to SIWF
- Wrong item received due to our error
- Item significantly different from description
- Damaged item received
Process:
- Refund to original payment method
- Full refund including original shipping costs (if defect confirmed)
- Free return shipping label provided
When NOT applicable (Store Credit only):
- Customer ordered wrong size
- Item doesn't fit customer's expectations
- Customer changed mind
- Style preference
Customer-Paid Return:
- If you prefer monetary refund for non-defect returns
- Return shipping costs are deducted from refund amount
- No bonus credit applied
4. Return Shipping Costs
Customer Pays Return Shipping:
- Size issues
- Style/fit preferences
- Changed mind
- Any non-defect related returns
SIWF Pays Return Shipping:
- Manufacturing defects
- Wrong item sent by SIWF
- Damaged item received
- Item significantly different from description
Estimated Return Shipping Costs:
- Europe: €8-15
- International: €15-40
Tip: Choose store credit option to get free return shipping (Europe) + 10% bonus!
5. Refund Processing Time
Inspection: 5-7 business days after receiving your return
Refund Processing: 5-10 business days after approval
Bank Processing: 3-5 business days (depends on your bank)
Total timeframe: Expect 14-21 days from the day we receive your return
You will receive email notifications at each stage:
- Return received
- Inspection completed
- Refund/credit issued
6. Defective or Incorrect Items
If you receive a defective or incorrect item:
Contact us immediately at contact@siwf.eu with:
- Order number
- Photos of the defect or wrong item
- Description of the issue
We will:
- Arrange immediate replacement or full refund
- Provide prepaid return label at no cost to you
- Expedite processing (priority handling)
No questions asked - if it's our error, we fix it immediately.
7. Exchanges
We currently do not offer direct exchanges. To exchange an item:
- Return the original item following this policy
- Place a new order for the desired item/size
Recommendation: Use store credit option for fastest exchange:
- Return original item → Receive 110% store credit within 14 days
- Use credit immediately for new purchase
8. International Returns
EU Customers: Returns follow the same process as outlined above. You benefit from EU consumer protection laws with a 30-day return window.
Non-EU Customers:
- Same return policy applies
- Return shipping costs may be higher
- Customs duties and taxes are non-refundable
- Check with your local postal service for best rates
Note: SIWF is not responsible for customs fees, duties, or taxes incurred during return shipping.
9. Refused or Undeliverable Returns
If your return package is:
- Sent without authorization
- Refused at our warehouse
- Returned to sender by carrier
- Lost in transit (without tracking)
We cannot process a refund. Always:
- Get authorization first
- Use tracked shipping
- Keep your tracking receipt
10. Late or Missing Refunds
If you haven't received your refund within 21 days:
- Check your bank account/credit card statement again
- Contact your bank - processing times vary
- Contact us at contact@siwf.eu with:
- Order number
- Return tracking number
- Date return was delivered
We'll investigate immediately and resolve within 48 hours.
11. Final Sale Items
Items marked as "Final Sale" or purchased during special promotions may have different return conditions:
- Clearly indicated on product page at time of purchase
- May be exchange-only or non-returnable
- Check product details before purchasing
12. SIWF Delivery Guarantee - Special Note
Remember our unique delivery guarantee? If you received a discount voucher due to extended delivery time:
- Vouchers are separate from returns
- You can return items AND keep your delivery guarantee voucher
- Vouchers don't expire and can be used anytime
13. Damaged or Lost Packages
Package damaged during initial shipping:
- Contact us within 48 hours of delivery
- Provide photos of damaged box and item
- We'll send replacement or full refund immediately
Package lost during return shipping:
- If you used tracked shipping, we'll work with carrier to locate
- If no tracking, unfortunately we cannot process refund
- Always use tracked shipping for returns
14. Contact Us
For Return Questions or Issues:
Email: contact@siwf.eu
Subject Line: "Return Request - Order #[your order number]"
Our customer service team responds within:
- 24 hours (weekdays)
- 48 hours (weekends/holidays)
We're here to help! If you have any concerns about your return, don't hesitate to reach out before shipping anything back.