Refund policy
Returns, exchanges and cancellations
This page is a short summary of returns and cancellations. You can find the full terms in our terms of service.
100-day satisfaction guarantee
All Svala products come with a 100-day satisfaction guarantee, wherever you bought them. You can wear and wash the product as normal. If the product does not meet your expectations within 100 days, you can return it and you will get your money back. The guarantee does not apply to gift cards or to second-quality products sold at our factory shop.
Changing an order
We dispatch orders no later than the next working day. You can still change your order on the day you placed it, within customer service opening hours. If you want to change your order, contact customer service straight away.
Cancelling an order
In all cases, cancel your order in the cancellation portal using your order number and email address. If your order includes a gift card, contact customer service to cancel it.
- If your order has not yet been dispatched, we will cancel it and you do not need to return anything.
- If your order has already been dispatched but you have not yet collected it, you can leave it uncollected. The order will be returned to us automatically, and we will refund it in full, including the delivery fee.
- If you have already collected your order, make a normal return in the returns portal. You will receive return instructions and a free return code by email.
Exchanging a product
Exchanges are made in the returns portal. You need your order number and the email address the order was placed with. You do not need to sign in.
In the returns portal, you can exchange a product for a different size, a different colour or a completely different product. Only options that are in stock are shown in the portal. We do not charge a delivery or return fee for exchanges. If you exchange for a more expensive product, you pay the difference in price. If you exchange for a cheaper product, we refund the difference.
If you bought the product from our factory shop or at a trade fair, contact customer service to exchange it.
Returns
Returns of products bought from the online store are made in the returns portal. You need your order number and the email address the order was placed with. You do not need to sign in. Returns are free of charge.
If you do not have an order number and/or the email address linked to the order, fill in the form or contact our customer service and attach your proof of purchase.
If you bought the product from our factory shop or at a trade fair, make your return or complaint using the exchange, return and complaint form and attach your proof of purchase.
If you bought the product from a retailer, you can make a guarantee return or complaint to us. Fill in the form for products bought from a retailer or contact our customer service and attach your proof of purchase.
Refunds
In the returns portal, choose whether you want your money back to the original payment method or Svala store credit to your customer account.
We will refund a guarantee return no later than 14 days after it has arrived with us and been inspected. If you cancel your order within the 14-day cancellation period, we will refund your payment without undue delay and in any event not later than 14 days from the day on which we receive your cancellation notice. We may withhold the refund until we have received the products back or you have supplied evidence of having sent them back, whichever is the earliest. If you return or cancel the whole order, we will also refund the delivery fee.
Faulty product
If a product has a defect that is discovered after the 100-day satisfaction guarantee has ended, make a complaint in the returns portal and give a damaged or defective product as the reason, or send an email to info@svala.com. Please attach a photo of the defect. Only send the product once you have received the return instructions. Returning a defective product is free of charge. Read more in section 11 of our terms of service.