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Thank you for shopping with Stwigs (proudly owned by Luxzilla Ltd). Please review our return policy for your convenience.

We have a 30-day return policy, which means you have 30 days after the date of delivery to request a return.

To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, not customized or personalized (except in case of manufacturing defects), and in its original packaging. Final sale items cannot be returned or exchanged. You’ll also need the receipt or proof of purchase.

How to Initiate a Return

  1. Contact Us: Email contact@stwigs.com with your order number and reason for return.

  2. Prepaid Label: A prepaid return shipping label is included in every package. Use this label to ship your return.

    • Return Address: Stwigs, 158 Horn Lane, London, England, W3 6PH, United Kingdom.

  3. Packaging: Securely repackage the item in its original box. Include:

    • The original receipt or proof of purchase.

    • A note with your order number.

  4. Tracking: Share the tracking number with us via email.

Note: Returns sent without using the prepaid label will not be accepted.

You can always contact us for any return questions at contact@stwigs.com.

Return and Refund Authorization:

  • Items, whether defective or not, can be returned for a refund within 30 days of delivery, as long as they’re unused, unworn, with tags, not customized or personalized (except for manufacturing defects), and in their original packaging. Please note that final sale items cannot be returned or exchanged.

  • Products must be in original condition with all labels and packaging intact.

  • You cannot return anything that has been worn, cleaned, used, or altered.

  • Customized or personalized products cannot be returned or refunded, except in case of manufacturing defects.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.

Exchanges

We offer exchanges for defective or damaged items:

  • Follow the return process outlined above.
  • Specify the replacement item, including size and color preferences.
  • Once the original item is received and inspected, the replacement will be shipped.

Notes:

  • If the replacement item is out of stock, a refund will be issued to your original payment method within 5 business days.
  • Exchanges are not available for non-returnable items (e.g., customized products).

Cancellation After Order

You have the right to cancel your order within 24 hours without any reason. To cancel your order, please contact our customer success team by emailing us at contact@stwigs.com with your name and order number. We will refund the full purchase amount to the original payment method within 5 business days.

Restocking Fee

No restocking fee.

Return Shipping Fee

All returns are free. A prepaid return shipping label is included in your package. Use this label to ship returns for any reason (e.g., change of mind, defects).

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 5 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at contact@stwigs.com.

Wrong Product

  • Contact us immediately with your order number and photos of the wrong item.
  • We’ll send the correct product or issue a full refund.

Order Cancellation vs. Returns

To ensure a smooth experience, please note the key differences between canceling an order and requesting a return:

Order Cancellation

  • What It Means: Cancel your order before it is processed or shipped.

  • Timeframe: You may cancel your order within 24 hours of purchase.

  • How to Cancel: Email us at contact@stwigs.com with your order number and name.

  • Refund: Cancelled orders are refunded in full within 5 business days.

  • Note: Once your order is shipped, it can no longer be canceled. You’ll need to initiate a return after receiving the item.

Returns

  • What It Means: Return a product after delivery if it doesn’t meet your expectations.

  • Timeframe: Request a return within 30 days of the date of delivery.

  • Conditions:

    • Item must be unused, unworn, and in its original packaging with tags.

    • Cannot be customized or personalized (except for manufacturing defects).

    • Final sale items cannot be returned or exchanged.

For any further questions or concerns regarding our return and refund policy, please don’t hesitate to contact us:

Customer Service

DBA: Stwigs

Contact Form: here

Phone: +447513404304

Email: contact@stwigs.com

Address: 158 Horn Lane, London, England, W3 6PH, United Kingdom

Customer Service Hours: 09:00 AM to 07:00 PM EST (Monday to Saturday)

Emails receive a response within 24h.

We value your satisfaction and strive to provide you with an exceptional shopping experience at Stwigs