Frequently Asked Questions
Q: Why do you stitch by hand?
Taking sewing machines out of the equation and stitching by hand, enables us to offer you a lifetime guarantee. Although our hand sewn technique is a very lengthy process, it's the only sewing technique that will keep your bag from ever unravelling.
Q: Why do you use suede instead of fabric lining?
Suede is a far more superior product than fabric as it is tear resistant and helps us to create the most durable product on the market that is certified for life.
Q: How long does delivery take?
Once payment has gone through, your order will be dispatched within 5-10 working days as our items are not only hand crafted, but hand stitched. From there, our door-to-door courier services facilitated by Bobgo will take 1-4 working days, depending on your location.
Q: How safe is your online payments?
Lucky for you, we use PayFast, which is one of the safest payment processing companies in South Africa. Your payment details are recorded on their confidential system.
Q: What if I don’t like my order?
Ah, now that’s a pity! You have 7 days to return the bag to us, once it passed quality inspection with us, you will get refunded - a 5% handling fee will come into effect.
Q: Does the bag need maintenance?
In order for it to last a lifetime, it absolutely needs some TLC. See our CARING FOR YOUR LEATHER page for more on this.
Q: Do you offer post-purchase support?
Oh but of course! We pride ourselves in the quality of our range. Should something unfortunate happen, such as a fitting that broke with years of wear and tear, we would gladly fix it up for you.
Q: Can I customise my order?
Of course. Feel free to pop us an email at admin@swish-swank.com with your requests!
USA & EUROPE BASED SHIPPING
Q: Why does the currency change at checkout?
We display prices in USD / EUR for your convenience, but at checkout, the total will be processed in South African Rand (ZAR). This is because our payment system is based in South Africa. Your bank or payment provider will automatically convert the amount at the current exchange rate, with no hidden fees from us.
Q: Will I be charged extra due to the currency conversion?
No! The amount you pay will be the USD / EUR equivalent at the time of checkout. Your bank will handle the conversion, and any minor differences will depend on your bank’s exchange rate. Some banks may charge a small foreign transaction fee—please check with your provider if unsure.
Q: How do I know how much I’m paying in USD?
The USD prices displayed on our website reflect real-time exchange rates. At checkout, your total will be converted to ZAR, but your bank will process it as the correct USD amount.
Shipping & Delivery
Q: Do you ship to the U.S.?
Yes! We ship worldwide, including the U.S.. Shipping rates and estimated delivery times will be displayed at checkout.
Q: How long does shipping take to the U.S.?
Orders to the U.S. typically arrive within 6-10 business days via CLICKWAY (Aramex). You will receive a tracking number once your order has shipped.
Returns & Exchanges (U.S.)
Q: Do you offer free returns for U.S. customers?
Due to international shipping costs, we are unable to offer free returns for U.S. orders at this time. However, we do offer hassle-free returns under the following policy:
Return Window – You may return unused items in their original condition within 7 days of receiving your order.
Return Shipping Cost – Customers are responsible for return shipping costs. To minimize costs, we recommend using a tracked, economy shipping option.
Refund Processing – Once we receive and inspect your return, we will issue a refund (excluding original shipping fees) within 2 business days.
Q: Can I exchange an item instead of returning it?
Yes! If you’d like to exchange your item for a different size or product. Please log into the customer portal here to log a return. Please specify the reason for return and what you would like to exchange for. If you have any issues please email us on admin@swish-swank.com
Q: What if my item arrives damaged or defective?
We stand by the quality of our products. If your item arrives damaged or defective, please contact us at admin@swish-swank.com with photos of the issue. We will arrange for a replacement at no extra cost.
Q: How do I start a return?
To initiate a return, please email admin@swish-swank.com with your order number and reason for return. We will provide you with the necessary return details.