Returns Policy – mistcrate.com

This policy applies to all orders from SWIFTWING’s online store, covering global consumers. KEY NOTICE: NO FREE RETURN/REFUND BENEFITS FOR NON-QUALITY ISSUES — original shipping fees are non-refundable, and return shipping costs (for non-quality reasons) will be borne by you. Please review all terms to avoid disputes.

1. Return Eligibility: Detailed Criteria

To qualify for a return, products must meet all conditions below. Ineligible items will be rejected without exception.

Eligibility Category	Qualified Standards	Ineligible Scenarios
Timeframe	Initiated within 30 calendar days of delivery (confirmed by carrier tracking).	Requests after 30 days; delivery date disputes without carrier proof.
Product Condition	– Unworn (no sole scuffs, no foot impressions inside).- Unaltered (no cut tags, no glued/stitched modifications).- Original tags attached (brand tag, size tag).	– Soles with scuffs (even from “try-on at home”).- Tags removed or damaged.- Stains, odors, or signs of use.
Packaging & Accessories	– Original shoe box (no dents, tears, or tape on the outer surface).- Dust bag, tissue paper, and extra inserts (e.g., arch supports) included.- No missing accessories from the original order.	– Damaged/lost shoe box (15% restocking fee applies).- Missing dust bags/inserts (5–10% fee based on accessory value).
Excluded Item Types	N/A (these items are non-returnable by default)	– Customized footwear (e.g., engraved logos, non-standard sizes like EU 32/46).- Final Sale items (marked “Final Sale” in red on product pages).- Items damaged by improper use (e.g., wearing sandals for hiking).

2. Step-by-Step Return Process: With Required Details

Follow these steps exactly to ensure your return is processed smoothly. Missing information will delay handling.

Step 1: Submit a Return Request (Within 30 Days)

Channel: Only via email ([email protected]) — no phone/chat requests accepted.

Mandatory Information to Include:

Order number (e.g., SW20251030XXX, found in your confirmation email).

Product details: Name (e.g., “Beach Breeze Flat Sandals”), SKU (e.g., SW-SD001-BLK), size (e.g., EU 38).

Return reason (select one):

Wrong size/color (chosen by you).

Change of mind.

Defective (e.g., broken sole, loose stitching).

Incorrect item received (we sent the wrong product).

Photo Requirements (clear, well-lit photos — blurry images will be rejected):

For non-quality issues: Full product (front/side/sole), original tags, and shoe box.

For defective/incorrect items: Close-up of the defect (e.g., cracked strap) or comparison of the received item vs. order confirmation.

Step 2: Receive Return Authorization (RA#)

Review Time: We will respond within 2 business days (Hong Kong Time, GMT+8).

Approval Outcome:

Approved: Email includes:

RA# (e.g., RA-20251030-001) — write this on the outer package (not the shoe box). Missing RA# = return rejected.

Our Hong Kong return address:

SWIFTWING LIMITED

ROOM P, 4TH FLOOR, LLADRO CENTRE, 72 HOI YUEN ROAD, KWUN TONG, HONG KONG

Shipping fee responsibility (clearly marked based on your reason).

Rejected: Email explains the issue (e.g., “Sole scuffs detected — ineligible”) with photo evidence.

Step 3: Ship the Return (Within 7 Days of RA#)

Time Limit: Ship within 7 calendar days of receiving RA# — late shipments will be voided.

Shipping Rules:

Use a trackable carrier (e.g., DHL, FedEx, UPS) — we are not liable for lost untracked packages.

Shipping Cost Responsibility (no free shipping for returns):

Return Reason	Who Bears Return Shipping Fee?	Reimbursement Details
Wrong size/change of mind	You (customer)	No reimbursement (no refund for shipping fees).
Defective/incorrect item	SWIFTWING	Reimburse after you provide the shipping receipt (email a clear photo of the receipt).

International Return Note: You are responsible for customs duties/taxes on returned packages. If the package is held by customs (due to unpaid fees), it will be abandoned — no refund/exchange will be issued.

Do not include unrelated items (e.g., other SWIFTWING products, personal items) — they will not be returned to you.

Step 4: Inspection & Processing (After We Receive the Return)

Delivery Time: Allow 5–7 business days for international shipping to Hong Kong.

Inspection: We check the product against eligibility criteria within 3 business days of receipt.

Outcomes:

Passed: Move to refund/exchange processing (see Sections 3–4).

Failed: Email you with photos (e.g., “Shoe box is torn — 15% restocking fee”) and options:

Accept the fee and proceed.

Reject the fee — we ship the product back to you (you pay the return shipping cost).

3. Refund Rules: No Free Original Shipping

Refunds are processed only for eligible returns, with strict rules on amounts and timelines.

3.1 Refund Amount Calculation

Scenario	Refunded Amount
Eligible return (no issues)	Product price only — original shipping fees are non-refundable (per no-free-shipping policy).
Damaged shoe box	Product price – 15% restocking fee.
Missing accessories (e.g., dust bag)	Product price – 5–10% fee (varies by accessory; specified in your RA# email).

3.2 Refund Method & Timeline

Method: Refunds are issued to your original payment method (no cash, store credit, or alternative methods):

Credit card: Reflected in your next billing cycle (varies by bank).

PayPal: 3–5 business days after processing.

Debit card: 5–7 business days after processing.

Processing Time: We initiate refunds within 2 business days of passing inspection.

Delay Note: We cannot accelerate bank/payment provider processing times — contact them directly for delays beyond 10 days.

4. Exchange Policy: Only for Size/Color (In-Stock)

Exchanges are limited to size/color changes (no style swaps) and depend on stock availability.

4.1 Exchange Eligibility

Must meet all return criteria (Section 1).

Desired size/color must be in stock (check the product page for real-time stock status).

4.2 Exchange Process

Select “Exchange” in your return request (specify desired size/color, e.g., “Exchange EU 38 → EU 39, same black color”).

After your return passes inspection:

In-stock: We ship the new item within 2–3 business days (no extra charge for the new item’s shipping).

Out-of-stock: We notify you via email and offer a full refund (product price only) instead.

4.3 Exchange Fees

Return Shipping: Same as Section 2.3 (you pay for non-quality issues; we pay for defective/incorrect items).

No Additional Fees: No extra charges for the exchange itself (only applicable restocking fees for packaging issues).

5. Special Scenarios: Quick Resolution Guidelines

Scenario	Action Steps & Rules
Defective item (received damaged)	1. Report within 48 hours of delivery (not 30 days) with defect photos.2. Resolution: Free replacement (in-stock) or full refund (including original shipping fees — rare exception to no-free-shipping policy).
Incorrect item received	1. Report within 48 hours of delivery with “received item vs. order” photos.2. Resolution: We cover return shipping, send the correct item, and refund original shipping fees.
Returned package lost in transit	1. Provide your carrier’s tracking number (we cannot assist without it).2. If tracked as “delivered to SWIFTWING”: We inspect and process within 3 days.3. If tracked as “lost”: You file a claim with the carrier (we are not liable).
Seasonal items (e.g., winter boots in summer)	Follow standard 30-day return rule — no extended timeframe for seasonal purchases.

6. Contact Us for Return Inquiries

For return status, eligibility disputes, or RA# questions:

Email: [email protected] (subject line format: “Return Inquiry – Order [XXX] – RA#[XXX]”).

Phone: (852) 5902 4984 (mention your order/RA# for quick assistance).

Business Hours: Monday–Friday, 9:00 AM–6:00 PM (Hong Kong Time, GMT+8).

We respond to all inquiries within 2 business days — please avoid duplicate emails (they delay processing).