Shipping policy
SHIPPING, EXCHANGES & RETURNS
📍 RETURN ADDRESS
SWENN
14 Montgomery Drive
Charlottetown, PE
C1A 6W2
Canada
🚚 SHIPPING
Canada
Free shipping on orders over $150.
International
Free shipping on orders over CA$300.
Our orders are primarily shipped via UPS, with Canada Post or Purolator used as a secondary option when necessary.
A tracking number is provided for every order.
It is your responsibility to ensure receipt of your parcel.
Need special delivery instructions?
Add a note at checkout or contact us immediately after placing your order:
contact@swenn.ca
💳 SHIPPING FEES
Shipping fees are displayed at checkout based on destination.
⏱ ORDER PROCESSING
Each parcel is carefully prepared by the founder, Kristell, who works independently.
Processing time is 2 to 5 business days.
If you selected an expedited shipping option, your order will be prioritized.
For faster delivery, we recommend selecting the express shipping option at checkout.
Thank you for your understanding.
🗓 DELIVERY TIMES
Estimated delivery times are shown below based on your destination and shipping method.
Delivery times are indicated in business days and may vary depending on the carrier and peak periods.
🔄 EXCHANGES & RETURNS (CANADA)
Free within Canada only.
You have 30 days from receipt to request an exchange or return.
Items must be returned in their original packaging and in perfect condition. We reserve the right to refuse a refund if the item shows signs of wear, damage, or is returned in a condition requiring cleaning.
How to proceed:
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Email us at contact@swenn.ca
Please include your order number in your email. -
In your message, specify:
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Whether it is a return or exchange
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The exchange details (desired size and/or color), if applicable
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The reason for the return (your feedback helps us improve)
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Include a note inside your parcel with:
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Your order number
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Whether it is a return or exchange
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Exchange details, if applicable
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We will send you a return label to attach to your parcel.
🌍 RETURNS & EXCHANGES (INTERNATIONAL)
For international orders:
Return shipping costs are the responsibility of the customer and are non-refundable.
Shipping costs to send a replacement item in the case of an exchange are also the customer's responsibility.
The replacement item will only be shipped after we have received and inspected the returned item.
Please allow 2 to 5 business days before the replacement item is shipped.
❗ SALE ITEMS
Sale and promotional items are final sale.
They are not eligible for exchange or refund.
🎟️ USE OF THE PROMOTIONAL CODE INCLUDED IN YOUR ORDER
Promotional codes occasionally included in our parcels are offered as a thank-you gesture and must be used on a future order only.
These codes:
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are valid only for a second order, after a first order has been completed,
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cannot be used to exchange or replace a returned item,
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are limited to one use per customer.
If the code is used in the context of a return or replacement, SWENN reserves the right to cancel the use of the promotional code, refuse the refund, or cancel the order in question in case of doubt.
📦 UNCLAIMED PARCELS / RETURNED SHIPMENTS
If your parcel is held at a post office or carrier service point and you fail to collect it within the required timeframe, SWENN is not responsible for its return to our offices.
Original shipping fees will not be refunded, and additional shipping fees may apply for reshipment.
📦 LOST OR STOLEN PARCELS
We are not responsible for parcels that are lost, stolen, or unclaimed after delivery has been confirmed by the carrier.
A tracking number is provided for every order to allow you to monitor delivery and ensure receipt.
If you experience a delivery issue, please contact us. We will assist you in opening an investigation with the carrier.
❌ ORDER CANCELLATION
If an order is canceled before shipment, PayPal or Shopify transaction fees may be deducted from the refunded amount, depending on the situation.
🌍 CUSTOMS
Les Ateliers Swenn Inc. is not responsible for destination country taxes or customs duties, if applicable.
The buyer is responsible for all restrictions, duties, taxes, and any additional fees imposed by the destination country.
💬 QUESTIONS?
Live chat or email
contact@swenn.ca
