Refund policy

Return & Refund Policy

This policy covers returns, refunds, and damaged or incorrect items. We want you to be happy with your order. We offer a 30-day return and refund service for eligible items. Please see below for full details on how this works.

Returns & Eligibility

We have a 30-day return policy, which means you have 30 days after receiving your item 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, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return shipping costs are the responsibility of the customer. We strictly require a valid tracking number for all return shipments to ensure successful delivery to our warehouse. Items sent back without first requesting a return will not be accepted.

To start a return, please contact us at support@sweeku.com or use our dedicated online portal where applicable. Once confirmed, we’ll provide the return shipping address and detailed instructions.

Non-Refundable Costs & Processing Fees

To maintain fair pricing and high hygiene standards, please note the following deductions from final refunds:

1. Original Shipping Costs: Original shipping fees are non-refundable. For orders that qualified for Free Shipping, if a return causes the remaining order value to fall below our free shipping threshold, the standard shipping fee applicable to your destination will be deducted from your final refund ($4.90 USD for United States, Canada, Australia, and New Zealand; $5.90 USD for Europe). 

2. Sanitary & Inspection Fee (Pierced Jewelry Only): Due to strict health and safety regulations, all returned pierced jewelry (including earrings) must undergo professional sanitary inspection and repackaging. A fee of $3.00 USD per item will be deducted from the refund amount to cover these safety protocols.

Damages and Issues

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

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, like perishable goods, custom products (special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or sale items and gift cards.

Exchanges

We do not offer direct exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Statutory Right of Withdrawal

Notwithstanding the 30-day general policy above, if the merchandise is being shipped into the European Union, consumers have a legal right to cancel or return their order within 14 days of receipt, for any reason and without justification, under EU consumer protection regulations.

To meet the withdrawal deadline, you must submit your request (via our dedicated EU Withdrawal Form or via email at support@sweeku.com) before the 14-day period has expired. For health protection and hygiene reasons under Article 16(e) of the EU Consumer Rights Directive, returns of pierced jewelry (including earrings) can only be accepted if the protective hygiene seal remains unbroken and completely untampered with. If an unsealed item is accepted under our discretionary policy, the standard $3.00 USD Sanitary & Inspection Fee will apply. 

For full eligible cancellations processed within this 14-day statutory window, original standard shipping fees will be refunded. However, for partial returns where the remaining kept items fall below our free shipping threshold, the standard destination shipping fee ($5.90 USD for Europe) will be deducted from the final refund.

Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days, minus any applicable shipping or processing fees as outlined above. 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 support@sweeku.com.