FAQ

Do you ship internationally?

Sure, we do! We are happy to offer free shipping worldwide for all orders. For more information, please check out Shipping & Delivery.

We offer shipping with tracking information worldwide so that the delivery status is available. That’s because the delivery to these regions may take longer than the estimated delivery time, and it’s easier when you can track the delivery status of your order.

How long does it take to receive my order?

The estimate delivery time is 5-7 working days within South Africa, up to 10 working days within Africa, and 14-21 working days outside of the continent . For more details, please check out Shipping & Delivery.

Please note that these are estimates and the actual delivery time might vary due to reasons out of our control, especially in cases caused by weather conditions or customs delay.

How can I track my order status?

If you wish to track down your order, all you need to do is go to www.courierit.co.za and select “track my parcel”, you will then input your eway bill number given to you once your shipment has been dispatched.  You will receive an email with the tracking information once we ship your order. If you have a questions about your tracking information or delivery status, contact us at clientservices@thelavenderswan.com and we’ll look it up for you.

What payment methods do you accept?

We accept payments via all major credit and debit cards (Visa, MasterCard, American Express) 2CO,Discover as well as PayPal.

How can I return an item?

If you would like to return or exchange an item, contact us and share with us your return reason. Please send the item(s) back in the original packaging with the original invoice. We will process your request within 7-14 days upon receipt of the package. Please check the full details on Returns & Exchanges.

Can I return a used item?

Unfortunately, we cannot accept any returned item that has already been used. All the returns have to be in original packages and labels, and it must be in unused condition. We reserve the right to refuse the refund or exchange if the item is not in unused condition.

Can I send someone a gift?

Of course! Simply indicate the delivery address at the checkout process so that we can send the gift on your behalf. We will include a delivery slip without the price information inside the package. We can also include a personal note on your behalf (don’t forget to tell us in the comment field what to write 🙂

Please note that, if you are paying with PayPal, the billing and delivery address have to be in the same country as the PayPal account. That’s a PayPal restriction that we have to follow. In case the billing and delivery address are in different countries, you can simply note this detail in the comment box at checkout (you may state the delivery address is the same as billing address). Leave the preferred delivery address in the comment box, and we will ship to the address mentioned in the comment box instead.

Do I need to create an account in order to buy?

Nope. You can check out as a guest without creating an account.

However, if you already bought from us before and are planning to buy from us in the future (which we hope is the case :), it is worth creating an account, so that you can have your shipping details pre-filled and jump straight to the final step of the checkout.

What if the product I want to order is out of stock?

When a product is out of stock, you can choose to receive an email when it becomes available again. Just click on the ‘Notify Me’ button and we will let you know when the item is back in stock. You need to be signed in to subscribe to these alerts.

I saw something I really like on your website, but I could not find it anymore. What should I do?

We are constantly updating our collection. Instead of mass production, we make our products and collections unique and update them often, so that products you purchased from us are truly unique. We try to not restock the items once they are sold out, but if there are a big amount of requests to bring back an item, we may continue with another small restock. To know the status of an item, please send us a message and we will look it up for you.

How can I add products to my wishlist?

In order to add products to your wishlist, you will need to create an account. After you sign in to your account, look for the “heart” icon in product, category or even home page. Click on this icon to add the product to your wishlist. You can view these items at the “Wishlist” section of “My Account”.

General FAQ

Why should I sign up for the newsletter?

You will be added to our VIP list and will be among the first to know the news! Once you sign up, you will receive info on our most popular new arrivals, free coupons, discounts, DIY tutorials, behind-the-scene stories, and other interesting information that is relevant to you. We are doing our best to make our newsletter interesting and useful for you. We promise to never spam you, and you’ll always be able to unsubscribe at any time.

I’ve got some feedback for you. Where should I send it?

Contact us at clientservices@thelavenderswan.com or chat online with us. We really appreciate your feedback and we make sure that all feedback is taken seriously and will let you know as soon as changes have been implemented. We are looking forward to hearing from you. Thank you!

I have some other questions that were not listed here. What should I do?

You can contact us at clientservices@thelavenderswan.com or chat with our online customer care. We are happy to hear from you!