Refund and Returns Policy

At Swords Kingdom, we want every order to arrive exactly as expected, whether it’s a display piece for your collection, a gift, or part of a themed set. But we understand that sometimes an item isn’t right for you, or your plans change after ordering. This page walks you through our return window, how refunds work, what applies to custom pieces, and the exact steps to follow so your return is processed without delays.

Please read through this policy carefully before starting a return, as it covers a few different scenarios (standard returns, change of mind, custom orders, and international orders) and each one works a little differently.

Return Window

You have 14 days from the date your order is delivered to request a return. This 14-day window starts from the delivery date shown on your tracking information, not the date you placed the order.

If you’d like to return an item, please contact us within this window. Requests submitted after 14 days from delivery will not be accepted, so if you’re even slightly unsure about keeping an item, it’s best to reach out to us sooner rather than later. Our support team is always happy to answer questions about a product before the window closes, which can often help you decide without needing a return at all.

Refund Timeline

Once your returned item has been received, inspected, and approved, we process refunds within 3 to 5 working days. This timeframe begins after approval, not from the day you post the item back to us, so please allow for transit time on top of this.

A confirmation of your refund will be sent to the email address you provided when placing your original order. This acts as your proof that the refund has been issued on our end. If you don’t receive this confirmation within the expected timeframe, please check your spam folder before contacting our support team, as automated emails can sometimes be filtered incorrectly.

Please also note that even after we issue a refund, your bank or card provider may take a few additional days to show the funds in your account. This is standard practice across most UK and international payment providers and is outside of our control.

Change of Mind Returns

We understand that sometimes an item simply doesn’t suit what you had in mind once it arrives, whether that’s the size, the finish, or how it looks in person compared to photos. If you’d like to return an item for this reason, rather than because it’s faulty, damaged, or incorrect, the following terms apply:

• A 20% charge will be deducted from your total refund. This covers the cost of restocking, quality checking, and repackaging the item so it can be resold.
• Return shipping costs are the customer’s responsibility. This includes the cost of sending the item back to us, and this amount is not refunded as part of your total.

For example, if you ordered an item for £100 and are returning it because you changed your mind, your refund would be £80 before any return postage costs; this amount will be cut from your amount.

We’ve kept this policy as straightforward and fair as we can. Many of our items are made from materials like stainless steel, wood, or foam, and once a product has been shipped, opened, and returned, there’s a genuine cost involved in getting it back into a condition where it can be sold to another customer. This charge helps us keep offering free shipping and competitive prices to all our customers.

Custom Orders

Custom orders are handled differently from items ordered directly off our shop pages, because they’re either personalised specifically for you or built to a specification you agreed with our team. There are two categories of custom orders, and both are treated as final sale.

1. Engraving and personalisation. This covers any order where you’ve requested logo engraving, text engraving, or similar personal customisation on an otherwise standard product. Once your name, a message, or a chosen design has been engraved onto an item, it cannot be resold or altered back to its original state, so we’re unable to accept a return or issue a refund on these orders. We’d always recommend double-checking spelling, spacing, and wording carefully before confirming a personalised order, as this can’t be corrected after production.
2. Bespoke requests arranged directly with our team. This applies to any order where the specification, material, size, or design was discussed and agreed with us through email, live chat, WhatsApp, or our custom order form, rather than purchased as a standard listed product. Because these items are made specifically to your requirements, sometimes involving different steels, custom dimensions, or design changes, they also fall outside our standard returns process and are non-refundable once production begins.

If you’re planning to place a custom order and you’re not sure whether it falls under this policy, please ask our team before confirming payment. We’re always happy to clarify exactly what you’re agreeing to before your order goes into production.

Returns from Europe and Australia

Customers ordering from Europe and Australia can still request a return under the same 14-day window, but because international shipping and handling involves additional cost on both sides, the following terms apply in place of the standard restocking terms:

• A 25% restocking fee applies to all approved returns from these regions.
• The customer is also responsible for covering the return shipping.

Because international orders take longer to arrange and involve higher shipping costs from the outset, we’d strongly recommend contacting our team with any questions about sizing, materials, or product details before placing your order. This is often the easiest way to avoid the cost and hassle of an international return altogether.

How to Return an Item

To keep the process fair, secure, and as quick as possible for everyone, please follow these steps in the order they’re listed. Skipping a step or sending your item to the wrong address can delay or invalidate your return, so it’s worth reading through fully before you begin.

1. Contact us with your return details:

Email our support team with your reason for the return, clear photos of the item showing its current condition, your full name, your order number, and the email address used when placing the order. Please send all of this information by email so we have a clear written record of your request.

2. Wait for approval before packing:

Our support team will review the details you’ve sent and confirm whether your return has been approved. Once approved, repack the item as closely as possible to how it originally arrived, using the same padding, tie clips, inner wrapping, and box if you still have them. This protects the item in transit and speeds up our inspection once it arrives.

3. Send photos of the packed item:

Before posting it back, take clear photos showing the item securely repacked. This gives us a record that the item left your hands in good condition and properly protected.

4. Post to the return address we provide, and only that address:

Once your return is approved, we’ll send you the correct return address or a prepaid return label, depending on your order. Please don’t send items to any other address, including the address on the original parcel. If an item is sent anywhere other than the address we confirm with you, we won’t be able to accept the return or take responsibility for the item.

5. We inspect the item on arrival:

Once your return reaches us, our team checks it against the condition described in your original photos. If the item arrives damaged, whether from how it was packed or handled in transit, we’re unable to issue a refund. This is part of why steps 2 and 3 matter, as they give us a clear picture of the item’s condition before it left you.

6. Refund processing begins

Once the item passes inspection, verification takes 1 to 3 business days, not including weekends or public holidays. After verification, your refund is completed within 3 to 5 working days, as outlined above.

If at any point during this process you have questions, our support team is here to help. You can reach us at support@swordskingdom.co.uk with your order number to hand.

Contact Us

If you have any questions about your return or refund status, or need help figuring out which part of this policy applies to your order, our support team is happy to help. Please have your order number ready when you get in touch, as this helps us find your order details quickly and avoid any delays.

Email: support@swordskingdom.co.uk

WhatsApp: +44 7306021048  (for messages only, not for calls)

Address: 31 Stevenage Road, London, United Kingdom

We aim to respond to all return and refund queries as quickly as we can, and we’re always glad to talk you through the process before you start it, especially if you’re unsure whether your order falls under standard, custom, or international return terms.