Frequently Asked Questions

General Queries

What is Sway-Brands?

We are proud to say Sway-Brands  is the leading e-commerce site in the Middle East and North Africa region (MENA) and offers a host of options for buyers to transact through an online secure environment to purchase just about everything, either from our online retail stores, or through the Marketplace.

Do you have a Physical Store?

No, Sway-Brands is an online e-commerce site – this allows us to offer you the best value for money, as we don’t have to maintain physical store premises


I made my first purchase and received a confirmation SMS/Email. What should I do?

Congratulations on your first purchase with Sway-Brands. Unless prompted, you need not respond unless called by the Customer Service team or asked to specifically. This is to confirm your order and ensure you are able to track your order with the order ID.

Okay, it’s been 3 to 7 days and I haven’t received my Order yet! where is it?

3 to 7 business days is the usual timeframe for receiving an item bought on Sway-Brands unfortunately however, delays might occur for a variety of reasons, and for that we apologize. Reasons for this could include, but are not limited to; the seller might not be ready to ship the item from their side, there could be unprecedented volumes in delivery from the courier company or other unforeseen delivery schedule issues, and even at times delays from the buyer side such as missed communication to confirm purchase or to schedule a delivery time among other things.
Your shipment status is updated under the Airway Bill (AWB) status update, allowing you to track it each step of the way to your door; however as a first step don’t worry your purchase on Sway-Brands is secure and it’s our aim to provide you with the best shopping experience and we take your receipt of an item within acceptable timeframes very seriously. Should you have any concerns you can reach our Customer Service Team through the Contact Us page via the inquiry form or Contact Centre (number listed there). We’re always here to help you.

I am still worried! What if my item gets lost?

There’s no need to worry. An item is only considered delivered when we have your signature on the delivery note and the item is in your hands. . For whatever the reason, if an item does get lost you will receive a full refund of your money if you have paid through electronic means (Credit or Debit Card, Cash U, other payment cards) and in the event that you chose Cash on Delivery (COD) then you are not liable to make a payment or penalized for a non-delivered item

Come on now, it been over 10 business days now, what’s going on?

Again, while we’re sorry you’ve been left waiting for so long, there could be any number of reasons, some of which were listed above – and we apologize for this lengthy delay in receiving your order. However we will trace your order and take effective action to ensure that it is delivered promptly or in the event the item is neither available nor ready to be shipped out we will discuss with you a host of alternative solutions to resolve the issue. You can contact our Customer Service Team anytime you wish to through the Contact Us page via the inquiry form or Contact Centre (number listed there). The Team is at your service.
One thing is certain, you will never lose out on a shipment or payment made, and your consumer rights are fully protected by the consumer right laws of the host country.

Okay, this isn’t what I bought?

Never fear, we will help you in correcting that should this be the case. Also as a Sway-Brands shopper you have the right to return an item within three (3) days even if it is the exact same item you have ordered so long as it meets our return policies namely being in the same condition received and with the original packaging intact.

Okay, but what if I decide after three (3) days I don’t want the item, if it was a store, I have up to 30 days, what happens then?

Yes you can – if your item is faulty or not in working condition due to a product defect or not functioning as it is supposed to – then you can still return it and we will arrange a pickup of the item to be returned to the seller and your money refunded. To do so please contact our Customer Service Team through the Contact Us page via the inquiry form or Contact Centre (number listed there) However if there is nothing wrong with the item and you just want to return it, please note that some individual sellers do not accept a product back after the three (3) days have passed although we can contact the seller on your behalf to try and arrange such a return however that is dependent on their acceptance and policies.

I still want the item despite the fault, what happens then?

We can arrange a replacement or even at times an item might be repaired or fixed. To do so please contact our Customer Service Team through the Contact Us page via the inquiry form or Contact Center (number listed there)

I’ve changed my mind; can I return what I’ve bought?

Yes you can. We want to offer you, our valued customers, and the peace of mind of shopping with us and also we fully understand that sometimes you might change your mind on a bought item, If after making the purchase online and you still have not received the item, you could still cancel your order. If you have paid through electronic means (Credit or Debit card, other payment cards) then the money would be refunded, but due to individual card providers, the amount may take time to reflect in your card statement. If you wish to return the item after receiving it, you have up to three (3) days to do so, so long as the item is in the same condition as received and with the original packaging intact. For Sway-Brands Fashion items you have a little longer to return an item up to fourteen (14) days so long as it is in the same condition received and with the original packaging intact. In all circumstances you can contact the Customer Service Team through the Contact Us page for a return of an item or refunds.

But what if I want to return an item after three (3) days?

If you have filed a complaint within three (3) days then a return is possible after this period. You can either file a complaint or Contact Us through the Inquiry form or Contact Centre (numbers and method available on the Contact Us page of Sway-Brands.

Do I get the full amount returned/refunded to me for a Returned item?

Shipping fees will be deducted from the amount, but you will receive a refund for the balance. This fee will be waived if the item was not as advertised, defective or not functioning as advertised. So basically if it is a return because you have simply changed your mind then the shipping fees will be retained by Sway-Brands and we just refund you the item amount paid. You will be refunded the shipping fees for returned items not in proper working condition or faulty and/or defective.

What Guarantee and/or Warranty is offered on items sold on Sway-Brands?

There are different types of sellers on Sway-Brands and hence different Warranty and Product Guarantees on offer. Please read the offer note against each item listed carefully to understand the individual seller’s policies and procedures. If the item(s) bought is from Sway-Brands own Retail store then every item has the Sway-Brands Guarantee of one (1) year from the date of purchase. For Marketplace sellers it depends on the individual sellers and store policies according to the offer note displayed against every item. Sway-Brands is not responsible for those items however as a buyer you have several resources for any complaints in regards to individual sellers.

Yeah, what are those? I have a complaint against the seller.

You can file a complaint against the seller and/or contact the Customer Service Team via the Contact Us page and the seller is obliged to respond and interact actively with his/ her customers. We take the peace of mind and satisfaction of our buyers very seriously and we will not tolerate noncompliance with Sway-Brands Service Standards and Policies

I think the item I bought might not be a genuine item, what can I do?

Sway-Brands does not tolerate any fake items to be displayed by any of its sellers and strict action will be taken against any seller should this happen. Our Customer Service Teams will investigate thoroughly any such complaint and the selling of fake or banned items could lead to a seller’s blacklisting and closure of his/her store.

Can I return it and get a refund?

If after the three(3) days No Questions Asked return period has elapsed, and you item deemed fake, then absolutely yes, so long it is in its original condition and with the original packaging intact, and you can do so via the Customer Service Team through the Contact Us page or filing a complaint requesting a return.

I am still not comfortable with you having this level of information on me?

Unfortunately it is required at times, and in the case of Credit Cards we only ask for the front-page of the card. However if you have concerns regarding this you can also opt to use Cash on Delivery (COD) or other limited eCard options such as CashU or PayPal.

I bought an item from Sway-Brands Fashion but it is the wrong size and/or color. What can I do?

Occasionally this will happen, however for Sway-Brands  Fashion items you have a little longer to return an item; up to fourteen (14) days so long as it is in the same condition received and with the original packaging intact. You can contact the Customer Service Team via the Contact Us page to affect a return.

When will the White Friday deals go live?

White Friday would feature multiple deals throughout the duration of the event (23rd-26th of November, 2016) please visit to check the latest offers.

Why is the Courier Company calling me?

This is to arrange a pick-up time for an item sold if you are a seller or to arrange a delivery time if you are a buyer. Please respond to all such calls in a timely manner so as not to cause a delay in your order. Also please make sure you are available at the agreed time and location confirmed with the courier company to arrange either pick-up or receipt of your order

I need to make some changes, can I edit the details of my account and/or change address, name and password?

Of course you can. Log-in to your account and you can do most edits yourself except things like Email ID which requires you to contact the Customer Service Team.

I have forgotten my account password. What can I do?

That’s not a problem; there are also two ways to reset your password: Users can click “Forgot” on Sway-Brands login page and enter the registered email address. User will receive an email instruction for resetting the password. Contact the Customer Service Team through the Contact Us page (Inquiry form or Phone) and a member of our team can assist you in resetting your password by sending you an email to do so in your own privacy

I really need to make changes to my contact details such as username and email ID?

You can edit changes to most of your account on your own however for email ID and username please contact the Customer Service Team through the Contact Us page as you cannot do so by yourself.