Frequently Asked Questions

When will my items be shipped?

We request 1-2 days for shipping.  We ship as soon as possible.  We are excited to prepare, package, and ship your items. 

Shipping times are calculated with business days, Monday-Friday, not including holidays.  If you haven’t received your item within 10 days of ordering, please contact theswannshop@gmail.com

Where are my items shipping from?

Items will be shipped from North Carolina and various other locations.

How will my items be shipped?

Items are typically shipped out by USPS. We do not deliver to P.O. Boxes, so keep that in mind when entering your shipping information.

Do you ship internationally?

Not at this time.

Can I make a change to, or cancel, my order?

Once an order has been submitted, we can not make any changes. We are not able to change any part of your order. We are not able to cancel an order once it has been placed. Be sure to double and triple-check your items, quantities,, and shipping info before hitting submit.

How is the shipping cost calculated for my order?

Clothing items will be calculated at time of order.  Anything else is free shipping.

What if my package is returned to the seller as undeliverable?

Any packages returned to the sellers that are labeled by the shipping carrier as undeliverable will be refunded when returned to the seller. Refunds will be issued to the payment method used for that specific order unless the package is returned after 25 days and will be refunded as store credit.

Why isn't my order going through?

First, make sure that all of the items that are in your cart are still available on the site. If an item that is in your cart has already sold out or has been removed from the site, the order will not process. You can hit remove to delete those unavailable items from your cart.

If you are receiving an AVS error when trying to check out, that means that the billing information, or CVV number on the back of your card, that you have entered during checkout does not match the billing address that your bank or cardholder has on file for that card.

Be sure to use an up-to-date browser when looking at the site, like Google Chrome.

Can I return my order?

If you don't love your purchase please contact us within 30 days of receipt to arrange for a replacement or refund.  Please contact us at theswannshop@gmail.com with your order number and the item you’d like to return and we can decide how to resolve the  issue.

What do I do if the item I received is damaged or defective?

If your product arrives damaged or defective, please contact us as soon as possible so we can resolve the problem quickly. We ask that you send your order number, and a picture of the issue. This will help with quality control, and prevent the same situation in the future. As with returns, please contact us within 30 days of the purchase of your order.