Can the delivery address be changed after placing an order?
If a parcel has not yet been sent out, the delivery address can be changed. Once the courier picks it up, changes may not be possible due to the number of parcels. Contact the Customer Service Team at customerservice@swan-brand.co.uk as soon as possible for help.
Is it possible to choose a specific delivery date or time?
Unfortunately, you cannot select a delivery date or time at checkout. Once the order is shipped, the courier will provide an estimated delivery window through the tracking link.
Is someone required to be home to receive a delivery?
In most cases, couriers can leave the parcel with a neighbor or in a safe place. You can manage these delivery choices through the courier’s tracking link or mobile app.
How can an order be tracked?
A tracking number and courier details are provided in the dispatch confirmation email. The tracking link offers real-time updates on the delivery’s progress from dispatch to arrival.
How long does delivery usually take?
Most orders arrive within 5 to 7 business days after processing. Once dispatched, you will receive an email with the courier details and tracking information to help monitor your order.
Can an order be cancelled after being placed?
If the order has not yet been shipped, you may be able to cancel it. Contact customerservice@swan-brand.co.uk immediately with your order number. If the order has already shipped, follow the returns process when the item arrives.
Can an item be exchanged instead of refunded?
Yes, if the return meets the requirements and the replacement item is available, you can arrange an exchange. If the requested item is out of stock, you will receive a refund instead.
How can someone confirm that a return has been received?
Returns are generally processed within 14 days of arrival at the warehouse. After inspection, you will receive an email confirming the refund or exchange. If you do not get an update in this timeframe, contact customerservice@swan-brand.co.uk for assistance.
How are refunds issued?
Refunds are sent back to the original payment method used during checkout. Depending on the payment provider, it may take up to five working days after confirmation for the funds to show up.
What is the process for returning an order?
For items purchased directly from Swan within 30 days, reach out to customerservice@swan-brand.co.uk with your name and order number. A return shipping charge might apply for unwanted items. Products bought from third-party retailers must be returned through the original seller.
