Question 1

How do I place an order?

Accepted Answer

Ordering is easy! Simply browse our selection of cards, add your favourites to the basket, enter any personalisation's if it's customisable and proceed to checkout. Follow the prompts to enter your shipping and payment information, and you're all set!

Question 2

My order hasn't arrived?

Accepted Answer

If your order has not arrived after the estimated delivery time and you've checked with the carrier, please follow these steps:

**Contact Us**: Reach out to our customer service team with your order number and details. You can contact us via support@swootsy.com or customer service form.

**Provide Details**: Let us know if there were any specific issues or if the carrier has provided additional information.

**Wait for Resolution**: We will investigate the issue and get back to you with a resolution as soon as possible. This may include sending a replacement order or issuing a refund.

Question 3

When will my order be despatched?

Accepted Answer

We strive to process and ship orders within 1-2 business days. Once despatched, you'll receive a shipping confirmation email with tracking information.

Question 4

How long will it take for my order to arrive?

Accepted Answer

Delivery times vary depending on your location. In the UK all orders are despatched via RM 1st class as standard so orders typically arrive within 1-3 business days after despatched  (unless upgraded to express delivery). International orders may take longer and delivery times may vary depending on the overseas location.

Question 5

Where is my order?

Accepted Answer

The delivery date for your order depends upon the delivery method you chose. You can check your delivery details here, and we’ve added our estimated delivery times below so that you have an idea of when to expect your order.
 
Royal Mail 1st class: You might know this as 1st class post and with this service, Royal Mail aim to deliver your order 1 – 3 days after it’s despatched by us. This service is not tracked and so we can’t let you know the exact time or date when your parcel will arrive.

Question 6

Who will be delivering my order?

Accepted Answer

All of our products are delivered by Royal Mail, and we offer two options: Royal Mail 1st class and Royal Mail 24hr next day delivery.

Question 7

Do you offer express shipping?

Accepted Answer

Yes, we offer express shipping options for faster delivery. During checkout, you'll have the opportunity to select your preferred shipping method.

Question 8

How do I return my order?

Accepted Answer

Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over email. Sometimes on occasions we might ask you to send us a photo of the item.
Unfortunately, we can’t accept returns of personalised items unless the products are faulty or defected. Please contact us and we will try to solve the problem.

Question 9

I entered the incorrect delivery address, can I change it?

Accepted Answer

Yes we can, please just let us know your address amendments before order is despatched. If your order has already been despatched,  unfortunately we won’t be able to change the delivery address.

Question 10

What payment methods do you accept?

Accepted Answer

We accept all major credit/debit cards, PayPal, Apple pay and other secure payment methods. During checkout, you'll see a list of available payment options.

Question 11

What is your return policy?

Accepted Answer

We want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, you can return it within 30 days for a full refund, this excludes personalised items. Please see our Returns and Refund Policy for more details.

Question 12

Can I exchange a card for a different design?

Accepted Answer

We currently do not offer exchanges for different designs. However, you can return the original card for a refund and place a new order for the desired design.

Question 13

How can I contact customer service?

Accepted Answer

Our customer support team is here to help! You can reach us via email at support@swootsy.com or by live chat on our website. We strive to respond to all inquiries within 24 hours.

Question 14

Do you offer wholesale or bulk discounts?

Accepted Answer

Yes, we offer wholesale pricing for retailers and bulk discounts for large orders. Please contact us for more information.

Question 15

Do you offer international shipping?

Accepted Answer

Yes, we offer international shipping! Wherever you are in the world, we're delighted to deliver our greeting cards to your doorstep.

Question 16

How much does international shipping cost?

Accepted Answer

Shipping costs vary based on your location and the size of your order. You can calculate the shipping cost during checkout before completing your purchase.

Question 17

How long will it take for my international order to arrive?

Accepted Answer

International delivery times vary by country. On average, orders arrive within 7 to 14 business days after shipping. Please note that customs processing in your country may impact delivery times.

Question 18

Do I have to pay customs duties or taxes on my international order?

Accepted Answer

Yes, international orders may be subject to customs duties, taxes, and fees imposed by your country's customs department. These charges are separate from shipping fees and are the responsibility of the recipient.

Question 19

What payment methods do you accept for international orders?

Accepted Answer

We accept all major credit cards, PayPal, and other secure payment methods for international orders. Payment will be converted to £ at the current exchange rate.

Frequently Asked Questions