Question 1

Can I request a refund?

Accepted Answer

We do not have a refund policy, however you are free to resubmit any item you are unhappy with to The Swap Shop.
 
If an order is placed and you have insufficiant Swap Coins, you will automatically be issued a refund.

Question 2

Do you ship internationally?

Accepted Answer

No sorry. Currently we only ship within the UK.

Question 3

What are the postage costs?

Accepted Answer

Postage costs a flat rate of £3.50 for clothing or £6.00 for footwear.
This is the same for one item or multiple.
All items are sent in reusable postage bags, ready for you to swap more items.

Question 4

How do I cancel my subscription?

Accepted Answer

You can cancel your subscription at any time.
Just go to the "my suscriptions" taps in the members area, and select "cancel subscription".

Question 5

Where do I send the items I want to Swap?

Accepted Answer

First you will need to submit them via the online form.
You will find this in the members area.
Once approved, you will recieve an email notification telling you to post to the below address.
 
The Swap Shop
York Street Studio
16 York Street
Broadstairs
Kent
CT10 1PB

Question 6

How can I find out how many Swap Coins I have?

Accepted Answer

For each item submitted, you will recieve one Swap Coin. These are valued at either Regular or Premium dependant on the item submitted. See "How are items valued?" for further information.
 
The amount you have is displayed on "Your Account" page.
These are added or dedcuted based on the activity on your account.

Question 7

How Are Items Valued?

Accepted Answer

There are two different levels of Swap Coins
 
Regular = Preloved High Street Items 
 
Premium = Designer Branded Pieces or some BNWT items
 
You will be issued the Coin relevant to your submission. Coins can be redeemed for items with the same value.

Question 8

Can I exchange Regular Swap Coins for Premium ones?

Accepted Answer

Currently, this is not possible.

FAQ