FAQ

♡ General

Europe, Portugal 🇵🇹☀

You can sign up for our newsletter for all news and announcements regarding restocks, shop updates, convention schedules, and more!

You can visit the commissions page for the current status as well as more information regarding what you're able to commission!

You can use our designs as a tattoo for personal use (we'd love to see photos!), but please refrain from using it to promote your tattoo business.

You're also not permitted whatsoever to use our designs for monetary profit nor promotional means unless otherwise discussed.

We're planning on vendoring at conventions very soon!

You will be charged in Euro (€)!

The currency converter solely shows the estimated price in the chosen currency.

♡ Shipping & Handling

Orders are processed and fulfilled witthin 5 business days and are shipped with Portugal's postal service, CTT.

Please note that circumstances outside of our control (holiday seasons, bank holidays, etc.) can cause delay. This shop is managed is managed by a single person.

It is the customer's responsibility to ensure that their shipping address is correct! We are unable to make changes to your order once it has been dispatched. After that, any handling and delivery of the package is not in our control.

All of the following information are estimated delivery dates starting from date of dispatch.

Portugal = 1 — 4 business days
Europe = 1 — 2 weeks
Rest of the World = 2 — 4 weeks

If your package is headed to Mexico, Africa, Russia, or Central/South America, transit times are considerably lengthier and can take between 4 — 16 weeks.

Please note that these estimated transit times are based off of our experiences shipping to these locations. Actual delivery times will depend on your country's postal services and possible customs processing.

Note that we cannot contact your postal services for you unless the package is delivered within Portugal.

If your package is not in your possession, has been marked as "Delivered", or has any other anomaly going on, please attempt the following:

Wait a few days. Sometimes orders are prematurely marked as "delivered" or an attempt at a delivery has failed. Carriers usually attempt another delivery the following business day and can contact you if they have your information.

Contact your local post office. Provide them your tracking number (if applicable). They are your best place to get information or it may be held there.

Ask/check in your vicinity. Neighbours, friends, or family members may have picked up your package for you. Carriers may also have left your package on porches, yards, etc.

Please allow up to 8 weeks from date of shipment before suspecting your package has gone missing. It is possible that it is being held by customs and/or is affected by other situations that affected its delivery date (such as the holiday season).

A kind reminder that once your order has been shipped, we have no control over what happens to your package.

If your package has been returned to us due to an error or mistake not on our part (such as an incorrect address, package hasn't been claimed, etc.) you'll be contacted and asked to select one of the following options:

Have your orders re-shipped to you - You'll be asked to provide a correct, reliable address and pay the reshipment fee.

Request a partial refund - You'll get a refund minus the shipmet costs and a 15% restocking fee.

We put value and importance in honesty on declaring the costs of items on customs forms as accurately as we can. Falsifying and/or lying (such as marking an order as a "gift") is a felony and shop owners can face major consequences.

Customers are responsible for any customs fees, import duties, taxes and other fees and taxes that may apply. If your package has been held by customs for inspection, it may take an additional 2 — 4 weeks. we ask you to please keep that into account as customs fall outside of our control.

We will not be held responsible for any delays caused by those circumstances.

In the event that you deny your package due to customs fees, shipping costs and handling fees will not be refunded.

♡ Orders

Products marked as pre-orders are not immediately available and have an estimated time of arrival (ETA) of when they will get shipped.

The ETA of each product varies and the listing of the product of interest will hold more accurate and detailed information.

Please keep the following in mind when pre-ordering:

♡ Orders with a pre-order item will NOT be shipped until the pre-order item has arrived at our workplace. If you'd like to receive other items earlier, please make separate orders.

♡ Pre-orders are NOT eligible for refunds/cancellations.

♡ If there's a delay in delivery date, customers will be promptly notified via email.

Since products such as enamel pins and plushies are handmade, manufacturing can be subject to difficulties along the way and require more time to get them made.

We ask you to kindly understand and wait patiently as we sort these issues out, because we want to offer nothing but the best possible quality!

Oh no! If your order has been damaged or contains the incorrect products, please send an email to hello@swamphy.com and include your name, your order number (#), and clear photos and/or videos of the damaged or incorrect item.

If the damage consists of minor issues, I am more than open to offer guidance since these are often easily fixable! An example are bent posts — they can be quickly fixed with pliers.

You can cancel your order within one day of placing it. Once it has been shipped, we do not accept cancellations.

We do not refund orders that are shipped out with the regular, non-tracked delivery due to the nature of this shipping method. We also do not refund orders with a tracking number that have been marked as delivered.

If your order gets returned to us for whatever reason, we will contact you via email with the option to have it re-shipped for a new shipping fee, or refund your order minus the shipping costs.

All sales are final – returns and exchanges are unavailable. Please read the product descriptions and our Pin Grading Scale carefully before purchasing.

By purchasing from Swamphy, you have read, understood and agreed with everything written on this page. Thank you.

Any questions not answered here?

Send a message

Please send us a message via our contact form.
Allow 72hrs for a response back.

Send an email

Email us at hello@swamphy.com for any order or general inquiries!
Allow 72hrs for a response back.