FAQ

♡ GENERAL

We're based in sunny Portugal, Europe! 🌻 The land of pastéis de nata!

Yes, we do! You can find information regarding our wholesale opportunities here.

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

We're planning on vendoring at conventions at some point in the future! ♡

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.

♡ SHIPPING & HANDLING

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

Please note that some circumstances can cause delay in our fulfillment, such as the holiday seasons. Our order processing times can increase due to this.

Our estimated delivery times are as follows, starting from date of dispatch:

Portugal = 1 — 4 business days
Europe = 1 — 2 weeks
Rest of the World = 2 — 8 weeks

Please note that these delivery times are estimates based off of our own experiences shipping to those locations. Actual delivery times will depend on your country's postal services and customs processes.

Delivery estimates to Mexico, Africa, Russia, or Central/South America are considerably lengthier and can take between 4 — 16 weeks.

At checkout, you have the option to select a trackable shipping method. Please select this option if you wish to track your order. The standard shipping option does not include any tracking.

Orders above €70 EUR qualify for free shipping, which includes a tracking number.

If your package has been marked as "Delivered" but is not in your possession, please try the following:

Wait a few days! Sometimes carriers prematurely mark it as delivered but will reattempt in the next couple of days.

Contact your local post office. Provide them your tracking number (if applicable).

Check your vicinity, such as porches, yards, etc. Ask neighbors, friends, or family members who may have picked up your package.

Please allow up to 8 weeks from date of dispatch before suspecting your package has gone missing. It is possible that it is held by customs and/or is affected by other circumstances, such as busy holiday seasons.

A kind reminder that once your order has been shipped, we have no control over what happens to your package. It is also the customer's responsibility to ensure that their shipping address is correct, as we are unable to make changes to your order once it has been shipped. Any handling and delivery is not in our control.

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 shipment 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.

UK customers will need to pay VAT on their own upon delivery.

♡ ORDERS

Products marked as pre-orders are not immediately available and have an estimated time of arrival (ETA) of when it'll arrive at our office and ready for shipment.

The ETA of each product can be revisited at the product listing where you can find more details.

• Pre-orders are NOT eligible for refunds/cancellations.
• Any readily available items that you added to your pre-order will be shipped out once the pre-order item is ready for shipment.
• Any delays in estimated delivery dates will be promptly communicated to customers via email.

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

We kindly ask for your understanding and patience as we sort any potential issues out, as we want to offer nothing but the best possible quality for you!

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,we are 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 so long as it hasn't been shipped out. Once it has been shipped, we do not accept cancellations.

We cannot refund orders that are shipped out with the standard, unrackable delivery. We also cannot refund orders with a tracking number that have been marked as delivered.

If your order gets returned to us, we will contact you via email and offer you the option to have it reshipped with a reshipment fee, or refund your order minus the shipping costs.

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

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

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.