Frequently Asked Questions

All shop information and policies are found here.
Please read through everything fully before sending us a message!

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

Thank you!

♡ General

Europe, Portugal 🇵🇹

All of our designs are considered to be limited releases! However, if a design ends up being in high demand or is popular, it has a chance to get restocked, so please subscribe to our newsletter for shop updates & restocks!

For all information regarding my grading standards, please refer to my Pin Grading Scale.

Please note that grading standards and practices vary! There is no universal grading scale that everyone follows — all shop owners have their own respective systems.

You will be charged in Euro (€)!

♡ Orders

If you placed two or more orders and would like to combine them in a single package, please send me an email within 24 hours after purchase to hello@swamphy.com providing the order #'s you want to combine. Otherwise, your orders will get dispatched separately.

A product listing marked as "pre-order" usually serves as funding in order for it to get made. When purchasing a pre-order item, please keep in mind the following:

♡ Production times for pre-orders take roughly 4 - 6 weeks.

♡ The colors on the final product may vary slightly.

♡ Pre-orders are not be eligible for refunds/cancellations since the funds are used for production.

Delivery dates are subject to change — if a delay is due, I will promptly communicate so via Twitter and Instagram

♡ Upon purchasing a pre-order, please keep in mind that any non-pre-order items in your cart will not be shipped until we've received the pre-order item!

Please understand that manufacturing a product can be subject to delays, either in production, shipment, or quality dissatisfaction of the final product. We kindly ask you to please be patient in case this happens!

In the case that the quality of the products we received are an issue, we request the items to be remade which can hinder the initial shipment date. In this case, too, will we kindly ask you to be patient as this gets sorted out.

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 24 hours of the order being placed. After 24 hours, orders cannot be cancelled.

Refunds are only eligible upon cancellation of an order or if a package gets returned to me without prior notice. Otherwise, once an order has been dispatched, I cannot offer refunds.

Seconds-quality, sale or clearance items are not eligible for refunds. Orders placed with Standard shipping are also not eligible for refunds due to the nature of this shipping method, as it provides no tracking number.

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

♡ Shipping & Handling

Orders are typically processed and fulfilled within 1 - 5 business days.

Please note that order processing can be subject to delays due to circumstances outside of my control (holiday seasons, bank holidays, etc.) and can extend it by an additional 7 business days.

The shop is managed by just one person, so we ask you for your kindness and patience! ♡

Please note that these are estimated delivery dates from date of dispatch:

Portugal: 1 - 4 business days
Europe: 5 - 10 business days
International: 2 - 8 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.

It is the customer's responsibility to ensure that their shipping address is correct and up-to-date, as I am unable to alter your order once it has been dispatched! Please make sure to double-check your details and information.

Once a package is handed over to the postal services for delivery, any handling and delivery of the package are not in my control.

If your package is not in your possession/on your property, 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" when in reality, they're still waiting to be delivered.

Contact and inquire at your local post office.They are your best bet to get information and it might be held there.

An attempt has been made to deliver but failed.Carriers usually attempt another delivery the following business day and can come in contact with you if contact information has been provided.

Ask neighbours, friends, or family members if they picked up your package for you.

If not delivered in your mailbox or you don't have one, thoroughly check your vicinity— your property's surroundings, garden/yard, bushes, (...). In the event that you suspect and are certain that your package has been stolen, please contact USPS for mail theft.

For European customers, I ask you to please allow an additional 1 — 2 weeks for your country's postal services to process your package.

For international customers, please wait an additional 2 — 4 weeks before suspecting your package has gone missing in transit. It is possible that your package has been held at customs or have gone through other situations that affected its delivery date.

Please understand that once orders have been shipped out, I have no control over what happens with your package!

RETURNED TO SENDER

If your package has been returned to me — the sender — due to an error or mistake not on my part (e.g. incorrect address, denied package, package hasn't been picked up within your postal office's allotted timeframe, et alia), you'll be promptly contacted and asked to select one of the following options:

♡ Have your order re-shipped to you — you'll be asked to provide a correct and reliable address and to pay the shipment costs again.

♡ Request a partial refund — you'll get a partial refund minus shipment costs and a 15% restocking fee.

I put value and importance in honesty on declaring the costs of items on customs forms as accurately as I 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. I ask you to please keep that into account as customs fall outside of my control. I will also 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.

Any questions not answered here?

Send a message

Reach out to us via our contact form!
Please allow up to 72 hours for a response back.

Send an email

Email us directly at hello@swamphy.com for any questions!
Please allow up to 72 hours for a response back.