Frequently Asked Questions
All information regarding orders, shipping, handling, and other can be found here.
For specific order or shipping questions that aren't answered here, please feel free to send an email to shop@swamphy.com. Please allow 1 — 2 business days for a response back.
★ General
Europe, Portugal ☀
As of right now, I am not accepting commission work.
All of my 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.
Addendum to that, products marked as "LAST CHANCE" are products that won't be coming back at all.
For all information regarding my grading standards, please refer to my Pin Grading Guide.
Please note that grading standards and practices vary! There is no universal grading scale that everyone follows — all shop owners have their own respective guides.
You will be charged in Euro (€)!
The currency converter solely shows the estimated price in the chosen currency.
★ Orders
Depending on the volume of your order, it'll be sent in one of the following ways:
★ Small to medium orders will be sent in padded mailers.
★ Larger orders will be sent in postal-sized cardboard boxes with bubble wrap for protection.
If you placed two or more orders and would like to combine them in a single package, please send me an email within 1 business day after purchase to shop@swamphy.com providing the order #'s you want to combine. Otherwise, your orders will get dispatched separately.
A product marked as a "pre-order" is a product that is not currently within my possession or has yet to be made.
Usually, pre-orders are sold with either the intent to get enough interest and funding for the product to be made or act as an early sale on an item that is already in the process of being made but is not yet in my possession.
Pre-orders take roughly 4 – 5 weeks (unless stated otherwise) plus an additional week for order fulfillment!
I try my best to minimalize the timeframe, but please understand that manufacturing a product is subject to potential delays, either in production, shipment, due to holidays, quality dissatisfaction or other unexpected anomalies. I kindly ask you to please be patient in case this happens, and to keep an eye on my social media for updates!
In the case that the quality of the products I received are an issue, I request the items to be remade which can hinder the initial shipment date. In this case, too, will I kindly ask you to be patient as this gets sorted out.
Additionally, if you purchase a product marked as a pre-order alongside an in-stock product, then your order will be put on hold until I am in possession of your pre-order so that I combine both products to save on shipping costs. However, if you want to receive the in-stock product earlier, you can place separate orders. Please keep this in mind when ordering!
If your order has been damaged or contains the incorrect products, please send an email to shop@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!
You can cancel your order within 1 business day post-purchase since orders are processed and packaged a day after they're placed.
Refunds are only eligible upon cancellation of an order, if a package gets returned to me without prior notice, or if it arrived damaged. Otherwise, once an order has been dispatched, I cannot offer refunds.
Seconds-quality, sale or clearance items are not eligible for refunds.
All sales are final – returns and exchanges are unavailable. Please read the product descriptions and my Pin Grading Guide carefully before purchasing.
★ Shipping & Handling
All orders are shipped using primarily eco-friendly shipping materials produced in Europe.
★ All padded mailers are made with kraft material and corrugated paper padding. These are vegan and can be recycled in the paper recycling bin.
★ All envelopes are made of 100% recycled material, can be recycled, and are vegan.
★ All shipping labels are made from recycled material, and are vegan + recyclable + compostable.
★ All clear display bags are biofilm(*) and are biodegradable + compostable.
I give it my best effort to be as environmentally conscious with my packaging. However, please do understand that there might be cases where I add bubble wrap or other non-eco materials I deem necessary to the packaging for extra protection.
(Note: I've only recently switched to eco-friendly products, and might ship out orders in leftover bubble mailers I'm trying to use up!)
(*) Biofilm is a natural product with different properties than polypropolene or PVC, and is ultimately designed with the intent to compost. If you intend to keep your product packaged within the bag, please keep it away from high temperatures and humidity to maximize shelf life.
Orders are typically processed and fulfilled within 1 — 5 business days unless stated otherwise (via social media or shop announcements) and are shipped with the Postal Service of Portugal, CTT.
Processing and fulfillment are also subject to be delayed when caused by circumstances outside of my control (holiday seasons, bank holidays, emergencies, amongst others) - this can alter order fulfillment to 3 —7 business days.
As the shop is managed by just one person, all orders are processed and packaged by me. Shipping prices include handling costs (such as mailing and packaging supplies, transportation costs to the post office, etc.)
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.
Additionally, once a package is handed over to the postal services for delivery, any handling and delivery of the package are not in my control.
You can choose between Standard or Tracked shipping. Please note that these are estimated delivery dates from date of dispatch.
STANDARD SHIPPING
★ Domestic (Portugal) = 2 — 5 business days
★ Europe = 7 — 15 business days
★ International = 10 — 20 business days
TRACKED SHIPPING
★ Domestic (Portugal) = 1 — 4 business days
★ Europe = 5 — 10 business days
★ International = 7 — 15 business days
Please note that 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.
If you have a tracking number, you can follow your package by using the tracking system of the package's country of destination (USPS if it goes to America, Royal Mail if it goes to the UK, etc.) or — alternatively — use 17Track.
Here are some quick links:
★ General: https://www.17track.net/en
★ Orders to the USA: https://tools.usps.com/go/TrackConfirmAction_input
★ Orders to the UK: https://www.royalmail.com/track-your-item#/
★ Orders to Canada: https://www.canadapost.ca/trackweb/en#/home
★ Orders to Australia: https://auspost.com.au/mypost/track/#/search
Please allow some time for the information to register and show up in the tracking system.
Additionally, please understand that I cannot contact your postal services for you unless the package is delivered within Portugal.
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:
★ 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.
** By purchasing from Swamphy, you have read, understood and agreed with all of the above. Thank you. **