Shipping & Returns
We're here to make your Swoollies experience as warm and wonderful as our products. Here's everything you need to know about getting your order and, if needed, sending it back.
📦 Shipping Information
Free Shipping on All Orders Over $100 🎉
Enjoy free shipping on all US orders over $100. Orders under $100 have a flat-rate shipping fee of $9.99.
All prices are fully inclusive – no surprise duties, taxes, or customs fees at checkout or delivery. What you see is what you pay.
Fast Processing
We know you're excited to receive your Swoollies! We do our very best to dispatch orders the same day if placed before our 10 am GMT cut-off time, or the next working day. You'll receive a confirmation email with tracking information as soon as your parcel is on its way.
Delivery Times
We ship all US orders via Royal Mail International Tracked service, delivered by USPS to ensure your parcel arrives safely.
- Standard Delivery: Typically 5-7 working days from dispatch
- Tracking Included: Monitor your parcel every step of the way
- Duties & Taxes Included: All fees are prepaid – no customs delays or unexpected charges
International Shipping to the US
We ship directly from the United Kingdom to your door in the United States. All duties, taxes, and customs fees are prepaid and included in your order total – so no unexpected charges or customs delays. Just straightforward, transparent delivery from us to you.
📍 Track Your Parcel: Use the tracking number in your shipping confirmation email to follow your delivery with Royal Mail and USPS. We're always here if you need help!
↩️ Returns & Exchanges
Our Generous 90-Day Return Policy
We want you to absolutely love your Swoollies. If something isn't quite right, you have a full 90 days from delivery to return it – that's three whole months to make sure it's perfect for you.
Items must be:
- Clean and in original condition (we can't accept soiled or worn items for hygiene reasons)
- Unwashed and unused
- With all original tags attached
- In original packaging where possible
How to Return an Item
We've made it as simple as possible:
- Get in touch: Email us at info@swoollies.co.uk with your order number and let us know what you'd like to return
- We'll guide you: We'll confirm your return and provide clear instructions on how to send your item back
- Pack with care: Pop your item back in its original packaging (or any secure packaging) with all tags attached
- Arrange return shipping: Use your preferred carrier to send the item back to us (we recommend a tracked service for your protection)
- Receive your refund: Once we receive and inspect your return, we'll process your refund within 7-10 working days
Return Shipping Costs
International return shipping is at the customer's expense. You can use any carrier of your choice – we recommend selecting a tracked service so you can monitor your return.
Exchanges
Need a different size or colour? We're more than happy to help! Simply email us at info@swoollies.co.uk and we'll arrange an exchange for you.
Here's how it works:
- You arrange and pay for return shipping to send the original item back to us
- Once we receive it, we'll ship your exchange item to you at no charge
We'll guide you through the process and make it as smooth as possible.
Please note: For hygiene and safety reasons, we cannot accept returns on items that have been soiled, washed, or show signs of wear. We appreciate your understanding!
❓ Questions We're Often Asked
What if my item arrives damaged or faulty?
Oh no! We're so sorry if that happens. Please contact us straight away at info@swoollies.co.uk with photos of the issue. We'll arrange a replacement or full refund, and you won't need to pay for return postage in these cases.
Can I cancel my order?
Yes! If you contact us quickly (ideally within a few hours of ordering), we'll do our absolute best to stop your order before it's dispatched. Just drop us an email at info@swoollies.co.uk with your order number.
How long will my refund take?
Once we receive your return and check everything is in order, we'll process your refund within 7-10 working days. Depending on your bank, it may take a few additional days to appear in your account.
Do I need to include anything with my return?
Just make sure the item has its original tags and is clean and unused. It's helpful (but not essential) to include a note with your order number so we can process your return quickly.
What if I've lost my order confirmation?
No worries at all! Just email us at info@swoollies.co.uk with the email address you used to order, and we'll help you track everything down.
We're Here to Help 💌
Have a question we haven't answered? Need help with your order? We'd love to hear from you!
Email us: info@swoollies.co.uk
We typically respond within 24 hours, often much sooner. Your happiness is our priority!