Help & FAQs

 

Orders

How do I place an order?

Placing an order is easy! Once you have seen an item that you want to buy, choose your size and colour (where relevant) and quantity and click 'Add to Bag'. When you have added all of your items to the shopping bag, press the checkout button and follow the straightforward on screen prompts. If you have any problems please email info@swanthorpe.com. Alternatively, you can use the contact us form.

How do I know if an item is in stock?

Most items shown on the website are in stock. However there may be times, particularly during Sale time, when a certain size may be out of stock. In this instance, when you try to add an item to your shopping bag an 'out of stock' message will appear. You will then have the opportunity to select another size or different item.

Can I provide a different delivery address to my card address?

Yes, when you place an order you will be asked for your billing address and delivery address separately. Simply enter the desired delivery address when asked.

How do I know you have received my order?

If you place your order on the internet, then you will see an order confirmation page with an order number reference. You will also receive an order confirmation email to the email address that you supplied when you registered with the website.

I didn't receive a confirmation email, what should I do?

Confirmation emails are dispatched immediately by our system; however we cannot control how quickly your email provider will take to deliver the mail to your inbox. If you have not received the email within an hour, please email us on info@swanthorpe.com so that we can confirm your order.

Can I change or cancel my order?

If you notice a mistake with your order, or would like to cancel it completely, contact us as soon as possible on info@swanthorpe.com. If the order is already being processed we will be unable to make any changes or authorise a cancellation, however you can return the order for an exchange or refund once it has been delivered to you.

Is it safe to pay online?

Yes! Swanthorpe use SSLencryption technology to ensure that your payment details are safe at all time.

There are items missing from my order

Please contact us on info@swanthorpe.com and let us know which items are missing from your order so we can carry out an investigation and arrange a redelivery

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Payment

How do I pay for my order?

Swanthorpe accept the following cards: Mastercard
Visa
Maestro
Solo
Electron
PayPal
Or you can pay by using gift vouchers.

How do I use my gift vouchers?

Simply add items to your basket as normal. Once you go through to the checkout process, you will be given the option to redeem your gift vouchers as a means for paying for your items. Gift vouchers must be used in full; we cannot issue change or another gift voucher if you do not spend the full amount. Once you enter the voucher number the amount will automatically be deducted from your order total. If your voucher is for part payment of your order, then you will be required to fill in your payment details for the remainder of the order value.

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Delivery

What are your delivery charges?

Delivery is currently free on orders over ?99 to UK mainland. For orders under this amount, please check our Terms & Conditions page.

How long will my order take to arrive?

Orders placed for Standard delivery will be packed the next working day and will take 3-5 working days for delivery. Orders placed before 1pm for Express delivery will be packed the same working day and will be despatched the next working day.

What do I do if my order doesn't arrive?

If you have not received your items within 7 days please contact our customer services team on info@swanthorpe.com and we will investigate the matter for you. Alternatively, use the tracking number given with your order to track the parcel with either Royal Mail or ParcelForce.

I live outside the UK, can I place an order?

Yes we accept international orders with credit card payments; however we only accept payment in GBP. Your credit card company will convert this into your local currency for you, so please check their exchange rate before you order.

If I'm ordering from Jersey or outside the UK can I claim my VAT back?

As you are purchasing goods from the UK, we are legally obliged to charge you VAT.

VAT is calculated from the place items are purchased from, not where they are being delivered to. This also means that unfortunately you will also be unable to claim this cost back.

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Returns

What is your returns policy?

We offer a 14 day return policy as long as items are returned in an unworn condition with your packaging slip as proof of purchase. View our Terms & Conditions page for more detail.

My order is damaged, what should I do?

Just return the order to the address provided on the packaging slip for an exchange or refund. Please see our Terms & Conditions page for more information.

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Personal Details

I forgot my password, what should I do?

Go to the forgotten password page, fill in the form as required and a password reminder will be emailed to you.

How do I change my address?

Go to log-in and enter your email address and password. You will then be able to access your account details. Click on 'Address Book', then 'Edit Address' to change the existing address on your account. You can also update any other personal details here such as your phone number and your mailing preferences.

Will my personal information be passed on?

We treat all the information our customers provide us with in the strictest of confidence. From time to time we like to contact our customers to inform them of special offers we feel they may be interested in, both through ourselves and a carefully selected number of approved companies. We will not, however, contact you in this manner unless you have given us permission to do so.

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Contacting Us

How do I contact you?

You can contact us by email at info@swanthorpe.com, our customer service department is open 9am to 5pm Monday to Friday. Alternatively, you can use our contact us form.

Do you have any job vacancies at the moment?

Currently there are no vacancies available.

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After Care

How do I take care of the clothes that I have just purchased from you?

For your convenience many of our clothes are machine washable. However, every item bought from Swanthorpe is clearly labelled with washing instructions. Simply follow the directions on the care tag.

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