The Swanx Return Policy
o All purchases from www.TheSwanx.com are a final sale but we do allow exchanges. Any cancellation requests must be made via email within 5 days of placing your order. Any changes to orders must be made within one week of placing the order.
o If all conditions within this policy are met you may return your order within 14 days of receipt for an exchange, store credit, or a gift certificate.
o Please try on your hand painted footwear on a carpeted surface only. We do not accept worn or used footwear back for any reason. To clarify: this means there must be absolutely no creasing, no scuff marks, no evidence of any wear what-so-ever on the top or the bottom of the footwear.
o Any footwear returned that has been altered, damaged, or worn will be returned to the customer at the customer’s expense.
o We do not accept the following products back for any reason: personal custom designed orders, pet portraits, human portraits, personalized footwear with names added or color changes, hand painted footwear damaged due to wrong size ordered or improper fit, special order sizes 35 and below, 43 and above, wide/narrow width footwear, or maryjane style shoes. All of these items are specially ordered just for you and are not eligible for return.
o Customer assumes full responsibility for size selected and purchased. We will be happy to assist with size selection but cannot guarantee fit. The Swanx, LLC will not pay for or refund any shipping expenses due to size related issues or for any other reason. Please be sure you select the correct size (and width when applicable) for your hand painted footwear. Improper size and/or width can cause damage to leather footwear as well as the artwork, so proper fit and size is important.
o Returned items must be unworn, in the same brand new condition in which you received them and in the original shoe box. Customer is responsible for all shipping expenses. (Please do not tape or write on the shoe box. A $5 box fee will be deducted from your credit if the shoebox is returned with tape or writing on it, exclusive of the artist’s signature.)
o We do not issue any refunds for orders beyond 5 days. Orders that have to be painted can take approximately 8 weeks to manufacture before shipping out. This is not a guarantee of when you will receive your order, time frame is an estimate only. If you need something right away consider ordering from our Ready To Ship page, our One Of A Kind page, or you can have a gift certificate emailed to you.
o All cancellation requests must be made via email no later than 5 days from the date your order was placed. For each canceled product there is a $25 cancellation fee. For each returned order there is a $15 restock fee. No refunds will be issued after 5 days from original order date, store credit or a gift certificate can only be given. For custom orders that are changed to a non-custom design after a sketch has been emailed there is a $15 change fee for the sketch that was received.
o Exchanges are only accepted at the address listed below. The Swanx and its representatives will not pick up packages or mail at any other location.
o Any deposits placed on special edition holiday footwear are not refundable under any circumstances and cannot be used towards any other purchase.
o If a package appears to be lost or misdelivered by the shipping carrier, The Swanx will do everything possible to assist the customer with locating their package. Once the packaged purchase leaves the possession of The Swanx and is in possession of the shipping carrier, The Swanx has no control over the package and will not be held liable or responsible for undelivered or lost packages. The Swanx will however assist in attempting to locate the package and file any necessary claims with the shipping company in an effort to locate the lost goods. Any refunds issued by the shipping company for the lost merchandise will be paid to the customer. The Swanx cannot issue refunds for lost or damaged packages, the refund request must be made through the shipping company.
o Please be sure to double check your shipping address entries to prevent shipping delays. Packages are not insured unless requested and paid for by the customer at the time the order is placed. Contact us at sales@TheSwanx.com to inquire about package insurance fees and options.
o All gift certificates, store credits and coupon codes are non-refundable and expire 12 months from issue date. Any unused balance left on certificates will remain on file for future use until expiration date. No refunds are issued for unused balances. No credits are issued for expired coupon codes or expired gift certificates.
o For any bounced or returned checks there will be an NSF fee of $35 charged or billed to the customer and appropriate legal actions will be taken to recover merchandise if it has been shipped to the customer prior to notification of funds not being available.
o If you would like to return an item for exchange, store credit, or a certificate, be sure you meet the criteria above and please fill out the exchange form you received on the back of your invoice. Please include the appropriate payment information, check, or money order for $15. Please add $2 for each additional purchase you are exchanging (International customers please contact us for details on exchange fees).
Please send all exchange requests that meet the criteria above to:
18710 Meridian East, #115-83
Puyallup, WA 98375