FAQ

Frequently asked questions

• Can we know where the products are made?
  
  Yes! We work on the transparency of making our products and we are committed to providing clothing that meets the standards of human work, the environment and promotes the local economy. You can discover our history and see where the clothes come from in the "Locally made" tab.
  
  
• Are my purchases secure?
  
  Yes! The SWENN website is built on the Shopify service and offers a secure payment system. We do not have access to your payment data (credit card, paypal account ...). The only information we keep is your details for shipping. If you have any questions, please read our terms and conditions and our privacy policy.
  
  
• Do I have to create an account to buy?
  
  No! You can buy on our site without account. You will receive e-mail communications. However, if you are a repeat customer, you can open an account and view your purchase history.
  
  
• Why are the prices at the time of payment different than those displayed?
  
  Depending on your residential address, government taxes may be added (for Canada), as well as delivery charges. These charges can only be calculated once the delivery and billing addresses are known.

• I have just made an order that I wish to finally modify or cancel.
  
  Do not panic! As long as the order is not shipped, send us an email shortly and we will be able to modify it for you.
  However, we can not guarantee a cancellation if you delay in contacting us. You can always return the product according to our return conditions.

• What are the delivery times?
  
  For deliveries, deadlines differ depending on the delivery addresses. A section of the website is dedicated to deliveries.

• How can I update my address?
  
  If you have an account, you can edit your information at any time.
  If you have just made an order, please contact us to change the address of the order.

• I can not buy a product or have difficulty accessing the website.
  
  Check that your browser is up to date as well as your operating system. If the problem persists or if you encounter inconsistencies on our website, you can report them to us by indicating your operating system (eg Windows XP, Mac OS 10.0), your browser (Google Chrome, Firefox, Safari ...), the problematic web address, possibly a screenshot and the time the trouble was encountered.

• My payment was declined.
  
  A payment may be refused for various reasons. Check your entered information, the details of your billing address and that the billing name is the name on the credit card used.
  If the problem persists, please contact us.

• I have just received my package, but I am not satisfied.
  
  No problem! We have a return and refund policy: click here for more details. 

• What are the refunds deadlines?
  
  If you have returned a product, we agree to a delay of 5 working days after receipt before making any refund, in order to check the state of the product.