RETURNS

What is your return & Refund policy?

We do not accept used product returns under any circumstances.

-We have a 3-day exchange/refund policy, which means you have 3 days after receiving your unused item to request an exchange or refund.

-Returns due to personal preference will incur a 15% restocking fee.

-You must contact us within 30 days regarding any shipping issues with your order. After 30 days, you assume all responsibility of your package.

-To be eligible for an exchange, your item must be in the same condition that you received it. Items that have been used are not eligible for an exchange or a refund.
Please send us an email: support@theswlstore.com
 
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We will notify you once we’ve received and inspected your return.

You can always contact us for any return question at support@theswlstore.com.
 
Damages and issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
 
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on subscriptions, mystery boxes, or gift cards.
 

SHIPPING

We currently ship to the USA & Canada

 How do you ship my order?

We ship 100% discreetly through USPS. The sender's name is listed as "SWL" and there are no markings at all indicating what is inside.

You can keep up with your package by clicking "view order status" in your order confirmation email. We will also provide a tracking number once your order ships.

How long will it take to get my order?

Domestic orders typically arrive within 2-4 business days starting the day after your order leaves our HQ.

International orders 7-10 business days (depending on the customs in your country). Express Shipping arrives in 1-3 business day.

You can keep up with your package by logging in to your SWL account or by using the tracking information provided in the shipment confirmation email. Check spam folder if you do not see it in your inbox. If you did not receive this information, please send us an email @ support@theswlstore.com

How does the SHIPPING ASSURANCE+ PROGRAM work?

Through our Shipping Assurance+ Program, we assure 100% guaranteed safe and secure delivery of every item purchased from the Vault. If your product arrives broken or defective, we will replace or provide credit! You must submit a claim within 3 days of receiving your order in order to be eligible.

Follow these guidelines:

  • PLEASE inspect piece(s) before use.
  • Do not attempt to use or fix damaged piece(s).
  • You must notify us within 3 days of receiving item(s) with any issues.
  • Warranty is void once a piece has been used.
  • We do not accept exchanges for minor aesthetic reasons.

SUBMIT A SHIPPING ASSURANCE+ CLAIM

I received my piece broken. What should I do?

We do everything we can to ensure you receive your piece in mint condition. If your piece arrives broken, the first thing you should do is not worry at all!

You will receive a response within 24.

You can also send us a high quality picture of your broken piece along with your order number via email @ support@theswlstore.com  

My tracking says DELIVERED but I don't have it. What should I do?

Sometimes, USPS marks packages delivered when it actually hasn't been delivered yet. It may get delivered in the next day or two.
If you haven't received anything in 2 business days, please contact us via email @ support@theswlstore.com (include order # in the email)
 
Inputting the wrong address during checkout will delay the delivery of your order.
If our shipping system shows an issue with your address, we will attempt to email and/or call you to resolve it in a timely manner.
 

A kind reminder: We don't work for USPS so we can't make packages arrive faster or dictate what USPS does (though sometimes we wish we could).

ORDERING

i REALLY WANT THIS PIECE BUT IT'S SOLD OUT. wILL YOU GET IT BACK IN STOCK?

Since our store is highly curated, some of our pieces only come around once. If a piece is sold out, you can always sign up for the back in stock alerts. That way, you will be notified if the item you want comes back to the Vault.

Do you offer wholesale?

We only offer wholesale on select pieces. Please send us an email: support@theswlstore.com