Please read the Frequently Asked Questions Below to help you find an answer to your question. If you cannot find the answer you’re looking for then please do not hesitate to contact us.
Do I need to set up an account to make a purchase?
We do ask that you set up an account to order purchases through the website. Becoming a SWISH LONDON member we will send you a newsletter packed with style tips, first looks and exclusive offers.
I’ve forgotten my password – what should I do?
You can reset your password at any time. Follow the link to reset your password.
Can I amend my order once it has been placed?
Yes. If your package hasn’t been sent out yet then you can cancel an item, add an item, change the size, or edit your shipping details. If you need to make changes, please contact our Customer Support straight away.
Which payment methods does SWISH LONDON accept?
SWISH LONDON currently accepts PayPal.
Is it safe to use my credit/debit card online?
Of course! SWISH LONDON employs the latest version of Secure Socket Layer (SSL) Technology providing an encrypted channel and server authentication for a very secure connection.
Is my personal information kept private?
SWISH LONDON believes in honourable conduct. We have never have or will share, sell, rent or lease any personal and confidential data obtained through our website to other companies without your express prior consent.
Which size should I order for my dog?
Please see our Sizing Guide page, which provides information about which product size will be correct for your dog. Please note that the sizing guide page is a guideline only. A detailed description of each product is given below each item on each individual product page.
Do you offer next day delivery?
On certain items we do, yes. However, many items are made to order or have a longer delivery period. A detailed description of each product delivery date is given below each item on each individual product page.
How will my order be packaged?
SWISH LONDON offers our customer’s complimentary gift-wrapping on all orders. All our products will come beautifully gift-wrapped, so you can give our products as a gift with no extra effort, or experience the luxury of a little reward just for you.
How can I track my order?
All our orders are sent by a tracked service. You will be able to track it with the chosen courier using the reference provided in our dispatch email – if it hasn’t appeared yet, please check your junk/spam folder.
Is my package insured and do I need to sign for it?
All parcels are fully insured and sent by a tracked service, which do require a signature upon delivery for security purposes. We advise choosing a delivery address where someone will be available to sign for the parcel to ensure efficient delivery of your order.
Can you ship to multiple addresses?
To avoid confusion, we deliver to one address per order. If you would like to send your purchases to multiple addresses, why not place a separate order for each destination.
How much does international delivery cost?
Shipping costs and delivery times will vary to destinations in Europe outside of the UK. Please contact our Customer Support to enquire about the exact times and costs associated with your location.
I have received a faulty item, how should I proceed?
Please contact us before returning faulty items and we will supply either a free post label, collect the items or advise on the best procedure in the circumstance.
I have received an incorrect item, what should I do?
First of all, please accept our apologies. We want to sort out any issues with incorrect items straightaway. Please contact our Customer Support with your order number and details of the incorrectly received item. We’ll investigate and get back to you at the earliest opportunity and try to resolve it for you as quickly as possible.
An item is missing from my order, how do I report this?
We sometimes send items in separate parcels, especially if one or more items are large or bulky. With that in mind, please check your emails to see if any of your items will be arriving separately. Each dispatch will have a separate email, so if your order has been split, you’ll have several emails.
If this isn’t the case, please contact our Customer Support with your order number and the missing item’s name and product code if possible. We will look to resolve the issue for you as quickly as we can.
How do I return or exchange an item?
We very much hope that you will be as pleased with our products as we are. If for any reason you are not, however, returning or an exchanging is simple. As the cost of delivery varies for each item, please contact our Customer Support straight away and you will be provided with the correct returns label. This will be sent out to you within 3 working days. Please return the items, unworn and as you received them with all the original packaging and tags attached within 14 days of receipt to us.
You can find full instructions of how to do this on your invoice with your returns form.
For more information please see our Returns Policy.
Will my order be refunded in full?
Absolutely. Your refund will either be issued to the original method of payment used, or as SWISH LONDON store credit if requested.
Who pays for return postage?
SWISH LONDON takes full responsibility for the cost of the return. Please see our full Returns Policy.
What about sales tax?
All sales taxes are included in your refund if your order has been sent to a destination within the EU. Outside the EU, customs duties and sales taxes are non-refundable. You may be able to recover these costs by contacting your local customs bureau directly.
How long will it take to process my return?
We take every step possible to ensure returns and exchanges are processed as quickly as possible. It usually takes around 7 working days from the date of receipt to SWISH LONDON. This may take a little longer than usual in busy periods. With this in mind please allow up to 14 working days for us to process your return.
How long will it take to process my refund?
It usually takes up to 7 working days for the refund to appear in your account, but this can sometimes be longer depending on the intermediary banks.
How do I know that SWISH LONDON has received my returned items?
As soon as your return has been received and checked, it is then in a queue to be processed by our returns department, and we’ll email you to let you know once this is done.
This is usually completed within 3-5 working days, though this can be longer during busy periods. In the unlikely event that you haven’t received an email within 14 working days of your returned item arriving back with us, contact our Customer Support and we’ll get back to you as soon as possible.
Make sure you let us know your original order number, which items you have returned and any delivery reference numbers (i.e. from a collection service or courier) when you contact us.
How do I know if the product is genuine?
If you are in any doubt over the validity of a website, we recommend contacting the brand to confirm that the seller is genuine. SWISH LONDON is a registered stockist of all of the brands that we sell. If you require confirmation of this then you are welcome to contact the brands directly for reassurance.