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.
Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments.
How does Pay later in 3 interest-free instalments work?
Pay later in 3 interest-free instalments is a form of credit which allows you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Swish London and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.
Am I eligible for Pay later in 3 interest-free instalments?
To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?
Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 3 interest-free instalments before does not mean it will be offered for every order. In turn, if your application for Pay later in 3 interest-free instalments is denied, it does not mean it will be denied for future orders.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.
Will a credit search take place?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Swish London run credit searches against you that could impact your credit rating.
Why have I not been offered Pay later in 3 interest-free instalments?
Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
What are my payment options with Klarna?
Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.
What happens if I cancel or return my order?
As soon as Swish London have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.
What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Swish London from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience.
You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use Klarna in the future. We may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.
I have been asked to go to the Klarna site. Is this correct?
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Swish London. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.
Have you received my payment?
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk .
What happens to my statement, when I’ve returned the goods?
Once Swish London has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.
I’ve received a statement, but I’ve not yet received my goods.
In the event that your goods have not been received please call Swish London to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.
I have asked for a refund. How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.
I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.