Frequently Asked Questions
 
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For questions or comments please call us at 1-800-255-7873.

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FAQ

FREQUENTLY ASKED QUESTIONS



Ordering FAQs Shipping FAQs
E-Gift Cards
Pricing Payment
Returns
Store Credit Rewards
Promotions



Ordering FAQs




How do I search items on SWELL? You can search for items on SWELL a number of ways. The easiest way is to browse through the categories on the top menu of the site. You can then refine the search by category, brand and size. Alternatively, you can go directly to your favourite brands and refine through category and size. If you know the style name of what you want, you can enter this into the "Search" on the top of any page on the site and we will find you everything related to your search. Once you have found your desired item, click "add it to my cart" to start the order process.

What forms of payment do you accept?
SWELL is proud to accept Visa, MasterCard, American Express and Discovery. We also accept PayPal and bank Deposit as major forms of payment. We do not accept cash, cheques or cash-on-delivery (C.O.D.).

Can I make a change to an existing order? Sure. You may make changes to your order up until your order has begun being processed. Please contact us by live chat or email with the order modifications you would like. Please note that not all changes can be guaranteed as the order may be too far into the shipping process. Ensuring that your order is correct in the Review & Buy section of the site is always the best policy to save any disappointment at a later date. If your modification cannot be made, please remember that our returns policy is friendly and flexible, so most changes can be made after the order is received.

How can I track the status of my order? When your order ships from our fulfillment centre, you will receive an email confirmation with your shipment tracking number and a link to the shipping company website .If you have any issues with this, please contact our Customer Service Department and we can assist you.

Why is my tracking information not appearing? Even though your package has shipped, it may take up to 48 hours for tracking information to appear on a carrier’s website. This is due to the timing of updates made by the carrier’s tracking system. Please refer to the estimated delivery dates that appear on your order confirmation email. If the estimated delivery dates have passed and the carrier’s tracking information hasn't changed, our customer service team is happy to help. Email customerservice@swell.com or call 1-800-255-7873 from 7:00 AM to 6:00 PM PT, Monday through Friday.

Where's my confirmation email? If you did not receive a confirmation email within a few minutes of successfully placing your order then you may have entered your email address incorrectly. Another reason you may not have received the email is if your ISP flagged our confirmation email as spam. All confirmation emails are sent from customerservice@swell.com Please contact us by live chat or email with your full name and order number and we will confirm your order.

How do I cancel my order? You may cancel your order up until your order has begun being processed. Please contact our Customer Service Department by live chat or email. We will send an email confirming the order cancellation.

Can I order by phone, email or fax? To protect your security, we do accept orders via phone and email but not by fax. To place an order please use the shopping cart on our website - our friendly staff will be happy to help you out using the live chat feature.

Thinking of removing items from your cart? You may instead want to consider saving the items to your wish list for a future purchase. Items that you move to your wish list can later be moved back to your shopping cart, or you can send copies of your wish list to others in hopes of making your wishes come true. Please note, items added to your wish list do not ensure later availability. (You must login to use the wish list feature). You may always login by clicking "Sign In" on the menu bar at the top of any page.

How do I use a promotional code? To use the promotional code you have to enter it into the checkout of your order. After you have finished shopping, click on your shopping bag. Underneath the items added is a "Promo/Voucher Code" input. Enter your Promo Code into this section and Click Apply. The discount will then be applied to your order and can be finished as usual. Please note: Promotional codes can only be used once and cannot be combined with any other discount or promotion.

Can I purcahse a gift card online?
Sure. Gift Certificates can be purchased on our online store and can be sent to a friend or family as a gift. Upon finalizing your purchase, the Gift Certificate number and instructions will be emailed to yourself and the designated recipients.
They may be used toward the purchase of any item in our vast product selection simply by visiting the site. Digital E-Gift Cards are available in denominations of $25, $50, $75, $100, $150, $250 and $500 can be purchased on the SWELL Gift Card page. They make great gifts all year long.
In October 2014 we discontinued the sale of physical gift cards. If you have a physical gift card you may of course still redeem it in checkout.

How do I redeem my Gift Card?

Using your SWELL Gift Card or E-Gift Card is easy. Choose SWELL Gift Card as your payment method in checkout, then enter the number in the Gift Card Number field if you have a physical card or under E-Gift Card Number in your email if you have the digital version. If you are placing a phone order, just give your number to our friendly customer service representative.

If the balance due on your order exceeds the card balance, you may use another accepted payment method to complete your purchase. Any unused portion of your SWELL Gift Card or E-Gift Card will remain for future use.

How can I check my SWELL Gift Card balance?

Click here to check your Gift Card and E-Gift Card balance

Can I transfer my gift card balance to another SWELL account, or cash it out?

Unused SWELL Gift Card and E-Gift Card balances may not be transferred to another account. SWELL Gift Cards and E-Gift Cards are not eligible for a cash refund unless required by applicable state law.

What If I am ordering and there is an error in the checkout? If you have any Technical Issues whilst using the site, please contact our Customer Service Department and we will assist you immediately.

What currency are SWELL prices displayed in?
All prices are shown in U.S Dollars.

How do I keep up to date with happenings and new items on the site? The best way to stay up to date with SWELL.com is to add yourself to our mailing list. Weekly emails are sent out updating customers on new brands, new stock deliveries and stylish ways to put together outfits. Alternatively, check out our New Arrivals section under each main category.

Do you have a size guide? Yes, we have an extensive range of size guides for our clothing, wetsuits, snow gear, accessories and footwear for men, women and children. They are accessible in the viewing of most items on the site with the sizes available.

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Shipping FAQs




How do I know my order is shipped?

Once your order is confirmed by email it is processed by our warehouse and despatch department. The items are personally folded and enclosed safely in a satchel/box with your personal invoice. Your address is printed onto the packaging and collected from us personally by the carriers. We will email you a shipping confirmation email containing what you ordered, where it is going to as well as the tracking number and a link to the carrier's site.

How will my order be shipped?

We understand the need to get your order to you as quickly and safely as possible. With our network of couriers and postal services, we can offer the best option for you dependant on size, weight and speed of delivery. In the United States our main carriers are United States Postal Service (USPS) and DHL for international orders.

What happens if my items get lost in the mail?

The first thing to do is contact the carrier your order was sent with and quote your tracking number that was sent to you in your confirmation email. If your items are unable to be located by the carrier, we will lodge an enquiry from our end. For further information, please contact your local customs office or customerservice@swell.com..

What happens if I receive an incorrect item?

If you receive an incorrect item on your order, please contact our Customer Service Department straight away and we will arrange for the correct item to be sent to you. We will also arrange or reimburse for return postage of the incorrect item.

What is your backorder shipping process?

You will be charged shipping and handling only once. There are no additional shipping charges for backordered items that ship separately from the original order. Backordered items ship via Economy Ground.

Does it cost me anything to use the SWELL SmartLabel to return an item?

If your order value is over $99, your return shipping is free*. However, for orders under $99, the SmartLabel has a cost of $4.99 which will be deducted from your refund or store credit when your return is processed. The $4.99 fee covers the cost you would have to pay to return the order yourself and ensures you are not liable if the package is lost (we will still issue a refund if your package is lost and you used our Smart Label). It allows us visibility on the tracking of your items being returned. You do not have to use our Return Label to send items back; however, we strongly recommend you insure, certify, and track your order when returning to protect you from lost packages. You can reprint a barcoded return label...just click here.

Do you ship Internationally?

Yes SWELL partners with DHL to provide fast and reliable shipping to most corners of the world. Delivery times and prices can be viewed here.

Are there brands and products that cannot be shipped outside of the U.S.?

SWELL offers international shipping on most items. However, certain brands and products are not eligible to ship outside of the U.S. These restrictions can be viewed here.

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Returns FAQs




What Is Your Returns Policy?

SWELL is committed to customer satisfaction. If you receive merchandise that you are unhappy with for any reason, simply return it within 60 days - in the condition you received it for a full refund or store credit that never expires. After 60 days and up to 180 days we will issue a store credit. Final sale and non-refundable items may not be eligible for a refund or store credit.
Provided you have spent over $99, and your order is going to an U.S and terrorities address, you qualify for free returns. If you are not satisfied with your online purchase, you may return it within 60 days of the invoice date for a refund and within 180 days for store credit.

How do I return an item?

There are two ways to ship purchases back to us. Whichever option you choose, include your completed packing slip form, remove or cover the original shipping label and seal the package securely with tape.You can return on your own. Please send your return package with the packing slip enclosed to this address:

Do you pay for my return shipping?

If the returned item was what you ordered but turned out to be not exactly what you were hoping for (i.e. you weren't happy with your choice of size, colour, style) you qualify for free returns postage if your order was over $99.00. You can send it back to us using the pre-addressed returns label. Customers that did not qualify for free returns will need to attend an Post location to return their goods. We will however cover the cost of shipping the new item back to you. Please see our Returns Page for more details

Where do I ship my return?

Order # _________
SWELL Returns Department
121 Waterworks Way Suite 101
Irvine, CA 92618

For your security, we recommend insuring packages against loss and retaining the tracking number. SWELL cannot accept COD deliveries and is not responsible for customer returns that are not received.

I returned an item and it was incorrectly processed?

We are very sorry if your request was not met. If you were expecting an exchange and received a refund instead this may have been because we did not have sufficient stock of the requested item. In this case we will attempt to contact you, however if no contact can be made we will process and return your funds as quickly as possible, so not to hold up your funds. You can then reorder another item that you may like in your own time. If you were expecting a refund and your request was not met, please contact our Customer Service Department.

Can I return items that we purchased as a gift?

Yes, you can return items that were either purchased for you as a gift or that you purchased for another person. Please follow the returns instructions above and ensure to tick on your returns form that it was a gift. If a refund is being issued, it will go back to the card originally used on the order. If an exchange is being issued, it will be sent back to the shipping address unless stated otherwise.

Do I return Surfrider items directly to SWELL?

Yes. If you're a Surfrider Foundation member and wish to return or exchange your SWELL purchase, SWELL's standard return policy will apply.

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Store Credit




What is store credit?

When returning items, you have the option to receive a refund to the order’s original payment method, or store credit which can be used conveniently for future orders on SWELL. To request store credit, check the Account Credit option on your packing slip. Or request it directly from the customer service representative assisting with your return.

What are the benefits to choosing store credit?


Store credit never expires and is stored safely and conveniently in your My Account until it’s fully redeemed.

Can store credit be combined with coupons or discounts?

Yes! Any eligible coupon or discount can be used with store credit or any other payment method you select.

I have store credit. How did I get it?

Store credit is issued to customers who checked the Account Credit option on the packing slip or customers who requested it directly from a customer service representative who assisted with a return. Additionally, as an extended return window, store credit is issued to customers who returned products after 60 days and before 180 of purchase. Before 60 days of purchase, customers have the option off returning items for a refund to the order’s original payment method.

Store credit has always been a feature of SWELL, however in January 2014 it was made available online for customers to view and redeem themselves in checkout without requiring the assistance of a representative. If you have any questions about your balance, you may contact the customer service team at 1-800-255-7873 from 7:00 AM to 6:00 PM PT, Monday through Friday.

When will my store credit become available?

Please allow approximately two to three weeks for the shipping and processing of your return. Once your return is processed, an email will be sent to you confirming your return. Your store credit is available at that time.

How do I use store credit?

The easiest way to use store credit is by applying it in checkout. Be sure to log in with your SWELL account. When store credit is available, it appears in the Payment step next to a yellow Apply Store Credit button.

What if I don’t have enough store credit to cover my order total?

If you don’t have enough store credit to cover your order total, the Credit Card page will appear during checkout where you can select or add a credit card. Store credit cannot be combined with SWELL Gift Cards or Paypal.

How can I check my store credit balance?

Your store credit balance is listed on the Store Credit page in My Account. If you placed your order by checking out as guest and you have not registered, your store credit notification email includes a link to create a password. Then simply sign in to view and use your store credit. Store credit balances may also be obtained by contacting the customer service team at 1-800-255-7873 from 7:00 AM to 6:00 PM PT, Monday through Friday.

Can I receive store credit for returned items purchased with PayPal?

Currently the amount for returned items purchased with PayPal must be refunded to PayPal and cannot be given as store credit.

Can store credit be redeemed on the SWELL mobile site?

Currently store credit is not redeemable on the mobile site, but will be soon.


Rewards



What is the Rewards Program?

The Rewards Program lets you earn 3% back on every purchase you make at SWELL, every day of the year. Plus you'll get special access to deals available only to Rewards members.

You cannot earn Rewards from sales tax, shipping charges, discounts, free items, past purchases, gift cards, and boards. You cannot redeem Rewards on gift cards. If you return merchandise, Rewards earnings from that purchase will be deducted from your Rewards account.

How can I earn additional Rewards?

Occasionally we run limited time promotions, raising the amount of points that are awarded for a qualifying purchase.

How does it work?

Rewards are earned in a calendar quarter (three month periods), then you have one month to redeem them. For example, if you purchase $200 in products from January to March, you will receive a $6 dollar voucher to spend from April 15th to May 15th. Your unique voucher code will be emailed to you and posted in your My Account. These voucher codes can be used like any SWELL coupon. Don't worry, we'll send you helpful reminders so you don't forget to use your voucher. Earning periods are consecutive. That means you earn Rewards every day of the year, even while you redeem your Rewards voucher!

What are the Rewards earning and corresponding redemption periods?

Earning Period Redemption Period
Jan to Mar Apr 15 to May 15
Apr to Jun Jul 15 to Aug 15
Jul to Sep Oct 15 to Nov 15
Oct to Dec Jan 15 to Feb 15


How do I join?

Joining is totally free and automatic. Just create a SWELL account at checkout and make a purchase with that account to join and start earning. If you already have a SWELL account, just make sure you're signed in so we know who you are and can give you Rewards.

How do I see my Rewards vouchers?

Rewards vouchers will be posted on the Rewards page of your My Account. You can also view your Order History any time to see a complete list of online purchases and dates.

How do I use my Rewards vouchers?

Enter your Rewards voucher code in the Promotional Code box that appears on the Order Review page in checkout and click the ADD button. See screenshot below.

After you enter your Rewards voucher code, if you have additional SWELL coupon codes, you can enter them one at a time after your rewards code in the same box. Rewards vouchers cannot be redeemed for cash. Please note that each Rewards voucher is a single-use code. Unused points cannot be rolled over to additional purchases or future redemption periods.

Can my Rewards vouchers be combined or transferred?

Rewards vouchers are associated with your account and will be added to the account you use to make purchases. You cannot combine Rewards vouchers acquired through multiple accounts or transfer Rewards vouchers from one account to another.

What if I return merchandise?

If you return merchandise, Rewards earnings from that purchase will be deducted from your Rewards account. If merchandise purchased with rewards points is returned, we are not able to apply the points used towards a new order. As a one-time courtesy, you may request to exchange those items for a new size. Please contact customer service for assistance.

Are there any exclusions?

You cannot earn Rewards from sales tax, shipping charges, discounts, free items, returned items, past purchases, gift cards, and boards. You cannot redeem Rewards on gift cards.

What if my Rewards voucher total looks inaccurate?

If you have questions about your Rewards, our customer service team is happy to help. Email customerservice@swell.com or call 1-800-255-7873 from 7:00 AM to 6:00 PM PT, Monday through Friday.

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Promotion Codes

Why isn't my promo code working?

Your cart may contain one or more items that are excluded from the promotional offer. Please see terms and conditions below regarding promotion codes.

How is the promotion discount applied?

To use a promotion code, enter the promo code in the cart or checkout. When a valid code is entered, the discount will automatically apply and be shown in your order summary. Discount cannot be combined with other offers. Only one discount code will be accepted per order. If you are still having issues, please reach out to our customer service team.

What are the terms and conditions of promotion codes?

Discounts are only applied to valid items in your cart/order. We have the right to exclude certain products or brands from any promotion. Promotion codes are only valid for specific dates and we have the right to end the promotional period early if deemed necessary. If we end the promotion early, the promotion code will not be accepted in the cart. If the promotion code is accepted in the cart, then we will honor the promotion. Promotions cannot be applied to orders after the order is placed and the customer has received an order confirmation.

How do I get my Surfrider Foundation Membership discount?

Surfrider Foundation members get 20% off on purchases made at SWELL. Visit the Surfrider Foundation website to learn more.


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* = Order value must exceed $99 before taxes and shipping fees. Only return shipments using a SWELL SmartLabel are eligible for free return shipping.


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