Refund policy
Refund Policy
Last updated: September 28, 2026
The short version: We make every Swolly Swag piece to order, just for you. That means we can't take returns for change of mind or wrong size, except where the law gives you a right to return (customers in the EU and UK get 14 days; see below). If we mess up with a misprint, a defect, damage, or the wrong item, we'll make it right with a free replacement or a full refund. Just email us with photos within 30 days of delivery. Need to cancel or change an order? Email us as soon as possible. We can only do it if your order hasn't gone into production yet.
Made to order, made for you
Every shirt, hat, and tumbler is printed or embroidered after you order it. Nothing sits in a warehouse waiting for you. That keeps waste down and the designs fresh, but it also means we don't accept returns or exchanges for:
- Ordering the wrong size or color
- Changing your mind (we get it, but no)
- Gifts that didn't land
Customers in the EU and UK: you have a 14-day right to return standard items for any reason. See EU & UK customers: 14-day right to return below.
Please check our Size Guide before you order. If you're between sizes or unsure about fit, email us before ordering and we'll help.
Something wrong with your order? We've got you.
If your order arrives with any of these problems, we'll send a free replacement or give you a full refund, whichever you prefer:
- Misprinted: wrong design, wrong placement, or wrong colors
- Defective: manufacturing flaws like holes, stains, or peeling or faulty print
- Damaged in transit
- Wrong item or wrong size (different from what you ordered)
- Missing item(s) from your package
How to report it. Email swollyswag@gmail.com within 30 days of delivery and include:
- Your order number
- A short description of the problem
- Clear, well-lit photos:
- Print or quality issue: a close-up of the problem area
- Placement issue: the item laid flat, fully in frame (a ruler or tape measure in the shot helps)
- Damage or defect: the damaged spot plus part of the design so we can identify the item
- Wrong item or size: the item with its size tag and the packing slip visible in the same photo
- Missing item: the packaging it arrived in and the packing slip
- Several items with the same issue: one photo showing them all together
You don't need to send anything back unless we specifically ask. Please don't mail items to us without emailing first. We'll give you instructions if a return is ever needed.
Claims reported more than 30 days after delivery can't be accepted. This doesn't limit any statutory rights you have for faulty goods; see "Your legal rights" below.
Lost packages
If your tracking hasn't moved in a while, or your order still hasn't arrived 5 business days after its estimated delivery date, email us. We'll check with the carrier. If the carrier confirms the package is lost, we'll send a free replacement or refund you. Lost-package claims must be reported within 30 days of the estimated delivery date.
Tracking says "Delivered," but you don't have it?
First, check around your property (porch, mailbox, back door, garage), ask neighbors, housemates, or your building's front desk or mailroom, and contact your local carrier. They can often tell you exactly where the package was left or where the scan happened.
If it still doesn't turn up, email us within 30 days of the delivery date shown in tracking. Once a carrier marks a package delivered, it's out of our production partner's hands and isn't covered as a lost package. We'll help you file a claim with the carrier and give you the tracking and shipment details you need. We review reprints case by case, but we can't guarantee a free replacement or refund for packages marked delivered.
Wrong address, refused, or unclaimed packages
Please double-check your shipping address at checkout. Once an order ships, we can't change the address.
If a package comes back to us because:
- the address you entered was incorrect or incomplete,
- it was refused at delivery,
- it wasn't picked up from a locker or pickup point, or
- customs duties or import taxes weren't paid and it went unclaimed,
we'll email you when it arrives back. Returns to sender can take 4–6 weeks to make it back. We can reship it to a corrected address, but you'll need to cover the new shipping cost, and you'll need to reply within 14 days of our email. After that, unclaimed returned items are donated and can no longer be reshipped. We don't give refunds for packages returned for these reasons.
Cancellations and changes
Every piece is made to order and goes into production quickly, so we can only cancel or change an order (size, color, or design) if it hasn't entered production yet. If you need to cancel or change something, email swollyswag@gmail.com with your order number as soon as possible and we'll do our best. If we catch it in time, we'll cancel it for a full refund or make the change.
Once production starts, your order can't be cancelled or changed. Misprints, defects, damage, and wrong items are still covered (see "Something wrong with your order?" above). We can usually still update the shipping address until the order ships. Customers in the EU and UK can still use their 14-day right to return once the order arrives (see below).
EU & UK customers: 14-day right to return
If you live in the European Union or the United Kingdom, you have the right to withdraw from your purchase of standard (non-personalized) items for any reason, without giving a reason, within 14 days of the day you (or someone you name) receive the items. "Standard items" means our regular catalog designs, printed on demand. Items made to your personal specifications (for example, custom text or a design you supplied) are excluded, as the law allows.
How to return:
- Tell us within 14 days of delivery. Email swollyswag@gmail.com with your order number and the items you're returning. Any clear statement works, or you can use the model form below.
- Wait for our reply confirming your return. Please don't send items before you hear from us. Our return address is: Swolly Swag, 1850 McCulloch Blvd N, Ste C1 #136, Lake Havasu City, AZ 86403, United States.
- Send the items back within 14 days of telling us. You pay the return shipping cost. We recommend a tracked service, as items lost on the way back to us are your responsibility.
Your refund: We'll refund what you paid for the returned items, including the original standard shipping cost if you return your whole order, no later than 14 days after you tell us you're withdrawing. We may hold the refund until we've received the items back or you've sent us proof that you've shipped them, whichever comes first. If you chose a more expensive shipping option than our cheapest standard option, we only refund the cost of standard shipping. Refunds go to your original payment method, at no extra fee.
Condition: You can try items on as you would in a store. If an item comes back worn, washed, damaged, or otherwise handled beyond what's needed to check it, we may reduce the refund to reflect its lost value.
Faulty, misprinted, damaged, or wrong items are always covered under "Something wrong with your order?" above, at no cost to you, and in addition to your statutory rights.
Model withdrawal form (only fill this in and send it if you want to withdraw from the contract):
To: Swolly Swag, 1850 McCulloch Blvd N, Ste C1 #136, Lake Havasu City, AZ 86403, United States, swollyswag@gmail.com
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: ____
Ordered on / received on: ____
Order number: ____
Name of consumer(s): ____
Address of consumer(s): ____
Date: ____
Refunds
Approved refunds go back to your original payment method. We'll process yours within 5 business days of approving it (and always within the legal deadline for EU and UK withdrawals). After that, your bank or card issuer may take another 5–10 business days to post it. If you haven't seen it after 15 business days, email us.
Your legal rights
This policy doesn't limit any rights you have under the consumer protection laws of your country or region, including statutory rights for faulty goods.
Questions?
We're real people and we answer email: swollyswag@gmail.com
Swolly Swag
