FAQs
How do I place an order?
Select your desired product by clicking the ADD TO CART button. Then you may continue shopping, add additional products or Proceed To Checkout.
Can I cancel or modify my order?
We process and complete orders as quickly as possible, including monogrammed and custom items. If you have any modification requests or need to cancel, please contact us as soon as possible after placing your order. We cannot guarantee that we will be able to cancel or modify, but we will try our best to accommodate all requests.
How fast will my order be processed?
We process all orders placed before 12PM PT (on weekdays and non-holidays) on the same day that the order is placed. Please note that we do not process, ship or deliver orders on weekends and all major holidays:
- New Year’s Day
- Martin Luther King, Jr. Day
- President’s Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- The week of Christmas
Orders placed after 12PM PT and/or on these major holidays will be processed the following business day. Pre-orders are processed once the item(s) are in stock.
Do you accept custom orders?
We have designed each item to be customizable in several ways, but should you desire even more options, or items we currently do not offer, feel free to contact us to discuss what you'd like. Some projects require too much design and trial and error to end up working out, but most of the time we are more than happy to tackle requests.
Please note that all patterns, monogrammed items, and custom work are FINAL sale.
Do you accept corporate orders?
We accept corporate orders with a minimum order requirement per color, per style, depending on the product. We request that you place your order at least 3-4 months in advance to allow us ample time to review design, production and shipping.
Should you need your logo on the product(s), we will require pdf and adobe illustrator files of your artwork/logo for review. Please inquire at info@swandoe.com for more details.
How long does a custom/personalized order take?
Timeline varies depending on the product for a variety of reasons depending on material availability and logistics. We will work with you to figure out all details including shipping and delivery timetable. If you need to modify your personalized/custom order, please contact us as soon as possible. We cannot guarantee that we will be able to make changes, but we will try our best to accommodate all requests. Please note that all patterns, personalized items, and custom work are FINAL sale. If an order also contains non-custom items, the entire order will be shipped out once the custom item is ready.
How much do custom/personalized items cost?
If an item can be monogrammed, you will have the option to add monograms on the product page. Monogramming costs $10 for up to 3 embossed or foil stamped letters. Custom made items vary depending on style and material.
Do you have a waitlist for Sold-Out items?
Yes, we do. For products that are sold out, you will have the option to be added on our Waitlist by clicking the Waitlist button on the product page and enter your information. Once the product is back in stock, we will contact you via email.
I received my order and an item was damaged.
We are happy to help with damaged items. Please email pictures, a brief description of the damage, the order number and your shipping information to info@swandoe.com. We will follow-up with next steps as soon as possible. SwanDoe will determine the best resolution and may ask to see a product in person before making a decision. Please note that SwanDoe is not responsible for normal wear and tear, such as staining or dye fading and we are not responsible for damages caused by shipping carrier.
Can I sell items I've made from your pattern(s)?
No part of our pattern(s) may be reproduced in print or electronically unless otherwise stated. Our patterns are for personal use only. All rights reserved. Please note that all patterns, personalized items, and custom work are FINAL sale.
Privacy
We take the utmost care and concern for your privacy while you’re shopping on our site. We will never share or sell your information to any third party, and the information we collect is solely used to contact you about your order if necessary. Transactions on our site are secured using 256-bit SSL encryption and your credit card information is never stored.
SwanDoe Inc., strives to ensure the security and safety of its customers and reserves the right to reject any order which raises concern. If there appear to be irregularities regarding an order, we will contact the customer before processing the order to protect their interests and ours.
