Our Team
To help you solve your problem faster, we have compiled some frequently asked questions and answers.
If you don’t find the answer you need, please feel free to contact our customer service team.
1. How do I place an order?
Browse our website at www.swankthread.com and select the products you like.
Click “Add to Cart” and then proceed to the checkout page.
Follow the prompts to fill in your delivery address and payment information to complete the order.
Once your order is successful, we will send you an order confirmation email.
2. How do I modify or cancel my order?
If your order has not been shipped, you can contact our customer service team to request modification or cancellation by sending an email to shipping.logistics@swankthread.com.
Once the order has been shipped, we cannot make any modifications or cancellations to the order. Please make sure to check the information clearly before placing an order.
3. Where can I check the status of my order?
You can view your order history and status by logging into your account. We will also send you an order confirmation email with a tracking number so that you can track your package in real time.
4. How do I track my package?
Once your order is shipped, we will provide a tracking number that you can use to check the latest status of your package on our shipping partner’s website.
5. How will my item be delivered?
We offer a variety of shipping methods, and the specific costs and estimated delivery time will be displayed at checkout.
We support global shipping, but there may be shipping restrictions in some areas.
6. What should I do if I received a damaged item?
If the item you received is damaged or defective, please contact our customer service team as soon as possible (shipping.logistics@swankthread.com).
Provide photos of the damaged item and order number, and we will arrange a return or replacement.
7. How do I request a return?
Please refer to our “Return Policy” page for the specific process of returning.
You can contact us by email with the order number and reason for return, and we will provide a return address and instructions.
8. Do I need to pay for return shipping?
If the return is due to our shipping error or product quality issues, we will cover the return costs.
If you are returning an item for personal reasons or dissatisfaction, you will be responsible for the return costs.
9. Do you offer refunds?
Yes, eligible orders will be refunded. Refunds are usually refunded to the original payment method you used and the processing time is 7 working days.
10. How do you ensure the security of my personal information?
We take strict security measures to protect your personal information and follow data protection regulations to ensure that your information is not disclosed.