Swanwick Frequently Asked Questions
Can I exchange it?
Due to the high cost of making custom prescription lenses, they were unable to switch to a different style or size because it would require making new lenses. If you are not sure what style or size you need, please contact them for assistance before placing your order.
What is their return policy?
They're so sure you'll love your over-the-counter Swannies and other Swanwick Sleep products that they offer a 100% money-back guarantee within 30 days of delivery. Please note that partial returns of bundled items will disqualify the remaining items from the bundle discount. In order to qualify for the 100% Satisfaction Guarantee, you must return the purchased product. In some cases involving defects, they may waive return requests in lieu of photo verification. Refunds cannot be processed for products that cannot be credited or returned, including lost items. If your shipping address is in the US, UK, Canada or Australia, they will provide you with a prepaid return label to ship your return or refund. They cannot provide hard copy return labels, customers will be responsible for printing their own labels. The customer is responsible for packaging any returns. If you are located outside of these regions, you will be responsible for postage on purchases of returns and exchanges to their US or UK returns facility.
What is their shipping policy?
Free shipping on US orders over $50.
Can I modify my order?
To ensure quick delivery, the production of prescription lenses begins the same day the order is placed. Due to the high cost of making custom prescription lenses, they will not be able to accept returns or refunds if you change your mind after placing your order. This includes if you ordered the wrong size or color. If you are not sure what size you need, please contact them and they can assist you before placing your order.
Can I change the frame?
If you find a manufacturing breach within 30 days of receiving your custom prescription velvet, they will repair or replace your frame. Any issues found outside of this time frame will be dealt with on a case-by-case basis, so please contact them for more information.
