Exchange Policy

Last Updated: 14 August 2026

At The Swoop, we understand that sometimes you may need a different size, colour, or product. This Exchange Policy explains how exchanges are handled.

Nothing in this policy affects your statutory rights under applicable UK consumer law.

1. Exchange Requests

We accept exchange requests for eligible items subject to availability.

If you would like to exchange an item, please contact us at  infotheswoopuk@gmail.com with your order number and details of the item you would like to exchange.

We recommend contacting us before sending anything back so that we can provide the correct return instructions.

2. Exchange Timeframe

Exchange requests should normally be made within [14/28] days of receiving your order.

The applicable timeframe for voluntary exchanges does not limit any statutory cancellation or consumer rights you may have under UK law.

3. Conditions for Exchanges

To be eligible for a voluntary exchange, the item should generally:

  • Be unused and in its original condition

  • Be returned with its original packaging, where applicable

  • Have all original tags or labels attached, where applicable

  • Not show signs of damage, washing, alteration, or excessive use

  • Be returned within the applicable exchange period

Items that do not meet these conditions may not qualify for a voluntary exchange, except where the item is faulty or other statutory rights apply.

4. Size or Colour Exchanges

If you need a different size or colour, please contact us before returning the original item.

The requested replacement will be subject to availability.

If the requested item is unavailable, we may offer an alternative solution, such as a refund where applicable.

5. Faulty or Incorrect Items

If you receive an item that is faulty, damaged, incorrect, or not as described, please contact us at [customer service email].

We will assess the issue and provide an appropriate remedy in accordance with your statutory rights.

Depending on the circumstances, this may include a replacement, repair, refund, or another remedy required by applicable law.

6. Exchange Shipping Costs

For voluntary exchanges, [the customer is responsible for return shipping / The Swoop covers return shipping], unless otherwise stated.

Where an exchange is required because we sent an incorrect item or because the goods are faulty or damaged, we will handle the matter in accordance with your statutory rights.

7. Price Differences

If the replacement item has a higher price than the original item, you may be required to pay the difference.

If the replacement item has a lower price, the difference will be handled according to our return/exchange process.

Any applicable price adjustment will be confirmed before the exchange is completed.

8. Items That Cannot Be Exchanged

Certain products may not be eligible for voluntary exchange where an applicable legal exception applies, including certain personalised or made-to-order items and sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.

This does not affect your statutory rights where an item is faulty, not as described, or otherwise covered by applicable consumer law.

9. How to Request an Exchange

Please contact:

The Swoop
Email:  infotheswoopuk@gmail.com

Please provide:

  • Your name

  • Order number

  • Item you purchased

  • Reason for exchange

  • Size/colour/item you would like instead

We will provide the next steps and return instructions.

10. Contact Us

If you have any questions about exchanges, please contact us at:

[customer service email]

Website: https://theswoop.co.uk/

We aim to make exchanges straightforward while protecting the rights of our customers under applicable UK consumer law.