Frequently Asked Questions
What if I want to return or exchange a product purchased online?
Return Policy for ONLINE:
Free shipping over $50. We accept clothing returns postmarked within 14 days of the delivery date with free return shipping. Refunds are issued to your original payment method or in the form of online credit. Refunds cannot be returned to alternate cards or different forms of payment. Returns must be received in new condition: unworn, unwashed, and with original tags attached. Items returned with obvious use, makeup, animal hair, dander, deodorant, perfume, or similar product stains may be subject to refusal. Shoes must be returned in their original shoe box and placed inside an additional box for shipping transit. If received damaged, shoes will be shipped back and subject to additional shipping costs. Final sale items cannot be returned, refunded or exchanged. Lingerie can not be returned, refunded, or exchanged. Gift certificates cannot be returned or refunded. Original shipping is non-refundable. Please note your tracking number from your label. If you have received a damaged product or the wrong product please call us so we can resolve any issues as soon as possible – 1-877-792-4437 **STORE CREDIT WILL BE ISSUED FOR ALL RETURNS OF IN STORE PURCHASES**
Return Policy for Personalized and Monogrammed Gifts:
All personalized and monogrammed products from Swagger are final sale due to the personalized nature of monogrammed gifts. That is why you are asked to enter your initials and then to confirm your last name initial. Please make sure to read all dimension and size information. If you believe we have made a mistake, please contact us to review your order details. If we made a mistake on your order, we will get you a replacement! Contact us with your order number so we can help get the replacement expedited. Please note that we cannot replace an item for FREE unless the mistake was made by our staff. For example, if you placed your order but misspelled a name or chose the wrong font or thread color, we will not replace the item for free. Or if the item doesn’t fit or isn’t the size you expected, but the dimensions are listed we will not replace the item for free. However, be assured if the fault was ours we will replace the item for free as soon as possible! Please contact us within 3 days of receipt.
Return Policy for IN STORE:
We will gladly return items for store credit within 30 days from date of purchase. Refunds in the form of original payment will NOT be issued for in store purchases.
What if I have been sent the wrong item?
Fulfillment mistakes that we make resulting in the shipment of incorrect product to you must be called in within 3 days of receipt - NO EXCEPTIONS. Please contact us if you believe this has happened with your shipment.
In order to make a return, please refer to our Return Policy above to ensure that your return meets the criteria stated. Next, complete this Return Form and include it in the box with the items you are returning. Once your package is received please allow 10 business days for return processing. When your return is processed you will either be called or emailed a notification.
*If you believe you have received DEFECTIVE merchandise or were shipped incorrect merchandise, you must contact our store within 3 days of receipt - 919-858-5884.
What if I receive a damaged item?
If you believe you have received DEFECTIVE merchandise or were shipped incorrect merchandise, you must contact our store within 3 days of receipt. Please call us at 877.792.4437. We'll get a replacement shipped to you right away.
Monogramming Questions? We hope this helps!
So, you have decided to take the leap and start personalizing gifts for your friends, family, and yes, even for yourself. Making sure you get the monograms right can be a little confusing, so lucky for you, we here at Swagger have put together a little “cheat sheet” for making sure you never commit a monogramming faux pas.
First let's clear up the difference between a Traditional Monogram and a Block Monogram:
With a Traditional Monogram, the middle letter (the last name of the person) is LARGER and in the center. It is flanked by two smaller letters representing the first name on the left and either the middle or maiden name on the right. Traditional Monograms are usually used for women or couples. However, you can use this for a male - we would just suggest using a more masculine font like Times or Circle. Here is an example of a monogram using our Interlocking Font:
With a Block Monogram all the letters are the SAME size. Block Monograms are usually used for men. However, you can most definitely use block monograms for women if that is what you would like to do! We do not suggest block monograms for a married couple. Here is an example of what a block monogram will look like using our times block font:
(ON THIS WEBSITE - you will ALWAYS enter the person's initials (FIRST NAME initial, MIDDLE NAME initial, LAST NAME initial) and we will arrange them based on the monogram you choose. The monogram choices will either be all the same size(block) or middle letter bigger (traditional). If you would like to personalize something for a married couple we ask that you spell out his and her full names and the married last name in the comments section at check out. (See below for more info on Married Couple's Monograms).
Personalization for Women, Men and Couples (sharing a common last name):
Please note these are our suggestions. You can do ANYTHING you wish! If you want to use a monogram for a man - DO IT! If you want to use initials for a woman - DO IT! It is your gift to give!
Women’s Monogram: For most, the conventional personalization for woman is a monogram, consisting of three letters with a larger letter in the middle flanked by two smaller letters on each side. Traditionally, the larger middle letter is for the last name, the smaller letter on the left is for the first name and the smaller letter on the right is for either the middle name or maiden name. Check out our handy little example below: Name: Jill Ann Smith
Traditional Monogram: JSA OR
If you would like to have her initials in a Block Monogram: JAS
Now, if Jill got married to James Martin Barker and she kept her maiden name as her middle name here’s what happens. Name: Jill Smith Barker
Traditional Monogram: JBS OR
If you would like to have her initials in a Block Monogram: JSB
Men’s Monogram: The traditional personalization for a man are his horizontal initials also known as a block monogram. Each letter is the same height and appear in the same order as the actual name – first name, middle name, last name. Name: James Martin Barker
Block Monogram: JMB (all letters being the same usually in a block font) OR
If you would like to have his initials in a Traditional Monogram: JBM
Couple’s Monogram: This is where it starts getting a little tricky for a lot of people. Traditionally when the bride takes the groom’s last name, the monogram is Bride’s First Name, Common Last Name, Groom’s First Name. However, it is totally up to the bride and groom how they’d like their married initials to appear, so it is always good to check with the couple beforehand. If you are in a pinch, just monogram the last initial – it still looks great and they will have no clue how befuddled you were. Here’s an example or a traditional couple’s monogram:
Couple’s Name: Elizabeth A. Jones marries Davis C. Kelly Blended Monogram: EKD
We get the question all the time, "If you just want to use a Single Initial which one do you use?" Here are our answers:
The Single Letter Initial: Since we have monogrammed thousands of items over the years, we feel really comfortable suggesting when to use the first initial and when to use the last. Remember, these are just our suggestions – you’re the one giving the gift…
Jewelry, Handbags, Bath wraps and other accessories for Women: Use the first name of a woman if you are going to monogram any of these items.
Glassware, Soap, or Candles: Use the last name or a woman, man or couple if you are planning to monogram with a single initial.
Stamps and Embossers: This one is tricky! For a woman, if you are putting a single initial, you can use either the first or last initial but we tend to lean more towards the first name initial. If the stamp is for a man or a couple, we suggest using the last name.Towels: I bet you never new these can get you into hot water! We suggest following the same rule that we mentioned for stamps. You can use either initial for a woman’s towel (using a single initial) with the first name being our preference. For a man, or couple, we think using the last name is more appropriate. Now that we’ve helped navigate you through the murky waters of monogramming, personalize away!
Who can I call if I have a question about my order?
Call us, Monday-Friday from 10AM to 6PM Eastern Time, at 919-858-5884 or 1-877-792-4437. We are happy to assist you with any questions, or to take your order over the phone.
Can I phone in my order?
Yes. Call us Monday-Saturday, 10AM to 6PM Eastern Time, at 919-858-5884 or 1-877-792-4437 and we will will assist you with your order.
When will my credit card be charged?
Credit cards are billed when you place your order. For best service, please include a daytime telephone number in case there are questions pertaining to your order.
Do you take Checks or Money Orders?
Orders placed online can be paid only with a credit card, We accept Visa, Mastercard and American Express.
Do I have to pay sales tax?
Only orders shipping to addresses within North Carolina are charged sales tax.
Can I change my order after I submit it?
We process orders very quickly. If you need to make a change, please call us at 919-858-5884 or 1-877-792-4437 as soon as possible. Every effort will be made to accommodate your request, but we CAN NOT guarantee it.
When will my order ship?
We ship clothing and non personalized gift and jewelry orders Monday - Friday, usually the same day or within 24 hours. Orders placed after 1:00PM Eastern Time Friday, or on weekends and holidays, will ship on the next business day.
Personalized gifts will ship within the "Availabilty" in the description of each item.
How will you ship my order?
We ship UPS, USPS, and FedEx to destinations in the continental USA, and via UPS AIR to Hawaii and Alaska. Orders shipping to APO/FPO military addresses ship via the Postal Service. Swagger reserves the option to choose the best carrier available at the time of shipment.
When will I receive my order?
Your order will ship from our center in Cary, NC. It will ship after the turnaround time stated on the item you purchased. Shipping is not included in the turnaround time. Standard ground shipments will take 1-6 business days to arrive depending on which state you ship to. Please allow extra time when shipping to remote rural areas. Orders shipping to APO/FPO addresses can take 10+ days for delivery. We cannot guarantee when an order will arrive. Consider any shipping or transit time only as an estimate – we can not guarantee shipment times by the USPS, UPS or Fedex. We encourage you to order in a timely fashion to avoid delays caused by shipping or product availability.
When your order ships we will send you a Shipping Confirmation email with a tracking number and direct link you can use to track your order.
Can I have my order sent to more than one address?
Yes. However, Free shipping on orders over $100 is to one address.
Can I send an order to a country other than the United States?
Currently, we only ship to the 50 United States and APO/FPO addresses.
Is gift wrap available?
Giftwrap is available on some items. You may add gift wrap on the item when ordering if it is available. If you so choose, your item will be wrapped in our signature zebra paper.
Is my credit card transaction secure?
Your credit card transactions are secure. All online orders are sent through a secure server using the latest SSL technology to encrypt the information being transmitted. Additionally, your credit card number is passed directly through Authorize.net using the most sophisticated online security available. We do not see nor do we store your credit card number on our site.
Do you disclose any personal information to outside parties?
We will not disclose any personally identifiable information (your name, address, phone #, email address) to any third party unless required by law to do so.
Do you send information via e-mail?
We send you an order confirmation and shipping confirmation via email automatically. You can also sign up to receive special discounts and promotional offers from us by email. You can always request to be removed from this list.