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I cannot find order in my account.

1. Sign in all your accounts to search this order on order list.
2. Still cannot find it. Try below steps:

• You will get login ID and some information of right email.
• Try to sign in with that login ID.
• You can reset password via “forgot password“.
• Email issue, please “change email address“.

How to track my package?

Visit “My Orders“-Find the order-Click “Track Order” /”Click here to view more”.

My order was closed. What can I do?

If you find your order has been closed after payment, it is most likely caused by the following reasons:

1. Seller send goods timeout

The seller failed to ship your order within Processing Time.

2. Order cancellation

The seller has agreed on your cancellation request.

You can submit order cancellation request before the seller ships your order, if the seller does not respond in 48 hours, the order will be automatically closed.

Refund: you will receive refund within 20 working days

3. Security reason:

In order to ensure the safety of your payment, swift2buy will execute a verification process for every order. Some orders may be closed due to potential security reasons, including but not limited to:

Scenario A: Coupon/discount has been used already by the same user. Please exclude coupon/discount for ordering again.

Scenario B: Incomplete information of order. Please input complete name information for ordering again.

Refund: you will receive refund within 20 working days, but some banks would hold this payment in this situation, you are advised to contact the bank.

How to open dispute?

You can apply for a refund if you’ve not received the order by the end of Buyer Protection period or if you want to return your order for a refund. You can go to the Account > Orders > Order details to apply, manage or track your refund.

When can you get a refund?

Order not shipped out

If the seller has not yet shipped out your order, you can cancel for a refund:

• Go to My Account > Order> Order detail of the order you want to cancel.
• Click on the Cancel order button.

The refund will be processed within 3-20 business days depending on your payment method.

Order shipped out by not received

If the seller has shipped out the order but you haven’t received it yet,

• Start a dispute by going to Account > Order > order details of the specific order and open a dispute
• Select Refund only for the application type

After-delivery item issues

If the order or the packaging is damaged, item received has issues, or it’s not as described then you can;

• Start a dispute by going to Account > Order > order details of the specific order and open a dispute
• Select Refund & Return or Refund only for the application type

How to apply for a refund?

Open a dispute

• Go to Account > Order click on order details on the item you want a refund or refund for a return
• Click on Open Dispute to initiate the process

Select the dispute details

• Select the reason why you are applying for a refund
• Specify the refund amount you’d like [shipping fee refund will be applicable if you return the entire order]
• Select & confirm the refund method where you’d like to receive the refund amount to get debited.
• Describe the issue and add relevant images

Check the progress of your refund

The seller will respond within 5 days after this & keep an eye on updates. To check the progress of your update;

• Go to Account > Order> Order details of the item you want to refund
• Current status is mentioned on the dashboard as In progress
• Click on Handle now to take any action

Confirm the solution provided

• If you agree with the seller’s solution, you may Confirm.
• If you don’t agree, you can provide more evidence to the seller.
• After 5 days, if there’s no solution swift2buy will step in and provide solutions based on the evidence you’ve provided.

Refund ended

On agreement, a refund will be sent to the Refund method selected. It takes 3-20 business days for the refund amount to be reflected in the system. You can check the payment method or the dispute dashboard to ensure a refund has been received.

How to check my refund?

The method of the refund relies on the method of the payment. For instance, if you used credit card to pay, the refund will be processed to the same card with which the payment was made.

Generally, the refund will be received in 3-20 business days. Please click the right Payment/Refund method for detail information about the refund.

For following method of payment, please refer to the Original Account of the Payment

I have not received goods. What can I do?

– If the package is in transit with normal logistic update:

the majority of the packages will be delivered within the time frame promised by the seller.

If your package does not arrive by the promised time (PST), please open dispute and we will help you then. We appreciate your patience.

– If it is over promised delivery time, there is no tracking information, package is returned to seller/hold in customs/shipped to wrong address:

Kindly Reminder: By opening a dispute we could secure your payment from being released to the seller and it would not affect the normal delivery of your parcel at the same time.

 If it is over protection time, but still not received the goods:

Since you cannot open dispute as you have not open dispute in protection time, you will need to  contact the seller for help. Also we highly suggest that, next time, you open a dispute in buyer protection period to claim refund.

How to add card and manage it for payment?

Card can be added when you pay for the order by ticking ‘Save this card’

How to solve payment issues?

If you could not pay for your order through card, please check My Appeal as below:

1. When there is appeal pending on the page, you need to submit with required documents first;

2. In case, you have already appealed online, kindly be awaiting for 1 business days;

3. Otherwise, you could change the payment methods or ensure your card is valid and with sufficient fund.

If there is payment errors, you may follow the suggestions as below to solve the problem:

• Insufficient funds in card or account of payment. Please top up your account for payment again or use another card/method instead.

• Rejected by bank or financial institution, only from whom the detailed reason for rejection can be confirmed. you may contact your bank to get detailed information or use another card/method instead.
• Card is not supported/Incorrect information of card. Please double check if you have input correct information of card for payment. If you got error after double checking, please pay through another card/method instead.
• Due to security reason, card verification(appeal) is required.
• Incomplete information of the order. Check if name in the shipping address has been filled in correctly; correct & complete information is required.
• Expiry date of card is wrong or the card is expired. Please try again with correct expiry date or contact your bank for help. Besides, you may use another card/methods instead.
• Something wrong with the card information. Please check and input correct card information.
• This card is restricted by bank. Please confirm with bank to get resolve the problem, or use another card/methods instead.
• Currency selected for this payment is not supported. Please change to USD or other currencies to try again.
• Exceeding limit of your card or bank account. Please modify limit of your card or bank account and try again. Besides, you may use another card/methods instead.
• Wrong CVV code was entered. Please enter correct CVV code for payment again.

How to get/use promo code?

1.How to get promo code?

Please visit our site regularly to get the released promo codes/coupon codes.  

2.How to use the promo code?

After you have got the promo code/coupon code, please try to applying the promo code to place order and get discount on the check-out page.  

3.Why could not I get the code/use code?

We are sincerely sorry that:

-if the purchase does not meet the minimum spending requirements, you may not get the discount by applying the promo code;

-if the promo code is only available for partial product or some special user, you may not get the discount;

-since the promo code is limited offer, if it is out of stock, you may not get the discount.