Support Center

Frequently Asked Questions

Shopping Assistance

Sales and Promotions Policy

Standardized Exclusions:

Many of the promotions and sales run on have a standardized set of exclusions. Please note that these standard exclusions include, but are not limited to, the following:

Select shoes, Clearance items, Swap Saver Clearance items, New arrivals, and Hot Brands.

In order to apply any promotion or sale to your order you must be logged into a account. One promotional code per order. 

Promotions do not stack, and the highest sale value will always be applied. 

Promotions cannot be applied to previously placed orders.

Free Shipping Promotion:

As an everyday promotion offers free shipping on all, non-wholesale, orders whose value equals $99.00 or more, (calculated before shipping and tax). This Promotion will automatically be applied to your cart if your purchase qualifies.

Sales Prices in Cart:

All promotions and sales have strict expiration dates and times. As such if a sale ends before you have checked out, the prices of items in your shopping cart may automatically revert back to their non sale prices. If this occurs we cannot apply the sale or promotional prices onto the items.

Sales and Refunds:

All promotions and sales have strict expiration dates and times. Sale prices are only valid if you checkout before the promotion or sale expires.

Refunds are generally issued 10 business days after arriving at our fulfillment center. We cannot guarantee that a refund will be issued before a promotion or sale has ended.

If you would like to partake in a promotion or sale we recommend purchasing before the expiration, if a promotion or sale has ended before your refund is issued we cannot reinstate the promotion or sale.

Third Party Website Promotions: does not currently work with any third party coupon websites. Our promotions are only advertised directly through our mailing list and website. Promotions found on third party websites may not work and will not be honored. 

Returned Extra Items:

In the rare event that you include extra items in a return that were not originally from, you must contact customer support with a detailed description of the item before your return shipment arrives at our facility, so that our team can be made aware of the issue. is not liable for any additional items sent back. Any additional items, that did not originate from, in a return shipment will be discarded automatically upon receipt and inspection of the package. 

Returning Swap Saver Items:

Swap Saver items can be returned if the Swap Saver item was:

  • Missing from the shipment
  • The wrong Item
  • Differs Considerably from the description on
  • Damaged during shipment

A refund will only be issued for Swap Saver items if the listed return reason is found to be accurate. Swap Saver items that are returned are immediately recycled after inspection and cannot be requested back.

Swap Savers Items:

Swap Savers Items are non-refundable*, non-returnable*, final sale Clearance items. 

Swap Savers is a program we created to prevent more items from ending up in landfills. These items have reached our deepest discount levels available to assist in “saving them” and finding them a new home before we remove them from and recycle them via other means.

*please see the swap saver section of our return policy for specifics.

Cancellation Policy:

Once an order has been placed our system provides a one hour time in which the order can be cancelled. If you need to cancel your order please reach out to our customer support team and they will attempt to cancel the order, although this cannot be guaranteed. 

Please note we cannot cancel individual items within an order, only the entire order.

In the event that an item from your order could not be located within our facility, or was found to have damage on it before shipping; may cancel the item from your order and issue you a refund to the original form of payment. 

Store Credit Policy

Store Credit does not expire. Store Credit cannot be changed to another form of payment.

To use your store credit you will simply need to be logged into your account containing the Store Credit. You can review your available Store Credit balance on the "My profile" page of your account. The credit shown there will automatically be applied to your next purchase while logged into this account.

If you checked out as a “guest” and were refunded Store Credit you will receive an email with a Store Credit code to be entered on your Account. The credit code you received will need to be applied to your account by navigating to the "My Profile” page of your account and selecting the blue text that says, "Add” please enter your code here, be advised that it may take up to 30 seconds to process this request. You should then see your available store credit.

Store credit is not a discount, it is treated as a form of payment.

Tips for Measuring

Bust - Measure the bust line at the fullest part of your chest.

Waist - Wrap the measuring tape around your torso, at the smallest part of your waist. Typically this is an inch or so above your belly button and is also known as the natural waistline.

We also provide the measurements for inseam and length on many of our items. These are defined as follows:

Inseam - measured from the crotch of the garment to the hem of the leg opening.  
Length - taken from the top of the waistband to the bottom of the leg opening.

Many different clothing brands have different definitions for sizes. A size M in one brand may be much bigger than a M in another. To assist you in determining how sizes run on, we have provided the measurements for our women’s and men's mannequins below. Each item is photographed on the mannequin that correlates to the size on its tag, so you can see if the item runs large or small.

Women's Mannequins

Size Bust Waist Length

Small 32.5in 22in 29in

Medium 36.5 25.5 29.5

Large 37 27 30

XL 41.5 32 30

Plus 45 37 30.5

*Measurements are all ± .5"

Men's Mannequins

Size Neck Chest Waist

Small 15in 36in 28in

Medium 16in 38.5in 29.5in

Large 17in 42in 31in

XL 18in 45in 36.5in

XXL 19in 47in 39in

*Neck is measured with no finger between

*The chest measurements may be off by ±0.5" and the waist measurements may be off by ±0.25"

The merchandising team evaluates each item sent in for condition and quality. Any items that do not meet our firm acceptance criteria are rejected. Ratings of condition categories are listed in order as:

New with Tags (NWT): Items that look brand new and still have their original tags or packaging.

Like New: Items in excellent condition, but without the original tags or packaging.

Good Condition: Secondhand items in great shape! No stains or defects.

Fair Condition: Secondhand items in usable shape with some noticeable signs of day to day wear.

All items are inspected and listed by's professional merchandisers. Therefore, the listing details, including the condition, are completely objective. Please see the Condition ratings for items section above for more details on our condition criteria. We are a third-party with no bias to whether an item is accepted or not.

Items are stored and shipped from the fulfillment center in Rocky Mount, NC. All items listed on the site are available for purchase.

The filters on will help you narrow down items to find exactly what you are looking for.

You can filter by item type, size, brand, colors, condition or price. Within the filter section, check one or more boxes to show only items that match these search results. For faster results type the brand name into the search area within the brand filter.

You can also use the search bar to query a selection of items by brand, size, or type. These selections can be combined in the search query to be even more specific:

For example: Girls Size 4 Dress or Men’s M Shorts.

Return, Exchange & Refunds

You may view our Return Policy at the following link:


Because most of our products are sent in from different sellers, does not offer exchanges. In the event an item does not work out for any reason you may return the item, for more detailed information please see our Return Policy.

Please note once an item has been ordered it cannot be exchanged for a different item, even if the order has not been shipped. 

Shipping & Tracking

Shipping Questions

Frequently Asked Questions

Q1) I placed my order and the website says it is processing, why?

A1) From the moment your order is placed until it has been packaged and shipped it will state “Processing” as the status for the order. As long as the order is in a processing status it means your order is being worked on in our warehouse.  

Q2) I Placed my order 2-3 weeks ago and I haven't received any tracking information yet. Where is my order?

A2) Once your order has been picked, sorted, and packaged in our warehouses, an email will be sent to you with your tracking information. If you have not received tracking information yet it is likely because your order is still awaiting processing. 

Q3) I placed my order but have only received part of my order, where is the rest of it?

A3) has multiple warehouses that we ship from, often times one of our warehouses may be running ahead of the others. If this occurs you may receive part of your order anywhere from a few days to a few weeks before the remainder of your order is shipped, especially if there is a delay in one warehouse but not the other.


Typically the shipping address on an order can’t be changed once the order has been submitted because the shipping label is created at the time of the order being placed.

If you contact us, we can attempt to change the shipping address, but can’t guarantee that we will be able to do so. Once an order has been processed for shipping, we won’t be able to change the address.

In general, during checkout you can change your delivery address on the shipping page before you pay.

If the order cannot be properly delivered it will be returned to us and refunded upon return. is not currently equipped to work with buyers residing outside of the 48 contiguous US states. We apologize for any inconvenience.

Accounts & Referrals

Swap now uses a no password login system.

As such you will simply need to click on the sign in button in the upper right hand side of the website, and then enter your email address.

A six digit passcode will then be sent to your email, and you will need to enter that passcode on the website to log into your account. 

Swap now uses a no password login system.

As such you will simply need to click on the sign in button in the upper right hand side of the website, and then enter your email address.

A six digit passcode will then be sent to your email, and you will need to enter that passcode on the website to log into your account. 

Since your email address is used to bring up your account information when you log in your email address cannot be changed.

If for some reason you absolutely need the email address changed please contact our support team by emailing and we can work to find you a solution. 

Do you know someone who would love Through our referral program, you can easily share a personalized link to through email, Facebook, Twitter, or messenger.  When your friend clicks that link and makes their first purchase of $20 or more, you get rewarded. This reward will be emailed to you approximately 72 hours after your friend makes a qualified purchase.

Important: To qualify for this reward, your friend must click on the personalized link you sent, and make a purchase on account using the same email address the invitation was sent to.

Terms & Conditions Refer-a-Friend Program Terms & Conditions

As a Refer-a-Friend member (a “Referrer”), you are subject to’s Terms of Use and’s Privacy Policy (both available on our website), as well as the following additional Terms & Conditions for’s Refer-a-Friend program:

  • Qualified Referral. A Qualified Referral is defined as a purchase made at by a person (a "Referred Customer") who arrives to our website by clicking your Refer-a-Friend program link. You are limited to one Qualified Referral for each Referred Customer; in other words, additional/repeat purchases made by a Referred Customer are not counted as additional Qualified Referrals.
  • Referred Customer. The Referred Customer and the Referrer cannot be the same person (for example, by using a different email address).
  • Referral Rewards. For you to earn referral rewards as a Referrer, the Referred Customer must complete an order on the website of at least $20 before tax and discounts.
  • Reward Payments. Rewards are payable in increments of 40% coupons. As a Referrer, you are responsible for any and all tax liability resulting from Referral Rewards.
  • Eligibility. Eligibility is limited to individuals only.’s Refer-a-Friend Program cannot be used by businesses for affiliate lead generation as determined in’s sole discretion. (Corporations are not people, my friend!)
  • No Spam. You must comply with all up-to-date “SPAM” laws. For example, emails must be created and distributed in a personal manner and bulk email distribution is strongly discouraged. Any distribution of your referral link that could constitute unsolicited commercial email or "spam" under any applicable law or regulation is expressly prohibited and will be grounds for immediate termination of your account and exclusion from’s Refer-a-Friend program.
  • Right to Close Accounts. reserves the right to close the account(s) of any Referrer and/or Referred Customer and to request proper payment if the Referrer and/or Referred Customer attempts to use the Refer-a-Friend program in a questionable manner or breaches any of these Terms & Conditions or is in violation of any law, statute or governmental regulation.
  • Right to Cancel Program or Change Terms. reserves the right to cancel the Refer-a-Friend Program or to change these Terms & Conditions at any time in its sole discretion. Any unclaimed referral rewards will be forfeited at that time.

While you may purchase items as a guest, it is recommended that you create an account. 

What are the benefits of signing up for an account?

There are a lot of benefits to signing up for an account instead of shopping as a guest, such as:

  • Order History
  • Easier Order Tracking
  • Easier Returns


To create a account, you can use the following steps:

  1. Click on the person silhouette symbol in the top right corner of the webpage. 
  2. Click on “Create account”
  3. Enter your email address.
  4. In a separate tab/window check your email for a six digit passcode.
  5. Enter the six digit passcode in the provided box on the create account page.

We’re sorry to see you go!

But if you must, please contact our customer support team with your name and email address and they will assist in closing your account



How do I unsubscribe from promotional emails?

When you receive a promotional email, you can unsubscribe by clicking on the link at the bottom of the email.

*Note: This will only unsubscribe you from promotional emails. You will still receive system and transactional emails, such as search alerts and order confirmations.

Submit a Ticket Via Email:

You may submit a request via the Contact Us button at the bottom of this page. 

If you are unable to submit a request via the form, you can email us directly at:

A Customer Support representative will typically respond within 1-3 business days, however this time frame may be longer during the Holiday seasons where responses may take upwards of 5 business days.


You may view our Terms of Service Agreement at the following link:


You may view our Privacy Policy at the following link:


Email and SMS offer is valid on all products, excluding those marked as New Arrivals or Hot Brands. 

Excludes select shoes and clearance. Not combinable with other coupons or discounts. Subject to change.

Offer valid only at

*Hot Brands may include: 206 Collective, a.n.a A New Approach, A.T.U.N., A Pea in the Pod, Adidas, Aerosoles, Air Jordan, Alice + Olivia, AllSaints, Anthropologie, Ariat, ARIZONA JEAN CO., ASOS Maternity, Baby Boden, Badgley Mischka, Baffin, BAR III, Be Maternity, Be Maternity by Ingrid & Isabel, Bella Flore, Bella Vida Maternity, Birkenstock, Black Halo, Boden, Bogs, Bonobos, Born, Bostonian, Boy Scouts of America, Buffalo David Bitton, Bump in the Night by Motherhood Maternity, Burberry, Camper, Carter's, Carter’s Baby, CeCe, Chaco, Child of Mine, Chinese Laundry, Circus by Sam Edelman, Clarks, Coach, Cole Haan, Crocs, Cynthia Rowley, david tate, Dansko, DC Shoes, Deer Stags, Derek Lam 10 Crosby, Designer Brand, Desigual, Diane von Furstenberg, Disney, Dream Pairs, Dr. Martens, Dr. Scholl's, Driver Club USA, Dunham, Ecco, EILEEN FISHER, Est 1989 PLACE, Everlane, FASHION NOVA, FERGALICIOUS, Fitflop, Florsheim, Flypaper, Foamtreads, FRAME, Free People, French Sole, Frye, G Star Raw, Garanimals, GBX, Get Used, Get Used - By Lexi, Gerber, Great Expectations Maternity, H4X, Hanna Andersson, Harley-Davidson, Harry Potter, Hatley, Haute Mama, HAWKE, Hunter, Hush Puppies, Indigo Soul, Isabel Maternity, Isabell, Ivivva, Jack O'Neill, Jambu, James Perse, Jak & Peppar, Jessica Simpson Maternity, Jill Jill Stuart, John Varvatos, Johnnie B at Boden, Johnnie-O, Joie, Jordan, Josef Seibel, Josmo, Joules, Jumping Beans, Just One You, KARL LAGERFELD, Kate Spade, Keen, Kerrits, kimi + kai maternity, Koala Kids, Lacoste, LANDS' END, LANE BRYANT, LAUREN RALPH LAUREN, LC Lauren Conrad, LEGO, Levi's Jeans Signature Gold by Levi Strauss, LifeStride, Lilly Pulitzer, Liz Lange Maternity, Lugz, Lululemon, Madden, Madden Girl, Madewell, Magnum, Mama Clothing, Marc Fisher, Marc Jacobs, Marc Joseph, Mark Nason, Marmot, Marvel Avengers, Masai, Massimo Matteo, Matilda Jane, Mephisto, Merrell, Michael Kors, Mini B, Mini Boden, Mini Melissa, Miss Me, Mizzen+Main, ML Monique Lhuillier, Modern Lux J, Monnalisa, Mother, Motherhood Nursingwear, MOTHERHOOD MATERNITY, MSX by Michael Strahan, My Little Pony, Naartjie, Native, Naturalizer, New Recruit Maternity, Nicholas, NIKE, Northside, Nunn Bush, Oh Baby by Motherhood, OLD NAVY ACTIVE, onia, OSHKOSH B'gosh, OUT OF PRINT, Paige Maternity, Papillio, Patagonia, Pediped, PEARL IZUMI, Peppa Pig, Peter Millar, PinkBlush Maternity, Pink Floyd, Polo by Ralph Lauren, Polo Ralph Lauren, Pokemon, Prana, primary, PRIMARK, Rachel Shoes, Rachel Zoe, Rag and Bone, Ralph Lauren, REBECCA TAYLOR, Reborn, Ripe Maternity, Robeez, Roberta Roller Rabbit, Robin's Nest Maternity, Rocket Dog, ROCKPORT, RODD & GUNN, Rosie Harlow, Rugged Outback, Sachin & Babi, SafeFit, Sam Edelman, Saucony, Say It With Love, Scotch & Soda, See Kai Run, Signature by Levia Strauss & Co. Gold Label, Siren Lily Maternity, Skechers, Skidders, Slate & Willow, SLNY, SmartFit, Soft Style, Softwalk, Southern Tide, Sperry Top Sider, STAR WARS, state of mine, Stride Rite, Sun + Stone, Superdry, Tahari by ASL, Taheaut, Tanya Taylor, Tea, Teeze me, Teva, Theia, The North Face, Thomas & Friends, Three Seasons Maternity, To Boot New York, Tomorrow's Mother Maternity, Toms, Torrid, Tory Burch, Touch Ups, Trisha Tyler, Trotters, TRUE CRAFT, True Religion, Twisted X, UGG, Under Armour, Unlisted by Kenneth Cole, VANELi, Vans, Vibram, Victoria Beckham, Vince, Vineyard Vines, Vionic, VKY & CO, Viva La Fete, Walking Cradles, Western Chief, Wonder Nation, Yumi Kim, Zeegeewhy, Zero Posur, ZGY.

List of prohibited items:

  • Alcohol
  • Tobacco and other smokeable products
  • Drugs, medical drug claims about an item, drug paraphernalia
  • Live animals, illegal animal products
  • Human remains or body parts
  • Pornography
  • Firearms and/or weapons
  • Hazardous materials (for example: flammable, explosive, corrosive, poisonous, etc.)
  • Recalled items
  • Real estate
  • Motor vehicles (for example: automobiles, motorcycles, boats, travel trailers, etc.)
  • Items or listings that promote, support or glorify hatred toward or otherwise demean people based upon: race, ethnicity, religion, gender, gender identity, disability, or sexual orientation; including items or content that promote organizations with such views
  • Items or listings that promote or support illegal activity or instruct others to engage in illegal activity
  • Items or listings that promote, support or glorify acts of violence or harm towards self or others

Social Media

We Love Your #swaphowyoushop Content!

Thanks for your interest in sharing your content with! As we commented, we love your content featuring your item(s), unboxing experiences, and #swaphowyoushop experiences. We want to share it with the world across our various social channels, sites, and promotional materials, but first, we need your permission to use it. Please review the terms and conditions below. If you choose to allow us to use your content by replying to our comment with the hashtag #myswapstyle, you agree to these Terms of Use.

Grant to By responding to our request with the hashtag #myswapstyle you hereby grant to Inc., its affiliates, subsidiaries, franchisees, advertising and promotional agencies, and their agents and representatives (collectively, “”), the irrevocable, unrestricted, royalty-free worldwide right to use, publish, display, broadcast, edit, modify and distribute any materials, illustrations, photos, videos, comments, or information relating to your published content (collectively, “Your Content”), including those bearing your name, voice, image, likeness,and/or any other identifiable representation of yourself (collectively, “Your Likeness”). Your Content may appear in any form, style, color or medium whatsoever now known or later developed (including, without limitation, photographs, videotapes, films, sound recordings, software, drawings, prints, broadcast, in-store displays, internet, email, catalog and electronic media). may use Your Content and Your Likeness for product and marketing purposes, including in the following ways:

  • Facebook/Instagram: Your social media handle will be included in the asset and/or caption.
  • website: Your social media handle will be included in the asset and/or caption.
  • Emails: Your social media handle will be included in the asset and/or body copy of the email (if copy is a direct quote).
  • Video: We do not feature social media handles in all video edits, but will include your account handle and/or profile tags in connected posts/content.
  • Print advertisements: Your social media handle or blog name will be included in the asset.

If you do not have a blog or a social media handle, we will use your first name and last initial.

Warranties and Representations: By responding to our request with the hashtag #myswapstyle you warrant and represent that: (a) you are the author of Your Content and own all rights to use it or, alternatively, have the right to grant us the rights described above; (b) you have paid or will pay in full any fees or other payments that may be related to the use of Your Content; (c) publishing Your Content does not infringe upon the rights, including but not limited to copyright, trademark, patent, trade secret, privacy, publicity, moral, proprietary or other rights, of any third party, or any law, rule or regulation; (d) Your Content is not libelous, defamatory, obscene, pornographic, abusive, indecent, threatening, harassing, hateful, or offensive or otherwise unlawful; (e) you are not a minor, and (f) you have obtained permission from all persons whose name, voice, image, likeness and/or any other identifiable representation are included in Your Content. 

You will indemnify and hold harmless and any person acting on their behalf from any claims to the contrary.

Reservation of Rights: reserves the right to alter, change or modify Your Content, in its sole discretion. You hereby waive any right you may have to inspect or approve the finished materials or any part or element thereof that incorporates Your Likeness.

Acknowledgment and Agreement: By responding to our request with the hashtag #myswapstyle, you hereby acknowledge and agree to the above in consideration of the opportunity given to you by to appear or have Your Content appear in our promotional materials. You acknowledge that you have fully read and understand this document and that you have had any questions regarding its effect or the meaning of its terms answered to my satisfaction. You certify that you are at least 18 years of age.