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| TRACK YOUR ORDER | |
| CUSTOMER SERVICE | |
| CONTACT US | |
| RETURN POLICY | |
HEADQUARTERS SWH
Apparel TELEPHONE
EMAIL
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Customer Service > Frequently Asked Questions
Is your site secure? Why do I not see the security lock symbol?
Does SWH Apparel Search for Models Outside the SWH Apparel Model Search?
I just ordered something, but now it's on sale. Do you honor price adjustments?
My credit card was declined, but the charge is showing on my credit card. What happened?
Do I have to pay with a credit card? Can I pay by personal check or money order?
Q-1. I just placed my order, but I forgot to use the promotional code/the code didn't process. What should I do? Once an order is placed, a promotional code CAN NOT be applied. Please call customer service immediately to cancel the order and then replace it using the promotional code. We are sorry, but if your order has been shipped out and processed we can not apply the discount.
Q-2. Is your site secure? Why do I not see the security lock symbol? Yes, shopping at websites powered SWH Apparel is safe. Every credit card purchase you make at a website powered by GoDaddy is backed by the GoDaddy Safe Shopping Guarantee.
We guarantee that every transaction you make at a website powered by SWH Apparel will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping at a website powered by GoDaddy.
Our secure server software (SSL) is the industry standard and is among the best software available today for secure commerce transactions. It encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. Websites powered by GoDaddy are registered members of veriSign, the leading provider of Internet trust services - including authentication, validation and payment.
The security lock symbol appears only at the credit card entry stage of the checkout process.
Q-3. How can I track my package? Once your order is placed you should receive a confirmation email within 48 hours. This email will contain your tracking number which can be looked up on either www.dhl.com or www.USPS.com. We are sorry but International and USPS orders do not have tracking numbers.
If you are a member with us and placed your order by using your membership, you can log in by clicking the Account Info link in the shopping cart section. Log in and your order history will appear including tracking numbers.
If are not a member, you can contact Customer Service with your invoice #.
SWH Apparel (Corporate Headquarters)
PO Box 370542
Decatur, GA 30037
TELEPHONE
(404) 212-8446 (Voice/Fax)
<br>
General Information: info@swhapparel.com
Marketing/Advertising: marketing@swhapparel.com
Customer Service: customerservice@swhapparel.com
Q-5. How do I Become a Retail Account? Click on the Wholesale button and complete the form and submit it to the SWH Apparel site or you can call the Sales Representative at SWH Apparel who will take your business information over the phone and verify your credentials.
Q-6. Does SWH Apparel Search for Models Outside the SWH Apparel Model Search?
The Marketing Team at SWH Apparel is always interested in fresh new faces for print work and as a fit model.
Print Work: Only the winner of the SWH Apparel Model Search will be featured in television and public appearances. We encourage all aspiring models to participate in the 2007 SWH Apparel Model Search. Marketing does search for potential print models from the participants of the search. Participants in the search will receive first priority in print casting. We strongly suggest you participate in the annual SWH Apparel Model Search if you are adamant about representing SWH Apparel.
Potential or aspiring models who do not participate in the annual Model Search must send:
Resume
Color Head Shot
Color Body Shot
Comp Card
Incomplete submissions will not be kept on file. All submissions must have all of the above requirements.
Attn: Marketing & Promotions
SWH Apparel
751 Main Street, Suite D
Stone Mountain, GA 30083
Further questions can be directed to marketing@swhapparel.com.
Q-7. Is SWH Apparel Having Another Model Search? SWH Apparel LLC has an annual model search. The 2004 Second Annual SWH Apparel Model Search is set to kick-off in the summer of 2004. Upcoming information about search locations, rules & regulations, and dates can be found on-line at www.swhapparel.com.
If a search location or date is not listed on our website and you hear of an SWH Apparel Model Search in your area, those are UNAUTHORIZED and UNOFFICIAL model searches held in the SWH Apparel LLC name. Please contact marketing@swhapparel.com to report them. We take copyright infringement issues very seriously.
Any party attempting to hold an SWH Apparel Model Search in the name of SWH Apparel LLC without written permission from SWH Apparel LLC is infringing on copyrights held by SWH Apparel LLC. Infringement on copyrights will result in legal consequences.
Q-8. What Sizes Does SWH Apparel Carry? SWH Apparel LLC makes clothing from a size 14 up to a size 38. If you cannot find a particular size, it is because your local retailer has sold out.
Please check http://www.swhapparel.com as another option of finding your size.
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Q-9. Looking for SWH Apparel? SWH Apparel clothing is located in a select number of boutiques. Try our on-line store locator for retailers near your area. You may search by state or zip code. This area changes frequently.
If you are unable to find a store near your location, please call 404-806-5299and ask for assistance.
Our on-line store, located at http://www.swhapparel.com and powered by GoDaddy, carries all pieces of the current SWH Apparel line. If a size is not available on-line, it is because we have sold out of that particular size. Your local retailers may carry more quantities of your size.
Q-10. What is your privacy policy? At a "Powered by SWH Apparel" website, your privacy is a primary concern to us. Our goal in expanding and clarifying our policy on the collection and use of customer data is to ensure the highest level of confidentiality and security. Let us emphasize that this policy is a corporate-wide policy. When you provide your personal information to SWH Apparel (such as name, credit card info, address, phone number, company name, or the products you are shopping for or purchasing) we will not give or sell your individual information to any outside company for its use in marketing or solicitation. We will maintain the confidentiality of your personal information and it will be used only to support your customer relationship with SWH Apparel. Additionally, internal practices help protect your privacy by limiting employee access to and use of customer data. When our CEO asks for customer information, it is done with the goal of improving the relationship between SWH Apparel and the customer.
At a "Powered by SWH Apparel" website, we are helping you maintain control over your personal data while fostering the growth of a more interactive on-line environment. Our intention is to only send e-mail to customers or to individuals whom we believe have chosen to receive such e-mails. At any time you have the right to 'opt out' of receiving future communications. And our website offers robust encryption technology and firewalls to help protect the transmission of customer information over the Internet.
SWH Apparel supports the work done by our industry trade associations in moving this issue forward and the efforts of the On-Line Privacy Alliance in pulling the business and public interest communities together in a meaningful dialogue. And we are very appreciative of the continuing efforts being taken by the President and his Administration to promote this issue and educate the public about the options and protections available to them.
Q-11. What are your shipping rates? All shipping rates are based on the weight of your items and the location of your shipping address. Exact prices are not known until you reach the shipping section of your check out process.
Q-12. I just ordered something, but now it's on sale. Do you honor price adjustments? ?Yes, we do issue price adjustments, however your order must have been placed no more than 7 days before the price change was made. Please have your invoice # ready and contact our Customer Service Department to see if you are eligible for a price adjustment. Your inquiry must be made within the 7 day window; inquiries made after will be denied. Price adjustments will not be issued if your order has already received a discount (including price adjustments, promotional codes, etc...)
*Price adjustments will not be made if you have already recieved a discount using a promotional code.
Q-13. My credit card was declined, but the charge is showing on my credit card. What happened? YOU HAVE NOT BEEN CHARGED. The "charges" that are appearing on your card account are called pending holds. We understand that this is a frustrating situation for you as well as the entire eCommerce industry. Pending holds come about because of the way banks verify billing address information and hold onto funds for any online transaction that has been submitted for approval. Whenever you place an order online, the funds are first verified by your bank prior to the address verification.
Once you submit your credit card information for approval, your bank/credit company checks to verify the amount of money available. If you have enough funds, then an authorization code is given and the money is placed on hold. Once your funds are verified, then all of the billing information entered is verified with an AVS - Address Verification System. If your information is not exactly how your bank/credit company has it on file, then your order will not process.
An error message will appear online stating: AVS Mis Match: The billing address provided does not match the billing address on file with your credit company. This allows you to go back and edit the information that you had previously entered as your billing address. Please note that any information entered after your billing information, may have to be re-entered. Such as promotional codes, store credit, gift card IDs, etc...
Please contact our Customer Service department immediately so that they can resolve this for you.
Q-14. I want to purchase an item that I see online, but you don't have my size. Will it be coming back in stock?
Unfortunately, most items are not restocked. We like to keep our inventory fresh and full of the season's newest styles. You can contact our Customer Service Representatives / Personal Shoppers with the style number so that we can check on a restocking date.
Q-15. What is your return policy? Only items that have been purchased from this website can be returned according to the following policy.
Every product is satisfaction guaranteed or you may return it for a return of the item price (not including shipping).
Customers will be responsible for all shipping costs unless the product(s) received was damaged.
All returns must be sent back within 30 days of the invoice date.
Any returns received within a 60 day period, must be an exchange or store credit only.
All other returns will be sent back to the customer.
All returns MUST be in saleable condition and include its original packaging with tags attached.
Invoice # and Billing Name must appear on the Return/Exchange.
If you no longer have a copy of your invoice or Return/Exchange and wish to obtain one, please request one by emailing: returns@swhapparel.com.
Fragrance & Beauty Products: FINAL SALE, NO returns will be accepted.
All Merchandise must be returned to:
SWH Apparel LLC
P.O. Box 370542
Decatur, GA USA
ATT: Returns Dept.
You will be notified via email once your return/exchange has been received and a credit or exchange has been processed.
Please note that your exchange item may be out of stock by the time your return is received.You can enter in multiple style #s on the return/exchange form and note in comments which is your first, second, third choices.
OR
Note to issue a Store Credit
If your exchange is out of stock or on back order, a refund or store credit must be issued.
If your exchange is out of stock and you have already been issued a store credit or refund, you will be responsible for any new shipping costs on additional orders.
Q-16. I want to become a model, what should I do? Email your composite card (including professional photos, height, sizing, etc...) to model@swhapparel.com. Good Luck!
Q-17. Do you have a catalog? Unfortunately at this time, we do not offer print catalogs.
Q-18. Which credit cards do you accept? We accept:Visa, Master Card, and Debit / Check cards.
Q-19. Do you ship to military addresses or P.O. Boxes? NO we do not ship to PO Boxes and Military addresses!
Q-20. Do you ship orders outside of the United States? YES! We ship to most international destinations.
Shipping options may vary depending the delivery restrictions in your country. Not all shipping methods may be available.
Exact shipping prices are unknown until you proceed through the checkout process.
Additional fees such as taxes, duty, or brokerage may be requested upon delivery or billed in the future from DHL and your local customs department.
SWH Apparel is not responsible for any of these costs.
Tracking numbers are only available for DHL delivered packages
United States
Iceland
Antigua and Barbuda
Ireland
Argentina
Israel
Aruba
Italy
Australia
Jamaica
Austria
Japan
Bahamas
Korea (North)
Belgium
Korea (South)
Bermuda
Luxembourg
Brazil
Mexico
Canada
Netherlands
Cayman Islands
Netherlands Antilles
China
New Zealand
Denmark
Norway
Dominica
Poland
Dominican Republic
Portugal
Finland
Puerto Rico
France
Russian Federation
France, Metropolitan
Singapore
French Guiana
South Africa
Germany
Spain
Greece
Sweden
Greenland
Switzerland
Guam
Trinidad and Tobago
Heard and McDonald Islands
Turkey
Hong Kong
United Kingdom
Hungary
AUTHORIZATION: International orders may be required to fax/scan proof of being cardholder in order to prevent credit card fraud. Additional information will be emailed once the order has been received. For more information, please call our Customer Service department.
Q-21. Do I have to pay with a credit card? Can I pay by personal check or money order?
Sorry, we do not accept personal checks. We do accept Money Orders.
Money orders are a form of payment that can be purchased through a Western Union or a bank for cash.
Placing a money order is just as easy as placing a regular order with your Credit Card or ATM debit Card.Here are the steps of how to place your money order:
1. Select your items that you wish to purchase and place them in your shopping cart.2. Continue through the checkout procedure (filling in your information) until the last page where you have the option to use either your credit card or money order. Click on the "Money Order" button.
3. On this screen you will be presented with your total money order amount and a Reference #. If you need to change your address or your shipping method, click on the "edit" buttons. Print this screen and mail it in with your money order. Your order will be shipped out after the money order and reference information is received.
**All money orders must be in US funds or they will be returned.
Mail To:
ATTN: Money Orders
SWH Apparel
P.O. Box 370542
Decatur, GA 30037 USAQ-22. How long will it take for my order to arrive? We DO NOT ship nor deliver on holidays or weekends. If your order fits all authorization criteria then your order will ship on time. All orders will ship within 72 hours of the order being placed.
Q-23. When will my order be processed? If your order fits all authorization criteria, then all orders placed Monday - Friday it will ship out the within 72 hours order being placed.
WE DO NOT SHIP OR DELIVER ON HOLIDAYS & WEEKENDS.
Your order may be delayed for the following reasons and more information may be requested to provide proof of identity. *These reasons are subject to change at any time.
- Different billing & shipping addresses entered
- Domestic order amount is over $150 or $200 (if same billing & shipping address)
- Past history of fraud or chargeback has been assigned
- Unable to verify billing address information (i.e. non US credit cards)
Copyright © 2007 SWH Apparel. All Rights Reserved.
