Question 1

Where are the shoes made?

Accepted Answer

Swivells shoes are designed in Paris, France, in the Batignolles district, then hand-sewn in Alicante, Spain.

Question 2

How do I take care of my shoes?

Accepted Answer

To take care of your Swivells shoes, please refer to the care instructions on each product sheet, or our Care Instructions page: https://swivells.com/en/pages/shoe-care-guide.

Question 3

How do Swivells shoes fit?

Accepted Answer

Swivells shoes come in standard sizes. In case of doubt, please refer to our size guide, present on each product sheet. In case of error in the choice of the size, you have a 15 days deadline as from the reception of the parcel to return us your product.

Question 4

In which countries can I order Swivells shoes?

Accepted Answer

We deliver to the following countries: France, Belgium, United Kingdom, Spain, Germany, Luxembourg, Portugal, Austria, Italy, Netherlands, San Marino, Macedonia, Republic of Ukraine, Switzerland, Faroe Islands, Gibraltar, Estonia, Lithuania, Serbia, Andorra, Hungary, Isle of Man, Slovakia, Croatia, Czech Republic, Finland, Poland, Malta, Slovenia, Romania, Bulgaria, Jersey, Sweden, Monaco, Denmark, Albania, Liechtenstein, Moldova, Ireland, Bosnia-Herzegovina, Greece, Guernsey, Belarus, Latvia, Norway, Montenegro, United States, Australia, Canada, Hong Kong. Important: Outside the European Union, import taxes may be applied by your country’s customs authorities. Please check with your local authorities for more information. For the United States, these customs fees are collected at checkout and remitted directly to the U.S. government on your behalf.

Question 5

Where can I get my order delivered?

Accepted Answer

You can choose to have your order delivered to your home or to another address (workplace, vacation location...). In Metropolitan France, you can also choose to have your order delivered for free in one of the many pickup points.

Question 6

How much is delivery?

Accepted Answer

Delivery to a pickup point is free within mainland France. Home delivery costs €4.90 within mainland France. Delivery costs €14,90 to other European countries. Delivery costs €29.90 to Canada (customs duties not included). Delivery costs €39 to the United States (customs duties not included). Delivery costs €45 to all other countries (customs duties not included). Important: Outside the European Union, import taxes may be applied by your country’s customs authorities. Please check with your local authorities for more information.

Question 7

How can I track my order?

Accepted Answer

Once your order is placed and shipped, you will receive an email with an online tracking number. You can also visit our tracking page.

Question 8

What happens if my parcel is lost or arrives damaged?

Accepted Answer

Lost packages: If your order is lost during transit, please reach out to our customer support team at service@swivells.com with your order number and any relevant details. Damaged packages: Please report to our customer support team at service@swivells.com within 14 days of receiving the order and include photos of the damaged items or package. We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.

Question 9

What about the confidentiality of my bank details?

Accepted Answer

We do not have access to your bank details at any time. These are perfectly secure and under the responsibility of PayPal and Shopify Payments.

Question 10

What types of credit cards do you accept?

Accepted Answer

The following cards can be used: Visa, MasterCard, American Express and Discover.

Question 11

How do I know my order has been processed?

Accepted Answer

Following your order, you will automatically receive a confirmation email from us. If you have not received the email, please contact us at service@swivells.com. You can also consult the heading "My account" then "My orders" to see all your orders.

Question 12

How do I cancel my order?

Accepted Answer

You can contact our customer service team at service@swivells.com. Please include your order number and the reason for cancellation in your message. Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to the Returns part of this FAQ for further instructions.

Question 13

Can I change my order?

Accepted Answer

You can contact our customer service team at service@swivells.com. Please include your order number and the reason for cancellation in your message. Orders can only be modify before they have been dispatched. If your order has already been shipped, please refer to the Returns part of this FAQ for further instructions.

Question 14

Can I return or exchange an item?

Accepted Answer

You have 15 days to return all or part of your order (unless an extended return period is mentioned on our website). Only one return is allowed per order. Items must be in their original condition and original packaging (including the shipping box). Please try on your shoes on a carpet or soft surface to avoid scratching the soles.

Question 15

How do I make a return or an exchange?

Accepted Answer

How do I return a package from within the EU? Go to our return portal to generate your return label. You’ll be able to choose between an exchange or a refund. How do I return a package from outside the EU? Please email us at service@swivells.com. We’ll help you organize the return or exchange of your pair. Once we receive your package, we’ll process your exchange or refund (excluding shipping fees) via your original payment method. Refunds are only possible if the shoes are unworn and still have the protective film on the soles (if applicable).

Question 16

Do I have to pay for the return of my package?

Accepted Answer

Exchanges: Free within the European Union. Returns: The item price will be refunded, but a deduction may apply: France (mainland): free. European Union: €10 will be deducted from your refund. For exchanges, we cover the shipping of the new pair. International: €20 will be deducted from your refund. For exchanges, a €20 contribution fee applies for the return, and we cover the shipping of the new pair.

Question 17

How long will it take to receive my refund?

Accepted Answer

The refund is made within 15 days from the receipt of the return of goods and is made by re-credit on the bank card used at the time of purchase, after checking the good condition of the item and its packaging.

Question 18

Referral

Accepted Answer

Join our Referral Program: Share your referral link or enter your friend's email. They'll receive your personalized link and a code to use when making a purchase. Offer €15, Get €15.

Question 19

Loyalty card

Accepted Answer

Join our Loyalty Program: Collect points by placing orders & taking part in missions and earn discounts.

Question 20

Become a reseller

Accepted Answer

You have a shoe store? Join our network of retailers and benefit from our professional rates. Contact us by email on service@swivells.com or find us on Ankorstore.

Question 21

Become a School Partner

Accepted Answer

Treat your students while helping to support and develop your school. Whether you have a large academy or a small local school, join our network of partner schools today and get a personalized code offering discounts to your students and commissions for you.

Question 22

Become an ambassador

Accepted Answer

You love Swivells shoes and want to become a brand ambassador? Join our Ambassador Program. Get a personalized discount code to pass on to your friends or followers and earn Swivells commissions or gift cards.

Question 23

Become a partner festival

Accepted Answer

You organize a dance festival and would like to see a Swivells shoe stand there? Take advantage of our festival offer and receive a tailor-made solution.

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