swap. style. repeat.
find people who wear what you do
We make it easy for you to find the clothes you like. How? By creating communities of people who share the same favourite brands and wear the same sized clothes. Even better, there's no need to buy anything - just swap!Remember: the better you shop, the better you can swap!
a new way to shop secondhand fashion
We present your potential clothing matches in a swipe format - swipe left to skip, right to favourite, or go straight ahead and make a swap offer! Like window shopping... but on your phone.You can even shop through your peers' favourites for inspiration and be the first to know when your peers upload new items.See more of Swoopd's features here.
swap with confidence
Don't lose out! Receive up to the value of your item back for any loss through Swap Protection.The Swap Protection fee will cover for any other potential loss or damage during the swap. Learn more on what the Swap Protection fee covers.
early access club
The Swoopd Early Access Club gives exclusive access to our game-changing fashion swapping app! Be among the first to explore a new way to swap clothes, give feedback, and help shape the future of sustainable fashion.
What to expect...
exclusive access to Swoopd
As an Early Access Club member, you’ll be among the first to explore Swoopd. Get early access to all the core features and start swapping fashion items before anyone else.
in-app rewards
As a thank you for joining the early access, you’ll earn special rewards like credits or exclusive features. These perks are only available to our early adopters—so don’t miss out!
feedback requests
We value your opinion! During early access, we’ll reach out for feedback to help improve Swoopd. Your insights will directly shape the app as we work towards an official launch.
and... a few hiccups (but hopefully not!)
Since this is an early version, you might encounter a few bugs or limitations. But don’t worry! We’re working hard to improve, and your feedback will help us fix things quickly.
Stay up to date...
What we know about...
Last updated: 16 October 2024, 5:45 PMEverything is running smoothly—no known issues at the moment.
If you encounter any problems, feel free to reach out to us. We're here to help!
What we're working on...
Last updated: 16 October 2024, 5:50 PMWe're busy working on some exciting new features! 😬
Got ideas? We’d love to hear from you—your feedback helps shape the future of Swoopd.
How to join
Getting started is easy! Download the Swoopd app from the App Store or Google Play to gain early access.For early updates and exclusive perks, join our mailing list—spaces are limited, so don't miss out!
Questions? We've got answers.
Features
Whether you’re new to swapping or a seasoned pro, Swoopd offers a range of features designed to enhance your online fashion swapping experience. From listing your items and discovering new styles to securing your swaps and connecting with like-minded fashion enthusiasts, Swoopd makes it easy, fun, and safe to refresh your wardrobe sustainably.swap. style. repeat.—discover everything Swoopd has to offer!
Swipe & Swap
1-for-1 item swaps
Swap your items one-for-one with other users, no need for buy and sell.
swipe to discover
Easily browse for inspiration and find items with a fun swiping interface.
unlimited item listings
List as many items as you like for swapping, with no caps on the number of active listings.
in-app messaging
Communicate directly with other users to negotiate swaps and ask questions.
communities
Build a community by connecting with users whose style and preferences align with yours through item likes and swaps.
peers
Become Peers with users you've successfully swapped with, or simply follow someone to stay up to date on their latest wardrobe additions.
user ratings & reviews
Rate and review other users after a swap to build trust within the community.
Community & Trust
Convenience & Protection
ship with Evri
Seamless integration with Evri, allowing for easy shipping label generation in-app.
swap protection
Ensure your swaps are secure with our Swap Protection Fee, protecting both parties from loss.
alerts
Receive notifications when someone is interested in swapping with you or when your Peers list a new item.
Questions? We've got answers.
Swap confidently with Swoopd's Swap Protection
programme
Receive the value of your item back if your swap is incomplete.
Swoopd's Swap Protection
Easily get help in the rare case that something goes wrong when swapping on Swoopd.
What's eligible for Swoopd Swap Protection:
- Your order doesn't match the item details or photos
- Your item arrived damaged
- Your item arrived after the estimated arrival date
- Your item didn't arrive or was lost in the mail
We're ready to help if something goes wrong. Here's how it works:
Reach out to your fellow swapper
If something goes wrong, your first step is to contact your swapper directly through in-app messaging. Most issues can be quickly resolved through clear communication, whether it's a shipping delay or an item concern.
Open a case for Swoopd to review
If you can’t resolve the issue with your swapper, you can open a case for Swoopd to review. Our team will step in, assess the situation, and guide both parties toward a fair resolution.
We'll help you reach a resolution
If your swap is eligible for Swoopd Swap Protection, our team will step in to help. This may involve a payout if an item isn’t sent or compensation for lost or damaged items during shipping, ensuring a fair outcome.
Questions? We've got answers.
Privacy Policy
Privacy Policy
Effective Date: 22/09/2024At Swoopd, we are committed to protecting your privacy and ensuring that your personal data is handled responsibly. This Privacy Policy outlines how we collect, use, store, and share your information when you use our platform.1. Information We Collect
When you use Swoopd, we may collect the following types of personal data:
1. Account Information:
When you create an account on Swoopd, we collect your name, email address, username, password, and any other details you provide during registration.
2. Profile Information:
To enhance your experience, we collect information from your profile such as your fashion preferences, size profile, and brand preferences. You can update or complete these details at any time.
3. Transaction Information:
When you participate in swaps, we collect transaction-related data, including items swapped, shipping addresses, and payment details (processed securely through Stripe).
4. Communication Data:
We collect the content of messages and interactions between you and other users, as well as with our support team.
5. Usage Data:
We collect data about how you use Swoopd, including the items you swipe, like, or swap. This helps us improve our service and personalise your experience.
6. Device and Log Information:
We may collect information about the device you use to access Swoopd, including your IP address, browser type, operating system, and device identifiers.
7. Cookies and Tracking:
We use cookies and similar technologies to track your activity on Swoopd and personalise your experience. You can control the use of cookies through the app settings.2. How We Use Your Information
Swoopd collects and uses your data for the following purposes:
1. To provide the Swoopd service:
We use your data to create and manage your account, facilitate swaps, process payments, and deliver items.
2. To personalise your experience:
We use the data you provide to recommend items, show relevant content, and improve your overall experience on the platform.
3. To improve our service:
Usage data helps us understand how you interact with Swoopd, so we can improve features, usability, and security.
4. To communicate with you:
We may send you notifications about your swaps, account updates, and promotional content, if you’ve opted into marketing communications.
5. To ensure safety and security:
We monitor activity on Swoopd to detect and prevent fraud, abuse, or any violations of our Terms of Service.3. How We Share Your Information
We take your privacy seriously and only share your information in the following situations:
1. With other users:
When you participate in swaps, certain information such as your username, profile details, and shipping address (only shared with the user you are swapping with) will be shared to complete the transaction.
2. With service providers:
We may share your data with third-party service providers who help us run our platform, such as Stripe (for payment processing) and shipping carriers.
3. For legal reasons:
We may disclose your information if required by law, legal process, or to protect the rights, property, or safety of Swoopd, its users, or others.
4. With your consent:
We will share your personal data in other ways if you give us explicit permission.4. Data Storage and Retention
We store your data securely and will retain your personal information for as long as it is necessary to provide the service or meet legal obligations. If you close your account, we may retain certain data as required by law or for legitimate business purposes, such as fraud prevention.5. Your Data Protection Rights
Under data protection laws, you have the following rights:
1. Access:
You have the right to request access to your personal data and obtain a copy of the information we hold about you.
2. Rectification:
You can update or correct inaccurate or incomplete information in your account at any time.
3. Erasure:
You have the right to request the deletion of your personal data, subject to certain exceptions (e.g., legal obligations or ongoing disputes).
4. Data Portability:
You can request to receive your data in a structured, machine-readable format, or for it to be transferred to another service provider.
5. Restriction and Objection:
You can object to our processing of your data in certain circumstances or request that we limit how we use it.
6. Withdrawal of Consent:
If you have given us consent to process your data, you may withdraw it at any time.To exercise any of these rights, please contact us through the Help Centre.6. Security of Your Information
We take the security of your data very seriously and use industry-standard security measures to protect it. This includes encryption, secure servers, and regular audits. However, no online service is completely secure, so we cannot guarantee absolute protection.7. Children’s Privacy
Swoopd is not intended for use by children under the age of 13. If you are under 13, please do not use our service or provide any personal data. If we become aware that a child under 13 has provided us with personal information, we will take steps to delete it.8. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. When we do, we will notify you through the app or by email. Please review the updated policy regularly to stay informed about how we are protecting your data.9. Contact Us
If you have any questions or concerns about this Privacy Policy or how we handle your personal data, please reach out to us through the Help Centre or email us at [email protected].
Terms of Service
Terms of Service
Effective Date: 22/09/20241. About Swoopd
1. Swoopd is an online platform that facilitates fashion swaps between users. Our platform allows you to list, browse, and exchange pre-loved fashion items within a safe, community-driven environment.
2. Swoopd can be accessed via our app (the Service).
The Service is operated by Swoopd Ltd, registered in England and Wales under company number 15970626. You can find us at 103 Sapphire House, Stafford Park 10, Telford TF3 3AE. In these Terms, “Swoopd,” “we,” “us,” and “our” refer to Swoopd Ltd.2. Your relationship with us
These are the rules that govern your use of Swoopd. Make sure to read them carefully, and if anything is unclear, reach out via our Help Centre for assistance.
1. These Terms, alongside the policies found in our Help Centre (the Policies), form the agreement between you and Swoopd (collectively referred to as the Terms of Service).
2. By creating an account and/or using the Service, you agree to these Terms of Service. If you don’t agree, please do not use the Service.
3. If you need clarification on any part of the Terms of Service, contact us via the Help Centre.3. Information about you and your privacy
Your privacy matters to us. To understand how we collect, use, and protect your personal information, as well as how we use cookies as part of the Service, please review our Privacy Policy.4. Who can set up an account with us?
Swoopd is open to anyone aged 13 or over. Due to the nature of the Service, Swoopd is intended for personal use only.
1. To use Swoopd, you need to create an account by registering with a username and password (your Account). Make sure the information you provide is accurate and kept up to date. If anything changes, you can update your details by logging into your Account.
2. You can also access Swoopd through approved third-party services like Apple, Facebook, and Google.
3. You must be at least 13 years old to use the Service. If the laws in your country require a higher minimum age to consent to data processing, you must meet that age requirement.5. Keeping your account safe
Your account security is important, so make sure to keep your login details private. If you think someone else knows your password, let us know immediately.
1. Keep your password or any other security information confidential. Consider turning on two-factor authentication for extra protection.
2. If you believe someone else knows your password or has accessed your account, please contact us via the Help Centre as soon as possible.6. How does Swoopd work?
Swoopd allows users to swap fashion items with each other in a peer-to-peer format. For tips on how to get the most out of your Swoopd experience, check out our Help Centre.
1. Swoopd enables you to swap items with other users. More information about how the Service works can be found in our Help Centre.
2. We recommend items we think you'll like based on your activity and preferences.
3. Keep things positive! Honour your commitments to other users and only list items that comply with our Terms and Policies.
4. The agreement for each swap is between you and the other user.
5. Make sure your items are fit for purpose, safe, and accurately described. Highlight any wear or defects before listing.
6. For age-restricted items, clearly mark the appropriate age limit and do not swap items if you do not meet the legal age requirements.7. What are the rules for using Swoopd?
We want Swoopd to be a safe and enjoyable space for everyone. Please follow our rules to ensure that.
1. You may only use the Service to:
- Swap items that you have the right and title to exchange.
- Upload User Content that complies with our Terms and Policies.
- Browse, propose swaps, and engage with other users’ listings.
2. You may not use the Service to:
- Break the law or engage in illegal activity.
- Swap any items on our List of Prohibited Items.
- Post false or misleading content, or engage in fraudulent activity.
- Misuse another user’s content without their permission.
- Attempt to interfere with, hack, or disrupt the Service.
- Breach our Intellectual Property Policy or violate the rights of others.
- Create more than one account without our permission or transfer your account to someone else.
3. Failure to comply with our Terms or Policies may result in:
- Removal of your content or listings.
- Suspension or termination of your account.
- Legal action or disclosure to law enforcement if required.8. Shipping and taxes
Users are responsible for shipping their items, and both parties must comply with the shipping policies set out in our Shipping Policy.
1. As a user, you are responsible for dispatching items promptly and providing proof of tracked shipping.
2. You must comply with local and international shipping laws.
3. You are responsible for any customs, taxes, or duties that may apply to your transactions.9. How are payments processed for swaps on Swoopd?
All payments for swaps on Swoopd are processed securely through Stripe, our trusted payment processor. This ensures that all transactions are safe and reliable for both parties. No other payment methods are allowed.
1. Pre-authorisation of payments:
- Before a swap is confirmed, both users must pre-authorise the payment. This payment includes both the shipping fee and Swap Protection fee.
- The swap will only be finalised once both users have pre-authorised their payments.
2. Simultaneous payment processing:
- Once both users have pre-authorised the swap, the payment will be processed simultaneously for both parties, ensuring equal commitment to the transaction.
3. Card registration and security:
- Users can register their credit or debit card through the Swoopd app. Swoopd does not store card details; all card information is securely managed by Stripe in compliance with their Connected Account Agreement and Services Agreement.
4. Swap protection:
- The total payment covers the shipping fee and the Swap Protection fee. Swap Protection helps safeguard both users in the event that a user doesn’t send their item, or if there is a dispute regarding the item’s condition or delivery.
5. Cancellation and liability:
- Users may cancel a swap offer before pre-authorising payment without any obligation. However, once both users have pre-authorised the swap and payments have been taken, the transaction is binding.
- At this stage, both users receive their respective shipping labels.
- Once payment is taken and the swap is confirmed, cancellations are not permitted within the app. If one user fails to send their item, they may be held liable for the value of the other user’s item under the Swap Protection policy.
6. Out-of-app payments prohibited:
- Any payments made outside of Swoopd (known as “out-of-app payments”) are strictly prohibited and may result in suspension or termination of your access to the Service.10. Fees
There is a Swap Protection Fee payable when you use the Services to complete a swap. Details are outlined in our Swap Protection Policy.
1. The Swap Protection Fee is inclusive of VAT where applicable.
2. If you receive payment via Stripe, fees will be deducted automatically.
3. Refunds for the Swap Protection Fee can be processed in the event of a cancellation.
11. Your content
When you post content on Swoopd, we may use it to operate our platform and promote Swoopd.
1. You retain ownership of all the rights to your content (referred to as User Content), and you’re responsible for it. You confirm that you have the necessary rights to post your content and that you aren’t infringing on anyone else's rights.
2. By posting User Content, you give us a worldwide, non-exclusive, irrevocable, sub-licensable, perpetual, and royalty-free licence to use, display, copy, adapt, modify, publish, and distribute your content as part of operating or promoting Swoopd. This licence extends to using your content in marketing materials or other promotional purposes. You also agree not to assert any moral rights or rights of publicity against us.
3. If you delete your User Content:
- It may still appear on the Service if other users have shared it or engaged with it.
- It might still appear on external platforms, like search engines, if it was shared elsewhere.
4. Our right to use your content doesn’t affect your privacy rights. Any personal information included in your content will be handled in line with our Privacy Policy.
5. We reserve the right to remove any User Content that we believe breaches our Terms or Policies or poses a risk to the community. If we remove your content, we will notify you and explain the reason.
6. Even if we remove your User Content, it may still be stored by us for legal purposes or if it has been shared by other users.12. Reporting unauthorised content
If you believe that any content on Swoopd infringes your rights or violates our Terms, please let us know.
1. We respect intellectual property rights and will take appropriate action to remove any infringing content from Swoopd. If you believe any content on Swoopd violates your rights, please file an Infringement Report. The process is detailed in our Intellectual Property Policy.
2. Upon receiving a report, we will review it and take appropriate action, which may include removing the content. We will aim to respond to your report within a reasonable timeframe.13. Dispute resolution
If you have a dispute with us or another user, here’s how to handle it.
Disputes with Swoopd:
1. If you have an issue with Swoopd, please contact us through our Help Centre. We prefer to resolve any disagreements informally.
Disputes with other users:
2. If you have a dispute with another user, please try to resolve it directly. If that’s not possible, you can escalate the issue through our Resolution Centre, and Swoopd will step in to mediate.
3. If your issue involves a transaction (e.g., an item that wasn’t as described), you can file a dispute with us, and we will attempt to resolve it based on our interpretation of the situation.14. Closing your account
If you no longer want to use Swoopd, you can close your account.
1. To close your account, follow these steps:
- If you're an iOS user, you can close your account directly through the app settings.
- For other users, submit a closure request through our Help Centre.
2. If we receive a request from someone claiming to represent you (such as a family member or legal representative), we may ask for proof of identity. For details on what happens to your data when you close your account, see our Privacy Policy.
3. Closing your account does not cancel any payments or obligations you may have with Swoopd or other users.15. Termination by Swoopd
We may end your access to Swoopd if you breach these Terms or if necessary, to protect the community.
1. We may terminate your account or your access to the Service for any reason by providing at least 45 days' notice.
2. If you breach these Terms and fail to correct the breach within 30 days, we may terminate your account immediately. For serious or repeated breaches, or if your use of Swoopd poses a risk, termination may be immediate.
3. We may suspend or terminate your account without notice if we believe your content or actions violate these Terms or our Policies. This may also include any related accounts. You do not have a right to continue using Swoopd if your account is terminated.
4. If we terminate or suspend your access, we will provide a reason for our action unless legal reasons prevent us from doing so.
5. Upon termination, we may delete your content, account information, or other data. We encourage you to back up any content you wish to keep, as we do not guarantee its availability after your account is terminated.16. Our responsibility to you
We strive to provide the best service possible, but there are some limits to our liability.
1. We provide the Service with reasonable care and skill, but we cannot guarantee that it will be perfect or uninterrupted.
2. We do not exclude or limit liability where it would be illegal to do so, such as liability for personal injury or death caused by our negligence.
3. We are not responsible for:
- Losses not caused by our breach of these Terms.
- Losses that were not foreseeable when you agreed to the Terms. A loss is foreseeable if it was an obvious consequence of our breach or if both you and we anticipated it at the time of the breach.17. Changes and interruptions to the Service
Swoopd may change or temporarily stop offering parts of the Service to make improvements.
1. We are constantly working to improve the Service, which means we may update, reset, or stop supporting certain features. This may affect your past or current activity on the platform.
2. We do our best to make sure Swoopd is always available, but there may be times when the Service is interrupted due to maintenance, updates, or unforeseen issues. We will inform you of these interruptions whenever possible.18. Changes to these Terms
From time to time, we may need to update these Terms.
1. We may update the Terms to reflect changes in the law, add new features, or address security risks. We will notify you of any material changes in advance unless urgent action is required.
2. If you do not agree to the updated Terms, you must stop using the Service and close your account.19. General terms
These terms define the relationship between you and Swoopd.
1. These Terms, along with our Policies, form the entire agreement between you and us. Previous versions of the Terms no longer apply.
2. If any part of these Terms is found to be unlawful by a court, the rest of the Terms will remain in effect.
3. Failure to enforce any part of these Terms does not waive our right to enforce them later.
4. These Terms do not create any partnership, agency, or employment relationship between you and Swoopd.
5. The Terms of Service are between you and us only, and no third party has the right to enforce any part of them.20. Governing law and jurisdiction
1. These Terms are governed by the laws of England, and any disputes will be handled by the English courts. If you live outside England, you may also be entitled to bring legal action in your local courts.21. Contact and feedback
We love hearing from you! Here's how to get in touch with us:
1. If you need to contact us about anything related to the Terms or other documents, please reach out via our Help Centre.
2. We welcome your feedback! If you have any ideas on how we can improve Swoopd, share them with us. By providing feedback, you agree that we can use it without any restrictions or compensation.
help
Home
Welcome to the Swoopd Help Centre!Choose from the list to find a solution to your query.If you can't find a solution, please contact our Support Team.Please note: Swoopd is a new app, and these help guides aim to provide the most helpful and up-to-date information as possible. We are constantly adding more guides to further help the Swoopd community.
help
Swapping on Swoopd
Swoopd is your go-to platform for refreshing your wardrobe sustainably by swapping pre-loved fashion items with others. Here’s how the swapping process works and how you can get started:
Getting started with swapping
Create an Account: Sign up for a Swoopd account to start swapping. After creating your account, you’ll be prompted to complete your brands profile and size profile, which we recommend. You can skip this initially but will be asked to complete it later for a more personalised experience.Complete Your Profile: Filling out your brands and size preferences helps Swoopd show you the most suitable items. This profile will be used to match you with the best fashion swaps based on your likes and swipes.Upload Your Items: You can start browsing and swiping even if you haven't uploaded any items yet. However, to participate in swaps, you will need to upload items to your Wardrobe. This allows other users to see what you have available. We've made uploading items easier than ever before.Please ensure your items comply with our Prohibited Items guidelines before uploading.Get Swiping: Swoopd uses a swipe-based browsing format to make it fun and easy to find new fashion items:
- Swipe Left: Skip the item if it’s not for you.
- Swipe Right: Like the item and add it to your watchlist for later.
- Make a Swap Offer: If you see something you love, go ahead and make a swap offer right from the swipe interface!Algorithm-Powered Suggestions: The more you interact with items (swiping, liking, and swapping), the more Swoopd’s algorithm learns what you like, ensuring that the items shown to you get better and more relevant over time.
Finding items to swap
Swipe to Explore: The primary way to browse items on Swoopd is through swiping. With each swipe, you help the algorithm tailor your recommendations based on your preferences.Build Your Community: As you like and swap items, you'll start seeing more items from users you’ve interacted with. Your community is made up of users whose items you’ve liked or swapped with. Your community is personalised to you.Peer Notifications: Once you swap with another user, you become each other's Peer and you’ll be notified whenever they upload new items, so you can be first to browse their latest listings.Browse Wardrobes: If you’ve liked an item from a user, you can view their Wardrobe directly to see what else they have available for swapping.
Making a swap offer
Swipe or Browse: Find an item you’re interested in, either through swiping or by browsing a user's Wardrobe.Make an Offer: When you’re ready to propose a swap, simply offer one of your listed items from your Wardrobe in exchange for the item you want. You can see the items they’ve liked from your wardrobe by checking their profile.Kickstart a Swap: If someone likes one of your items, you can kickstart a swap offer by viewing the list of users who have liked your item. From there, you can directly view their Wardrobe, find an item you like and make a swap offer.
Swap confirmation process
Once an offer is accepted, the swap process moves quickly to completion:Pre-Authorisation of Payments: After agreeing to the swap, both users must pre-authorise the payment, which covers the shipping and Swap Protection fees.Simultaneous Payment Processing: Once both users pre-authorise the swap, the payment is processed simultaneously, and both parties will receive shipping labels to send their items.Shipping the Items: Once the payment is confirmed, pack your item securely and ship it to the other user. You’ll be able to track the package to ensure it arrives safely.Confirm Receipt: Once you receive the swapped item, check that it matches the description. If everything is in order, confirm the swap on Swoopd to finalise the transaction.
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Swap Protection
Ensuring you’re protected while you’re swapping on Swoopd is one of our top priorities. For this reason, we cover you with Swap Protection when you swap through Swoopd. This takes care of:
1. Protection of your purchases
You can swap with peace of mind, knowing that we can refund you if your item:- Is significantly not as described
- Doesn't arrive
- Arrives damagedJust press “I have an issue” in your conversation screen with the other party within 2 days from being notified by Swoopd that the item should have been delivered or that the order seems lost, and submit your claim. For more details, check out our Refund Policy.Please note: Your order will be completed and the payment will be automatically released to the seller if you miss the 2-day deadline or if you ever hit the "Everything is OK button".
2. Extra measures against fraud
To make sure that no stranger can buy on behalf of you on Swoopd, we put an extra layer of safety to your swaps. We randomly check transactions by prompting purchase verifications.
3. Support from our team
We’re always at hand if you need to solve any questions related to your order. We’re here to ensure you have smooth and successful shopping on Swoopd.Good to know: Swap Protection fee is mandatory for every order made through Swoopd, and is applied automatically at checkout.
Swap Protection fee
Our goal is to provide swappers with a secure swapping experience by applying a Swap Protection fee. The amount of fee depends on the value of your item being swapped.The formula is:
- A fixed amount: a range of £0.7 to £1.4 and;
- A variable amount: a range of 5% to 11% of the value of your item, regardless of postage costsYou will see the total Swap Protection fee amount, calculated to the final price of your item on the summary page.
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Shipping on Swoopd
Both parties pay for shipping
The shipping expenses are added to the item’s price and are shown in the total sum of the buyer’s order at the checkout. Shipping rates depend on the parcel’s size and both the buyer’s and the seller’s locations.When you confirm a swap, you’ll get a prepaid Swoopd-generated shipping label in your email and Swoopd inbox. However, if our shipping instructions don’t include a Swoopd-generated shipping label, you’ll need to pay upfront and be reimbursed once the order is completed.
Tracking
Swoopd cannot track the parcel if it was sent with a different shipping provider than indicated in the swap summary.
5 days to send the item
You’ll have 5 working days to send the item as agreed in the swap terms. If you miss this deadline, we’ll have no choice but to charge your associated card inline with our Swap Protection policy.
Shipping options
Here are all the shipping options currently available on Swoopd:- Evri
- InPost (coming soon)
- Yodel (coming soon)
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Evri shipping
Using prepaid Swoopd-generated shipping labels for Evri, you can send and receive parcels within the UK.Evri Home delivery ships from Parcelshop or locker to the other party’s home address.Evri Parcelshop ships from Parcelshop or locker to Parcelshop.
How it works
1. Select Evri Home delivery or Evri ParcelShop when swapping an item.
2. Select your address or choose the pick-up point where you’d like to receive the item.
3. Pre-authorise the swap.
4. Track your parcel in the conversation screen to follow its journey.
5. Receive the parcel at home or collect it from your chosen pick-up point — you’ll be notified when it arrives.
When collecting the parcel, make sure to bring your ID to prove your identity.
Shipping price
Shipping rates depend on the parcel's size. You can see the total shipping cost at the checkout.
Swap Protection
If you’ve received an item that's damaged, significantly not as described, or you haven’t received it at all, we’ve got you covered by Swap Protection.Press "I have an issue" to submit a ticket for an ongoing swap. The swap will be temporarily suspended until a resolution is reached.See our Refund Policy for more information.Please note: Each party has 2 days from being notified by Swoopd that the receiving item should have been delivered or that the item seems lost to confirm if “Everything is OK” with the order, or press “I have an issue” and submit their claim.
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Payments
At Swoopd, all payments are processed securely through Stripe. Below are answers to common questions regarding payments on the platform.
Payment methods
Swoopd accepts a variety of secure payment methods through Stripe. Currently, you can use:- Credit or debit cards: All major credit and debit cards, including Visa, Mastercard, and American Express.
- Apple Pay and Google Pay: Convenient, secure payment options for users who prefer mobile wallets.We do not support any payments made outside the Swoopd platform, and out-of-app payments are prohibited.
Adding/changing a card
To add or change the payment card linked to your Swoopd account, follow these steps:1. Go to your Profile: Tap on your profile icon and navigate to Payment Settings.
2. Add or update card details: You can add a new card or update the details of your existing card here.
3. Save your changes: Once saved, your new payment method will be used for all future swaps.Remember, Swoopd does not store your card details. All card information is securely managed by Stripe.
Charges
Here’s a breakdown of the charges you can expect when swapping on Swoopd:- Shipping fee: Covers the cost of shipping your item. This fee is calculated based on the size and weight of the item being swapped.
- Swap Protection fee: A small fee that ensures your swap is protected in case of any issues during shipping or if the item isn’t as described.
- Total cost: You’ll see the total amount payable before confirming the swap, which includes both the shipping and Swap Protection fees.
Using credit
If you have credit on your Swoopd account (from referrals, promotions, or refunds), you can apply it to any upcoming swaps:- At checkout: When confirming a swap, your available credit will automatically be applied towards the total.
- Partial payments: If your credit doesn’t cover the entire payment, you’ll be prompted to pay the remaining balance using your stored payment method.Credit can only be used within the Swoopd app and cannot be transferred or withdrawn.
Payment authentication
For security reasons, Stripe may require payment authentication for certain transactions. This is a measure to protect you from fraud and ensure your account is secure.What is payment authentication?
Payment authentication, also known as 3D Secure or two-factor authentication, is an extra layer of security required by your bank or card provider to confirm your identity during a transaction.How does it work?
After entering your card details, you may be redirected to your bank’s page to confirm the payment. This could be done through:
- A one-time passcode sent via SMS
- A confirmation through your banking app
- Answering a security questionOnce authenticated, your payment will be pre-authorised. Once both users have done so, you will receive confirmation of the swap.
My payment has failed
If your payment has failed, don’t worry—this can happen for a number of reasons. Here are a few steps to troubleshoot:1. Check your card details: Ensure that the card details you’ve entered are correct, including the expiry date and CVV code.
2. Verify available funds: Make sure that your bank account has sufficient funds to cover the payment.
3. Check with your bank: Sometimes payments are declined by the bank. Contact them to see if they’ve blocked the transaction for security reasons.
4. Retry the payment: After verifying the above, try the payment again. If it still fails, you may want to try a different payment method.
5. Try a different payment method: If all else fails, try using another card or payment method listed in your account. If your payment still isn't going through, please contact our support team for further assistance.If the issue persists, please reach out to our Support Team.
I was charged by mistake
If you believe you’ve been charged by mistake, we’re here to help! Common reasons for unexpected charges include:1. Multiple transactions: Check to see if you accidentally submitted the payment more than once.
2. Pending pre-authorisations: Sometimes payments may appear as pending or duplicated due to pre-authorisation holds, but these should be released shortly if no additional charge was made.
3. Swap cancellation after payment: If your swap was cancelled and you were still charged, it’s possible that a refund is in process. Refunds may take a few days to appear back on your account.Please contact our Support Team. with your transaction details, and we will investigate and resolve the issue promptly.
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Intellectual Property Policy
Effective Date: 22/09/2024At Swoopd, we are committed to respecting and protecting intellectual property rights. This policy outlines the procedures for reporting alleged intellectual property infringements, how we handle such reports, and how Swoopd users can respond if their content or listings are affected.This policy forms part of our Terms of Service.1. Reporting Intellectual Property Infringement
If you believe that content listed on Swoopd infringes your intellectual property rights, you may submit a report to us. This could include issues such as the unauthorised use of your copyrighted material, trademarks, or patents.How to submit a report:
To submit an infringement report, please provide the following information:- A description of the intellectual property you believe is being infringed.
- A description of the content on Swoopd that you believe infringes your intellectual property, including a link or screenshot.
- Your contact information, including your name, address, telephone number, and email address.
- A statement confirming that you have a good faith belief that the use of the content in question is not authorised by the intellectual property owner, its agent, or the law.
- A statement confirming that the information you have provided is accurate, and that you are the intellectual property owner or are authorised to act on behalf of the intellectual property owner.
- Your electronic or physical signature.Please submit your report to [email protected].2. Swoopd’s Response to Intellectual Property Reports
Once we receive your report of infringement, we will take the following steps:1. Review the Report: We will review your report to ensure it contains all the necessary information.
2. Take Action: If we determine that the content in question infringes intellectual property rights, we may take one or more of the following actions:
- Remove or disable access to the infringing content.
- Notify the user who uploaded the content that it has been removed or disabled due to a report of intellectual property infringement.
3. Notify the Affected User: The user whose content was reported will be notified and given an opportunity to respond or provide a counter-notice if they believe the report is incorrect or invalid.Please note that Swoopd reserves the right to take any additional actions we deem necessary to protect intellectual property rights on our platform, including suspending or terminating accounts for repeated infringement.3. Counter-Notice from Users
If your content has been removed or disabled due to an intellectual property infringement report, and you believe that the removal was in error, you have the right to submit a counter-notice.How to submit a counter-notice:
To submit a counter-notice, please provide the following:- A description of the content that was removed or disabled.
- A statement under penalty of perjury that you have a good faith belief that the content was removed as a result of mistake or misidentification.
- Your contact information, including your name, address, telephone number, and email address.
- A statement consenting to the jurisdiction of the courts in your region and that you will accept service of process from the party who filed the original report of infringement.
- Your electronic or physical signature.Please submit your counter-notice to [email protected].Once we receive your counter-notice, we will review it and, if appropriate, reinstate the content. We may also forward the counter-notice to the party who filed the original report of infringement.4. Repeat Infringement
Swoopd has a policy to terminate user accounts that are subject to repeated reports of intellectual property infringement. If a user is found to repeatedly infringe on others' intellectual property rights, their account may be permanently suspended. We aim to protect intellectual property owners while maintaining a safe and fair platform for all users.5. Intellectual Property Rights on Swoopd
All content uploaded to Swoopd, including images, text, and listings, must comply with intellectual property laws. Users must ensure that they have the rights to any content they upload, including ownership of the item or having the necessary rights to sell, display, or use any trademarks, copyrighted material, or other protected content.Uploading counterfeit, pirated, or unauthorised products is strictly prohibited. Users who violate this policy may have their listings removed and their accounts suspended.6. Modifications to This Policy
Swoopd reserves the right to modify this Intellectual Property Policy at any time. Changes will be posted on this page, and users are encouraged to review this policy regularly. Continued use of the platform after changes have been made constitutes acceptance of the new terms.
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Rules
In this section, we outline what is expected from users when listing items, interacting with others, and using the platform. Following these guidelines will help keep Swoopd a safe and enjoyable community for all.Please also review our Prohibited Items list for specific items that cannot be swapped on Swoopd.
Allowed Items
Swoopd is a platform designed for swapping pre-loved fashion items and accessories. To ensure a positive experience for all users, only the following types of items are permitted:- Clothing: Pre-loved clothing for women, men, and children, including tops, trousers, dresses, jackets, and more.
- Footwear: Shoes, boots, trainers, and sandals in good condition.
- Accessories: Bags, belts, scarves, hats, jewellery, and other fashion-related accessories.
- Fashion-related items: Items that complement or enhance clothing and style, such as sunglasses, and watches.All items should be accurately described, including details about any wear, defects, or alterations. Items should also comply with our Prohibited Items guidelines, which outline what cannot be listed or swapped on Swoopd.
Listing Guidelines
When listing items, make sure to:- Provide clear, high-quality photos of the item from multiple angles.
- Accurately describe the condition of the item, including any defects or signs of wear.
- Ensure the authenticity of your items, especially well-known brands. Listing counterfeit or unauthorised replicas is strictly prohibited under our Item Authenticity Policy.
- Ensure the item meets our standards for allowed items, and does not fall under the Prohibited Items category.Failure to follow these rules may result in the removal of your listing or further action on your account.
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Prohibited Items on Swoopd
At Swoopd, we’re committed to keeping our community safe and enjoyable for everyone. To achieve this, certain items are not allowed to be listed or swapped on our platform. This guide provides an overview of prohibited items, split into three key categories: Illegal Items, Restricted Items, and Unsafe Items.Please note that this is not an exhaustive list, but should be considered as a guide. If you’re unsure whether your item is permitted, refer to this page or contact our Support Team.
Prohibited Items
1. Illegal Items
These items are prohibited by law and cannot be listed or swapped on Swoopd under any circumstances:Counterfeit goods: Items that imitate branded products or infringe on intellectual property rights.
Stolen goods: Any item that has been unlawfully obtained or is not owned by the user.
Drugs and controlled substances: This includes both illegal drugs and prescription medications that require regulation.
Weapons and explosives: Firearms, ammunition, explosives, and items intended to cause harm.
Illegal wildlife products: This includes items made from endangered species or those restricted under local or international wildlife laws.
Human remains: Any item that includes or is made from human body parts, such as bones, teeth, or hair.
2. Restricted Items
These items are subject to specific regulations or restrictions and cannot be swapped on Swoopd:Age-restricted products: Alcohol, tobacco, e-cigarettes, and other items that require age verification.
Medical devices and supplies: Prescription glasses, contact lenses, and other regulated medical products.
Live animals: Pets, livestock, or any living creature.
Event tickets: In some regions, swapping or selling tickets may violate ticket resale laws.
Gift cards and vouchers: These can pose a risk of fraud and are not allowed.
3. Unsafe Items
Items that pose a risk to health, safety, or well-being are not permitted on Swoopd:Used personal hygiene items: This includes worn underwear, used cosmetics, skincare products, toothbrushes, razors, and similar items.
Flammable and hazardous materials: Items such as fireworks, gasoline, or any material that is explosive or highly flammable.
Perishable goods: Food, drinks, or other items that can spoil or require refrigeration.
Recalls: Any product that has been recalled by the manufacturer due to safety concerns.
Sharp objects and tools: Any item designed to cause harm, including knives, axes, or other dangerous tools.
Remember: This list is a guide, and not all prohibited items are listed here. If you’re uncertain whether your item is allowed on Swoopd, please contact our Support Team before listing. Ensuring compliance with our guidelines helps keep the Swoopd community safe and fair for everyone.
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Item Authenticity Policy
Our Item Authenticity Policy sets out how we handle counterfeit items and protect intellectual property rights on Swoopd. We aim to foster a community of trust where users can confidently swap genuine fashion items.Swapping counterfeit items is strictly prohibited under our Terms of Service and may result in penalties, including the suspension of your account. All users are expected to respect trademarks, copyrights, and other legal rights, and to swap only authentic, genuine items.
Ensuring Authenticity on Swoopd
Counterfeits are Prohibited
Counterfeit items or replicas are not allowed on Swoopd. Any listings found to contain counterfeit items will be removed, and the user may face penalties, including account suspension.Verification for Higher-Value Items
For items considered of higher value or from brands commonly targeted by counterfeiters, we may ask for additional proof of authenticity. If authenticity cannot be proven, the listing may be hidden or removed.How to Prove Authenticity
When listing a well-known or high-value brand item, please upload clear photos showing details that confirm the item’s authenticity. These may include:
- Receipt or certificate of authenticity
- Tags and care labels
- Logos, patterns, or stitches
- Original packaging
- Serial or authenticity codes
- Any other relevant detailsProviding these details helps ensure your listing remains visible and trustworthy to other users.Item Traceability
Items swapped on Swoopd can be traced through multiple swaps. If a swapped item is later identified as counterfeit, we may track it back to the original uploader.Action Against Repeat Offenders
Users who repeatedly violate our Item Authenticity Policy by attempting to list counterfeit items will face permanent account suspension.
How to Report Counterfeit Items
If you believe you’ve received a counterfeit item or notice a suspicious listing, please report it to us through the Resolution Centre. We will investigate the matter and take appropriate action, which may include removing the item or banning the user responsible.
Appealing a Decision
If your listing has been removed or your account has been suspended due to a suspected counterfeit item and you believe this was in error, you can appeal the decision. Please contact our Support Team with any supporting evidence, and we will review your case.
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Resolution Centre
At Swoopd, we aim to make every swap a smooth and enjoyable experience. However, we understand that sometimes things don’t go as planned. The Resolution Centre is here to help you address and resolve any issues that may arise during your swap, whether it’s about an item not arriving, being significantly different from its description, or other concerns related to the swap process.When to use the Resolution Centre:You haven’t received an item you swapped for.
The item you received is significantly different from the description provided.
There’s been a miscommunication or disagreement with another user.
You need help resolving a dispute after a swap has been confirmed.
Before reaching out, we encourage you to first try and resolve the issue directly with the other user. If that doesn’t work, we’re here to help mediate the situation and find a solution.Please fill out the form below with the relevant details, and our Support Team will get back to you as soon as possible to assist in resolving your issue: