Help center
Welcome to Supplyswap's help center. Here, you'll find answers to the most common questions our customers have. If you can't find the information you're looking for, please feel free to contact our customer support team, we are here to help you.
General Questions
What is SupplySwap?
SupplySwap is an online marketplace offering a wide range of high-quality products shipped directly from Europe. We strive to provide a seamless shopping experience and exceptional customer service.
How do I create an account?
To create an account, click on the "Sign Up" button at the top right corner of our homepage and follow the prompts to register.
Orders and Shipping
How do I place an order?
Simply browse our product catalog, select the items you want, add them to your cart, and proceed to checkout. Follow the prompts to complete your purchase.
What payment methods do you accept?
We accept various payment methods including credit/debit cards, PayPal, ideal, bankcontant, klarna and other secure payment options.
How long does shipping take?
Shipping times vary depending on your location and the product ordered. Typically, orders are delivered within 3-7 days.
Can I track my order?
Yes, once your order is shipped, you will receive a tracking number via email. You can use this number to track your order here.
Returns and Refunds
What is your return policy?
We offer free 90 day return guarantee. If you are not completely satisfied with your purchase, you can return it within 90 days for a full refund or exchange.
How do I initiate a return?
To initiate a return, please contact our customer support team here with your order number and reason for return. They will guide you through the process.
How long does it take to process a refund?
Refunds are typically processed within 7 days after we receive the returned item.
When will I get my money back after a return?
Once we receive and inspect your returned item, we will process your refund. The refund will be credited to your original payment method within 7 days.
What happens if my package is lost?
If your package is lost, please contact our customer support team. We will investigate the issue with the carrier and, if necessary, send a replacement or issue a full refund.
Do I have to pay for return shipping?
The cost of return shipping depends on the reason for the return and the time. If the return is requested within 90 days it is always free. If it is after 90 days due to a defect or error on our part, we will cover the return shipping cost. Otherwise, the customer may be responsible for return shipping.
Product Information
Are all products shipped from Europe?
Yes, all our products are sourced from reliable suppliers within Europe to ensure high quality and quick delivery.
How can I find more information about a product?
Detailed product information is available on each product page. If you need additional information, please contact our customer support team.
Account and Security
How do I reset my password?
If you forgot your password, click on the "Forgot Password" link on the login page and follow the instructions to reset it.
Is my personal information secure?
Yes, we prioritize your privacy and security. We use advanced encryption technology to protect your personal information.
You can read more in our Privacy Policy here.
Customer Support
How can I contact customer support?
You can contact our customer support team via email at service@supplyswap.com, or through the contact page on our website. We are always available during weekdays to assist you.
Rectification Portman
On September and October 2024, we offered certain lighting from the YUER brand for sale. These turned out to be counterfeit copies of the P1 Retrolamp and the P2 EVO from the Portman brand. This infringed on Portman's intellectual property rights. Following the received letter of formal notice, we have removed the advertisements in question.
