FAQ's

Q. How do I place an order?

A. If you want to place your order online we use PayPal's High Security Credit Card Handling System.

You do not have to join Paypal or register to use their card handling system - it is just like any other shopping cart but extra secure. There is no charge for you to use it. Just place your selected items in the shopping cart and then proceed to PayPal's checkout and everything will be taken care of. If you choose to use your credit/debit card via Paypal then we never see your card details (PayPal keep them secret) and you benefit from their state of the art maximum encryption ordering system. All your personal details are safe and are not passed on to any third parties.

Once you have completed the checkout, your order confirmation will be shown online, please print this for your records. You will also be emailed your order confirmation upon placing your order. Please ensure your email address has been entered correctly and that your email account is not treating our email as SPAM. If you have not received this within 24 hours, please contact us. The payment will be debited from your account on the day your order is placed.

Q. Why use PayPal?

A. We believe PayPal has created the safest, easiest-to-use, and most cost effective platform for businesses and individuals to send and receive money.

Q. How secure are PayPal transactions?

A. PayPal uses the latest technology and proprietary procedures to protect the security of its members transactions. We encourage you to carefully review their Data Security and Encryption page to answer questions about their industry-leading protection policies.

Q. What is the delivery charge?

A. Here at Swan Wedding Creations there is a flat rate delivery charge of £7.95. Delivery is FREE on all orders of £150.00 and above. However if you are needing to order samples (4 maximum) please call us and we can discuss which favours you would like and then we will send them to you with free delivery (these charges apply only to UK mainland under 14.5kg).

For all International Orders including the Channel Islands, Scottish Islands, Northern Ireland and Republic of Ireland, please email us before placing an order for an accurate shipping quote.

Q. When will my order be delivered?

A. The dispatch can be between 1 working day and 30 days depending on the product(s) ordered. Personalised orders can however take up to six (6) weeks. We will endeavour to keep you updated on dispatch.

Please note where multiple products are ordered with differing dispatch times, your complete order will be dispatched when all products become available, i.e. the latest dispatch time advised. If you would like your ordered products to be sent out separately please contact us by email at sales@swanweddingcreations.co.uk. Please note additional delivery costs will apply. If you require a rush order and wish to check stock levels before you order, please contact us.

The specified dispatch time indicates the time needed to process and dispatch your order from our warehouse. Please note that this lead time does not include delivery transit time which is usually 1 - 3 days within mainland UK. We cannot guarantee any delivery date due to any delays that are out of our control.

If you are unsure of the estimated delivery date please contact us at the following e-mail address: sales@swanweddingcreations.co.uk.

Q. What delivery method do you use?

A. All orders are delivered by either Royal Mail 1st Class recorded or by Parcel to go secure Courier Monday - Friday 9am - 5pm depending on size/weight. Saturday Delivery is available at an additional charge; please contact us if you would like a Saturday delivery. To ensure you have received your order, a signature will always be required upon delivery. We can deliver to any UK address - your work, family, friend etc, but someone must be available to receive and sign for your order.

Q. What if I miss my delivery?

A. If you have missed delivery the courier will leave a Delivery Attempt card with further instructions on collection or re-delivery. Please call the courier number on the card as soon as possible as orders will be sent back to us automatically within 3 days with Parcel to go or 5 days with Royal Mail. After this time, your order will be sent back to us and a re-delivery charge will apply.

Q. How do I cancel and/or return my order?

A. You can cancel your order at anytime up until seven working days from the day after you have received your order. Please note this does not apply to all, Personalised, Bespoke or Edible items. To cancel your order please notify us of your return in writing within seven working days. Please make sure that you inform us of the order number, product description, and reason for return and whether you require a replacement or refund. All orders must be sent back in the in the same condition as it was supplied within 15 days from the date you received your order. Please note your full order amount will be refunded to you and processed to your payment card within 30 days. The return postage cost cannot be refunded to you.

The return address is:

Swan Wedding Creations
6 Pier Court
64 Queen Street
Hull
East Yorkshire
HU1 1XA

Please use recorded delivery in order to minimise the risk of the refunded item not being returned safely and for your own proof of delivery, as we cannot take responsibility for items lost in transit.

Q. Do you provide printed brochures?

A. Swan Wedding Creations does not produce a printed brochure/catalogue. We feature all of our products on our website. Please visit our company website www.swanweddingcreations.co.uk to view our extensive range of unique wedding favours.

Q. Can I order samples?

A. We know that with the large selection we offer it can be difficult to decide on what favour/gift to buy. Offering samples of our range will help you to make this decision. We try to offer samples of all of our products however, please note that some products cannot be ordered as samples. You can order a sample(s) (maximum 4) by calling us at Swan Wedding Creations were we will be happy to discuss which sample(s) you require. You will pay for each individual sample and delivery is free.
We look forward to your call! Telephone: 01482 229299.

Q. Can I pay by cheque?

A. You are very welcome to pay by cheque, however, the products you have ordered will not be dispatched until the cheque clears.

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