shipping, returns and exchanges

Shipping

The site you are on right now, hipswan.com, is tailored to US-based customers. If you are a UK-based customer, please shop on our UK website at hipswan.co.uk.

We ship to US customers from our Northampton, England distribution center.

Our standard shipping service is FedEx FIC or DHL Globalmail. The expected delivery time to the US is 8 - 10 business days. These services do not pick up orders during weekends, so please keep this in mind when counting business days.

We offer free standard shipping if your order value is $50 and above. If your order value is below $50, we charge a subsidized shipping fee of $10. We find that a significant number of our first-time customers become long-term, repeat customers and would like you to evaluate our socks for suitability and sizing without high shipping costs being a barrier.

We also offer an express courier option which will take 3 - 4 business days to reach the US. The express option is also with FedEx or DHL but with their expedited services, and costs $35 (or $25 if your order value is above $50).

US import duties and sales taxes

US import duties and sales taxes are calculated at checkout and are included in the price you pay.

Returns

hipSwan places a high priority on delivering outstanding customer service, and this extends to those rare instances when customers need to return their socks (historically, less than 2% of customers have returned their socks, the vast majority due to sizing issues).

We are committed to your satisfaction and offer a liberal returns policy:

  • We offer a 60-day return window
  • For your convenience, we have a US-based returns facility
  • Returned items must be in a new and unused condition together with all tags and original packaging intact. If your items have been used and cannot be restocked as new, please do not send them back to us. Doing so will lead to further expense and wastage, as they must be disposed.
  • Refunds can only be made to the payment method used for the original order.
  • Return postage costs are the responsibility of the customer.
  • Our logistics partner normally requires 7 - 10 business days to confirm receipt and inspect the items included in your return package.
  • We aim to process your refund within 2 - 3 business days after receiving confirmation that your returned items are in a new and unused condition with all tags and original packaging intact.
  • We typically initiate the refund request within 24 hours of receiving the confirmation from our logistics provider but don't have control over when your credit card or other payment provider will reflect the credit on your account.

If you wish to initiate a return, please contact our customer service at cs@hipswan.com (referencing your order number) and we'll send you detailed instructions including the address to which you should send your items.

Exchanges

We do not offer direct exchanges. If you prefer another color or style, you would have to return the original pair(s) and place a new order.