The easiest way to track your order is through MySwappie. Log in to MySwappie using the email that was used for your purchase, then navigate to My Order to view your tracking details and order status.

Once your order has been shipped, you will also receive a confirmation email with a tracking link. Click on the link to monitor your order’s journey. If you haven’t received a tracking email, check your spam folder or contact our customer service. Please note that tracking updates may not appear daily, depending on the courier.

Orders are typically processed within 1–2 business days if the phone is immediately available. If the device was undergoing refurbishment at the time of purchase, processing may take a bit longer.

The estimated processing time is displayed above the “Add to Cart” button when placing your order, and it’s also included in your confirmation email.

Swappie offers multiple shipping options, including DHL Express, DHL Parcel, (depending on your location). Estimated delivery times range from 1–7 business days, depending on the chosen shipping method. The exact timeframe is displayed at checkout.

If your order hasn’t arrived within the estimated delivery window, follow these steps:

• Check your tracking link in the confirmation email to see the latest status
• Look for local disruptions such as strikes or severe weather, which could affect delivery times
• Contact the courier directly using your tracking number for updates
  • DHL Express
  • DHL Portal
  • PostNord
  • PostNL
  • Packeta
  • Posti
• If the courier cannot locate your package, contact Swappie’s customer service so we can open an investigation

If your package was marked as delivered but you haven’t received it:

• Check with neighbors or building reception in case it was left with them.
• Check your mailbox or any designated safe spot—you may have selected a safe place via the courier’s website or app, and the package could have been left there.
• Verify the delivery location using the tracking link.
• Contact the courier to confirm delivery details. Then, reach out to Swappie Customer Support as soon as possible so we can assist you further.
  • DHL Express
  • DHL Portal
  • PostNord
  • PostNL
  • Packeta
  • Posti

• Delivery times are estimates and do not include weekends. They can also be affected by external factors such as public holidays, severe weather, or courier delays.
• If your order is delayed beyond the estimated timeframe, check your tracking link and contact the courier for updates.
  • DHL Express
  • DHL Portal
  • PostNord
  • PostNL
  • Packeta
  • Posti
• If you ordered a device that was undergoing refurbishment at the time of purchase, processing may take longer. The estimated processing time is shown above the “Add to Cart” button when placing your order, and it’s also included in your confirmation email.

If further assistance is needed, reach out to Swappie’s support team.

If your order arrives with missing or damaged items, you must report the issue to Swappie within a reasonable time, preferably within 72 hours of receiving the package.

• Provide your order number and detailed photos of the issue.
• Contact Swappie’s customer service via the “Contact Us” page.

Depending on the courier company, you may also be required to report the incident directly to them, either online or in person at a local branch. We recommend always checking the courier’s website for their specific requirements.

If your order hasn’t been processed yet, you can cancel it directly in MySwappie. Here’s how:

• Log in to your MySwappie account.
• Navigate to My Orders > Order Status.
• If the order status is Processing, you’ll see a Cancel my order button.
• Click Cancel my order to proceed with the cancellation.

If your order has already been shipped and you have received a shipping email confirmation, cancellation is no longer possible. However, you can return it within 14/30 days for a full refund.

Once an order is placed, we cannot modify the order’s value for accounting reasons. However, if your order is still processing, you can:

• Cancel your current order (see cancellation instructions above).
• Place a new order with your preferred device.

Once an order has been placed, it is not possible to add or remove accessories.

• If your order is still processing, you can cancel it and place a new order with the correct accessories.
• To check if your order is still processing, log in to MySwappie > My Order > Order Status.

For cancellation instructions, please refer to the section above.

Yes, Swappie Care can be added within two weeks of your purchase. To sign up to this service:

• Log in to MySwappie using the email you used to place the order.
• Navigate to My Order, where you’ll see a prompt to add Swappie Care.
• Click on the prompt, which will take you to the Swappie Care sign-up page.

After two weeks from purchasing your phone, adding Swappie Care is unfortunately no longer possible.

• If your order is still processing (Go to MySwappie > My Order > Order Status), contact Swappie’s support team immediately to request an address change.
  • Please note that we aim to process orders quickly, so it’s possible your order may be completed before any changes can be made.
• If your order has already shipped (Check MySwappie or your inbox for a shipping confirmation email), Swappie can no longer modify the address. However, you may be able to contact the courier directly to update the delivery details.

For purchases made on swappie.com, it’s not possible to modify billing information after the order has been placed. However, if you ordered through our B2B platform, billing changes may be possible. Please reach out to our Customer Support team to request the update.

No, once an order has shipped, it cannot be modified. However, you can return the order within 14/30 days if you wish to reorder a different item.