{"id":7143,"date":"2025-05-21T14:51:18","date_gmt":"2025-05-21T11:51:18","guid":{"rendered":"https:\/\/help.swappie.com\/?post_type=docs&#038;p=7143"},"modified":"2026-03-30T14:38:16","modified_gmt":"2026-03-30T11:38:16","password":"","slug":"tracking-and-managing-my-order","status":"publish","type":"docs","link":"https:\/\/help.swappie.com\/en-gb\/article\/tracking-and-managing-my-order\/","title":{"rendered":"Track &amp; Manage Order"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Tracking and Delivery<\/h2>\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>How can I track my Swappie order?<\/summary>\n<p class=\"wp-block-paragraph\">The easiest way to track your order is through <a href=\"https:\/\/swappie.com\/ie\/myswappie\/\" target=\"_blank\" rel=\"noreferrer noopener\">MySwappie<\/a>. Log in to MySwappie using the email that was used for your purchase, then navigate to <strong>My Order<\/strong> to view your tracking details and order status. <\/p>\n\n\n\n<div style=\"height:0px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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\u2019s journey. If you haven\u2019t 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.   <\/p>\n<\/details>\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>How long does Swappie take to process orders?<\/summary>\n<p class=\"wp-block-paragraph\">Orders are typically processed within 1\u20132 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. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><br\/>The estimated processing time is displayed above the <strong>\u201cAdd to Cart\u201d<\/strong> button when placing your order, and it\u2019s also included in your confirmation email.<\/p>\n<\/details>\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>What are Swappie\u2019s shipping options and delivery times?<\/summary>\n<p class=\"wp-block-paragraph\">Swappie offers multiple shipping options, including DHL Express, DHL Parcel, (depending on your location). Estimated delivery times range from 1\u20137 business days, depending on the chosen shipping method. The exact timeframe is displayed at checkout.  <\/p>\n<\/details>\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>What should I do if my order doesn\u2019t arrive?<\/summary>\n<p class=\"wp-block-paragraph\"><strong>If your order hasn\u2019t arrived within the estimated delivery window<\/strong>, follow these steps:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Check your tracking link<\/strong> in the confirmation email to see the latest status<\/li>\n\n\n\n<li><strong>Look for local disruptions <\/strong>such as strikes or severe weather, which could affect delivery times<\/li>\n\n\n\n<li><strong>Contact the courier<\/strong> directly using your tracking number for updates\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/mydhl.express.dhl\/us\/en\/help-and-support.html#\/contact_us\" data-type=\"link\" data-id=\"https:\/\/mydhl.express.dhl\/us\/en\/help-and-support.html#\/contact_us\">DHL Express<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.dhl.com\/ie-en\/home\/customer-service.html\" data-type=\"link\" data-id=\"https:\/\/www.dhl.com\/ie-en\/home\/customer-service.html\">DHL Portal<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.postnord.fi\/en\/contact_information\/\" data-type=\"link\" data-id=\"https:\/\/www.postnord.fi\/en\/contact_information\/\">PostNord<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.postnl.nl\/en\/contact\/\" data-type=\"link\" data-id=\"https:\/\/www.postnl.nl\/en\/contact\/\">PostNL<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.packeta.com\/customer-service\" data-type=\"link\" data-id=\"https:\/\/www.packeta.com\/customer-service\">Packeta<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.posti.fi\/en\/for-businesses\/customer-support\" data-type=\"link\" data-id=\"https:\/\/www.posti.fi\/en\/for-businesses\/customer-support\">Posti<\/a><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>If the courier cannot locate your package<\/strong>, contact Swappie\u2019s customer service so we can open an investigation<\/li>\n<\/ul>\n<\/details>\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>What happens if my order is missing?<\/summary>\n<p class=\"wp-block-paragraph\">If your package was marked as delivered but you haven\u2019t received it:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Check with neighbors<\/strong> or building reception in case it was left with them.<\/li>\n\n\n\n<li><strong>Check your mailbox or any designated safe spot<\/strong>\u2014you may have selected a safe place via the courier\u2019s website or app, and the package could have been left there.<\/li>\n\n\n\n<li><strong>Verify the delivery location<\/strong> using the tracking link.<\/li>\n\n\n\n<li><strong>Contact the courier to confirm delivery details.<\/strong> Then, reach out to <a href=\"https:\/\/help.swappie.com\/en-gb\/contact-us\/\" data-type=\"page\" data-id=\"6836\">Swappie Customer Support<\/a> as soon as possible so we can assist you further.\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/mydhl.express.dhl\/us\/en\/help-and-support.html#\/contact_us\" data-type=\"link\" data-id=\"https:\/\/mydhl.express.dhl\/us\/en\/help-and-support.html#\/contact_us\">DHL Express<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.dhl.com\/ie-en\/home\/customer-service.html\" data-type=\"link\" data-id=\"https:\/\/www.dhl.com\/ie-en\/home\/customer-service.html\">DHL Portal<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.postnord.fi\/en\/contact_information\/\" data-type=\"link\" data-id=\"https:\/\/www.postnord.fi\/en\/contact_information\/\">PostNord<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.postnl.nl\/en\/contact\/\" data-type=\"link\" data-id=\"https:\/\/www.postnl.nl\/en\/contact\/\">PostNL<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.packeta.com\/customer-service\" data-type=\"link\" data-id=\"https:\/\/www.packeta.com\/customer-service\">Packeta<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.posti.fi\/en\/for-businesses\/customer-support\" data-type=\"link\" data-id=\"https:\/\/www.posti.fi\/en\/for-businesses\/customer-support\">Posti<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/details>\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Why is my order delayed?<\/summary>\n<ul class=\"wp-block-list\">\n<li>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. <\/li>\n\n\n\n<li>If your order is delayed beyond the estimated timeframe, check your tracking link and contact the courier for updates.\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/mydhl.express.dhl\/us\/en\/help-and-support.html#\/contact_us\" data-type=\"link\" data-id=\"https:\/\/mydhl.express.dhl\/us\/en\/help-and-support.html#\/contact_us\">DHL Express<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.dhl.com\/ie-en\/home\/customer-service.html\" data-type=\"link\" data-id=\"https:\/\/www.dhl.com\/ie-en\/home\/customer-service.html\">DHL Portal<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.postnord.fi\/en\/contact_information\/\" data-type=\"link\" data-id=\"https:\/\/www.postnord.fi\/en\/contact_information\/\">PostNord<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.postnl.nl\/en\/contact\/\" data-type=\"link\" data-id=\"https:\/\/www.postnl.nl\/en\/contact\/\">PostNL<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.packeta.com\/customer-service\" data-type=\"link\" data-id=\"https:\/\/www.packeta.com\/customer-service\">Packeta<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.posti.fi\/en\/for-businesses\/customer-support\" data-type=\"link\" data-id=\"https:\/\/www.posti.fi\/en\/for-businesses\/customer-support\">Posti<\/a><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>If you ordered a device that was <strong>undergoing refurbishment<\/strong> at the time of purchase, processing may take longer. The estimated processing time is shown above the <strong>\u201cAdd to Cart\u201d <\/strong>button when placing your order, and it&#8217;s also included in your confirmation email. <\/li>\n<\/ul>\n\n\n\n<div style=\"height:0px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">If further assistance is needed, <a href=\"https:\/\/help.swappie.com\/en-gb\/contact-us\/\" data-type=\"page\" data-id=\"6836\">reach out to Swappie\u2019s support team<\/a>.<\/p>\n<\/details>\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>What should I do if my order arrives damaged or incomplete?<\/summary>\n<p class=\"wp-block-paragraph\">If your order arrives with missing or damaged items, you must report the issue to Swappie as soon as possible.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Provide your order number<\/strong> and detailed photos of the issue.<\/li>\n\n\n\n<li><strong>Contact Swappie\u2019s customer service<\/strong> via the &#8220;<a href=\"https:\/\/help.swappie.com\/en-gb\/contact-us\/\" data-type=\"page\" data-id=\"6836\">Contact Us<\/a>&#8221; page.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">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\u2019s website for their specific requirements. <\/p>\n<\/details>\n\n<h2 class=\"wp-block-heading\">Making Changes to My Order<\/h2>\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Can I cancel my order?<\/summary>\n<p class=\"wp-block-paragraph\">If your order hasn\u2019t been processed yet, you can cancel it directly in <a href=\"https:\/\/swappie.com\/ie\/myswappie\/\" data-type=\"link\" data-id=\"https:\/\/swappie.com\/ie\/myswappie\/\" target=\"_blank\" rel=\"noreferrer noopener\">MySwappie<\/a>. Here\u2019s how: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Log in<\/strong> to your MySwappie account.<\/li>\n\n\n\n<li>Navigate to <strong>My Orders<\/strong> &gt; <strong>Order Status<\/strong>.<\/li>\n\n\n\n<li>If the order status is <strong>Processing<\/strong>, you\u2019ll see a <strong>Cancel my order<\/strong> button.<\/li>\n\n\n\n<li>Click <strong>Cancel my order<\/strong> to proceed with the cancellation.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:0px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">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 30 days for a full refund. <\/p>\n<\/details>\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Can I change the device I ordered?<\/summary>\n<p class=\"wp-block-paragraph\">Once an order is placed, we cannot modify the order\u2019s value for accounting reasons. However, if your order is still processing, you can: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Cancel your current order (see cancellation instructions above).<\/li>\n\n\n\n<li>Place a new order with your preferred device.<\/li>\n<\/ul>\n<\/details>\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Can I add or remove accessories from my order?<\/summary>\n<p class=\"wp-block-paragraph\">Once an order has been placed, it is not possible to add or remove accessories.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>If your order is still processing, you can cancel it and place a new order with the correct accessories.<\/li>\n\n\n\n<li>To check if your order is still processing, log in to <strong><a href=\"https:\/\/swappie.com\/ie\/myswappie\/\" data-type=\"link\" data-id=\"https:\/\/swappie.com\/ie\/myswappie\/\" target=\"_blank\" rel=\"noreferrer noopener\">MySwappie<\/a> &gt; My Order &gt; Order Status.<\/strong><\/li>\n<\/ul>\n\n\n\n<div style=\"height:0px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">For cancellation instructions, please refer to the section above.<\/p>\n<\/details>\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Can I add Swappie Care after I\u2019ve placed my order?<\/summary>\n<p class=\"wp-block-paragraph\">Yes, Swappie Care can be added <strong>within two weeks<\/strong> of your purchase. To sign up to this service: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Log in to <a href=\"https:\/\/swappie.com\/ie\/myswappie\/\" data-type=\"link\" data-id=\"https:\/\/swappie.com\/ie\/myswappie\/\" target=\"_blank\" rel=\"noreferrer noopener\">MySwappie<\/a><\/strong> using the email you used to place the order.<\/li>\n\n\n\n<li><strong>Navigate <\/strong>to<strong> My Order<\/strong>, where you\u2019ll see a <strong>prompt<\/strong> to <strong>add Swappie Care<\/strong>.<\/li>\n\n\n\n<li><strong>Click <\/strong>on the<strong> prompt<\/strong>, which will take you to the <strong>Swappie Care sign-up<\/strong> page.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:0px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>After two weeks<\/strong> from purchasing your phone, adding Swappie Care is unfortunately no longer possible.<\/p>\n<\/details>\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Can I update my shipping address after placing my order?<\/summary>\n<ul class=\"wp-block-list\">\n<li>If your order is still processing (Go to <strong><a href=\"https:\/\/swappie.com\/ie\/myswappie\/\" data-type=\"link\" data-id=\"https:\/\/swappie.com\/ie\/myswappie\/\" target=\"_blank\" rel=\"noreferrer noopener\">MySwappie<\/a> &gt; My Order &gt; Order Status<\/strong>), contact Swappie\u2019s support team immediately to request an address change.\n<ul class=\"wp-block-list\">\n<li>Please note that we aim to process orders quickly, so it\u2019s possible your order may be completed before any changes can be made.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>If your order has already shipped (Check <strong>MySwappie<\/strong> 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. <\/li>\n<\/ul>\n<\/details>\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Can I modify my billing information?<\/summary>\n<p class=\"wp-block-paragraph\">For purchases made on swappie.com, it\u2019s 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.  <\/p>\n<\/details>\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Can I modify my order after it has shipped?<\/summary>\n<p class=\"wp-block-paragraph\">No, once an order has shipped, it cannot be modified. However, you can return the order within 30 days if you wish to reorder a different item. <\/p>\n<\/details>\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tracking and Delivery Making Changes to My 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