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FREQUENTLY ASKED QUESTIONS

If you can’t find what you’re looking for, please get in touch through the contact us page

This expansion provides our customers with a broader spectrum of products to explore and choose from, understanding that a collector’s interests extend beyond just the ornaments.

At N&P Swan, we are passionate about supporting businesses similar to ours. If for any reason we can’t provide a particular product or service you require,

we’ll happily pass on our recommendations of other trusted businesses.

Your satisfaction is our top priority, and we’re here to ensure you find what you’re looking for, no matter what.

Are your items brand new?

No most of our items are pre-owned unless otherwise stated within the listing description.

Item Condition Information

At N&P Swan, our commitment is to offer exceptional service and exquisite items. To ensure your peace of mind when making a purchase with us, we provide a comprehensive item condition report that includes a brief description and a graded number.

All items we sell undergo a comprehensive cleaning and inspection process before being resold. We meticulously acknowledge and record any chips or scratches, regardless of their size. Most of our customers state that they’ve been unable to locate the chip we’ve noted, this is how minor the defects are!

These details are prominently featured at the bottom of each product description. They go beyond a mere general description, serving as a guarantee of the appearance and quality of each specific item.

If you require additional information or photographs of any item, you can easily request them by contacting us. Our goal is to make sure you feel completely confident when making an online purchase with us, and we are here to assist you in any way possible.

Condition - Grade 1

These items are in perfection condition.

Please take a look at the product description to obtain further information regarding the original box.

If a description states ‘Boxed’ This indicates the item comes with its original box (please note we do not comment on the outer sleeves) if you require information regarding the outer sleeve please contact us.

Condition - Grade 2

One special aspect of our business is our unique collection of items, some of which may have small chips or scratches, including previously repaired ones. Despite these minor imperfections, we can guarantee they will remain undetectable while on display.Our motivation for offering such items stems from recognising their inherent value. Purchasing pieces with minor damage can significantly reduce their cost, making them more accessible to a wider audience.

By also doing this we’ve committed to minimising our environmental footprint. By repurposing these items for Swarovski’s dedicated collectors, which naturally reduces landfill waste.

When an item’s damage is too significant to be discreet while on display, we don’t resell them. Instead, we have two options: we either dismantle them for parts or offer them to friends, family, and charity shops. This ensures that even items with noticeable damage find a purpose and continue to be appreciated in some way.

In essence, what was once considered disposable becomes a cherished treasure in someone else’s collection.

Our product prices

All our items are fixed in terms of pricing, and we’re unable to accommodate price matching or price reduction requests.

We operate on significantly smaller profit margins compared to similar businesses. Our journey began as collectors ourselves, dreaming of owning pieces that seemed financially out of reach. That experience drives us to keep our prices low, making it possible for fellow collectors to enjoy the pieces they desire but might find unaffordable elsewhere.

Regarding the price difference between our eBay listings and our website: eBay charges us a selling fee for every item sold, which affects the pricing. When you purchase directly from us, we pass these savings on to you as the customer.

 Regarding an order

How can I track my package?

Once your order has been sent, you’ll receive a tracking number in your notification email. To track your package, visit www.royalmail.co.uk

Please note, we can’t see any more details than you can. If your parcel doesn’t arrive within 7 working days in the UK or 14 working days outside the UK, let us know as soon as possible.

Refunds can only be given within 30 days from the dispatch date. After this period, we unfortunately won’t be able to issue any form of refund.

My order hasn't arrived

All orders are dispatched using a tracked service. Please review the tracking information provided and include these details in your email to us.

For international buyers, please consult your customs department in case the parcel has been held for inspection.

If you haven’t received your order within 14 days (UK) to 21 days (World wide)  of the dispatch date, please contact us promptly. We will initiate an investigation into the whereabouts of your parcel. If we are unable to locate it, rest assured a full refund will be issued.

Please note, We are unable to honer refunds for lost parcels after 30 days from the dispatch date.

Part Of My Order Is Missing

If part of your order is missing, we will do all we can to ensure you receive the item, if the item is out of stock a refund may take 3-5 working days.

?If you have received the wrong item we will issue you with a returns label, once received the correct item will either be sent or a refund issued.

?please contact us via email, we will need your Name, Order Number and address.

An item I purchased has arrived damaged

We allow a maximum of 3 working days to be notified of any damage to an item.

The item will need to be returned in the original packaging.

If the item contains broken pieces please ensure the item is packaged separately to the broken parts where possible.

Once we receive the damaged item back we will endever to send a replacement or issue a refund.

Import Tax & customs Charges

– Buyers are responsible for understanding and paying all import charges associated with their purchases upon arrival in their country.

– Refusing a parcel due to import duties will result in additional charges, including but not limited to the original postage cost, handling fee, and return postage. These costs will be deducted from any applicable refund issued.

– If a parcel is lost during the return process, no refund will be issued.
Can’t find the answer your looking for then send us an email – contact@nandpswan.co.uk

Get in touch

Please allow 24 – 48 hours for a response.

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Email

Contact@nandpswan.co.uk

WhatsApp

07850763498

Please note this is a messaging service only

Address

N&P Swan Ltd, Casthorpe Road, Barrowby, NG32 1DP

Opening hours

 

Monday – Friday

 

10.30am – 2.30pm

 

Saturday – Sunday

Closed