Refund policy

At Swan City, we believe good things should stick around longer than an I-4 construction project. But if something isn’t quite right, we’ll help get it sorted.

14-Day Return Window  
You have 14 days after receiving your order to request a return back to the nest.

To be eligible for a return, your item must be:
- Unworn or unused  
- In the same condition you received it  
- With tags attached  
- In original packaging when applicable  
- Accompanied by proof of purchase or receipt

Starting a Return  
To begin a return, email us at swancityorlando@gmail.com.

Approved returns should be mailed to:

Swan City  
1414 E Washington St  
Orlando, FL 32801

If your return is accepted, we’ll send you:
- A return shipping label  
- Instructions for sending your item back safely to the flock

Please note: items sent back without first contacting us won’t be accepted. Our swans have rules for the flock and need time to process unannounced newcomers.

Questions? Concerns? Existential crises caused by a delayed package?  
Reach us anytime at swancityorlando@gmail.com.

Damages & Issues  
Please inspect your order once it arrives from the nest.

If your item is defective, damaged, or you received the wrong product, contact us immediately so we can make it right.

We hate broken eggs around here, and quality matters deeply to us. Swan City products are designed to last longer than your latest “I’m moving out of Orlando” phase but maybe not as long as the I-4 Eyesore’s “we are opening soon” phase.

Non-Returnable Items  
Some items cannot be returned, including:
- Perishable goods  
- Custom or personalized products  
- Beauty and personal care items  
- Hazardous materials, flammable liquids, or gases

If you’re unsure whether your item qualifies, just reach out before sending it back.

Unfortunately, we also cannot accept returns on:
- Sale items  
- Gift cards

Exchanges  
Need a different size or item?

The fastest way is to:
1. Return your original item  
2. Place a new order once your return is approved

Simple. Like a Pub Sub ultimate order.

European Union Orders  
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason.

Items must still be:
- Unworn or unused  
- In original condition and packaging  
- Accompanied by proof of purchase

Refunds  
Once we receive and inspect your return, we’ll notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please keep in mind that banks and credit card providers may take additional time to process the refund on their end.

If more than 15 business days have passed since your refund was approved, contact us at swancityorlando@gmail.com.

No swans will be harmed or rehomed from Lake Eola in the process of a return.