Delivery Policy

At checkout you can choose:

• Home delivery — your order is delivered to the address you provide, subject to available delivery regions and fees shown at checkout
• Self-pickup — you collect items directly from the vendor; no delivery fee applies

A single checkout may include products from more than one vendor. Each vendor fulfils their own items independently. Items may arrive in separate packages or on different dates.

Delivery fees shown at checkout apply to the order as configured for your selected region. Vendors are responsible for preparing their portion of the order for dispatch or pickup.

Delivery is available only in regions listed at checkout. Fees vary by region and are displayed before you pay. If your region is not listed, choose self-pickup where offered or contact the vendor through their store page.

Estimated delivery timelines may be shown on the order page but are not guaranteed unless explicitly stated by the vendor or Sway support.

After payment, your order moves through stages such as paid, fulfilled, dispatched, out for delivery, and delivered. You can track progress on your order detail page.

For home delivery, a confirmation code may be required when the order is out for delivery. Provide this code to the delivery agent to confirm receipt.

For self-pickup orders, vendor contact details and pickup address are shown on your order page. Arrange collection directly with the vendor using the provided phone or WhatsApp details.

When you collect your items, the vendor marks the order as picked up and shares a 6-character confirmation code. Enter that code on your order page to complete the order.

Pre-order items may require a deposit at checkout with the balance due on delivery or pickup. Your order page will show deposit paid and remaining balance. Fulfilment begins once the product is available; vendors will update pre-order status when items arrive.

If delivery cannot be completed because of an incorrect address, unreachable phone number, or refused delivery, the order may be returned to the vendor or held for re-delivery. Additional fees may apply.

If your order is significantly delayed or lost in transit, contact support through your order page. We will work with the vendor and delivery partners to resolve the issue.

Risk of loss passes to you upon confirmed delivery to your address, confirmed pickup from the vendor, or when you or your agent accepts the package from a delivery partner, whichever applies to your fulfilment method.

For delivery questions, check your order status first. For unresolved issues, open a dispute from your order page within the dispute window or contact Sway support.