Delivery, cancellation and refund policy

Last updated 30 September 2026

This policy covers orders you place on swappies.co.za. You accept it when you place an order - the checkout asks you to tick that you do. Nothing in it limits your rights under the Consumer Protection Act, the Electronic Communications and Transactions Act or any other South African law.

Delivery

  • Within South Africa we deliver to the PUDO locker or Paxi point you choose at checkout. You can also collect for free in Benoni by appointment, arranged on WhatsApp once your order is paid.
  • The delivery fee for each option is shown at checkout and included in your total before you pay. There are no other charges.
  • We pack your order and hand it to the courier within 2 working days of your payment being confirmed.
  • How long the parcel then takes to reach your locker or Paxi point is up to the courier, not us. PUDO and Paxi publish their own delivery times for each service.
  • International orders go by South African Post Office, tracked and signed for. This takes 8 weeks or more, and you are asked to confirm that you understand this before you order.
  • We email you the tracking number when your order is sent. It is also shown under My orders. To find out where a parcel is or why it is late, contact the courier with that tracking number - they are the only ones who can see it.

Once your order has been sent

  • When we hand your parcel to the courier and send you the tracking number, our part of the delivery is done. From that point the parcel is the courier's responsibility and travels at your risk.
  • Swappies is not liable for a parcel that the courier loses, delays or damages, and we do not refund or replace an order for that reason. Because we are the sender, the claim against the courier is ours to lodge: tell us within 7 days of the expected delivery and we lodge it for you, with the waybill and proof that we handed the parcel over. Whatever the courier pays out we pass on to you - that, and nothing more, is what you receive. The courier's decision and its cover limit are final.
  • Collecting the parcel in time is your responsibility. A locker or Paxi point holds a parcel for a limited time only, and a missed collection is not something we can undo.
  • If a parcel is not delivered, not collected or sent back to us for any reason, every cost of sending it again is yours. You can ask us to send it again, which we do once you have paid the new delivery fee - we do not re-send for free - or you can arrange to collect it from us in Benoni at no charge. If you do neither within 7 days of us telling you the parcel has come back, the items go back into our stock and we do not refund the purchase price or the delivery fee.

Cancellation

  • Before you pay: there is nothing to cancel. An unpaid order holds your items for up to 72 hours; after that it may be cancelled and the items go back on sale.
  • After you pay, before we send it: contact us with your order number and we cancel the order and refund everything you paid, including delivery.
  • After it has been sent: you may cancel without giving a reason within 7 days of receiving your order. Send the items back to us in the condition you received them, at your own cost, and we refund what you paid for the items. Delivery and return postage are not refunded.
  • If we have to cancel: now and then an item turns out to be missing or damaged in our stock, or was priced in error. We will tell you straight away and refund you in full for anything we cannot send.

Returns and refunds

  • Most of our collectables are one-off individual items, not multiples. The card, sticker or mini you buy is usually the only copy we have, so we cannot swap it for the same item in better condition or send a like-for-like replacement. Where we owe you something and have no second copy, the remedy is a refund of that item.
  • If we packed the wrong item or left one out, contact us within 7 days of receiving your parcel with your order number and a photo. We replace it if we have another, or refund it.
  • If an item is not as we described it - the wrong condition grade, or a fault it had before we sent it - contact us within 7 days of receiving your parcel with your order number and a photo. Send it back and we refund that item. We cannot swap it, for the reason above.
  • We photograph every order before the parcel is sealed. That record shows which items were sent and the condition they were in, and it is what decides a dispute about a missing item, a wrong item or an item's condition.
  • Damage that happens in the courier's hands is handled as a courier claim, as set out above.
  • Any item you send back to us travels at your cost and your risk. Use a tracked service and keep the tracking number.
  • Collectables must come back in the condition they were sent, and must be the same items we sent - checked against our photographs. A sticker that has been peeled or stuck down, or a card that has been marked or damaged after delivery, cannot be refunded.
  • Refunds go back the way you paid: card and instant EFT payments are refunded through PayFast, manual EFT payments to the bank account you give us, and wallet payments to your Swappies wallet. If you would rather have wallet credit, just say so.
  • We process a refund within 7 working days of agreeing it, or of the returned items reaching us, and never later than 30 days. Your bank may take a few more days to show it.

Selling to us

Sending your collectables to us, revised offers and the return of items you decide not to sell are covered under "Selling to us" in our terms of use.

How to reach us

Email [contact] with your order number (it starts with SW), or see our contact page.