FREQUENTLY ASKED QUESTIONS


How do points work?

Points are how we keep things fair and make sure that you get equal value for what you send in. Everything you order from our site is points + $3.99 (LUXE Members) or $4.99 (BASIC members).

Points are based on a few key metrics including desirability, seasonality, condition, inventory and retail value. We review your clothes and our algorithm assigns points to accepted items. We email your point total. You can also view your points by logging in to your account.

What are point ranges?

Some people love designer and luxury brands, while some people wouldn't dream of spending that kind of cash on clothes. A lot of people fall somewhere in the middle and have a mix of mass brands, designer brands and luxury pieces. To keep things fair, you will only be able to take out items from point ranges as high as the most valuable item you swap in. So, if you only send in low point items, you will not have access to high point items. For example, some people might only send in items from mass retailers such as the Gap (and that's totally fine!), but a dozen Gap items will not get you a luxury brand cocktail dress unless you're swapping in some of the fancy stuff too. We let you know what your highest range is when we send you your point total.

How can I view my point balance?

Log in to your account.

Can I buy points?

No.

What do you accept?

We accept freshly-laundered, gently-used women's clothing and jewelry, as well as clothing and accessories for babies and kids. Clothing must be free from stains, tears/rips/holes, odors, pilling, fading, stretching, missing/broken parts and alterations.

What brands do you accept?

We accept all brands! We even accept clothing that are missing its tags. If it's wearable, we take it. We list items without tags as "unknown."

What don't you accept?

We do not accept women's shoes, bags, sunglasses, swimwear, intimates or hosiery. Clothing must be free from stains, tears/rips/holes, odors, pilling, fading, stretching, missing/broken parts and alterations.

What if my items aren't accepted?

Unaccepted items are upcycled by MeWe Clothing or donated to charity, including Downtown Women's Center (DWC). DWC is the only organization in Los Angeles focused exclusively on serving and empowering women experiencing homelessness and formerly homeless women. They envision a Los Angeles with every woman housed and on a path to personal stability. Their mission is to end homelessness for women in greater Los Angeles through housing, wellness, and advocacy.

 What's the difference between BASIC and LUXE memberships?

Both memberships include unlimited swapping.

LUXE members get free shipping in both directions* and the per-item fee is $3.99. When you sign up for a LUXE membership you get a welcome kit with a bag to send in your clothes. There's a membership fee that ranges from $12-$19 per month depending on if you pay monthly, quarterly or yearly. LUXE members also get 24 bonus points upon joining and get first dibs on designer and luxury brands. *LUXE memberships include one pre-paid mailer per month for incoming clothing to Swap Society, plus free shipping on qualifying orders (minimum of 2+ or 5+ items depending on location).

The BASIC membership doesn't require any membership fees, but BASIC members are responsible for covering their own shipping costs, plus the per-item fee is $4.99. Upon joining everyone receives an email with our shipping address and instructions for getting started. BASIC members get 7 bonus points when they join. We now offer BASIC members a free welcome kit with one pre-paid mailer to send in your first shipment.

What is your return policy?

If you receive something that you do not like, or that does not fit, you may return/re-swap it. Simply send it back using the reusable mailer that your order arrived in. You may also use that mailer to send in new items to swap. Points for returned items are "refunded" to your account, but the per-item fee is a service charge and is non-refundable.

What is your shipping address?

Swap Society
3826 Grand View Boulevard
PO Box 66900
Los Angeles, CA 90066

What if I can’t fit everything in the welcome kit?

Every time you place an order, we send a reusable pre-paid mailer so you can send us more clothes each time. LUXE memberships include one pre-paid mailer per month for incoming clothing to Swap Society. BASIC members can re-use the mailer, but must pay for their own postage.

What shipping service can I use to mail in my garments?

Send your items via the United States Postal Service (USPS) only. We cannot accept UPS, FedEx, DHL or other shipping services at this time.

How will you know that a shipment is from me?

If you are a LUXE member, your information is already on the pre-paid mailer. If you are a BASIC member, please include a note inside the box with your name and the email address associated with your account.

What's "Imperfect"? What does the asterisk (*) mean before a brand name?

Sometimes we receive garments that are totally wearable, but have a minor imperfection. Whether it's a tiny snag, a faint stain or a missing button, at our discretion, we may accept a garment and mark it as "imperfect."

Imperfect garments have an asterisk in front of the brand name to make them easy to identify. Specific details about the flaw will be in the product listing. (Usually these flaws are too small to be visible in the product photos.) These items will have lower points due to the condition being beyond "gently used." "Imperfect" items are available to everyone, regardless of their point range cap!

What does "unknown" mean?

Garments that are missing their tags are listed as "unknown."

How do I cancel?

We are sorry to see you go! Log in to your account , click "My Membership" and select "Cancel."