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 costs points + $3.99.

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.

How can I view my point balance?

Log in to your account.

I'm having trouble logging in.

You may need to activate your account. Check your email for an account activation email from us and simply click on the link. Still having trouble? Send an email to love (at) swapsociety.co and we can resend the account invitation.

Can I buy points?

No, but we give up to 200 bonus points to new members for signing up so you can start swapping right away. Join now.

What do you accept?

We accept freshly-laundered, gently-used women's clothing and fashion jewelry (a.k.a. costume 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 and in good condition, we take it. We list items without tags as "unknown."

What don't you accept?

We do not accept women's shoes, bags, 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 sustainable fashion brands including Roboro and ELLERALI 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 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 if I can’t fit everything in the welcome kit?

When you place an order, we send a reusable pre-paid mailer so you can send us more clothes each time. Memberships include up to one pre-paid mailer per month for incoming clothing to Swap Society. If you would like to ship us more items, you may do so at your own cost. (Shipping is very expensive and we would have to charge a lot more for our service if we included more than one incoming shipment per month.) Please make sure to include your name and email on your account with your shipment. If you're in the LA area you can also email love (at) swapsociety.co to arrange a drop-off.

I need a new shipping bag and/or label.

Memberships include up to one pre-paid mailer per month for incoming clothing to Swap Society. Your bag is reusable, and we include a new mailing label with each order (up to one per month). If you need a bag and/or a label and haven't placed an order lately or yours is lost, just email us and we will happily send one to you. Email us: love (at) swapsociety.co. If you place more than one order within a 30 day period, we will not include another incoming label with those additional shipments.

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." We only accept items that are absolutely wearable, so don't be afraid to try something that is 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."

What does "unknown" mean?

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

What area do you serve?

We are based in Los Angeles and serve the entire United States.

What happened to the BASIC and LUXE memberships?

We have simplified and now there's only one type of membership. If you had a BASIC membership you can still swap, but instead of paying $4.99 per item, you will pay $3.99 per item + a $10 service charge per order. The $10 fee is added to the shipping charge.

How do I cancel?

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