THE G(END)ER SHOP FAQ
Welcome to the first one stop online shop for trans folks in the UK. Please read thoroughly!
Who are your products for?
We serve LGBTQ+ folks in the UK who face barriers in accessing self-care resources at regular cost. We also supply resources for LGBTQ+ allies, events and friends.
What do you stock?
We stock self care items, G(end)er Swap merchandise, sometimes clothes, and resources.
Does stock change?
Our shop is always stocked with different items.
When do you restock items?
We cannot guarantee a re-stock timeline due to our small team. Please subscribe to the e-newsletter on our website to be the first to hear about our re-stocks! PLEASE DO NOT EMAIL US ASKING WHEN WE ARE RE STOCKING. Our team is too small to handle such inquiries.
Where can I hear about newly listed items?
Please subscribe to our e-newsletter on our website: www.genderswap.org
Can I request for certain products to be sold?
Yes, we do take requests into account however we can’t guarantee we can get them in stock. It will depend on our collaborations and financial capacity to order specific items in.
Can I back order products or be put on a reserve list?
No, you will have to check back to see if the item is restocked. We are too small of a team to hold a reserve list.
Is my product new?
All products are new or lightly used and it will be outlined in the product description.
Do you do refunds/exchanges?
We do not provide refunds or exchanges as all purchases are a donation to our organisation.
What do I do with the item I cannot return/exchange?
If something doesn’t fit, please post in our Facebook clothing page where folks can make use of items. Anyone who would like your item should reimburse you for postage.
Why is there a limit on binder purchases?
This is to ensure 'fair' access to binders. We have noticed similar people making purchases and we want to make sure that more people are benefiting from our outreach.
How much is shipping?
Shipping is free for most products. If not, shipping prices are listed at check out and include post and packaging costs.
Will I get an email confirmation when my products are sent?
Yes, you will receive an email confirmation when your order has been fulfilled and is ready to be sent out. PLEASE DO NOT email us after you purchase asking when you will get your product. Please check your junk folder if you did not get a notification.
Where do you ship to?
We ship to folks in the UK ONLY.
I am from outside of the UK and placed an order, now what?
We do not refund non-UK customers. We handle your order as a donation to our PayPal to support operational costs. We lose money by refunding you.
Why do you not ship to the EU?
Due to Brexit, the administrative work has increased for shipping outside of the UK. Postage costs have also increased. We cannot afford this.
When do you ship?
We ship on Mondays ONLY. This is subject to change depending on bank holidays and team availability. We have only one person managing orders so please be patient. All changes to shipping times will be announced via e-newsletter or on social media.
When is the purchasing cut off to get my item delivered on a Monday?
The previous Friday at 12 pm.
How long does it take for shipments to arrive?
Items are shipped via Evri and take 2-4 business days to arrive. You cannot request 1st class, tracked and signed for or any special delivery requests. We are too small of a team to accommodate this.
Where is my tracking number?
It will be sent in the confirmation email we send you notifying that your parcel has been delivered.
My parcel is lost, what now?
If it has taken more than 7 days for your parcel to arrive from the Monday that we are due to ship your parcel (not from the date of your order), it may be lost. Please contact us and we will try our best to track it down. You may be asked to re-order depending on the nature of the delivery/purchasing circumstances.
Is the packaging discreet?
Yes, all items arrive in a plain/opaque plastic orange envelope. The sender is marked as “GS” for your safety.
Can I request what name to address the parcel to?
Yes, please put any details in the “special request” box at check out.
Do you include any leaflets?
Yes, a G(end)er Swap leaflet or business card will be included. You can request for these not to be included at checkout.
Is the packaging eco-friendly?
No, we are currently using plastic packaging. We are working on switching to eco-friendly packaging when our budget allows for it.
How can I pay?
You can pay at the checkout section of our online shop. PayPal is the only method of payment to ensure secure purchasing for both the customer and organisation.
Will I receive payment confirmation?
Yes, PayPal always sends out a confirmation statement after your purchase. This is required by law. We can see payment confirmations from our account.
I didn’t receive a payment confirmation, now what?
Please open a case with PayPal as this is out of our control.
Can I pay with another method?
No, PayPal only.
Where does donation go to?
We use your donation/purchase to support our post and packaging costs, operational costs for running the shop as well as leaflet printing. We do not make any profit from your donations.
When can I make purchases?
Anytime. Please see information on delivery days above.
Is there someone to help me with my purchase at any time?
You can click the chat icon on our website to ask a question. We operate between 11 am-5 pm on weekdays. We do not reply on weekends. We take up to 2-3 business days to reply due to a high volume of queries.
KEEP UP TO DATE/ GET SUPPORT
Where can I hear of updates to the shop?
Follow us and subscribe! Subscribe to our e-newsletter: www.genderswap.org. Follow us on socials (Instagram, Tik Tok, Twitter): @genderswap_
My query hasn’t been answered, who can I contact?