FAQ

 

SOUTHWEST AIRLINES® FREEDOM SHOP

ONLINE STORE Q&A

Q:        How do I get to the Southwest Airlines® Freedom Shop online store?

A:         Type www.swafreedomshop.com into your web browser.

Q:        Who are the models featured in the Southwest Airlines® Freedom Shop online store?

A:         The models are actual Southwest Airlines Employees! Our Employees are the Spirit behind our brand, and several items in the Freedom Shop were actually designed by them!

Q:        How do I create a Freedom Shop account?

A:         Click on the “Create an Account” button to the right of the login button on the home page. If you have trouble logging in, please email swafreedomshop@creata.com.        

Q:        Is a login account required?

A:         A login account is not required to browse or purchase from the Freedom Shop. However, creating an account will provide you access to special Southwest Airlines® Freedom Shop offers.          

Q:        Can I earn extra Rapid Rewards points by purchasing Freedom Shop merchandise?

A:         You are not able to earn Rapid Rewards points at this time for Southwest Airlines® Freedom Shop purchases. However, if a purchase is made using a Rapid Rewards credit card, points are earned based on your program.        

Q:        How will my order be shipped?

A:         All orders will be shipped standard ground transportation via FedEx. It is your responsibility to provide the correct delivery details at the time of ordering. If an incorrect delivery address is provided, you may be charged for the re-delivery of your order to the correct address.  FedEX does not ship to P.O. Boxes.

Q:        What is the turnaround time to receive my order?

A:         Orders will be dispatched within 1-2 business days of receipt. Speed of delivery will depend on the freight service selected. At peak times during the year, order processing may be extended. Orders that are requested to be expedited will be charged $10.00 per order. 

Q:        How do I check the status of my current order or review past orders?

A:         Simply log in to your Southwest Airlines® Freedom Shop account, and click on “Order Status/History” to review the status of current or past orders.

Q:        What methods of payment will be accepted?

A:         The Southwest Airlines® Freedom Shop accepts the following credit cards/debit cards for payment: MasterCard, Visa, American Express, and Discover. Your credit card will be pre-authorized at the time of order and billed once the order is shipped. For canceled orders, the pre-authorization may remain on your credit card for up to 48 hours, or per your credit card company's policy. Pre-authorization releases on your credit card for canceled orders are managed by your respective credit card company and not the Southwest Airlines® Freedom Shop.

Q:        Is www.swafreedomshop.com a secure web site?

A:         Yes.  Our secure server software (SSL) provides for secure commerce transactions. It encrypts all of your personal information, including credit card number, e-mail address, name, and mailing address, so that it cannot be read as the information travels over the Internet. No unauthorized parties can read the information you send.   

Q:        What happens if an item is out of stock or discontinued?

A:         If an item is temporarily out of stock, we will advise you immediately and let you know when, and if, it will be available to ship. If an item has been discontinued, we will contact you, and issue a refund.  If your discontinued item is part of multiple purchases, it will be noted on your delivery documentation and deducted from your order/invoice when shipped. 

Q:        What if I need to return or exchange an item?

A:        

  • Creata will accept the return of items providing the following details are met:

                                –Pet carriers are non-refundable.

                                –Items are unused, unopened and in saleable condition upon return.

                                –Returned within 30 days of delivery.

                                –We are informed prior to the return.

                                –All apparel returns must be unworn, unaltered, and unwashed with all tags attached.

                                –All products must be returned in good condition, in their original packaging and with all accessories.

  • Customers who have been supplied the correct goods and wish to exchange or return these goods will be expected to pay all further shipping costs. Shipping is not refunded. It is your responsibility to ensure that the item(s) are adequately packaged to prevent damage during transit. Please ensure the following details are enclosed:

                                –The related invoice number.

                                –Your name and phone number.

                                –Your requested option to finalize the order provides an appropriate return.

                Creata is not responsible for items which may be lost in transit during a return. Upon return we will contact you directly via phone or email notification. The return will be applied via the original method of payment. If cash was used then appropriate return of amount invoiced will be given via alternate means. Creata will contact you directly to determine this method. 

 

Q:        How will my contact information that I submit on the Southwest Airlines® Freedom Shop Online Store be used?

A:         When a Customer provides contact information in connection with an order, we keep that information on file so that we may reach you about your order if necessary. We may also keep the contact information to send you marketing information regarding upcoming sales or new items.  If you do not wish to receive these future marketing messages, you may opt out at any time.

Q:        How will my personal information be used if I share it?

A:         Information collected by Southwest Airlines® Freedom Shop is used internally by authorized Freedom Shop employees for three main purposes. First, we collect information to determine how to improve our site by seeing which areas, features, and products are most popular. Second, we collect information in order to personalize the site for our Customers. For example, in the future, we may recommend products or features you may like based on what you have liked in the past. Third, we keep track of the domains from which people visit us. We analyze this data for trends and statistics, and then we discard it. We do not sell, rent, loan, or transfer any personal information regarding our Customers to any unrelated third parties.

Q:        Who do I contact with questions regarding an order?

A:         We want you to enjoy every shopping experience at the Southwest Airlines® Freedom Shop. Please let us know how we’re doing using any of the contact methods below:

  • Mail:  Southwest Airlines® Freedom Shop, 2432 Wyman Street, Dallas, TX, 75235
  • Phone: 855-SWA-SHOP, local: 469-603-1080
  • E-mail:  swafreedomshop@creata.com

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