By default, your Swap returns portal is hosted on a Swap-owned domain.
This article explains how to replace that with your own branded subdomain by updating your DNS records.
Objective
Change your returns portal URL from a Swap domain to a custom domain you own.
Example
From:
To:
In this example:
“returns” is your subdomain
“beautifulstore.com” is your root domain (also referred to as your domain name)
You can choose any subdomain name you like, as long as you own the domain.
Requirements
Before you begin, make sure the following requirements are met:
You own the domain you want to use
If you own beautifulstore.co.uk, you cannot use beautifulstore.com unless you also own that domain
You have access to your DNS settings
This is usually managed by your domain provider or DNS service, such as:
Cloudflare
GoDaddy
Namecheap
Squarespace
You can create and edit DNS records
If you are unsure how to do this, search for your DNS provider’s official guide.
Step 1: Request TXT record values from Swap
Before creating any DNS records, you must contact Swap to request the required TXT record values.
When submitting your request, include:
The full custom URL you want to use
Example: returns.beautifulstore.com
The DNS provider you are using
Example: Cloudflare or GoDaddy
⚠️ Ensure that your brand owns the domain you provide and that it is accurate. If the domain is incorrect, Swap will not be able to validate it.
Swap will respond with two TXT record values.
Step 2: Create TXT records in your DNS
Once you receive the TXT record value from Swap, create two TXT records in your DNS.
TXT record details
Type | Record name | Record value |
TXT | _acme-challenge.subdomain | Provided by Swap |
TXT | _cf-custom-hostname.subdomain | Provided by Swap |
Notes
Replace “subdomain” with the subdomain you chose
Example: returns
The record names must be entered exactly as shown
Step 3: Create a CNAME record
Next, create one CNAME record to point your subdomain to Swap’s returns infrastructure.
CNAME record details
Type | Record name | Record value |
CNAME | subdomain |
Example
Type | Record name | Record value |
CNAME | returns |
The CNAME record value is fixed and must be copied exactly.
Some DNS providers will automatically display the full domain, for example returns.beautifulstore.com. This is expected behaviour.
Step 4: Wait for DNS propagation
DNS changes can take effect within a few minutes, but in some cases, it may take up to 48 hours.
How DNS propagation works (short explanation)
When you update DNS records, the changes are not applied everywhere instantly. DNS information is cached by servers worldwide, including those of Internet service providers and browsers.
As these caches refresh over time, the new records gradually become visible globally. This process is known as DNS propagation.
Because different systems refresh at different intervals, some users may see the new domain working sooner than others. This means that even if the new domain seems to work for you, it might not yet be fully propagated in other areas.
How to monitor DNS propagation
You can check whether your DNS records are live using online DNS lookup tools.
Common options include:
WhatsMyDNS
DNS Checker
Your DNS provider’s built-in DNS lookup tool
When checking, make sure you:
Select the correct record type (TXT or CNAME)
Enter the full record name when using lookup tools
Example: returns.beautifulstore.com
If the correct values appear in multiple locations, propagation is in progress or complete.
Local caching considerations
If your domain does not appear to work locally, but looks correct in DNS checkers:
Try opening the domain in an incognito or private browser window
Clear your browser cache
Wait a little longer and try again
Final confirmation
Once DNS propagation has completed:
Your custom returns portal domain will load correctly
Swap will be able to confirm that all required records have been detected
No further action is required once propagation is complete.
Need help?
If your domain does not work after 24 hours, or if you are unsure whether your DNS records are correct, contact Swap support and include:
Your full custom domain
Your DNS provider
Screenshots of your DNS records (if possible)