FAQs - Frequently Asked Questions

We are unable to change or cancel your order once it is placed through our online store. All orders are automatically processed once they are received. You can return an unwanted item in it's original packaging and unworn, by completing a return request form.

Please give us a call 1300 762 253 as soon as possible. The sooner you give us your correct address the better chance that the courier service can update it. Unfortunately, we cannot guarantee that we can.

Add your items to the shopping cart as usual and begin the check out process, you will see a box where you will be prompted to enter your promo code - simply enter the code and you will see the code apply to your purchase.

Note: If you have an e-gift voucher use the e-gift voucher number as a payment method in the payment screen.

Yes, all international customers are liable for additional import taxes and custom fees within their own country. Fees are determined by destination country, we cannot provide an estimate for these prior to delivery. For more information regarding specific costs we recommend contacting your local customs office or postal service website.

We do not currently offer this service.

All your payment details are encrypted and securely processed via Shopify Payments. Shopify Payments is certified with all major acquirers and card schemes. They provide PCI DSS compliant payment solutions, ensuring that your information is safe and secure.

When will my gift card expire?

• Gift cards are valid for 12 months from the date of issue.

How do I redeem an e-gift voucher?

• Your e-gift voucher will have a unique number, enter this codeonce you have proceeded to payment and the system will deduct the amount ofyour voucher from the cart total.

Can I use an e-gift voucher in your stores?

• No, our e-vouchers can only be purchased and used on line, and ourphysical vouchers, purchased in stores, can only be used in our stores.

Afterpay is a "Pay Later" options which allows you to pay for your order over 4 interest-free fortnightly instalments. Orders paid by Afterpay will be shipped as if they would for any other form of payment. If you want to know more, please refer to our Afterpay page.

We offer free shipping on all orders within Australia where the order total is more than $100 AUD. Orders under $100 AUD will attract a $10 AUD shopping fee.

For more information, please visit our Delivery Information page.

Your order may be shipped from Australia or New Zealand depending on stock availability. We aim to dispatch your order within 1-3 days, from either our Victorian (AU) distribution centre, or from our South Island (NZ) distribution centre.

We use DHL express (Via Shippit) from New Zealand, and Australia Post from Australia. You will receive tracking emails from either or both of these services to enable you to track your order. We aim to deliver your parcel as quickly as possible, usually within 4 - 10 working days*.

If you'd like an order shipped to another country, please place your order on the Swanndri NZ website.

This is an estimate only and may be subject to delays. If your delivery falls out side of the Despatch + Delivery Timeframe, please contact us at info@swanndri.com.au and we will lodge an enquiry with the relevant courier service.

* For orders being sent to PO Boxes or rural addresses, these can take an extra 3 - 5 working days to arrive.

Your order may be shipped from Australia or New Zealand depending on stock availability. We aim to dispatch your order within 1-3 days, from either our Victorian (AU) distribution centre, or from our South Island (NZ) distribution centre.

We use DHL express (Via Shippit) from New Zealand, and Australia Post from Australia. You will receive tracking emails from either or both of these services to enable you to track your order. We aim to deliver your parcel as quickly as possible, usually within 4 - 10 working days*.

If you'd like an order shipped to another country, please place your order on the Swanndri NZ website.

This is an estimate only and may be subject to delays. If your delivery falls out side of the Despatch + Delivery Timeframe, please contact us at info@swanndri.com.au and we will lodge an enquiry with the relevant courier service.

* For orders being sent to PO Boxes or rural addresses, these can take an extra 3 - 5 working days to arrive.

Most orders are fulfilled from our Victorian warehouse, however due to stock availability your order may be split and be fulfilled from our New Zealand Warehouse. If you have received your order and you have a missing item, it is likely your package has been separated in to two shipments. If this is the case, you should receive two tracking emails from Shippit and from AusPost. If you have any concerns relating to your order please contact us.

• Wool Jackets & Bush Shirts
• Tailored Wool Coats
• Knitwear/Merino
• Oilskin
• Rainwear
• Repair Guide
• Dog Coat Measurement Guide

How can I change my password?

• To reset your password, please use the 'Forgot?' password functionality via the 'Account Login' pop-up. This will email you a link allowing you to set a new password.

How can I change my Address?

• When logged in, you can edit your address in the 'Address Book' located in the 'My Account' section.

• History of Swanndri
• Find our sustainability strategy
• Read our Greenhouse Gas Emissions Report

Swanndri moved its manufacturing offshore in 2005. We work with a small number of specialist manufacturers, mostly in China. We've worked with them for many years, and visit regularly. They are experts in their field, i.e. wool, heavy canvas and oilskin and maintain the high quality you expect from Swanndri year after year.

Most of Swanndri production moved offshore in 2005, due to the decline of capacity in the manufacturing industry in New Zealand. We are committed to supporting the manufacturing industry in New Zealand where we can, 99% of our socks are made here, most of our wool is grown here and all of our belts are made here. Swanndri itself is 100% kiwi owned and employs around 60 NZ based staff.

We offer 30 day returns on items that are in unworn, unwashed original condition with tags attached. All online outlet sale items are final sale and cannot be returned unless faulty.

We do not accept returns on Underwear.

To return an item, please process a returns request by completing this form, using your order number as reference.

Once approved, you will be required to send your return to our warehouse using a traceable shipping method.

Once we receive your return, we will process your refund back to your original payment method and notify you when this has been completed. Please note, this can take 2-5 business days depending on your bank provider.

You can find our full returns policy here.

Please note: Please ensure you have clearly marked your order number on the front of your returns parcel. If this can not be identified, you may experience delays receiving your refund until we can identify your package.

We happily offer exchanges for the same item in a different size or colour. Alternatively if you would like to exchange for a different item, please reach out to our customer care team for assistance.

We do not accept online returns at our stores or head office, they must be posted back to the relevant warehouse.

We aim to process your refund or exchange within 10 working days of receipt of your return. Please make sure you note the order number on the outside of your parcel to streamline the process.

Items purchased from Australia can be returned to our Australian Warehouse at:

Swanndri Returns
Click3PL
57 Barclay Road
Derrimut 3026
Victoria
Australia

Items dispatched to the Rest of World need to be returned to our New Zealand Warehouse at:

Swanndri Returns
15 Mary Muller Drive
Hillsborough
Christchurch 8022
New Zealand

We guarantee your item aginst manufacturing faults for 2 years after date of purchase. Please read our 'Swanndri Standard' guarantee information before requesting a refund due to manufacturing fault, and note the situations that are not covered by warranty.