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.

At this stage, Swanndri Gift Cards are not available in Australia.

Afterpay is a buy now, pay later platform that lets you pay for your items in 4 instalments over 6 weeks, interest free. 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.

Our Swanndri Down is proudly RDS certified. The Responsible Down Standard (RDS), certification guarantees that the down used in our products is traceable, humane, and harvested with the highest welfare standards. This means no live-plucking or force-feeding, promoting better treatment of animals and sustainability throughout the supply chain.

When you choose Swanndri Down, you’re supporting products that are as ethical as they are warm.

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

We provide detailed information on every model featured on Swanndri, ensuring you can find the perfect match for your preferences. For more information and to navigate directly to the measurements, just click here.

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, and most of our wool is grown here. Swanndri itself is 100% kiwi owned and employs around 60 NZ based staff.

You can find our full returns policy here.

You can find our returns policy frequently asked questions here.

For items purchased online, start your return here.

You can find our full exchanges policy here.

You can find our exchanges policy frequently asked questions here.

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.

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.

Find details about the Swanndri Standard here.