FAQ - Frequently Asked Questions

General Questions

What is the Original?

We refer to our original bush shirt as 'The Original' or the 'OG' bush shirt. It's been exactly the same since 1927 and it's not changing any time soon. It's a heavyweight wool bush shirt made from pure NZ strong wool, sourced through the ZQ ethical and sustainable wool programme. You can find out more about ZQ and ZQRX here.

Where can I buy Swanndri?

You can purchase online on our e-Commerce site or at one of our retail stores.
Free shipping on all New Zealand orders over $100 and reasonable shipping rates worldwide. A $7.99 delivery fee will apply for New Zealand orders under $100. See our delivery information here for more details.
Our handy store locator has a full list of our own stores and our stockists. Simply search your nearest town and the map will show you the location.

Where is the nearest Swanndri store and what are its opening hours?

Our handy store locator has a full list of our own stores and our stockists. Simply search your nearest town and the map will show you the location.

Where can I find more information about Muck Boot sizing?

Please refer to our MUCK® BOOTS Size Guide page, if you want to know more about sizing and how to measure your feet.

What are Swanndri's Terms & Conditions?

You can find our Terms & Conditions here.

Where can I find the Terms & Conditions for Swanndri's latest Promotion?

You can find our Promotion Terms & Conditions here.

What is Swanndri's Privacy Policy?

Please refer to our Privacy Policy and Terms & Conditions.

About our Fabrics and Fibres

Let's talk synthetic fibres

While we do our best to use natural materials throughout our products, a small percentage of our total fibres are made from synthetic fibres.

Why? If we're being honest, some synthetic fabrics offer properties that natural fabrics do not.

In a nutshell, synthetic fibres are man-made from non-renewable resources, namely crude oil petroleum. That's right, the same stuff that fuels your car. Synthetic fibres that are commonly found in our clothing include polyester, nylon, and acrylic.

On the upside, synthetic fibres are real workhorses. They're tough, they resist wear and tear, often have waterproof properties, and they hold their shape well. This means your favourite Swanni keeps its comfy fit, come rain, shine, or a trip through the washer. Synthetic fibres are champs when it comes to easy care. Toss them in the washing machine, hang them up to dry and you're good to go. No shrinkage, no fuss. The fibres can also bounce back to their original shape, which means less wrinkles and a longer-lasting fit. Synthetic fibres are also extremely versatile and can be engineered to take on a range of properties like warmth, stretch, or water-resistance. This makes them a particularly good choice for sportswear, outdoor gear, and all-weather clothes.

However, synthetic fibres cause devastating impacts to our planet. The production of synthetic fibres starts with extracting oil and gas, which disrupts ecosystems, pollutes our precious air and water and can cause large-scale damage to marine life. Then you've got the process of turning these chemicals into fibres, which uses a ton of energy and water, not to mention releasing harmful pollutants.

But there's more. Synthetic fibres, due to their plastic origins, are non-biodegradable. So when they end up in landfills (which too many do), they sit there for hundreds of years before breaking down and returning to the Earth. What's worse, they shed tiny plastic particles known as microplastics with every wash. These microplastics make their way into our water systems - polluting rivers, oceans and eventually ending up in the stomachs of unfortunate ocean life.

While synthetic fibres can be recycled, it's easier said than done. The lack of widespread, efficient recycling systems for these materials means most synthetic garments don't get a second life. They're a one-and-done deal - not great news for our already strained resources.

We know synthetic fibres aren't the most sustainable choice. But their strength and longevity make them a necessary evil to create high-quality, hard-wearing garments. The good news is we're working hard to find a lower impact material that can perform like virgin synthetics, and we are looking into new plant based materials, and recycled options that pack the same punch as their synthetic counterparts, reducing our use of non-renewable resources. Just how we like it. For more information on our fabric goals and actions for the next two years, check out our Sustainability Strategy.

What is Trevira?

Blending merino wool with Trevira, a functional polyester fibre, enhances the performance of merino. Our Merino fusion fabric is soft against the skin, machine washable and exceptionally durable. Merino controls temperature naturally, and Trevira enhances resistance to pilling and provides excellent colour fastness while ensuring the product dries quickly.

Where is Swanndri manufactured?

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.

Why don't you manufacture in New Zealand anymore?

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.

Online Orders

How do I know if my online order has gone through?

You will receive an order confirmation email from us, and when the order has left our warehouse, you will receive another email which includes your tracking number. Please check our spam or junk folder if you have not received an email from us.

Can I change or cancel an existing order?

Once an order has been placed, we cannot change or cancel it, however you can return an unwanted item to us for an exchange or refund. Simply package the item in unused original condition with all tags attached and post it back to us: Swanndri, 15 Mary Muller Drive, Hillsborough, Christchurch 8022.

Why do I have to pay to return something?

We offer free shipping when you order with us in NZ if your order total is more than $100, and there is a significant cost involved with offering this service. New Zealand orders under $100 attract a delivery fee of $7.99. If you decide an item is not suitable, all we ask is that you post the item back to us at your cost to obtain a refund. Once we have received the goods back at our warehouse, we can process your refund.

Buying as a gift?

We offer refunds and/or exchanges for 30 days after the date of purchase, so if the gift is the wrong size or just not right, it can be returned within that 30-day window.
All garments will be inspected by hand at our Christchurch warehouse to make sure they still have their tags on, have not been worn or damaged and are still in original packaging.
Send the item back to us with a copy of our Returns Card filled out, our team will assess once the item is back with us it is recommended you pay for tracking of the return parcel.
Please note, we cannot exchange between styles, so if the return is accepted, we'll refund back to your original form of payment and you are welcome to purchase the different style through the website.

I entered the wrong delivery address. How can it be fixed?

Please give us a call 0800 652 558 as soon as possible. The sooner you give us your correct address the better chance that us and the courier service can update it. Unfortunately, we cannot guarantee that we can.

Instead of creating an account for Swanndri, can I check out as a "guest"?

Yes, you can, although creating an account unlocks several handy features, like 'save to my Wishlist', and we will also remember your delivery details for next time you purchase.

I have a promo code. How can I use it?

Simply add your items to the shopping cart and begin the check out process, you will see a box where you will be prompted to enter your promo or discount code - simply enter the code and hit enter and you will see the code apply to your purchase. If you have an e-gift voucher the process is different and you should use the e-gift voucher code number as a payment method in the payment screen.

Why didn't my promo code or discount apply to my order?

There could be a few reasons, our advice is to carefully check characters like 0 or O have been entered correctly, otherwise just give us a call on 0800 652 558 and we'll talk you through it.

Can I order something from a sale which has finished?

Sorry no, sales and special pricing events are usually for a limited time only and the system will revert to normal pricing once the event is over.

Can I order a "sold out" product?

Unfortunately we do not offer a back-order service. Sometimes we run products just for that particular season and they never come back! Our advice is get it while you can!

Do I have to pay customs or taxes on my international orders?

Yes, you do. All international parcels are sent Duty Unpaid. If any taxes, duties or VAT are to be paid for the import of the parcel, it is the responsibility of the customer to pay the charges. Duty, taxes and VAT differ between countries, for further information please contact your local customs office.

Payment

What payment methods do you offer?

We accept Visa, MasterCard, Paypal, and Afterpay.

Are my credit card details secure when I pay for my online order?

Yes, all your details are securely processed via the Windcave payment system. Windcave Online Payment is certified with all major acquirers and card schemes. They provide PCI-compliant payment solutions, ensuring that your payments on our website are safe, seamless and secure.

How can I make a payment with an e-Gift Voucher?

Your e-gift voucher will have a unique code number, simply enter this code once you have proceeded to payment and the system will deduct the amount of your voucher from the total.

Does Swanndri offer "Pay Later" options?

We currently offer Afterpay as a "Pay Later" option. Please refer to our Afterpay page if you want to know more.

What is Afterpay and how does it work?

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.

Shipping & Delivery

What are the delivery costs?
FROM TO ORDER VALUE DELIVERY COSTS
New Zealand New Zealand under NZ$ 100 NZ$ 7.99
over NZ$ 100 FREE
New Zealand Australia n/a NZ$ 10
New Zealand Rest of World* under NZ$ 150 NZ$ 35
over NZ$ 150 NZ$ 25


* All duties and taxes must be paid before the parcel will be delivered to its final destination

 

How long will it take for my order to arrive?

Online orders are processed Monday to Friday and we aim to have your orders dispatched within 2 - 3 working days. When your goods are dispatched from our warehouse you will receive an email notifying you that your purchase is on its way. This email will also contain a tracking number. Once dispatched, the following delivery times apply:

FROM TO ORDER VALUE
New Zealand New Zealand* 3 - 6 working days
New Zealand Australia* 5 - 10 working days
New Zealand Rest of World* 10 - 18 working days


* Deliveries to Rural Addresses and PO Boxes can take an extra 3 - 5 working days.

How can I track my order?

When your order leaves our warehouse in Christchurch you will receive an email with your tracking details.

I didn't receive my entire order. What do I do?

We are sorry to hear that! Please call us on 0800 652 558 or email us at info@swanndri.co.nz and we will help you.

What if my billing address is different to delivery address?

Your shipping address can be different to your delivery address. When you order, please make sure that you enter the correct addresses during checkout. The billing address is usually the address the credit card is associated with. And the delivery address is where you want the order to be shipped to.

Can I pick up my order in store?

We don't currently offer Click & Collect. All orders are shipped from our Christchurch warehouse, so you will be quicker to have the item delivered to your door in most cases.

Does Swanndri delivery to PO Boxes?

Yes, we can deliver to PO boxes in NZ and overseas.

Returns

What is Swanndri's return policy?

If you have purchased an item from swanndri.co.nz, you can post the item back to us for a refund or exchange within 30 days of the order date, as long as it is unworn, with all original packaging and tags attached. We don't accept returns or exchanges on underwear. We cannot accept returns or exchanges on dog coats that have any traces of fur attached. We can only offer an exchange of size or colour of the same item, if you wish to exchange one item for another, these will be separate transactions, i.e. we will process a refund and then you can place another order for the desired item.

How do I make a return or exchange for my online order?

Your order will contain a returns card, or download the form here. Complete the form with as much information as you can and post the card and the item back to us (we recommend tracked courier). We can only accept returns by post to our warehouse at 15 Mary Muller Drive, Hillsborough, Christchurch, 8022, we do not accept online returns to our stores or offices. For further information please see our Returns Policy. If you have purchased your item from swanndri.com.au, please refer to the instructions on our Australian website.

Will my refund include courier charges?

Unless your item is faulty you are responsible for return courier charges. Simply pop into a courier bag and return to us with your returns card to 15 Mary Muller Drive, Hillsborough, Christchurch 8022.

Can I return my online order in store?

This is unfortunately not possible. Items purchased online must be posted back to our warehouse at 15 Mary Muller Drive, Hillsborough, Christchurch 8022.

How long will it take for my return to be processed?

Once your return has arrived with us, it will take between 10-14 working days for us to inspect and process your item. You will receive an email from us when your item has been processed.

Please be patient during busy times when the process may take longer.

What do I do if a faulty item has arrived in my order?

We are sorry to hear that you have received a faulty item in your order. The best way to receive a refund or exchange is to email us on returns@swanndri.co.nz and we can arrange to have this collected from you. We may ask for photos of the faulty garment as well as proof of purchase.

What is your guarantee policy?

When you buy from Swanndri your purchases are of course covered by the consumer guarantees act. If you receive an item from us which is deemed faulty, we will either, repair, replace or refund the item. You must return the item to us for assessment.

Account Details

How can I change my username and/or password?

You can change your password or email address in your account. Log in to your account, then click on the link "Change Password" in your Dashboard. Simply follow the steps on screen to make your changes.

I cannot remember my password. How can I request a new one?

If you have forgotten the password for your Swanndri account, you can easily set a new one. Please open the forgot password page and type in the email address you are using for your Swanndri account, then click on the "Reset My Password" button. You will receive an email from us with instructions on how to reset your password.

How can I change my address, email, phone number etc?

If you want to make any changes to your account details, e.g. shipping address, phone number etc, just log into your Swanndri account and make the required changes.

How can I deactivate my Swanndri account?

We are sorry to hear that you would no longer like to use your Swanndri account. Please call us on 0800 652 558 or email us at info@swanndri.co.nz and we will help you with your request.

How can I unsubscribe or re-subscribe to Swanndri newsletters?

If you would no longer like to receive any newsletters or emails from us, you can use the unsubscribe link at the bottom of the email. Or just log into your Swanndri account and change the general settings for your newsletter subscription.

Garment Care

How can I care for my Oilskin garment?

We get asked this a lot and therefore we have put together a comprehensive Oilskin Care Instructions Guide for you with usefull tips on how to clean and protect your oilskin garment.

How should I take care of my Swanndri clothing?

Your Swanndri garments will give you years of loyal service if you look after them properly. Each fabric type requires a slightly different approach, so please have a read at our Clothing Care Guide for some top tips.

How do I wash and look after my Swanndri wool products?

We recommend using a wool detergent when you need to wash your wool garment as this is kinder to fibres and does not leave a gritty residue. Hand wash in cold water ensuring you rinse well with clear water and gently squeeze out excess water and allow the garment to dry flat in the shade. Fabric softeners are not to be used for wool. For more information please read our Clothing Care Guide.

How can I repair my Swanndri products?

While your Swanndri products are made to withstand the wildest weather and toughest situations, rips happen. For more information please read our Clothing Repair Guide.