Frequently Asked Questions

Alert Level Restrictions

Online Orders
All online orders are delivered from our warehouse in Christchurch, New Zealand, and we are continuing to dispatch orders through all local alert level changes. Our warehouse team are following all necessary safety protocols. For more information on delivery timeframes nationally and internationally, please refer to our delivery details page.

There may be additional delays as our couriers operate under strict safety protocols.

For more information on the status of your order you can email info@swanndri.co.nz quoting your order number.

Retail Stores - Level 2 Zones
Our retail stores south of Auckland are open and operational at level 2. For opening hours and contact details please see below:

Our staff will be wearing face coverings and adhering to all level 2 guidelines. When visiting our stores at alert level 2, we ask our customers to follow these rules:

  • 1. Please ensure you are wearing a face covering before you enter the store and for the duration of your visit
  • 2. Please scan in using the QR code or record your visit using our paper contact tracing form
  • 3. Please keep a 2 metre distance between yourself and our staff or other customers
  • 4. We may need to limit customer numbers within the store at times – please be patient with our staff if they ask you to wait outside when the store is busy

If you have any questions about shopping with us at Level 2, feel free to give your local store a call before you visit – our team are here to help!

Retail Stores - Level 3 Zones
From Wednesday 22nd September in Level 3 zones it will be possible to collect items that have been pre-ordered and paid for (PHONE ORDERS ONLY NOT ONLINE) from our Westfield Newmarket Store (09 393 8377). This store will be open from 10am to 4pm to operate contactless collection ONLY.

  • 1. Please call ahead
  • 2. Please ensure face covering is worn
  • 3. Please scan in using the QR code
  • 4. Please do NOT enter the store
  • 5. No exchanges or refunds can be done until alert Level 2

You MUST call the store directly to order, pay and arrange a collection time.

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.

Where can I buy Swanndri?

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.
You can also purchase on our e-Commerce site, for free delivery NZ wide and for reasonable shipping rates worldwide. See our delivery information here for more details.

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.
You can also purchase on our e-commerce site, for free delivery NZ wide and for reasonable shipping rates worldwide. See our delivery information here for more details.

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.

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 return to Swanndri, 11 Mary Muller Drive, Heathcote, Christchurch 8022.

Why do I have to pay to return something?

We offer free shipping when you order with us in NZ, there is a significant cost involved with offering this service. If you decide an item is not suitable, all we ask is that you return the item at your cost to obtain a refund, once we have received the goods back at our warehouse, we can process your refund.

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 sue 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?

We do not offer a back-order service, but you can enter your email address in the product page where it says ‘notify me when back in stock’ to receive an email notification when the item is delivered again. 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 n/a FREE
New Zealand Australia under NZ$ 100 NZ$ 10
over NZ$ 100 FREE
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?
FROM TO ORDER VALUE
New Zealand New Zealand* 4 - 8 working days
New Zealand Australia 10 - 18 working days
New Zealand Rest of World* 10 - 18 working days


* Rural delivery can take an extra 2 business 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 a PO Box or overseas?

Yes, we can deliver to PO boxes in NZ and AU. And we also delivery to addresses overseas.

Returns & Warranty

What is Swanndri's return policy?

If you purchase an item online, you can return it to us for a refund or an exchange within 60 days of your order, as long as it is unworn, in its original packaging and with all tags attached. Faulty goods are of course covered by the consumer guarantees act and we’ll see you right. For more information, please see our Returns Policy.

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

Your order will contain a returns card (or download the form here) – simply complete this card with as much detail and return it to us with the item you’re returning. All returns and exchanges must come back to our Christchurch warehouse by post to Swanndri at 11 Mary Muller Drive, Woolston, Christchurch 8022. You are responsible for return postage charges. For more information, please see our Returns Policy.

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 11 Mary Muller Drive, Woolston, Christchurch 8022.

Can I return my online order in store?

This is unfortunately not possible. Items purchased online must be returned to our warehouse at 11 Mary Muller Drive, Woolston, Christchurch 8022.

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

Once we have received your return in the warehouse our returns team will inspect and process it. The approximate timeframe is between 3-5 working days for your return or exchange to be handled.
Please understand that it may take a bit longer to process your return during busy times.

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 info@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 Swanndri's warranty 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.

How do I make a warranty claim?

We don’t offer extended warranties. Helpful consumer info below: www.consumerprotection.govt.nz.

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.