Swanndri Returns & Exchanges FAQ

We accept returns within 30 days of purchase, providing the item is unworn, unwashed, and has its original tags attached.

However, we do not accept returns on underwear for hygiene reasons, and items purchased from our Outlet section are considered final sale and are not able to be returned or exchanged.

If an item is deemed faulty then your statutory rights apply and we will honour an exchange, replacement, refund or repair as applicable.

No we do not offer free returns unless the item is deemed faulty, in which case we will issue you a refund of postage.

Once your item arrives back at our warehouse, please allow 8-10 business days for inspection and refund/exchange processing.

Only full-priced items can be returned unless faulty. Sale or outlet items are final.

Yes - select the exchange option when submitting your return in the Swanndri returns portal, and we’ll send your replacement once the original item is received.

Exchanges are only available for size or colour. If you’d like a different style, please request a refund and place a new order.

You’ll be refunded automatically once we receive your return.

Refunds are issued to your original payment method. If you paid with a gift card, your refund will go back onto a Swanndri gift card.

No - we do not offer store credit.

Refunds reflect the price you paid after any discounts, not the original full price.

No - international customers will need to arrange and pay for their own tracked return shipping.

Please contact our customer care team with your tracking number. We can’t process refunds for untracked returns that go missing.

Use the Swanndri Returns portal and select “Item is faulty” or “Wrong item received.” Attach a clear photo and we’ll prioritise the replacement or refund.

Yes - we’ll send you a free return label if your product is faulty or incorrect.

Yes - as long as you have the order number, you can return a gift for a gift card.

Yes.

No, gift cards are final sale and cannot be refunded or exchanged.

Go to returns.swanndri.co.nz and follow the prompts to log in with your order number and email.

Check your order confirmation email, or contact customer service at info@swanndri.co.nz for help.

You’ll receive a confirmation email and details of where to send your parcel. Once we receive your item, you’ll be notified when your refund or exchange is processed.