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 0800 652 558 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?

• All Swanndri gift cards - digital or physical - are valid for 3 years from the date of issue.

Where can I use my Swanndri gift card?

• You can use your gift card both online and in-store. Whether you're shopping from home or visiting one of our Swanndri stores, your balance is available everywhere.

How do I redeem an e-gift card online?

• When you get to checkout, simply enter your unique gift card number and pin code in the payment section. The value of your card will be deducted from your cart total automatically.

Can I use my e-gift card in-store?

• Yes - your e-gift card can be redeemed in any Swanndri store. Just show the barcode or number on your phone, or print it out.

Can I buy a physical gift card in-store?

• Absolutely. You can purchase a Swanndri physical gift card at any of our stores. It can also be redeemed online or in-store, just like an e-gift card.

Can I check my gift card balance?

• Yes - visit your account page on the Swanndri website. Or ask a team member in-store, and they'll check it for you.

Can I reload my gift card?

• Not at the moment - each card is single-load only. You can, however, buy a new card anytime online or in-store.

What if I lose my gift card?

• Treat your card like cash - if it's lost or stolen, we can't replace it unless you have proof of purchase and the original card number.

Do I earn loyalty points when I buy or use a gift card?

• You'll earn points when you use your gift card, but not when you buy one.

Can I use more than one gift card at checkout?

• Yes, you can redeem multiple gift cards in one transaction online or in-store - handy for combining balances.

Can I get a refund on my gift card?

• Gift cards are non-refundable and can't be exchanged for cash.

Please note: Swanndri Gift Cards are currently only available for purchase and use on orders shipped within New Zealand.

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 New Zealand where the order total is more than $100 NZD. Orders under $100 NZD will attract a $7.99 NZD shopping fee.

Orders placed on swanndri.co.nz with an Australian delivery address will attract a $10 NZD shipping fee.

All international orders attract a shipping fee. If your order total is less than $150 NZD, the shipping fee is $60 NZD. If your order total is greater than $150 NZD, the shipping fee is $50 NZD.

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

For more information, please visit our Delivery Information page.

We aim to dispatch your order within 1-3 days, from our South Island (NZ) distribution centre. Once despatched, you will receive an email with a tracking link. We use NZ Post for NZ deliveries and DHL for International deliveries. Delivery Timeframes are below. Please note that delivery to PO boxes and Rural addresses can take an additional 3-5 days.

New Zealand orders: 3 - 6 working days
Australia orders: 5 - 10 working days
Rest of World orders: 10 - 18 working days

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.co.nz and we will lodge an enquiry with the relevant courier service.

We aim to dispatch your order within 1-3 days, from our South Island (NZ) distribution centre. Once despatched, you will receive an email with a tracking link. We use NZ Post for NZ deliveries and DHL for International deliveries. Delivery Timeframes are below. Please note that delivery to PO boxes and Rural addresses can take an additional 3-5 days.

New Zealand orders: 3 - 6 working days
Australia orders: 5 - 10 working days
Rest of World orders: 10 - 18 working days

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.co.nz and we will lodge an enquiry with the relevant courier service.

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.

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

Contact info@swanndri.co.nz for more information.

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.