Returns & Exchanges Policy

Every Swanndri garment reflects our total commitment to quality. If you are not completely satisfied with any product, we will gladly refund your order or help exchange your item for another size or colour of the same style. To accept a garment back for an exchange/refund it needs to be returned in the same condition it was delivered in with the tags attached. Underwear returns are not accepted. Please note we don't allow exchanges or returns on items purchased from our outlet section unless the item is deemed faulty by our CS team.

Returns and exchanges need to be processed within 30 business days of purchase.

Refunds and exchanges will be processed within 10-14 working days from receipt back into our warehouse.

If you wish to return your purchase or exchange an item, simply follow the steps below and we will take care of the rest.

1. You can fill out the Swanndri Return Card which is included in your parcel or download a copy here.
2. If, for some reason you do not have the return card, please include a brief note with the item referencing your name, order number and what course of action you require (exchange, refund, repair etc) then send to:

   Swanndri Returns
   15 Mary Muller Drive
   Hillsborough
   Christchurch 8022

3. If you would like to exchange an item, please let us know the colour and size of the item you would like us to exchange for you, using the card enclosed with your order.
4. Unfortunately we cannot take any responsibility for parcels that go missing and as such, we suggest tracking your returning parcel, so you can provide the details to your delivery company to find your lost parcel.

Please note that for health and safety reasons, returns must be sent to our Swanndri Returns address by post.
We are unable to accept in person returns at our head office address.

Faulty Goods

Should you receive a product that you believe to have a manufacturing defect, please contact us to arrange free return delivery of the item in question.

• By Phone 0800 652 558
• Or you can email your return request to returns@swanndri.co.nz

We have a customer support team who monitor these emails throughout the day Monday to Friday.

Once the product is returned, we undertake an evaluation process confirming the manufacturing defect. If the defect is confirmed your product will be replaced or you will be fully refunded.

In the case of international orders, we will reimburse freight costs once the item has been evaluated and deemed defective. Normal wear and tear is not considered a manufacturing defect.

Returning A Dog Coat

Dog coats will not be processed if they are not cleaned. This means that you will need to remove any animal fur that attaches itself to the inside of the dog coat while trying it on.

Additional Information

• Garments sent back for return must be in the same condition as sent out, with tags attached. Underwear returns are not accepted.
• Please note we don't allow exchanges or returns on items purchased from our outlet section unless the item is deemed faulty by our CS team.
• Returns are accepted for 30 days from dispatch of parcel.
• Refunds are paid in the manner in which the payment was accepted (Credit Card via Payment Express, Afterpay or PayPal).
• Refunds and exchanges will be processed within 10-14 working days from receipt back into our warehouse.
• Exchanges can only be made for a different size or colour of the same style purchased.
• Postage to return the parcel to us is at your own cost, however if you have asked for an exchange of an item, we will send the replacement item to you free of charge.
• Garments purchased in our Swanndri Store, from a Swanndri Stockist, or from another website, must be returned to that same store or company.
• Different return/exchange policies may apply.