Shipping & Returns

Shipping

We aim to ship your order within 2 business days. Our Sydney warehouse is usually fully stocked, however there may be a delay especially during peak retail periods or during large publicity campaigns – in which case we will do our best to let you know in advance via email.

 

Express Checkout/Buy it Now Purchases The customer accepts full responsibility for any custom charges, duties & taxes on orders shipped outside of Australia.  

 

Standard Domestic Delivery - $9 (FREE for orders over $100)

Most of our orders are sent by Registered Australia Post e-parcel services, ensuring your order can be traced with a tracking number.

If no-one is at home when Australia Post delivers, you should receive a ‘calling card’ with details on how to collect your parcel from your local Post Office. If no-one is home during the day, consider having the order shipped to your work address. 

You can also leave special instructions to leave at the Checkout if you want your order to be left in a specific safe location, should you not be at home. Please note, however, by doing so you take full responsibility should the order go missing after it is delivered.

Orders over 10 kgs delivered in Australia require individually quoted rates – please contact us directly for more information.

 

Express Delivery - $18

We provide an Express Service by sending your parcel by Australia Post Guaranteed Next Day delivery. Please note your order will only arrive next day if you are in the Australia Post next day delivery network and is subject to Australia Post fulfilling their service guarantee.


International Shipping - $22

We accept orders from anywhere that we can post to. Once you have entered your postal address at the Checkout, our international shipping calculator will determine the postage cost. We will ship your order from Sydney within 3 business days.

The customer accepts full responsibility for any custom charges, duties & taxes on orders shipped outside of Australia. 

Orders over 4 kgs delivered Internationally require individually quoted rates – please contact us directly for more information.


Contact information

If you have made a mistake in your contact/order information, please notify us at info@theswag.com.au as soon as possible. We may be able to intercept the order and amend it before it is packed and dispatched. However, once it is picked up by a courier we have no control over this matter. We recommend you contact Australia Post as soon as possible to try to amend your details (For this, you will have to create an account or log into an existing account with Australia Post). If the parcel is returned to us, we will notify you. 

 

Late, missing or damaged orders

If your parcel hasn’t arrived within 10 days after shipping, please, notify our customer service so a representative can follow-up and investigate further. The longer you wait to notify us, the more difficult it is to claim a parcel that hasn’t been delivered.

If your package hasn’t been picked up on time at your local post office (usually 2 weeks) and is sent back to us, we will charge an additional fee of $24 that includes: The cost of a “Return to Sender” shipping, the new delivery fee as well as admin fee. If you choose to receive a refund, the cost of original shipping and admin fees ($15) will be deducted from your refund.

If your order is missing an item please email us at info@theswag.com.au with the details of the item missing, your order number, and photographs of the items that you received (including packaging) within 3 days of receiving your order. We will look into your case and let you know the next steps from there. We pack your goods with the utmost care but unfortunately, damages can happen. Replacement items may be dispatched according to our discretion following further investigation into your unique case.

If an item in your order was damaged upon arrival, please send us an email detailing the item damaged, your order number and photographs of the damaged item. Please include a close-up shot of the damage as well as a photograph showing the entire item (with space around it). Our Swag goodies are handmade with love, however, occasionally things do slip through our quality control procedures. According to FairtradeNSW, businesses don’t have to pay for damages or losses that are not caused by their conduct, or their products or relate to something independent of their business, after the goods left their control. We do not accept liability for any loss or damage arising from items lost, stolen or damaged once delivery has taken place.

 

Returns | unused items (within 30 days)

We are sure that you will LOVE your Swag goodies, therefore, we don’t think you’ll need our returns policy. However, if you change your mind (before using and washing your items) or make an error with your purchase, and you’ve ordered through us directly, you are welcome to return them to us within 30 days of receiving your goodies.

Please note: All items returned must be unused, unwashed and in a pristine, re-sellable condition. Once we have received your return and confirmed that it has been unusedand unwashed, we will refund the cost of your returned goods minus shipping fees.

The customer is responsible for the full cost of the return postage. We are happy to help you with your decision-making process, so please don’t hesitate to contact us before ordering.

Returning an item

  1. Simply email us with details of the product you wish to return along with your proof of purchase as your first step. We will then send you our address to return your item/s to. 
  2. Please then pack the products safely and carefully into a suitable package (you may re-use the original packaging goods were delivered in). Please note: The customer is responsible for the full cost of the return postage. We highly recommend registering your parcel (this adds tracking details) as we cannot be held responsible for items lost in transit.
  3. Once we receive your returned items and can verify that the item/s are unused and undamaged, we will send you an email confirming that we will refund the cost of your goods minus postage. Please allow 3 – 7 days for the refund to appear on your credit card to allow for bank processing.