Our dedicated customer care team is available Monday to Friday 9am - 5pm (AEST) at firstname.lastname@example.org
What are my shipping options?
STANDARD DOMESTIC SHIPPING - $9.95 (3-9 business days)
FAST DOMESTIC SHIPPING - $14.95 (1-3 business days)
INTERNATIONAL STANDARD SHIPPING - $20.00 Flat Rate (14 business days)
Free standard shipping is available for all domestic orders over $59.00 (for a limited time only) or unless we are running a promotion.
When will my order ship?
All standard shipping orders ship within 1-2 business days.
All fast shipping orders placed prior to 3pm, will be processed on the same day
Orders placed on a Friday after 4pm AEST will ship the following Monday.
How do I track my order?
Once your order has been fulfilled, you will be emailed an order confirmation, which will include the necessary tracking advice.
In the event, that you do not receive an order confirmation, please email email@example.com with your billing name and email address.
How do I make changes to my order?
Providing your order has not been fulfilled or dispatched, we are happy to make small minor changes. For example; an amendment to an address. To action these changes, please email firstname.lastname@example.org
What is your returns and exchange policy?
At this time, our system is not able to process exchanges. If you have a question regarding an exchange, please email email@example.com and we will endeavour to help as best we can! For our detailed return policy, click on the following link: https://shop.swiish.com/pages/returns
PLACING AN ORDER:
At times we offer the option to pre-order certain products and styles that are not yet available to ship. The estimated date will be indicated on the product description page. Pre-Order products are susceptible to unforeseen processing delays, so unfortunately, we cannot guarantee exact dates for these items.
From time to time we will run promotions via our social media channels or direct to customer. Exclusions of some products may apply.
In the unlikely event that you have received an item that is damaged or incorrect, please notify us immediately. We will work with you to arrange a return, replacement, refund or credit note. All damaged or incorrectly sent items must be reported within 7 days of receipt. Please email our customer service team at firstname.lastname@example.org and be sure to include your name, order number and email address. And please don't worry, we are here to help you and ensure your experience with us is a great one.
AFTERPAY is a payment provider allowing you to pay for your product over an allocated period of time. Through AFTERPAY, you can pay for your purchases with 4 equal payments due every 2 weeks. For questions regarding payment via AFTERPAY, visit https://help.afterpay.com/hc/en-au
How does the Subscription work?
When you purchase a Powder Subscription, you're consenting to receive a monthly shipment. Your subscription will automatically roll over each month on the day before your original order was placed. For example; if you signed up to the monthly subscription on the 2nd January, the next month's subscription will roll over on the 1st February.
Can I continue to do a single purchase?
Yes you can. You can do this by simply clicking on the "One Time" purchase option box.
Do I have to pay for shipping?
No charge – subscription shipping is on us!
Can I cancel my subscription?
Yes you can. Your subscription can be cancelled at anytime, by simply emailing email@example.com – there is a one-off cancellation fee of $20.00.
When will my card be charged?
Once your first order is placed and then automatically (once) every month when your subscription is due to roll over.
Can I skip, make changes or modify my upcoming monthly delivery?
Yes, you can! You can do all of the above to your upcoming monthly delivery at anytime. And even better news, you can manage all of this from your (own) SWIISH online account.
**Skipping your monthly delivery DOES NOT cancel your subscription
How can I skip, make changes or modify my monthly delivery?
Skipping your monthly delivery is super easy, by following these simple steps:
Log into your SWIISH Online Account > Click on the Manage Subscription Link > Click on Delivery Schedule > Click on the Skip Link
This will then skip the month or months you wish to skip. Please that you can only skip up to 6 months at one time.
Can I change my payment method?
Yes! You can change your payment method at any time, by logging into your SWIISH account. Once in your account, follow these steps:
Manage Subscriptions > Billing Information > Update Card
How long will it take for my order to arrive?
Once your order is placed, it will be dispatched within 24 hours from the SWIISH warehouse. We use Australia Post as our shipping partner and depending on where you are located within Australia, your order can take anywhere between 1-10 days to arrive. Best of all, subscription shipping is on us – plus all subscriptions are sent via Fast Shipping!
What is the upside of getting a subscription?
The best part, aside from the savings and the free fast shipping is that you are putting healthy on autopilot. You can take away ordering time and the hassle of remembering to stock up. We do all the hard work for you.
For our detailed Returns Policy and to lodge a return, click on the following link: https://shop.swiish.com/pages/returns
While we do our best to ensure everything we send to our valued customers is in immaculate condition, in the event that you receive an item from us which you believe is faulty, due to damage during transit or a manufacturing defect, please email us as soon as possible. Please note that items that have been damaged as a result of wear and tear and NOT considered faulty. We will always endeavour to repair or replace your item. If we are unable to do this, we will offer you a full refund.
What items are eligible for a refund?
We do not offer returns or exchanges on accessories, beauty, homewares or health products. Goods may only be refunded where they are faulty.
Do we refund the cost of shipping?
Please note that we cannot refund the cost of shipping, but we will (of course) send out the replacement item free of shipping and we will get it out to you as soon as possible.
How long will my refund take to be processed?
Once we receive your return, your refund or store credit will be processed within 5 business days. Your refund will be issued to your original payment method or if you selected store credit, we will send this to you via email.
Where will my funds be deposited?
Your refund will be issued to your original payment method or if you selected store credit then a store credit for the value of the goods will be emailed to you.
How do I know if you have received my return?
We strongly suggest you return your parcel with a tracking number. Please keep a copy of this tracking number so that once your parcel reaches SWIISH HQ, you will be able to see a delivered update when you track this online. Once your refund or store credit has been completed, we will email you to let you know.
NOTE: We won't be able to refund your order if it has been lost in transit or your cannot find your tracking number to locate your parcel.
My order was through AFTERPAY, how will my refund be processed?
Simply lodge your return through the normal process and once the item is returned to our warehouse we will notify AFTERPAY to release the payments you made back into your nominated account.
I didn't print out my returns authorisation form - Is this a problem?
We understand that you may not have a printer, in this case we suggest that you still write on the front of your returns parcel your RA Number and place a hand-written note inside with your name, order number, RA Number and the items which you are returning.
If you sent the parcel without any forms or written notes and you did request for a refund or store credit online, then please be advised that your return may take longer to process as our Returns Department will have to manually process this request.
If you didn't request a Returns Authorisation Number and sent your parcel back to SWIISH HQ, then we will require additional time to contact you and process your return as there was no request/email to indicate what action needed to be taken from our end.
Can I return sale items?
There is no refund on sale items. You will not be able to make a return if a product is on sale. In the event that you receive an item from us which you believe is faulty, due to damage during transit or a manufacturing defect. please email us at firstname.lastname@example.org as soon as possible. Fashion items on sale are eligible for a store credit note, if returned within the allocated time frame and have not been worn, altered or washed and must in their original condition.
FREELANCE ONLINE CUSTOMER CARE ASSISTANT
Australia’s leading wellness brand, SWIISH stands for strength. But it also stands for confidence, assuredness and self-worth, for action and empowerment.
SWIISH supplements are scientifically formulated and carefully created, using the highest-grade ingredients and tested again and again for efficacy. There are no shortcuts, no preservatives, no cheap fillers and no nasties. With key supplements formulated to improve skin glow, hair growth, gut health, sleep, metabolism and energy levels the range is designed to enable everyone to seize each day with a glowing, healthy confidence.
We are looking for an Online Customer Care Assistant to work approximately 10 hours a week (more during peak times) on a freelance basis. The role is responsible for ensuring a consistently high level of customer service across all platforms, using the brand tone of voice.
Assisting customers with all enquiries, including but not limited to queries across products, fulfillment and shipping, subscriptions, product recommendations, rewards points, offers and promotions. Responding to customer queries received via email, social media comments, DMs, and phone enquiries in a timely mannerEscalation of any issues regarding order fulfillment or delivery with the relevant parties eg Australia PostTracking any open issues, following up as needed to ensure resolution and closureWorking closely with with the fulfillment team to ensure all orders are shipped without issuePlace orders in Shopify as requested by the co-founders eg competition winners, gifting etc
The successful candidate will possess the following skills and experience:
The ability to confidently use Shopify (essential)Experience using a centralised customer platform such as Gorgias, Zendesk or similar (preferred)Strong written communication skillsThe ability to go the extra mile to ensure customer satisfactionFlexibility to respond to customer queries outside of standard business hours, particularly if the customer needs an answer quickly in order to complete a time-sensitive transaction
This is a rare opportunity to join our team on a freelance basis, and genuinely help make a difference to the lives of our customers and community through their wellness. In turn, you will be provided with a supportive team environment, competitive hourly rate and the flexibility to work from anywhere. As a freelancer, you would need to set up an ABN if you don’t already have one (it’s easy), and invoice us weekly for hours worked.
To apply, please send your application (resume/job history and cover letter) to Maha Corbett via email@example.com
Note: Only those candidates selected for an interview will be contacted.