+++++ UPDATE +++++
Please note that there is huge pressure on the postal system at the moment, and especially Aus Post, because in short – there are more orders and less people to deliver them, due to social distancing requirements, as well as less flights domestically and internationally. Aus Post are doing as much as they can as well; we’re all in this together. For more information, click here.
You’ll notice that your parcel will likely take longer than usual to get to you, so factor this in when you place your order, as you may want to stock up and get everything you need in one go.
The delays mean that your tracking may not update with the regularity that you would normally have seen pre COVID-19. So it might look from your tracking that your parcel isn’t moving – but it actually is.
With Express Post, these parcels are also affected in that Aus Post can’t 100% guarantee next day delivery, however they will still be prioritised.
To ensure we are available to our customers, our SWIISH Customer Care team is online as per normal to answer any questions, concerns or requests you may have. Our Customer Care team can be reached at firstname.lastname@example.org
All stocked items will be dispatched within 24-48 hours from the date the order was placed. Some specialty or pre-order items may take longer to ship; customers will be notified if so.
- Please note that all orders are sent on weekdays only.
- All Fast Shipping orders placed prior to 2pm (AEST) weekdays, will be dispatched same day.
SHIPPING TIMES AND TRACKING
All items will be delivered via Australia Post. If customers would like more information on the location of their items during shipping, it is their responsibility to follow up with Australia Post. Once your order is dispatched, you will receive an email with tracking information.
Standard shipping – Domestic Australia wide shipping delivery time estimate up to 3-7 business days
Fast shipping – Domestic Australia wide shipping delivery time estimate up to 1-3 business days. *Estimated delivery times are subject to Australia Post. Free shipping on orders over $100 only applies to standard shipping.
Delivery time estimate up to 14 business days. *Estimated delivery times are subject to Australia Post.
Please be aware that there can be delays in customs, which is unfortunately out of our control and these are not calculated in our delivery time estimate.
Some orders may incur a customs or import duty charge. SWIISH does not have any control over these charges and are unable to advise what they will be, as it is based on your own country's regulations & compliances. For further information, please contact your local customs office. All charges are to be paid by the customer on delivery of order. Orders cannot be returned and SWIISH will not pay these customs charges on your behalf. If you refuse to pay these charges your parcel may be abandoned, and SWIISH will not be held responsible for any loss of funds as a result of this occurrence. We cannot mark international orders as a gift in order to bypass or reduce any customs fees.
It is your responsibility to provide the correct shipping/delivery address for your order. If the wrong delivery address is provided, we will not refund your purchase or replace the goods.
ORDER DOES NOT ARRIVE
Australia Post online tools can be used to track your parcel. We encourage customers to track parcels. SWIISH is not responsible for fault of delivery by Australia Post. Please let us know, however we are not able to refund in these circumstances.
Here at SWIISH we want you to be happy and to love your purchase.
We ask you that you choose carefully and read our policy below:
- Ensure items are returned with their original tags attached and in original packaging.
- The item(s) must not be worn, altered or washed and must be in original condition ie. no stains, markings, pulls or snags and must have all original tags attached, and be in original packaging. Any item that has been worn, washed, damaged or altered will not be returnable.
- Please note that we cannot refund the cost of shipping.
- Please note that all sale items are non-refundable.
- Fashion items on sale are eligible for a store credit note, if returned within the allocated time frame and if they have not been worn, altered or washed and must be in their original condition.
- We do not offer returns or exchanges on accessories, clean beauty, clean living or wellness/health products. Goods may only be refunded where they are faulty.
While we do our best to ensure everything we send to our valued customers is in perfect condition, in the event that you receive an item from us which you believe is faulty, due to damage during shipping or manufacturing defects, please email us as soon as possible.
Please note that items that have been damaged as a result of wear and tear are not considered to be faulty.
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.
WHERE WILL MY FUNDS BE DEPOSITED?
Your refund will be issued to your original payment method or if you selected store credit we will send this to you via email.
HOW DO I KNOW IF YOU HAVE RECEIVED MY RETURN?
We strongly suggest you return your parcel with Australia Post and hold onto the tracking number. Please keep a copy of this record so that you will be notified when your item is received by us at SWIISH HQ. You will be able to track this on the Australia Post website. Once we receive the item we will send you notification of the refund completion. Please note we won't be able to issue a refund for items that are lost in transit.
MY ORDER WAS PROCESSED WITH AFTERPAY. HOW LONG WILL MY REFUND TAKE TO HIT MY ACCOUNT?
Simply lodge your return through our standard refund process and once we receive the parcel at SWIISH HQ we will notify Afterpay to release the payments you made, back into your nominated account.
Please note: We will only be able to process your Afterpay refund once your return reaches us. You may still need to make payments while your return is coming back to us or waiting to be processed. The total cost of the item will be refunded through our system regardless of the payment status with Afterpay.
CAN I EXCHANGE MY ITEM?
Our system does not allow for processing exchanges at this time. The best thing to do is follow the refund process and ask for a store credit so that you can re-purchase your new item/s!
I DIDN'T PRINT OUT MY RETURNS AUTHORISATION (RA) FORM, IS THIS A PROBLEM?
If you are unable to print out the form, we suggest you write on the front of your returns parcel your RA number and place a handwritten note in the parcel with the following: Name, RA Number, Items being returned. If we receive your return without this information, it will take us longer to process it. If you send items back without notification or an RA Form, we will require additional time to contact you first in order to start processing your return.
CAN I RETURN SALE ITEMS?
Yes, however items purchased on sale are only valid for a store credit – there is no refund on sale items. You will not be able to make a return (for a refund) on products purchased on sale. In the event that you receive an item from us which you believe is faulty, due to damage during shipping or a manufacturing defect, please email us as soon as possible.
HOW TO CREATE A RETURN:
3. Return your parcel to us within 7 days after receiving your Return Authorisation Number.