Returns from Australia, Canada and New ZealandUpdated a month ago
Returns from Australia, Canada and New Zealand
At the moment, we do not offer a return shipping service for customers in Australia, Canada and New Zealand.
This means you will need to arrange and pay for the return shipment yourself using a courier of your choice.
How to return your order
The first step is to register your return through our Swap Returns portal.
The portal will guide you through the process step by step, and full instructions will also be sent to you by email once your return has been registered.
This step is important, as it lets our team know that a return is on its way back to us and ensures everything is logged correctly in our system before the parcel arrives.
Once your return has been registered, you will need to package the item securely and arrange the return shipment yourself using a courier of your choice.
Choosing a courier
As you will be arranging the return shipment yourself, you are free to use whichever courier service works best for you.
Please note that the return will be sent back to our UK warehouse, so the courier must support international shipping and customs clearance.
We strongly recommend using a tracked service. This is particularly important for international returns, as it provides proof of postage and allows you to monitor the parcel while it is in transit.
Because the return shipment is not booked through our account, we have no visibility once the parcel is on its way back to us. If there are any delays, losses or delivery issues, these would need to be raised directly with the courier you have chosen.
When your return arrives back with us
Once your parcel has been delivered back to our UK warehouse, our team will check the return in.
Our usual processing timeframe is within 48 working hours of delivery. During busier periods, this can take up to 3 working days.
Please note that these are working days only. Our warehouse is closed at weekends, so returns delivered on a Friday evening or over the weekend will not begin processing until the next working day.
Refund processing
Once your return has been checked in and has passed our quality control process, your refund will be processed automatically.
You will receive an email confirmation once this has been completed.
Refunds will usually show back in your account within 2 to 5 working days, depending on your bank or payment provider.
Important to note
You must register your return through the portal before sending the parcel back.
Customers in Australia, Canada and New Zealand need to arrange and pay for their own return shipping.
We recommend using a tracked service, as this offers protection while the parcel is in transit.
If a return is delayed or lost in transit, any claim or follow-up would need to be made directly with the courier used.