FAQs - Frequently Asked Questions

Once an order has been placed, our warehouse begins processing it as quickly as possible. Because of this, we're unable to guarantee amendments or cancellations. If you've entered incorrect details, please contact our Customer Care team as soon as possible and we'll do our best to help.

Please contact our Customer Care team immediately. If your order has not yet been dispatched, we may be able to update the delivery address. Unfortunately, we cannot guarantee changes once an order has entered the fulfilment process.

Add your chosen items to your basket and proceed to checkout. Enter your discount code in the relevant field before completing payment and any eligible discount will be applied automatically.

Yes. You can check out as a guest, although creating an account allows you to view your order history, save addresses and enjoy a faster checkout experience in future.

Order confirmation emails are sent automatically once your purchase has been completed. If you haven't received one, please check your junk or spam folder. If you still can't find it, contact our Customer Care team and we'll be happy to assist.

We accept major debit and credit cards, along with a selection of trusted payment options displayed at checkout.

Yes. All payment transactions are securely encrypted and processed through trusted payment providers that meet industry security standards.

Payment is taken when you place your order.

Yes. We deliver throughout mainland United Kingdom and to selected offshore locations. Delivery options and charges will be displayed at checkout.

Delivery times vary depending on your location and the service selected at checkout. Estimated delivery times will be shown when placing your order and in your dispatch confirmation email.

Once your order has been dispatched, you'll receive an email containing your tracking information, allowing you to follow your parcel's journey.

Please check your tracking information first. If your parcel appears delayed or hasn't arrived within the expected timeframe, please contact our Customer Care team and we'll investigate with the delivery partner.

Not currently. All Swanndri UK orders are
delivered directly to your chosen address.

Orders delivered within the United Kingdom will not incur additional customs charges.

For deliveries outside the UK, local duties, taxes and import charges may apply. These charges are determined by the destination country and are the responsibility of the customer.

You can return eligible items within 30 days of your order date. Exchanges are available for the same item in a different size or colour. If you'd like a different style, request a refund and place a new order.

Start a Return or Exchange

To begin a return or exchange, please visit our Returns Portal:

Start a Return or Exchange

Enter your order details and follow the instructions provided. Once your request has been submitted, you'll receive guidance on the next steps and email updates throughout the returns process.

You can return eligible items within 30 days of your order date.

Returned items must be:

• Unworn
• Unused
• In their original condition
• Returned with all original tags attached

Items returned outside the 30-day period may not be accepted unless they are being returned due to a fault or are covered under your statutory rights.

If you've changed your mind, you may return eligible items within 30 days of your order date, provided they are unworn, unused, in their original condition and returned with all original tags attached.

Items that do not meet these requirements may not qualify for a refund or exchange.

Yes. We offer exchanges for the same product in a different size or colour, subject to availability.

Examples:

• Size Medium → Size Large
• Navy → Olive
• UK 12 → UK 14

Exchanges can only be processed for the same style.

No. If you'd like a different product or style, please:

1. Submit a return request through the Returns Portal.
2. Return your original item for a refund.
3. Place a new order for your preferred item.

This ensures you receive your new item as quickly as possible and avoids delays caused by stock availability.

No. If you'd prefer a different style, jacket, shirt, knitwear item or accessory, please request a refund through the Returns Portal and place a new order for the item you'd like.

If the requested size or colour is unavailable at the time your exchange is processed, we'll contact you to discuss alternative options.

Return charges, if applicable, will be displayed when you create your return through the Returns Portal.

Once your return has been received and approved, we'll process your refund back to the original payment method.

Please allow additional processing time for your bank or payment provider to return the funds to your account.

Original delivery charges are generally non-refundable unless:

• The item is faulty
• The item arrives damaged
• We have supplied the incorrect item

Nothing in this policy affects your statutory rights under UK consumer law.

If your order arrives damaged, please contact our Customer Care team as soon as possible and include photographs of:

• The item
• The packaging
• Any visible damage

We'll review the issue and arrange a suitable resolution.

We're sorry if this has happened. Please contact our Customer Care team with your order number and photos of the item received. We'll work quickly to resolve the issue.

We stand behind the quality of our products. If you believe your item is faulty, please contact our Customer Care team with:

• Your order number
• A description of the issue
• Photographs where possible

Our team will assess the issue and determine the most appropriate resolution.

Items returned as part of a change-of-mind return must be unworn and unused.

If you believe an item has developed a manufacturing fault during normal use, please contact our Customer Care team for assessment.

You'll receive email updates throughout the returns process, including confirmation when your refund or exchange has been completed.

If your item has not yet been shipped back to us, contact our Customer Care team and we'll do our best to assist.

Every product page includes a detailed size guide to help you find your best fit. If you're between sizes or require additional assistance, please contact our Customer Care team.

Many of our garments are designed with practicality and versatility in mind and can comfortably accommodate layering. We recommend checking the product description and size guide for specific fit information.

Care instructions can be found on the garment label and, where applicable, on the product page. Following the recommended care instructions will help maximise the life of your garment.

Care requirements vary by product. Always
refer to the garment care label before washing.

Swanndri products are designed with over a century of outdoor heritage behind them. Manufacturing takes place with carefully selected production partners around the world who meet our quality standards.

Dogs come in all sorts of shapes and sizes, even within the same breed. For the most accurate fit, measure your dog and compare the measurements to the size chart above rather than choosing by breed alone.

If the coat isn't quite right, you can return or exchange it within 30 days of your order date, provided it is:

• Unworn
• In its original condition
• Free from pet hair
• Returned with all tags attached

Please make sure the coat is returned in a resaleable condition.

Start a Return or Exchange

Yes. We can exchange the same dog coat for a different size, subject to availability. Simply start an exchange through our Returns Portal.

Exchanges are for the same product only. If you would prefer a different dog coat style or colour, please request a refund through the Returns Portal and place a new order for your preferred item.

Our dog coats are designed to help keep dogs warm and comfortable in a wide range of weather conditions.

Classic Wool Dog Coat: Features a wool outer, cosy fleece lining and a waterproof membrane between layers to help resist rain penetration.

Hunter Oilskin Dog Coat: Made using waxed cotton oilskin, helping rain run off the surface of the garment, with a warm lining for comfort.

We use many of the same durable fabrics found in our outerwear collection. Depending on the style, this may include wool, waxed cotton oilskin, fleece linings and adjustable hook-and-loop fastenings. Product materials may vary by style, so always refer to the individual product description for full specifications.

Care instructions vary by style. Always check the product care label before cleaning.

For wool dog coats:

• Hand wash in lukewarm water using wool detergent.
• Gently squeeze out excess moisture.
• Dry flat in a cool, shaded area.
• Avoid direct heat or strong sunlight.

For oilskin dog coats:

• Do not machine wash.
• Brush off dried dirt where possible.
• Reproof the waxed cotton over time to help maintain water resistance and appearance.
• Keep hook-and-loop fastenings clear of dirt, fur and debris so they continue to fasten securely.

Our dog coats are designed for comfort and everyday outdoor use. As with any dog garment, check the fit regularly and remove the coat if it becomes damaged, soaked through or appears to cause discomfort.

Yes. Our fitting guide video shows how to measure your dog, choose the correct size, adjust the girth strap and fit the coat correctly.

Watch the fitting guide video

No. You can check out as a guest.

Once signed in, you can update your personal details, addresses and contact preferences through your account dashboard.

We take pride in the quality and durability of our products. If you believe your item is faulty, please contact our Customer Care team with a description of the issue and photographs where possible. We'll assess the claim and work with you to find a fair resolution.

Swanndri stands behind the quality of its products. Full details can be found on our Swanndri Guarantee page.

Please contact us with details of the issue. Each case is assessed individually, taking into account the nature of the product, age, usage and care.

Swanndri was founded in New Zealand in 1913 and has spent more than a century creating durable clothing and outdoor gear built for life outdoors.

Our products combine practical design, time-tested durability and premium materials inspired by over 100 years of outdoor heritage.

Our Customer Care team is available to assist with orders, products, returns and general enquiries. Visit our Contact Us page for contact details and opening hours.

No. Nothing in our policies affects your statutory rights under applicable UK consumer protection law.