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FAQ

Frequently Asked Questions

  • How much does shipping cost?
    All of our orders have a postage rate calculated by weight. Both Standard and Express shipping can be selected in the checkout process.
  • Do you ship worldwide?
    No, unfortunately, we do not ship worldwide. We currently only ship within Australia and New Zealand.
  • How long will my order take?
    Each order is dispatched within 1-2 business days. Estimated delivery times for each state within Australia: ​ Standard Parcel Post VIC: 2-4 Business Days ACT: 3-4 Business Days NSW: 2-5 Business Days QLD: 2-14 Business Days SA: 2-5 Business Days TAS: 2-6 Business Days WA: 4-10 Business Days NT: 4-14 Business Days Express Post VIC: 1-2 Business Days ACT: 1-2 Business Days NSW: 1-3 Business Days QLD: 1-4 Business Days SA: 1-4 Business Days TAS: 3-5 Business Days WA: 1-4 Business Days NT: 4-5 Business Days
  • Will my items be tracked?
    Yes! All orders will be sent through Australia Post and will include tracking.
  • Do you offer free shipping?
    Yes, free shipping is available for all orders over $150 within Australia.
  • Do you offer full refunds for damaged items?
    Depending on the state of the damage of your items, we will be able to rectify the situation. Small defects like scratches on boxes, and slight shelf wear are not reason enough for a refund. Please send us an email with the details at info@swancollectables.com.au and we will get back to you as soon as possible.
  • Do you offer change of mind refunds?
    No, unfortunately, we do not offer change of mind refunds.
  • What happens if my item is lost in transit?
    Please be aware that Australia Post will not allow an investigation to begin on missing items until a period of three weeks (15 business days) has passed after the parcel has been handed over to the carrier partner in the destination country. For further information please follow this link to Australia Post's FAQ on missing items. ( https://auspost.com.au/parcels-mail/missing-mail-items )
  • Will my items be tracked?
    Yes! All orders will be sent through Australia Post and will include tracking. To track your items, use this link: ( https://auspost.com.au/mypost/track/#/search )
  • Can you combine shipping costs if I place more than one order?
    We will do our best to accommodate if the first order has not been sent yet but if an item has already been sent, the second item's shipping will have to be paid for by the buyer separately.
  • How do I update my profile details?
    All of your information can be updated when you log into your account and click the profile icon on the top right of the page.
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