Questions?

Please read the FAQ's below. If you can't find the answer you are looking for, you can get in touch by emailing hello@swiggle.com.au or using the Contact form at the bottom of the page.

Shipping and Delivery

What is a presale?
Sometimes when our products start selling like hotcakes, unfortunately we can completely sell out before our next round of stock arrives.

If this happens, we may put those products up for presale before they’ve been received. We know what date our stock is expected to arrive, so this is the date we have included on the listing.

All orders will then be shipped out to our customers on that specified date. This allows our customers to reserve their favourite product and don't miss out.

How does shipping and delivery work?
We know you're excited to receive your goodies so we'll make sure we dispatch your order on the same or next day.

All orders are sent when all items are ready in full - this means that if you have a presale item in your order, all items will wait until that latest item is available and then will be sent out at the same time. This will also be included in the description of the presale listing.

We will then send your order via one of our delivery partners to ensure you are receiving the best service at the best rates possible. Our delivery partners include Australia Post, Sendle and other popular carriers used throughout Australia. Your order should then be delivered within 2-8 business days**.

As soon as your order is ready for dispatch, you will receive a shipping confirmation email from us complete with a tracking number and then you can expect scanning updates from our carriers throughout your package's journey to your doorstep.

In most cases, we require a signature on delivery, however due to current COVID-19 limitations this is at the discretion of our carrier's delivery drivers and they may leave your package in a safe place.

*Please note: Packages are sent with ‘Authority To Leave’, however it is always better to have deliveries sent to an address where there is someone to receive the package during the day. If it is not suitable to have your delivery left in a safe place and an alternative address is not available, please contact us before placing your order.

**Please note: all shipping timeframes are from the advertised date of dispatch. Should your order include a pre-order product (advised next to the product name), your order will be dispatched when the pre-order products are in stock. 

How is shipping calculated?
Due to the nature of our products, volume often dictates the cost, not weight and it is generally more economical (per item) to purchase larger quantities.

We will continue to work with our partners to ensure you are receiving the fastest, most efficient service at the most economical rates.

At this stage, we are not offering express shipping but please contact us if you'd like this option and we will work through the costs with you. 

When will my order arrive? 
Once your order is picked and packed, delivery is expected to take 2-8 business days from the day we dispatch your order. Deliveries to metro areas can take between 2-4 days and deliveries to regional areas between 3-8 business days.

*Please note: Although our delivery partners quote us these expected delivery times, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date. 

How do I track my order?
After your order has been packed, we will send you a shipping confirmation email which will include a tracking link. This will take you directly to our delivery partner's site so you can follow the live tracking updates!

Haven’t received your shipping confirmation email yet? Your order may include a pre-order product, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until products are in stock.

What is Authority To Leave?
Although we try our very best, sometimes mistakes happen. Should your package have a delivery issue (such as being lost or missing from delivery), we can lodge an enquiry to follow up on your package and find out what’s happened. If you have given 'Authority to Leave' and your package has been Delivered, we are unable to guarantee a replacement for your stolen item if it has not been received.

Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although our delivery partners quote us 2-8 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date. 

If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with our delivery partner.

*Please note: For any queries or issues related to your order, we recommend you first reach out to us directly. While we understand delays are frustrating, our delivery partners are more likely to provide us information on your delivery, as the Sender. We will contact them on your behalf to try and resolve any issues ASAP.

Can I change my shipping address?
We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.

If your order has been shipped, we will work with our delivery partners to see if a Redirect is possible. Additional costs may be incurred but we will communicate this to you before confirming the redirect.

*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

Do you ship internationally?
Unfortunately we are only shipping to Australian addresses at this stage. Please contact us if you require international shipping and we will do our best to help you.

Is pick up available?
If you're in Adelaide, you're in luck. We now offer pick up! We generally require 4 hours to prepare your order and will communicate with you throughout the process. 

Note: To ensure your order is ready for collection, pick up is by appointment only and you will be notified when you can come in.

 

Product Questions

How is my order packed?
We take the utmost care when packing your order to ensure it is delivered safely, in the most economical manner. This includes using pre-used boxes and filling up empty space with cardboard or butchers paper to ensure your products are received damage free.

Care Instructions
Once your item has been sublimated, avoid leaving in extreme heat for extended periods. Wash/soak with warm soapy water before use. A slight, metallic taste may be present if not washed sufficiently.

Hand wash only with non-scratch sponge/scourer. Be mindful not to displace the small plastic cap underneath the kid's drink bottle lids, which will cause it to leak if removed.

Will you restock an item?
Missed out on your favourite blank? Don't worry, we continuously restock all our products and will in most cases, offer a presale so you don't miss out. All you need to do is subscribe to our newsletter to get word of the presale.

Do you take suggestions?
We are always open to suggestions! Feel free to suggest what's on your wishlist and we'll do some digging and get back to you. Unfortunately we can’t guarantee we'll buy everything that is suggested though.

Do you offer wholesale or bulk purchase discounts?
As our pricing, is already super competitive, we generally aren't able to offer discounts but if you are looking to make a bulk purchase please email us at hello@swiggle.com.au with more information. Minimum order quantities apply

*Please note: This is subject to stock availability.

I can’t add a product to my cart?
If you can’t add an item to cart, it may unfortunately be a sold out item. Test out if everything is working OK by adding another product. If it worked, please contact us so we can investigate.

 

Returns & Exchanges

Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer returns for 30 days from date of delivery/receiving of order.

However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:

1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.

2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.

3. Item(s) must be in the original packaging, which must be in original condition.

You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.

*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

How long do I have to return my order?
We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.

Can I return my order for a refund?
You can certainly return your products to us for a full refund, provided it is returned within 30 days.

Can I exchange my order for a different product?
Once your return request has been approved, where it is an option, we recommend placing your new order as a separate transaction to avoid unnecessary delays in transit with your return. 

Do I have to pay for returns?
Yes for change of mind or purchased in error, you will be required to pay the cost for the return. We will provide the return address once the return request has been approved.

How long does it take for my return/exchange to be processed?
Once your return has been received and inspected, we will process your return/exchange within 2 business days. We encourage you to send through a photo of your receipt from the post office as proof your return has been lodged, to assist with us tracking your return.

How long does it take for my refund to be processed?
Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. PayPal) directly.

Please note: we can only refund via the same method payment was made with your order.

Payment

How secure is your payment?
Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards and debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer PayPal, GooglePay and ApplePay too!

How do I use a discount code?
Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable.

I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our hello@swiggle.com.au and we will be happy to help correct this for you.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable.

Contact Us

I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.

I need to cancel or change my order!
These things happen! Please email us immediately and we will do our absolute best to carry out your request. If it has already been dispatched, you will need to go through our returns process.

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

How do I contact you?
Email is our preferred method of communication as it allows us to keep a paper trail for your issue so we can help you as best we can. Our email contact is hello@swiggle.com.au and we will reply to all emails within 24 hours, 7 days a week!

How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love seeing your amazing creations and the best way to share those creations is by leaving us a photo review, via the product page for that particular product.

Should you have any feedback for us, please feel free to email us at hello@swiggle.com.au 

Where are you located?
We are located in Adelaide, South Australia.

Emailing list
Want to know when we release new products (there's alot more to come!) or when we have a bit of a spring clean (ie. sale), sign up to our mailing list by entering your email in the footer of our website. Can't find it? No worries, email us at hello@swiggle.com.au and we'll add you to the list.

Didn't get your answer? Email hello@swiggle.com.au and receive a response within 24 hours. Alternatively, send us your enquiry via the Contact form below.