Delivery
Where is my order?
Track your order here.
How do I cancel my order?
Get in touch by emailing customerservice@swan-brand.co.uk
Which carrier do you use?
We use Evri, Yodel, DPD, UPS and Expert Logistics for our UK deliveries. Carrier varies dependent on your order and cannot be chosen at the point of sale.
Do you charge for delivery?
For all orders over £50, you will benefit from free standard. However, If you want your order for the next working day, you will still need to pay £4.99.
For Next day delivery: Orders placed before 2pm Monday to Thursday will be delivered the next day*. Orders placed before 2pm on a Friday will be delivered on a Monday. Orders placed after 2pm on Friday and across the weekend will be delivered on Tuesday. Orders placed before 2pm on UK Bank Holidays will be delivered two days later. We will confirm the expected delivery date via email after you place your order.
Deliveries will take place between 8am and 10pm and in some cases a signature may be required. If nobody is available when your parcel is delivered and there isn’t a safe place to leave the parcel, the delivery driver will leave a calling card with instructions on how to rearrange delivery. You can enter delivery instructions when you’re placing your order e.g. “leave with neighbour”. However, Swan are not liable for any parcels that are lost or stolen if specific delivery instructions are left for the carrier.
Estimated delivery times all exclude weekends and Bank Holidays. When your order is dispatched from our Distribution Centre, we’ll send you an email with your tracking number and a link to our carrier’s website to tell you the current status of your delivery.
We are not currently able to ship to addresses outside UK borders, but keep checking with us as it’s something we want to be able to support our customers with in the future.
*We can not guarantee next day delivery and will update you on any potential delays.
Can I change my delivery time?
When your local courier has received your parcel you may receive an estimated delivery window on your tracking. As the couriers follow assigned routes we are unfortunately unable to offer specified delivery times. However, you may be able to change your delivery preferences directly with the courier.
I missed my delivery, what happens next?
Log into your account & update your shipping details within the carrier’s URL.
*Please note once the item has left our warehouse we cannot update your delivery details outside, this must be done via the carries delivery URL.
Do you ship orders outside of the UK?
Mainland UK only
Returns & Refunds
How do I return my order?
If you purchased your item(s) from www.swan-brand.co.uk and its less than 30days old and its unwanted, faulty, damaged, or, it’s not what you ordered you can raise a return request by contacting the Customer Services Team by email on customerservice@swan-brand.co.uk – don’t forget to add your name and your order number to speed up the process for you. There will be a charge for returns.
Orders over 30 days old please contact Customer Service.
Orders placed via an alternative retailer, please contact the place of purchase.
Have you received my return?
We always aim to process returns within 14 days of receipt at our warehouse. Once your product has been received and processed onto the system you should receive an email notification regarding your refund, or, exchange.
In the unlikely event that you have not received notification within 14 days please contact our Customer Service Team and we will be happy to look into this further for you.
How do I receive my refund?
Refunds will be made back to the original payment method. Please allow 5-10 working days from receiving your refund confirmation email for the funds to show back in your account. Refund times are dictated by the payment provider and are outside of our control.
Order Issues
Faulty Item
Please check the user manual for troubleshooting and maintenance tips and tricks. If you’re still experiencing issues with your appliance contact Customer Service.
Missing Item
Please contact Customer Service team via email with your order number.
Wrong Item Received
Please contact Customer Service team via email with your order number.
Product Care & Stock
When will an item be back in stock?
Each product has a rough date on when the item will be back in stock, sign up to email notifications on the product page to be notified when the product comes back into stock.
Why does the colour not match?
Due to the paint processed used; a colour variation with matching products is possible and therefore may not be a 100% match.
How do I remove limescale?
Can I recycle my old appliance?
Product Warranty
Register your warranty here.
Registrations must be completed within 30 days of purchase with a valid proof of purchase.
Please ensure to confirm the model number of the appliance (located on the rating label and begins with an ‘S’), attach proof of purchase, description of fault and include any images or short video clip that may help us to identify the problem
Are there any exclusions to the warranty?
Yes, there are some exclusions to the warranty:
- Accidental damage or incorrect usage will not be covered.
- If any repairs have been attempted by a third party, the warranty will be void.
- If non genuine parts/spare parts have been used with the appliance.
- We are also unable to honour your warranty where your product has been purchased from an unauthorised distributor; in this instance your consumers right would lie with the point of sale.
What is the warranty on my product?
The length of the warranty is specified in the products user manual. Most Swan products carry a 2 year warranty excluding larger appliances and commercial products. Please be aware that the warranty starts from the date of purchase so please keep a copy of the original proof of purchase.
Can my item be repaired?
We offer repairs on Refrigeration, Dishwashers, Floorcare, Steam Generator Irons, Espresso machines and Teasmades. To arrange a repair please contact Customer Service.
Do you sell spare parts?
Spare parts can be purchased directly from the website www.shop.swan-brand.co.uk/collections/spares
Payment, Promos & Loyalty
Do you offer NHS discount?
We offer NHS discount through the Blue Light Card.
How do I use a promotion code?
To use a promotion code online, you will be able to enter the code at the ‘Your Basket’ page after adding products to your basket. When you are at the ‘Your Basket’ page, below the products you have selected, you will see a box for promotion codes. Input your code into this box and click ‘Apply’. You will then see any changes reflected in your basket should the products qualify for the promotion.
Promo codes Terms and Conditions
https://www.swan-brand.co.uk/promotion-terms-conditions
Can I use my promotional code with another offer?
Unless specified, promotional codes will not work in conjunction with other offers and codes. Please refer to our Terms of Sale and the respective terms and conditions for your promotion for further details.
How do I earn Rewards?
Visit our Rewards page.
Customer Care & Technical Support
How do I set up up an account?
Create an account here.
How do I become a stockist?
Email sales@swan-brand.co.uk with a business profile.
Collaborations
You can register your interest here: https://swanbrand.grin.live/
Do you offer price matching?
We do not offer price matching and we apologise for any disappointment this may cause.
Will I be charged VAT on my order?
An order placed on the Swan Brand website with delivery to a country where VAT is applicable will be required to pay VAT on the order. The VAT information will be detailed both at the checkout and on the order invoice.
How can I spread my payments?
We offer Klarna.
