Frequently Asked Questions

How do I place an order online?

Simply select your products, add them to your cart and complete checkout. You will receive an order confirmation via email once your order has been placed.

Can I order online and collect from a store?

Yes. At the checkout, select “Store Pick up” and your preferred Swan store location from the drop-down box. Our team will notify you when your order is ready for collection.

Can I purchase products not listed online?

Yes. Our online range is only part of our full product offering. Contact your local Swan store or send an email to info@swanonline.com.au and our team can assist with sourcing additional products.

Do I need an account to order online?

No. You can purchase online as a guest or create an account to make future orders easier.

Where do you deliver?

Swan delivers plumbing supplies and bathroom products Australia-wide through our store network and freight partners.

How long does delivery take?

Delivery times vary depending on product availability, location and freight requirements. Tracking details are provided where available.

Can I arrange my own courier?

Yes. Customers can arrange their own courier collection from an approved Swan location. Contact our team and we will assist you.

Do you deliver baths, vanities and large items?

Yes. Large and bulky items can be delivered; however, freight options and costs vary depending on location and product size.

Can I get same-day delivery?

Same-day delivery availability depends on your location, product availability and store capacity. Contact your local Swan store for more information.

What is your returns policy?

Returns within 30 days of purchase, in original undamaged packaging with proof of purchase. A 20% restocking fee may apply to stocked items returned after 14 days. Return shipping is at the customer's expense. Full details on our return policy page.

Do products come with a warranty?

Yes. All products carry a manufacturer's warranty, and terms vary by brand and product type. Warranty terms are set by the manufacturer, who can supply further details on request.

What happens if my item arrives damaged?

Please check all items upon delivery and report any damage to us within 24 hours with photographic evidence. We will work with you to resolve the issue. For full terms, please refer to our conditions of sale.

Can I return an item after installation?

Installed items are generally not eligible for return unless there is a confirmed manufacturing fault, in which case the claim is handled directly through the manufacturer or wholesaler. Please contact us before installation if you have any concerns.

Can I get advice before purchasing?

Yes. Our experienced team can help with product selection, compatibility and project advice.

Are your products Australian Standards approved?

Yes. Everything we supply meets or exceeds Australian Standards. Contact our team if you need specific compliance information.

Do you stock spare parts?

Yes. Many brands offer replacement parts. Contact us with your product details and we will help identify available options.

Can I get help choosing products for my bathroom renovation?

Yes. Our team can assist with selecting tapware, showers, toilets, vanities, baths and accessories to suit your project.

Do you price match?

We aim to offer competitive pricing across our range. If you find a comparable product elsewhere, contact our team and we will review your enquiry.

Do you sell replacement toilet seats?

Yes. We supply replacement toilet seats across a range of brands and styles. Use our toilet seat measurement guide to find a compatible seat or contact us if you need further assistance finding a match.

Can I visit a Swan showroom?

Yes. Visit one of our stores to view products and speak with our experienced team.

Where is my nearest Swan store?

Use our store locator to find your nearest Swan location.

Can I speak with someone about my renovation or building project?

Yes. Our team regularly assists homeowners, builders and plumbers with new builds and renovations.

What payment methods do you accept?

We accept Visa, Mastercard, Amex and PayPal via secure online payment options at the checkout. We also accept direct bank deposit and BPAY; please contact us for assistance.

Is shopping online with Swan secure?

Yes. Our online checkout uses secure payment processing to protect your information.

Do you supply trade customers?

Yes. Swan has supported plumbers, builders and trade professionals for over 70 years, offering trusted brands, product knowledge and trade support.

How do I open a trade account?

Simply fill in the account application form, or contact your local Swan store and our team can assist with setting up a trade account.

Do you offer trade pricing if I don't have an account?

Yes. Approved trade customers have access to cash trade pricing. Contact us for more information.

Do you offer trade pricing to builders and new home projects?

Yes. Swan works with builders, plumbers and developers, providing competitive pricing, reliable supply and support for residential projects.

Can't find your answer?

Our friendly team is here to help with product advice, orders, delivery and project enquiries.

Call 1800 571 060 or email info@swanonline.com.au.