Frequently asked questions

Yes, its free to sign up to Swappay.

Only clothing items that can be worn again qualify for a coin, this is because the items received by Swappay will be donated to various charities and non-profit organisations for future use.

The value of a coin is determined by each participating retailer on their website. This will be applied as a discount at checkout.

The only rule that Swappay sets is that only one coin can be used on each item purchased to obtain the discount.

Our website has a full list of stores that accept Swappay coins.

1. Visit a participating retailer.
2. Check what products are eligible for a Swappay coin discount. This would normally be indicated on the product details page with the discount amount offered.
3. Proceed to checkout as normal.
4. Sign into your Swappay account in the discount section of the checkout page.
5. Apply all or individual Swappay coins to your cart. The available coin(s) will be applied as a discount for each eligile item in your cart.
6. Place your order. The Swappay discount amount will be reflected on your order confirmation and in your Swappay account.

Sending items to us is free, you will receive a prepaid shipping label when you complete your Swap Request.

Unfortunately, no, we are only able to process one package at a time. Once we receive your package and process your coins you are then able to send us another package.

Once we receive your package, we will normally process it in a couple of days. Coins are credited to your account as soon as we have checked that the items you have sent to us are eligible.

Damaged, faulty, dirty clothing, undergarments (underwear, bras, etc.) or non-clothing items will not qualify for a coin. Any items that do not qualify will be disposed of in the most environmentally conscience way possible. If you accidentally send an item that doesn’t qualify for a coin, we will ask you to send in that extra item of acceptable clothing in your next package.

Yes, we need you to send back 5 items per package, we do this to make sure that we are minimising the impact on the environment.

No, your Swappay coins do not expire and you are free to use them whenever you like at any participating retailer.

Yes, you can transfer coins to anyone that has a Swappay account. You can transfer as many coins as you like at any time.

Swappay is only available to Australians with a valid Australian mobile number at this stage. We are looking at expanding this offering to other countries.

Yes, if you decide to return your purchase to a participating retailer (subject to the retailers Returns Policy) the coin(s) you used will be reimbursed once the retailer has processed your return.

This is required as part of your sender details for the shipping label. Should anything happen with the delivery, the shipping carrier will attempt to return it back to you.

The OTP (One Time Password) is required to validate your mobile number. This will happen when you create a Swap request and when you transfer coin(s) to a friend.

No. Swappay donates all items that you have sent to charities and organisations where they are re-purposed for the benefit of others.

If your account functionality has been limited, you will not be able to use the Swappay platform to send in your items. You will need to follow the steps below to reinstate the full functionality.

1. Take note of your last Swap reference number & number of outstanding items. This can be found on your account summary page or email.
2. Pack the items in a bag or box no larger than 38cm x 26cm.
3. Clearly fill in the following detail on the package or box:
   Your name:
   Your address:
   Best contact phone number:
   Swappay reference number:
   
4. Ship the items to:
   Swappay QC Team
   PO BOX 7035
   Alexandria
   2015
   NSW
   
5. If you have been provided a tracking number, you can reply to the Swappay email related to the limitation of your account functionality with your tracking number.

Unfortunately, once we receive and complete the QC process, your items are allocated to the appropriate charity or re-purpose organisation where we no longer can identify which items are yours.