Support & FAQs

Book a drop-off, bring your items into your nearest store, and leave the rest to us. Once your bag's with our buyers there's no need to wait around — we'll review everything and send your offer straight to your account. You'll find us in Melbourne, Sydney and Brisbane, open 10am–6pm daily.

Yes — booking is essential. It means a buyer's ready for your bag when you arrive, and it's how we get your offer back to you quickly (usually the same day, for appointments before 3pm). Sign in to your SWOP account to book a drop-off at your nearest store before you come in.

One bag per drop-off, up to 40 items, max 10kg, and no bigger than 50 x 50cm. If you've got more, fill a bag with your top 40 and bring the rest next time you're in.

For each drop-off, we accept one bag with a maximum of 40 items. This keeps wait times fair for every seller and gives our buyers the time each bag deserves. If you have more than 40 items, select what you think are the 40 best. You're welcome to bring another round when you come back to collect your first drop-off, or you can book another drop-off slot.

Freshly wash and fold everything, remove hangers and shoe boxes, and take care of any small repairs or stains first. We can't make an offer on items that are stained, damaged or need repair, so it's worth getting these sorted before you come in.

Clothes, shoes and accessories in good condition that are on-trend now, are a special older piece (think 1970s–2000s), or something we forecast will be in soon. All genders, all sizes. We can't take fast fashion, fakes, underwear, activewear, bridal or formalwear.

We buy a wide range of designer, vintage and handmade labels. We don't buy fast fashion. Use our search tool to check what brands and designers we love to see — it's a guide, not a guarantee, and our buyers make the final call in store.

Not just yet — right now everything's assessed in person by our buyers, so items need to come into a store. We're working on a send-in service, so watch this space.

You'll check in via your SWOP account and take a quick photo of your bag. Then you leave your bag with our buyers and the rest is up to us — there's no need to wait around while we review.

We're usually looking at a same-day offer, however this may be longer during busier periods. It's not that your bag takes days to review — it's the wait for your turn in the queue. We'll let you know as soon as your offer's ready.

You'll get a notification by SMS or email with a link to your offer. Keep an eye on your spam folder, especially if it's your first time selling with us.

Yes — we authenticate every piece. Our buyers are trained specialists, they rigorously check every item. Designer and luxury pieces also undergo extra checks through a third-party review — this happens after you've accepted an offer rather than during the first review. There's more on how it works below.

You'll see every item we'd like to buy, the price we'd list it at, and any notes from our buyers. You can accept or decline each item, and keep or donate anything we're not buying.

It's not a judgement on your pieces. Our buyers work to strict criteria based on what's in season, what we need in store, what our data tells us will sell, and what our customers are telling us they're looking for. Often it's just timing — the wrong season, or we're overstocked on something similar — and it can be worth trying again another time.

Absolutely. Our buyers will always offer to walk you through your offer, they can also let you know what pieces they're looking for at any given time. Some items may be worth bringing back in a different season, or once a stain has been removed or a repair made. If you'd like to receive feedback, chat with the Concierge or email your selected store.

Every offer is based on an item's resale value: the price we'd list it for in store. Our buyers weigh up what similar pieces have sold for at SWOP, current demand, condition and seasonality. We also use a pricing and analytics tool to confirm our buyer's research, and then every price is signed off by at least 2 members of our team.

If you accept an offer on a designer or luxury piece, we then put this piece through another round of checks using a third-party authenticator. This takes a little longer — usually around an extra day, and will occur before we release payment to you. If we're unable to confirm an item, it'll show as "no offer" in your account and we'll ask you to collect it. This doesn't mean something's wrong — sometimes there simply isn't enough information to verify it with full confidence.

Yes, log in to your SWOP account to check the progress at any stage. You'll receive a notification via SMS or email once your offer is ready to review. If your drop-off is showing as "pending review" for longer than expected, don't worry — this is normal during busy periods. You can always reach us via your store's email if you have any questions.

First, check your spam or junk folder — our emails occasionally land there. If you're still not receiving updates, contact our team and we'll look into it for you.

Store credit gets you 50% of an item's resale value; cash gets you 30%. For pieces with a resale value over $249, the cash rate goes up to 40%. Choose what works for you.

We buy your items outright, which means we're taking on the risk if something doesn't sell. Store credit reflects more of that shared value — but you're always free to choose cash.

Once you've accepted your offer, and we've finished the final authentication checks, we'll pay you immediately. Cash can be paid by bank transfer or in store. Bank transfers usually land within an hour of the offer being finalised.

We can only pay cash into Australian bank accounts. If yours is overseas, store credit is a good option — it works in any SWOP store or online.

Your credit sits in your SWOP account and can be used in any store or online. It's valid for three years, so there's no rush to spend it.

Once your offer's sent, head back in store to collect anything you're keeping. We'll send notifications to help remind you to come back in store and collect your pieces. Anything not collected within 2 days is donated to one of our charity partners.

For any pieces you don't want back, we can donate them on your behalf. We'll pass them on to one of our charity partners. Anything left uncollected past the collection window is donated automatically.

Yes, absolutely! When you review your offer, select "keep" on any item you'd like returned to you. Be sure to return within 2 days of receiving your offer to collect these remaining items. We hold bags for 2 days, before donating them to a charity partner.

Yes, that's normal during busy periods. Bigger bags, or ones with designer items that need authenticating, can take a little longer. If it's running well past your estimated time, get in touch with your store.

You can download any of your receipts in your SWOP account — just head to your transaction history.

Your balance shows in your SWOP account whenever you log in. Our team can check it for you in store too.

Yes, log in to shop and your credit balance will appear at checkout. You can apply it to your order in part or in full.

$8.50 within Australia for orders under $200.

Free standard shipping for domestic orders over $200.

Free express shipping for domestic orders over $700.

Free standard shipping for international orders over AU$500.

Standard shipping within Australia and New Zealand takes 2–6 business days (including fulfillment and processing). Express shipping takes 1–3 business days. For international orders allow between 5–21 business days. You'll receive tracking information once your order is on its way.

No, we do not ship to PO Boxes or storage units. We only post items to physical addresses.

All of our parcels are covered by insurance. That means every shipment needs a signature upon delivery. We want to take every precaution to ensure the safe delivery of your special parcel.

SWOP takes no responsibility for shipments not received due to incorrect or incomplete addresses provided at check out. Be sure to check every detail carefully. If you have made an error at check out, please contact our team immediately.

Yes, gift cards are available for purchase both in-store and online. They can be used both in-store and online. SWOP gift cards are valid for 3 years from date of purchase.

Yes. Every piece is assessed by our experienced in-house buyers. All designer and luxury pieces also undergo extra checks through third-party authentication specialists. If an item can't be confirmed, we won't sell it.

Due to the nature of our items, we don't accept returns or refunds due to change of mind, including wrong sizes where the item's size has been accurately represented online. If you have any questions prior to purchase, please email our team for assistance. All customer purchases at SWOP are covered under Australian Consumer Law, and appropriate remedies will be made available for products that do not match their description, stated use or utility.

We accept Afterpay. If you have SWOP credit, you can use it in full or in part toward any purchase in-store or online.

Yes, we ship to a range of international destinations, and offer free international shipping for orders over AU$500. For standard shipping, allow 5–21 business days for orders to reach you. You'll receive tracking information once your order is on its way and all parcels will be covered with insurance. Please note that any applicable customs duties or taxes are the responsibility of the recipient.

To delete your SWOP account, please get in touch with us directly. Our team will take care of it for you.

On the sign-in page, select "Forgot password" and enter your email address. We'll send you a reset link straight away. If it doesn't arrive within a few minutes, check your spam folder — our emails occasionally end up there.

Log in to your SWOP account and head to "Account settings". You can update your contact, billing and payment information here. If you're having trouble, contact our team and we'll help you get it sorted.

We have stores in Melbourne, Sydney and Brisbane.

Naarm/Melbourne: 8 Peel Street, Collingwood

Naarm/Melbourne: 82 Clarke Street, South Melbourne

Warrane/Sydney: 219 Oxford Street, Darlinghurst

Meanjin/Brisbane: 38 Wandoo Street, Fortitude Valley

All SWOP stores are open 10am to 6pm daily.

You can reach each store directly by email.

Collingwood: [email protected]

South Melbourne: [email protected]

Darlinghurst: [email protected]

Fortitude Valley: [email protected]