Frequently asked questions

📍 Where are SWENN products made?

We prioritize responsible, transparent, and small-scale production. Each product category follows a specific manufacturing path, in collaboration with specialized workshops in Canada and internationally.

🧶 Sweaters, Beanies & Scarves

Our knitted sweaters and select beanies are made from yarn spun in Italy (GOTS-certified organic cotton and merino wool sourced from certified farms in New Zealand).

The knitting and garment construction are completed near Montreal, in a workshop with over 30 years of experience.

Our scarves and select beanies in 100% pure wool are crafted from wool dyed and spun in Beauce (Quebec), then knitted in Quebec City on a semi-manual knitting machine by our knit specialist, with hand-finished details.

👕 T-Shirts & Sweatshirts

Our printed and solid t-shirts, as well as our printed sweatshirts, are entirely manufactured in New York using premium GOTS-certified organic cotton yarn sourced from Mexico.

Screen printing is then completed in Charlottetown, Prince Edward Island, Canada.

🧥 Garments Made in Quebec

Our artisan jackets are made in Longueuil (Quebec) using cotton fabric imported from the United States.

Our “Miki” sailor hats are handcrafted in a millinery workshop in Montreal.

Our organic cotton canvas pants and shorts are produced in Montreal using fabric sourced from our U.S. supplier.

🌊 Made in Prince Edward Island

Our tops and shorts are produced in small batches in Prince Edward Island, in collaboration with two local seamstresses, using natural fibers sourced in Canada.

Our quilted jackets are made in Prince Edward Island from recycled fabrics, produced in very small quantities — often as one-of-a-kind pieces depending on available materials.

Our color block sweatshirts are manufactured in Prince Edward Island using organic cotton fabric produced in Quebec.

🇫🇷 Special Pieces

Our exclusive scarves are woven in France on a traditional loom by Kristell’s mother-in-law, using a cotton and wool blend.

🧵 Trims & Finishes

All buttons, threads, and zippers are sourced from Canadian suppliers.

🔐 Are my purchases secure?

Yes. Our online store operates on Shopify, which provides a secure payment system.

We never have access to your banking information. Only the details necessary for shipping are retained.

👤 Do I need to create an account to place an order?

No, it is not required.

However, by creating an account, you will have access to your order history and may occasionally benefit from exclusive rewards and perks.

💳 Why is the final total different from the listed price?

Depending on your address, government taxes (within Canada) and shipping fees may be added at checkout.

Shipping costs are calculated only once the delivery address is confirmed.

❌ Can I modify or cancel my order?

If your order has not yet been shipped, please contact us as soon as possible at contact@swenn.ca or by phone at 438 765 6481.

We will gladly cancel or modify your order.
If cancellation is requested more than 24 hours after purchase (and before shipment), PayPal or Shopify transaction fees may be deducted from the refunded amount.

🚚 What are the delivery times?

Order processing time is 2 to 5 business days.

If you select an expedited shipping option, your order will be prioritized.

Delivery times then vary depending on destination and carrier.

Please refer to the Shipping page for more details.

✨ Why can order preparation take up to 5 days?

SWENN is an independent company led by its founder, Kristell, who oversees all operations: design, store management, website development, and order preparation.

This shipping timeframe may extend up to 5 business days in order to maintain strict quality control on each piece, while also accounting for order volume, unforeseen circumstances, and professional commitments related to running the business.

Thank you for your understanding and for supporting an independent brand.

📏 How do I choose the right size?

Each product page includes a detailed size guide.

We recommend comparing the measurements with a similar garment you already own.

If you are unsure, please contact us at contact@swenn.ca.

♻️ How should I care for my SWENN garments?

Please refer to the Care Instructions section at the bottom of our website, as well as the detailed recommendations on each product page.

📦 Can I return an item?

Yes, under certain conditions.

You have 30 days from receipt to request a refund.

Items must be returned in their original packaging and in perfect condition. Any item showing signs of wear, damage, or requiring cleaning may not be eligible for a refund.

Returns are free within Canada.
Return shipping costs for international orders are the responsibility of the customer.

Sale items are final sale.

Please consult the Refunds and Shipping pages for more information.

⏳ How long does a refund take?

Once your return is received, please allow up to 5 business days for inspection before your refund is issued.

Refunds are processed using the original method of payment.

🌍 Will I have to pay customs fees?

For international orders, taxes or customs duties may apply depending on the destination country.

These fees are the responsibility of the buyer.

📦 What if my parcel is marked as delivered but I did not receive it?

First, check with neighbors or household members.

If the parcel cannot be located, please contact us at contact@swenn.ca. We will assist you in opening an investigation with the carrier.

💬 Another question?

Email us at contact@swenn.ca
We’ll be happy to help.

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