Frequently Asked Questions
We do our best to answer your every question, but if we've missed the mark please reach out and we will do our very, very best to help!
Shipping and Orders
See our full shipping policy here.
We ship to most countries worldwide, however there are restrictions to specific countries related to their border security or legal requirements.
If you are unsure or you can't see your country, please reach out to us and we can look into shipping requirements.
We use Australia Post as our shipping partner who calculate the live rates at the time of purchase automatically based on size and weight. The Australia Post website might be able to provide you an estimate.
Please note that we have no control over international shipping fees and we do not cover any duties or customs charges, brokerage fees, or any other fees that may apply upon delivery.
We are not responsible for the package upon check in by the mail carrier.
We automatically apply the VAT and pay on your behalf on a quarterly basis, however, it is possible that you will be required to pay further charges. We suggest you review te import details relevant.
As of 07 May 2026, we automatically charge for the relevant tariff costs within the cost of your order. We have no control over the cost of the tariffs and absorb the administrative cost for utilising this service, which applies to every parcel regardless if tariffs are applicable or not.
Once preorders close, we estimate shipping will commence 16 weeks post. We will always do our best to stay timely with shipping, however all projected shipping schedules are mostly dependent on things that are outside of our control.
We will continue to keep you up to date on the shipping and progress page which will be updated with any notifications that may extend out timeframes.
Your tracking number will be provided to you once your order has been fulfilled and shipped to you. You will automatically be emailed this via our system.
That’s okay! You can email us at any time and we can manually update any shipping addresses as needed.
Please note that additional charges may apply if you have made a significant move that impacts previous shipping charges.
We will be packing your order with maximum protection to ensure it gets to you safe and sound! Ultimately, we have no control over the handling of your order and we are not responsible for your package upon check in by the postal service.
If you think your package has been lost or was damaged beyond use in transit, you will need to contact the postal carrier and file a claim as all orders will be insured. Once the lost / damaged package claim is approved, you can reach out to us with the confirmation so we can discuss.
We make no warranty or guarantee regarding the delivery, reception, or security of NSFW content in jurisdictions where such content is prohibited, regulated, or restricted. If a customer’s purchase is confiscated, destroyed, or otherwise impacted by customs, governmental policies, or legal regulations specific to their country, we are not liable for any damages, loss of product, or other financial consequences arising from such actions.
It is your responsibility as the customer to ensure that you are fully informed of the laws, regulations, and policies regarding the import, receipt, or use of NSFW content in your country.
In the event that your purchase is seized, destroyed, or made inaccessible due to legal restrictions or customs enforcement in the customer’s country, we will not issue refunds, replacements, or compensation for the item or any associated costs.
Returns and Refunds
See our full return policy here.
Yes, prior to preorder closure you can. Once the preorders have closed, those funds have been committed to manufacturing and we will not be able to offer a refund.
No, we will only accept returns on damaged or faulty products.
If you have an order that was damaged or lost in transit, you will need to lodge a claim with the postal carrier (see Shipping policy).
We are not responsible for damaged or missing items unless it has been confirmed by us with an official announcement that an item was missed, or that there was an error by our printer. If you do have an issue with your order, please reach out and we can assess.
If a book arrives with slight, normal wear and tear damage (such as scuffs, minor scratches in the foiling, slightly bent pages/edges or dented spines, etc.), this will be considered cosmetic and the book will not be exchanged or refunded. The books may arrive from the printer with slight imperfections, however we order stock to account for this and will pick the premium copies to send out. If the damage is significant and somehow occurred and/or was overlooked during our packing (and was NOT sustained while in the possession of the postal carrier or in the possession of the recipient), we may be able to send you a replacement depending on our inventory and the extent of the damage. To be eligible we will need notice and images of the damage within three days of receipt of the box.
We reserve the right to request that the original be destroyed and that photo evidence of the destruction be provided before a replacement is sent, however please do NOT destroy the book unless instructed to do directly by us.
In some cases, the originals would need to be returned before any replacement can be sent. Shipping charges for sending the replacement would be covered by Swoon Bookstore (this does not extend to any customs, duties, VAT or other charges for international customers - those would remain the responsibility of the customer). The replacement will not be sent out until the original item has been returned to and received by us.
We do consider every claim on a case by case basis.
If a book arrives with slight, normal wear and tear damage (such as scuffs, minor scratches in the foiling, slightly bent pages/edges or dented spines, etc.), this will be considered cosmetic and the book will not be exchanged or refunded. The books may arrive from the printer with slight imperfections, however we order stock to account for this and will pick the premium copies to send out. If the damage is significant and somehow occurred and/or was overlooked during our packing (and was NOT sustained while in the possession of the postal carrier or in the possession of the recipient), we may be able to send you a replacement depending on our inventory and the extent of the damage. To be eligible we will need notice and images of the damage within three days of receipt of the box.
We reserve the right to request that the original be destroyed and that photo evidence of the destruction be provided before a replacement is sent, however please do NOT destroy the book unless instructed to do directly by us.
In some cases, the originals would need to be returned before any replacement can be sent. Shipping charges for sending the replacement would be covered by Swoon Bookstore (this does not extend to any customs, duties, VAT or other charges for international customers - those would remain the responsibility of the customer). The replacement will not be sent out until the original item has been returned to and received by us.
We will be packing your order with maximum protection to ensure it gets to you safe and sound! Ultimately, we have no control over the handling of your order and we are not responsible for your package upon check in by the postal service.
If you think your package has been lost or was damaged beyond use in transit, you will need to contact the postal carrier and file a claim as all orders will be insured. Once the lost / damaged package claim is approved, you can reach out to us with the confirmation so we can discuss.
We sincerely hope that you love your Mystery Box! While we do keep things, well, mysterious, we also hope to give you enough information to make an informed choice. We work with incredible authors, artists and designers and each title is hand picked by us or our Seasonal Collaborators! While we don't offer refunds or returns, it might be a great chance to offer fun trades and exchanges with your bookish babes!
Preorders and Special Editions
Swoon produces Special Edition titles in two print formats: paperback and hardcover (casebound), in a non-subscription, preorder model. We offer these in three specific variants:
1) Mystery Boxes: two - six titles, in paperback format. These titles have custom formatting, covers, printed edges and other features that make them quite special. They are produced in conjunction with our Seasonal Collaborator and released bi-monthly.
2) Special Editions: Single titles or the complete series, completed in hardcover with custom formatting, covers, end pagers and printed edges, with other features that will make them extra special.
3) Full Boxes: Single titles or complete series as per the Special Edition, but with themed accompanying merchandise.
Most of our editions will be produced on a preorder basis. This means that we will open up orders for a month, and once sales close we will begin production.
We do this to allow us to monitor demand, and prevent overstock and deliver the best possible product to our customers.
The preorder sales will open and run for one month. Once the month has lapsed and sales closed, we will then reach out to our manufacturers and partners, and arrange all the many, many components of the collaboration. Each manufacturer will have a different delivery date, and we will keep everyone updated on the process on our Shipping Page. We anticipate delivery 16 weeks post the closure of the preorders.
You can order a maximum of three boxes per order due to shipping restrictions.
Preorder incentives are a little extra bump and reward if we hit goals that we have set. The collaboration will go ahead whether or not we reach these extra goals!
It is unlikely that we will reprint past books unless we are completing a series and have a big enough interest for the first title.
About us
Learn more about us here.
Swoon is a queer-and-trans owned Special Edition Bookstore. We are huge readers, of both fiction and nonfiction but love to sink into romance as a sweet treat.
We are located in Mulubinba (Newcastle, NSW), Australia.
While we'd love to have a bricks and mortar, we don't at this stage. We do however attend events and run pop ups, so keep you eyes peeled!
We use a diverse range of manufacturers depending on our needs and what products we have designed. We are proud to work with manufacturers located in Australia, New Zealand, China and the United Kingdom.
We do not support Generative AI in our creative spaces. We work with human artists and designers, and do our best to ensure that our partnerships are without the influence or use of AI.
See our full policy/ thoughts here
Our intent around manufacturing on a preorder basis it to minimise overstock and reduce waste. We are conscious of overconsumption and are constantly researching to try to understand how we can minimise our footprint.
If you have a media enquiry, please contact us directly.
Working with Us
Learn more about working with us here.
All titles that we feature, whether in Mystery Boxes, Special Editions or Full Book Boxes, are ones that either our Seasonal Collaborator, or we, have read and loved. We often come across these organically but are open to your pitches! You can recommend yourself via our google form.
We absolutely love working with a diverse range of artists and designers. We do not work with artists or designers the utilise Generative AI in their design, art or processes. As a queer business, we prioritise queer artists but also work with allys.
If you're interested in working with us, please complete our google form.
Can't find your questions?
If you do not find the answer to your question in our FAQ, you can send us a message by filling out the form below.
