DELIVERY AND RETURNS

Free Shipping Promotion

The free shipping promotion offer is only valid for Australian shipping addresses until 30 September 2021. This offer excludes all furniture, oversized, bulky and heavy items. Discount will automatically apply at the checkout to any eligible carts. Cannot be combined with any other offer (including the secret sale). Cart total must be over $150. 


Furniture & Heavy Items Delivery

For Melbourne & Sydney metropolitan postcodes, we offer a flat-rate full service delivery for furniture & heavy items or free pick up from our South Granville warehouse for Sydney-based customers. Full service delivery includes a designated delivery day, assembly, and rubbish removal. The delivery costs are calculated and displayed in the shopping cart at the checkout page. For customers outside these areas, you will be quoted and invoiced for delivery within one business day of placing your order. Papaya reserves the right to levy additional freight costs for delivery in remote/rural areas or for furniture & large/heavy orders or where access is limited or difficult or via stairs only. See our Papaya furniture delivery terms and conditions here.

 

Decor Items Delivery

For smaller decor items and orders being sent with Couriers Please or Australia Post, Papaya offers flat-rate shipping anywhere in Australia based upon total weight of your order. The delivery costs are calculated and displayed in the shopping cart at the checkout page. Papaya reserves the right to levy additional freight costs for delivery in remote/rural areas.

 

Shipping Times

How long shipping will take depends on where you live. A parcel can take from 1 to 10 days to arrive at your address. The following is a guide to estimated shipping times in Australia:

  • East coast capital cities: 1-5 days
  • Adelaide, Darwin & Perth: 5-10 days
  • Tasmania: 5-10 days
  • Regional Centres: 5-10 days
  • Remote locations: (Includes mining settlements in remote areas): 5-10 days

 

Tracking

For orders being sent via courier or post, you will receive your tracking number and information from our shipping partner, Shippit, via email and SMS. This tracking service is provided and managed by Shippit. If you do not receive these notifications, please email us at estore@papaya.com.au.

In the case of some larger order deliveries, we will contact you directly with the shipping details.

 

Returns & Exchanges

We pride ourselves on creating beautiful products made with care. If you need to request a refund, return or exchange we ask that you take the time to read this returns policy. Please refer to these terms and conditions of sale

Please do not send item(s) back to Papaya without first contacting our online team. Contact Papaya customer service via:

Included with your request must be the following information:


1. a daytime and after hours contact number.
2. transaction ID (receipt number) OR a copy of your invoice/receipt.
3. a brief description of the fault or issue

Please do not return the items by post or courier until we have replied or spoken to you. We have return options that may be easier and more secure than standard return post services.

 

Returns for Damaged Items

If your goods have arrived damaged please let us know as soon as possible. Damaged goods returns must be requested within 7 days of receiving your purchase. Once the return is approved we will organise a pick-up where possible. In the case of damaged or faulty goods, a photograph of the item can help us determine the best way we can assist you. Please include a photograph with your email. 

 

Returns for Change of Mind

We encourage you to choose carefully from our collection. Remember that we're always here to help you find the right item and we're happy to talk to you about what would be best for your home.

Returns for change of mind must be completed within 10 days of the date of shipment. Please note Papaya does not offer a refund for change of mind returns, however we may offer a credit voucher or exchange. The exchange or credit will not include shipping and handling charges, and these charges will be charged at the time of return or deducted from a credit voucher or exchange value should we decide to offer one. The exchange or credit will be issued when the goods are received by Papaya in original condition, including complete, undamaged product packaging where applicable.

Papaya will not accept the return of items from the following categories for a change of mind return under any circumstances:

  • discounted or sale items
  • cosmetics, soap, personal care products, and fragrances
  • bedding
  • gift vouchers

These products can still be returned if they are faulty, not fit for purpose or the product is significantly different from the published sample or description.

 

Other Returns

At Papaya's discretion, we will accept product returns and provide you with an exchange voucher, refund or repair where:

  • the product is faulty or is not of a reasonably acceptable quality;  OR
  • the item is not fit for its intended purpose;  OR
  • the product is significantly different from the published sample or description; AND
  • you can present your Papaya tax invoice or other adequate proof of purchase.

Papaya may elect to return the product to the manufacturer's repair agent to determine the nature of the problem. Papaya reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse, poor storage or neglect.

 

Important Notes

For incorrect item replacements, Papaya must be notified within 14 days of receipt of the goods in order for a refund/exchange to occur. To arrange for return/replacement of the incorrect item please contact the ecommerce team using the methods outlined above. Refund/exchange in these cases is at the sole discretion of Papaya.

Screen resolutions and other monitor specifications may impact the way colours are interpreted by the viewer. This may cause colour perceived discrepancies between online photographs and viewing the piece in person. Please consider this when making an online purchase. 

Papaya reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused. Goods presented for repair may be replaced by new or refurbished goods of the same type rather than being repaired. New and/or refurbished parts may be used to repair goods.

Claims for compensation or reasonable expenses incurred in returning your purchase should be addressed to our customer service team at the address on our contact page and need to be accompanied with supporting evidence.

Refund, credit and exchange values do not include the cost of shipping the goods to or from the purchaser.

Papaya products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.