Customer Service & Returns

Delivery to North America & Canada

*Covid update: Please note - both Australia Post and NZ Post have advised there may be delivery delays.

"Free Shipping over USD $100" refers to orders delivered within North America & Canada. Your beautiful sleepwear will be sent from our Australian warehouse via FedEx Economy. Please allow 2-5 business days.

“$25 Priority Delivery” orders must be placed before 4.00pm PST on a business day for Fedex express delivery. Orders placed after this time will be sent in the following business day's cycle. Orders that choose this service will be sent via FedEx Priority from our Australia Warehouse. Please allow 1-3 business days.

Please note during busy SALE, express deliveries may take up to an additional 48 hours to reach you.

Your sleepwear is delivered thanks to FedEx and may require a signature on receipt. We ship to the USA on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the final purchase price.

Delivery Cost & Times

USA & CANADA

Orders $0-$99 FedEx Economy $14.95 2-5 Business Days
Orders $100 + FedEx Economy FREE 2-5 Business Days
FedEx Priority $25 1-3 Business Days

Returns & Exchanges

If you have purchased an item from us online without personalisation, we are happy to provide you with a full refund or store credit on the item for any reason once it has been returned to us. The item must have proof of purchase and be in the same condition as when it was sent to you. The item must also be returned within 30 days of purchase. We do not offer exchanges for online purchases. 

Items purchased from a 'Final Sale' promotion cannot be returned unless faulty. This is indicated during the buying process online. For health and hygiene reasons, we also cannot accept returns on knickers or underwear.

HOW TO RETURN

  1. To initiate a domestic return, sign in to your account and click “Return” OR visit our Return Portal here.
  2. Enter your order number* and email to start the returns request.
  3. Select your items, reason and shipping method (pre-paid FedEx label at a US$10 cost for store credits, US$19 for refunds or your own carrier** ) and click “Confirm.”
  4. You will receive an email with further information on how to complete your return within one business day.
  5. Please allow 2 to 4 business days to process the return once it’s received. You will be notified via email once the refund has been issued.

 

Delivery and handling charges on returns are not refundable for incorrect choice, and are to be returned to Papinelle using our returns portal at a US$19 cost for refunds, US$10 for store credit, or by the customer's own carrier. Please ensure your return parcel is securely packaged and return documents and labels are correctly attached. Papinelle will not be held liable for incorrectly packaged returns. 

Please allow 10 business days from the day your parcel is delivered to our returns address for your refund to be processed. You will receive an email once your return has been finalised. Refunds will be processed using the original tender type.

Personalised Product

We quality check all of our products prior to personalisation and are confident in what we are packing before we send.  If, however, you have any issues with your personalised purchase we are happy to look at the issue and provide you with a reasonable resolution. We cannot provide a refund or store credit for change of mind on items that have been personalised.

Faulty or Damaged Items

When returning a faulty, damaged or incorrectly described item, Papinelle will arrange return postage on your behalf or refund postage costs upon presentation of receipt/s. This is subject to inspection by Papinelle prior to sending goods back to us. Should you receive an item that you believe is faulty or damaged, please select "defective item" in the returns portal and we will be in contact to provide a resolution. 

 

Security

This site uses Secure Sockets Layer (SSL) technology, the industry standard encryption. Your details are sent directly to the bank. We do not share these details with any third party, nor do we keep or store your card number. 

Papinelle complies with Australian security legislation.