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Customer Service

Delivery

"Free Express Shipping over $100" refers only to orders delivered within Australia & New Zealand.

You must place your order before 10am AEST on a business day for next business day delivery. Any orders placed after this time will be sent the following business day.

All orders are sent via Express Post and will arrive next business day if your delivery address falls within the Australia Post next day network. New Zealand customers should allow 3-9 business days.

Your goods are delivered by Australia Post and will require a signature on receipt. Therefore, we suggest a work address or P.O. Box if it is more convenient.

Orders can occasionally be delayed due to pending card authorisations or availability of stock; customers will be notified in the case of any such delay.

Cost & Time

AUSTRALIA STANDARD - A flat rate of $9.90 applies for orders under $100.00. Over $100.00 is free delivery within Australia. Express Post orders will arrive next business day if placed before 10.30am. For the rest of Australia please allow up to 5 days. Your Australia Post tracking number will be emailed to you when the order has been sent. Should your item not be in stock, you will be contacted same day.

NEW ZEALAND STANDARD - A flat rate of $15.00 applies for orders under $100.00. Over $100.00 is free delivery to New Zealand. Please allow 3-9 days for delivery.

NORTH AMERICA - A flat rate of AUD$25.00 (approx $20 USD) applies. Please allow up to 7 working days for delivery.

ASIA/PACIFIC, UNITED KINGDOM, EUROPE- $25 delivery fee is applied. Please allow up to 14 working days, however, in most cases you should receive your stock within 7 working days.

REST OF WORLD - $40 delivery fee is applied. Please allow up to 20 working days, however, in most cases you should receive your stock within 10 working days.

Returns & Exchanges

Papinelle will replace or refund any unworn or undamaged item (excluding knickers) bought online within 30 days of purchase as long as the product is returned in its original condition, including its packaging. Delivery and handling charges on returns are not refundable for incorrect choice, and are to be returned to Papinelle at the customer's own cost and risk.

For a refund or exchange via mail please send returned goods to the below address. We also happily accept exchanges in any of our 3 Papinelle stores. 

Papinelle

Online Customer Service

112 Oxford St Paddington NSW 2021.

In order to process the goods as quickly as possible, please include:

  • A copy of the packing slip or receipt including the order number
  • The reason for your return
  • Your day time phone number

A customer service representative will be in contact should we have any problems returning or exchanging your goods.

Papinelle will fully refund any item that has a manufacturing fault. Please contact us for return advice should you need to.

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.