Customer Service

Delivery within Australia

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

"Free Express Shipping over AUD$100" refers only to orders delivered within Australia.

Orders must be placed before 12.00pm AEST on a business day for next business day delivery. Any orders placed after this time will be sent the following business day. 

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

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 3-5 business days.

Your goods are delivered by Australia Post and may 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.

International Delivery

Orders placed before 12.00pm AEST on a business day will be sent that same day. Customers in the US and Canada should allow 3-7 business days for standard delivery. Papinelle now offers express shipping to the USA using Fedex for a $25.00 flat rate.

Other countries please allow up to 10 business days.

"Free Express Shipping over US$100" refers only to orders delivered within the USA and Canada using our standard service.

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.

For all other countries outside Australia and the USA the recipient becomes the importer of the item and, as such, is liable for any local duties that may be charged. Papinelle cannot be held liable for any such tariffs and we are unable to alter our invoices for this purpose.

Delivery Cost & Times

Australia - Express

Orders $0-$99 $9.90 1-3 Business Days
Orders $100 + FREE 1-3 Business Days


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 2-5 days for delivery.

NORTH AMERICA & CANADA - A flat rate of AUD$25.00 (approx $17 USD) applies for orders under AUD$100Over AUD$100.00 is free delivery to North America & Canada using our standard service.Please allow up to 7 working days for delivery. 

Papinelle now offers Express Shipping to the USA using Fedex for a $40.00 flat rate. Packages should arrive within 2-3 business days. Please select this service during checkout if you would like Express Shipping.

ASIA/PACIFIC, UNITED KINGDOM, EUROPE- $25 delivery fee is applied. Please allow up to 10 working days, however, in most cases you should receive your stock within 5 working days.

REST OF WORLD - $40 delivery fee is applied. Please allow up to 10 working days, however, in most cases you should receive your stock within 7 working days.

Returns & Exchanges

If you have purchased an item from us online without personalisation we are happy to provide you with an exchange or full refund on the item for any reason once it has been returned to us. The item purchased online must have a 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 it being purchased online.

For In-store purchases, returns other than for faulty goods must be made within 7 days for a credit note or exchange. No refunds are issued for in-store purchases unless required by law.

Items purchased from our online or physical 'Warehouse Sale' or are marked as 'Final Sale' cannot be returned or exchanged unless faulty. This is indicated during the buying process online and instore so you are made aware.

Delivery and handling charges on returns are not refundable for incorrect choice, and are to be returned to Papinelle either by post or in store at the customer's cost.

We happily accept exchanges in any of our Papinelle boutiques. Simply visit a store with your receipt and your order and one of our team members will help you. Please note however, only our Papinelle Paddington boutique can provide on the spot refunds for online purchases.

Personalised Product

We quality check all of our products prior to dispatch and are confident in what 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 exchange for pure change of mind on product that has been personalised.

Post Returns or Refunds

For a refund via mail please complete the returns form in your online order or download it here and send the goods to the below address. We recommend you use your own trackable shipping method.

Papinelle Online Department

112 Oxford St Paddington

NSW 2021


  • Ensure your return parcel is securely packaged and both sender's address and Papinelle return address are clearly displayed on the outside of the parcel. We recommend sending your return back by registered post as Papinelle will not be liable for any return parcels lost in transit.
  • When returning or exchanging 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 need further assistance regarding this process, please call customer service on 02 93322922 or email
  • Allow 10 business days from the day your parcel is delivered to our returns address for your return to be processed. You will receive an email once your return has been finalised.
  • Refunds will be processed using the original tender type. 
  • Papinelle is not responsible for shipping fees or lost returns. Please obtain a tracking number for your records.


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.