Returns and refunds
We hope you love your new purchase from Papinelle, but we do have a returns policy if something isn't right.
You can return your online purchase in original, unworn condition within 30 days from purchase date *excludes gift cards, e-gift card, final sale, personalised items. Also excludes face masks and knickers unless there is a manufacturing defect.
HOW TO RETURN?
You can return any items you are not satisfied with by either popping into a Papinelle boutique or by sending it back to us.
- To return online order items from Australia, simply click here
You will be able to choose
- an exchange if you wish to change size
- a return if you wish to receive
- a full refund (the return shipping label will cost you a flat fee of $9.90)
- a store credit to place an order in the future
If there are any issues, please get in touch with us here.
- To return items from anywhere else in the world, you are welcome to choose the carrier of your choice - we recommend you use a trackable shipping method. This is at the customer's cost. The item(s) must be sent back to
Papinelle Online Returns
We cannot provide a refund or exchange for pure change of mind on product that has been personalised.
- Ensure your return parcel is securely packaged. Papinelle will not be liable for any return parcels lost in transit.
- Allow 5 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.
- Papinelle is not responsible for shipping fees or lost returns. Please obtain a tracking number for your records.
Items purchased from our online or physical 'Warehouse Sale' from time to time are marked as 'Final Sale' and cannot be returned or exchanged unless there is a manufacturing fault. This is indicated during the buying process online and in store so you are made aware.
HOW WILL YOU BE REFUNDED?
Refunds are issued in the same tender as the original purchase. For example, if the item was purchased using a Visa card, the amount will be refunded to the same Visa card. If your order was placed using a Papinelle Sleepwear Gift Card, the refund amount will be put onto a new Papinelle Sleepwear Gift Card with a 6 month validity.
DAMAGED / FAULTY ITEMS
- We quality check all of our products prior to dispatch and are confident in what we are packing before we send. If however you have any issues with your purchase we are happy to look at the issue and provide you with a reasonable resolution.
- 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 click here to contact us. Shipping fees are refundable on faulty or damaged product only. We will refund up to $8.95 in delivery fees.
RETURNING AN IN-STORE PURCHASE
- For in-store purchases, you can return or exchange full-priced items for change of mind within 14 days of purchase in-store. Items must be unworn, unwashed and in original condition, with all tags attached. Except where deemed faulty, we cannot offer return or exchange on underwear or face masks. Mark-down and promotional sales can only be returned for store credit or exchange and are not refundable for change of mind, except as prescribed by Australian Consumer Law
- To return items to a Papinelle boutique, simply bring the item(s) you are returning, along with your receipt. Our friendly team can help you with an exchange in store! Find your closest boutique here.