Refund policy
We hope you love your Papeya pieces. If something isn't quite right, eligible items may be returned or exchanged within 7 days of receiving your order.
Return & exchange eligibility
To be eligible for a return or exchange, items must be:
- Unworn, unwashed and unused
- In their original condition
- Returned with all original tags and packaging intact
- Free from stains, perfume, makeup, damage or alterations
Papeya reserves the right to reject a return or exchange where the item does not meet these conditions.
If you receive an incorrect, damaged or defective item, please contact us within the same 7-day period and provide relevant photographs where available.
Non-returnable items
The following items are not eligible for return or exchange:
- Sale or final-sale items, unless the item received is incorrect, damaged or defective
- Items damaged through wear, washing, misuse, improper care or alteration after delivery
This does not limit any rights or remedies that cannot be excluded under applicable law.
How to request a return or exchange
To request a return or exchange, contact papeya.official@gmail.com within 7 days of receiving your order.
Please provide:
- Your order number
- The item(s) concerned
- Whether you are requesting a return or exchange
- The reason for your request
- Relevant photographs where the item is incorrect, damaged or defective
Papeya will provide an initial response within 2 business days.
If the request is eligible, we will provide instructions for returning the item. Please do not send an item back before receiving return instructions from Papeya.
Once the returned item is received, Papeya will inspect it against the eligibility conditions above and inform you of the outcome and the applicable next steps.
If a refund is approved, it will be processed in accordance with the Refunds section below.
Exchanges
Eligible items may be exchanged once, subject to product and size availability.
If the requested replacement is unavailable, Papeya will contact you to discuss an available alternative or a refund where applicable.
Any applicable price difference will be communicated before the exchange is completed.
Return shipping costs
For eligible returns or exchanges due to a change of mind, sizing preference or other reason not caused by an incorrect, damaged or defective item, return shipping costs are borne by the customer.
If Papeya sent an incorrect item, or the item received is damaged or defective, Papeya will bear the reasonable return shipping cost or arrange an appropriate return method.
Customers should follow the return instructions provided by Papeya. Papeya is not responsible for returned parcels sent contrary to those instructions or to an incorrect return address, except where required by applicable law.
Refunds
Where a return is approved for a refund, the refund will be processed after the returned item has been received and inspected.
Approved refunds will generally be issued to the original payment method used for the order. If refunding to the original payment method is not technically possible, Papeya will contact the customer to arrange an appropriate alternative refund method.
Please allow up to 14 days after Papeya approves the refund for the refunded amount to appear in your account. Actual processing time may depend on your bank, card issuer or payment provider.
For an incorrect, damaged or defective item, Papeya will also address any eligible return-shipping cost as described above.
Need help?
For questions, return or exchange requests, or concerns regarding an order, contact us through the Contact page or at papeya.official@gmail.com.
Please include your order number and relevant details.
Papeya will provide an initial response within 2 business days.