Frequently Asked Questions
Orders
| How long does it take you to process my order? | Orders are processed within 24 hours of received. Once your order has been dispatched, you will receive a confirmation email with your tracking code. |
| Can I make changes to my order after placing it? | Our orders are processed and shipped quickly. If you need to make changes to your order (for incorrect size, colour, product or quantity) please email hello@papayalane.com with your order number and the change request as soon as possible. We’ll try to make the change if still possible. |
Payment methods and promotions
| What payment methods do you accept? | We accept online payments using credit cards Visa, MasterCard, American Express, PayPal, ApplePay, ShopPay, Afterpay, Zip and GooglePay. |
| How do I apply a promo code to my order? |
1. Click the Shopping Bag icon located in the top right hand corner of your screen both on desktop and mobile devices. |
| What does it mean an offer is not available with other offers? | If you have access to a discount code you may not be able to use it along other discounts or offers you may have, for example if it is a % discount and you have a different offer for free shipping you may be able to only use one code/offer per transaction. |
| How do I pay using Paypal |
To pay using PayPal you need to have a Paypal account and a payment method associated with it. Then simply select the PayPal option either in the product page or the cart page. After clicking, you will be redirected to PayPal to complete your purchase securely through Paypal. |
| How do I pay using Afterpay |
To pay with Afterpay to have an Afterpay account and a payment method associated with it. Then simply select the Afterpay option in the payment page. After clicking, you will be redirected to log in to Afterpay to complete your payment securely through their platform. |
| How do I pay using Zip Pay/ Zip Money | To pay with Zip to have a Zip account and a payment method associated with it. Then simply select the Zip option in the payment page. After clicking, you will be redirected to log in to Zip to complete your payment securely through their platform. |
Shipping & Delivery
| How much does shipping cost and how long would it take for my order to arrive? |
Australia All standard post orders under AU$100 with an Australian delivery address will be shipped for a flat rate charge of AU$7.00 per parcel. All standard post orders for total value over AU$100 will receive free standard shipping.
International Orders All international orders will be sent via Standard Post. For orders with a delivery address within New Zealand for a flat rate of AU$30 per parcel; and orders with a delivery address in any other country will be shipped for a flat rate of AU$45 per parcel. You will receive shipping details as soon as your order is being prepared. If you placed your order with a delivery address outside Australia you can expect to receive your parcel within 30-45 business days from dispatch depending on your location. Please note, this charge is for transport costs only and does not cover import liabilities that may be applied by the government of your destination country. Papaya Lane does not accept any responsibility for customs delays, duties or taxes that may apply in the destination country. |
| What are the shipping deadlines in Christmas 2023 |
We deliver your orders as soon as we can via Australia post; if you want your order to arrive before Christmas, please keep in mind the last lodge dates by Australia post below: Standard Post: Tuesday 19 December** |
Returns & Exchanges
| How do I exchange or return an item? |
*Important: Due to health and safety reasons, underwear and jewellery can't be returned or exchanged. If your item doesn't fit or you have ordered the wrong colour or style, or if for any reason you changed your mind and no longer want the item, you will be able to exchange it WITHIN 14 DAYS from the date of receiving your order. To be eligible for an exchange or return, items must be unworn, undamaged and unmarked, and in their original packaging. After we have received your order and verified the new condition of the returned item you will be elegible for an exchange or gift voucher equal to the value paid for the item(s). Please note that you are responsible for posting the goods back to us. We do recommend that you use registered post as Papaya Lane cannot take responsibility for items not received. For all enquires regarding returns or exchanges please contact hello@papayalane.com with your order number and the reason for exchange. |
| How can I exchange a faulty item? |
We aim to ensure all products we ship are in perfect condition but occasionally there's defects we haven't discovered before sending them to you. For all enquires regarding faulty items please contact hello@papayalane.com WITHIN 14 DAYS from the date of receiving your order with your order number and the reason for exchange. |
Sizing
| Do your styles run true to size? | Yes, most sizes for most products run true to size however, for the most accurate sizing, we recommend that you reference your body measurements with the Size Chart included in the products’ pages. |
Product and sustainability
| How does Papaya Lane® support the environment? |
Although we don't manufacture our own products at this point, we invest time looking for suppliers that produce quality organic products and/or meet with fair trade and sustainable practices. We look for factories in different countries that have a long term commitment to quality, the wellbeing of their workers and/or the environment. Also, through 1% for the Planet, Papaya Lane® donates one percent of the value of all online orders to non-profits and associations which drive positive change and help protect our beautiful environment. |