HOW CAN WE HELP YOU?

Have a question? Feel free to check out our FAQs

SHIPPING

Where do you ship?

We currently ship within Australia & New Zealand.

When will my order be dispatched?

Orders are dispatched within 1 to 2 business days.

How long does delivery take?

We ship with Australia Post.

Australia
Standard shipping usually arrives in 2 to 5 business days after dispatch.

Express shipping usually arrives in 1 to 3 business days after dispatch.

New Zealand
Standard shipping usually arrives in 5 to 10 business days after dispatch.

Delivery times can be longer for rural and remote locations, and during peak periods.

How much does shipping cost?

Shipping costs are calculated at checkout. Standard shipping is free on Australian orders over AUD 99 and New Zealand orders over NZD 149.

Will I receive tracking updates for my order?

Yes. You will receive tracking by email once your order has been dispatched.

My tracking says delivered, but I cannot find my parcel. What should I do?

First, check around your delivery location and with anyone at your address. If it is still missing, contact Australia Post with your tracking number.

If you need a hand, email us at support@papaia.com.au and we will help where we can.

MATERIALS, QUALITY AND CARE

What is PAPAIA jewellery made of?

All PAPAIA jewellery is made from premium stainless steel, designed for everyday wear. Our pieces are waterproof and tarnish resistant, so you can live in them day to day.

Gold styles are finished with PVD coating for extra durability. PVD is a modern coating method that bonds a thin, hard layer to the surface of the jewellery. It is designed to hold up better to daily wear than traditional plating, so your finish stays looking fresher for longer.

Is it waterproof?

Yes. PAPAIA pieces are made for waterproof wear, including showering and swimming.

To keep your jewellery looking its best, rinse with fresh water after salt water or chlorine, then dry fully before storing.

Will my jewellery tarnish?

No. PAPAIA jewellery is tarnish resistant and made to handle everyday wear.

Like all jewellery, the finish can be affected over time by frequent exposure to chemicals. A little care goes a long way. We recommend following our care instructions to keep your piece looking its best for as long as possible.

Can I wear my jewellery in the ocean or pool?

Yes. You can wear your PAPAIA jewellery in the ocean and pool.

After swimming, rinse with fresh water and dry thoroughly. This is especially important after salt water and chlorine.

Do you offer a warranty?

Yes. On the rare occasion a piece has a manufacturing defect, we offer a 12 month warranty from the date of delivery.

This covers faults in materials or workmanship, such as a faulty clasp or faulty link on arrival.

This warranty does not cover accidental damage, snagging, impact, stretching, loss, misuse, or general wear and tear. Damage caused by heavy force or getting caught on objects is not considered a manufacturing defect.

To make a warranty claim, email support@papaia.com.au with your order number and clear photos.

How do I care for my jewellery?

PAPAIA pieces are designed for everyday wear. A little care helps keep the finish looking fresh for longer.

Everyday care

  • Put your jewellery on last and take it off first.
  • After ocean or pool days, rinse with fresh water and dry fully.
  • Avoid direct contact with perfume, hairspray, lotions, cleaning products, and self tan.

Cleaning

Wipe your jewellery with a soft, dry cloth after wearing. If it needs a deeper clean, use lukewarm water and a gentle soap, then rinse and dry completely. Avoid abrasive cleaners, polishing pastes, and harsh chemicals.

Storing

Store your pieces dry and separately to help prevent scratching. When you are not wearing them, keep them in the pouch provided or in a jewellery box.

RETURNS

Do you accept returns?

We want you to feel confident shopping with PAPAIA. If something isn’t quite right, please reach out and we’ll guide you through the next steps.

We accept returns on full-priced, unworn items within 14 days of delivery, subject to approval.

To be eligible for a return:

  • Items must be unworn, unused, and in new condition  
  • Items must be returned in their original packaging  
  • Items must show no signs of wear, damage, or alteration  
  • Return requests must be approved before items are sent back

Returns sent without prior approval may not be accepted.

Final Sale Items

For hygiene reasons, earrings and all pierced jewellery are final sale and cannot be returned or exchanged.

Items marked as Final Sale are not eligible for return, exchange, or refund. This includes items discounted as part of a sale or clearance.

Promotional Orders

If your order was placed using a promotion, including multi-buy or percentage-off offers, any approved return will be recalculated based on the items you choose to keep.

If returning an item means your remaining order no longer meets the conditions of the original promotion, the discount will be adjusted accordingly. Your refund will reflect the recalculated order total and may therefore differ from the price shown for the returned item.

For promotions where a discount is applied to the lowest-priced eligible item, the promotion will be reapplied to the remaining eligible items before your refund is calculated.

How do I request a return?

Email support@papaia.com.au within 14 days of delivery with:

  • Your order number
  • Item(s) you would like to return
  • Return reason
  • Preference: refund or store credit

Return shipping is at the customer’s expense for change of mind returns. Shipping costs paid on the original order are not refunded.

Please return your parcel with tracking and email us the tracking number as proof of return.

If your item is faulty or incorrect, email us with a clear short video. We will resolve it with care and cover return shipping.