FAQs

Find answers to our most frequently asked questions.

We currently ship within Australia only. Every order is packed with care and dispatched quickly, so your pieces arrive ready to wear.

SHIPPING & DELIVERY

What are the shipping fees?

  • Standard shipping: $6
  • Free standard shipping on orders over $99
  • Express shipping: $10

Shipping options and pricing are shown at checkout.

Processing and dispatch

Orders are processed and dispatched within 1 to 2 business days.

Business days exclude weekends and public holidays. During peak periods, dispatch may take a little longer. If that happens, we will keep you updated by email.

Shipping carrier

All orders are shipped with Australia Post. Tracking information will be provided.

Delivery timeframes

Delivery timeframes are calculated from the day your order is dispatched.

  • Standard shipping: usually 2 to 5 business days after dispatch
  • Express shipping: usually 1 to 3 business days after dispatch

Please note delivery can take longer for rural and remote locations, and during busy periods such as sales and public holidays.

Shipping costs

  • Free standard shipping on orders over $99
  • Standard and Express shipping rates are shown at checkout

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.

RETURNS

Do you accept returns?

We currently ship within Australia only.

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.

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.