Refund policy
Refund Policy
We offer a 30-day return policy. You have 30 days after receiving your order to request a return.
To be eligible, items must be:
· In original condition — unworn/unused, with tags (if applicable), and in original packaging
For hygiene and safety reasons, shapewear can only be returned if unworn, in original condition, and with the hygiene seal intact.
· Shoes must be tried on indoors only and show no signs of wear (e.g. sole dirt or scuffing)
· Returned with proof of purchase included in the package
Shoes should be returned in their original box (if supplied) and packed securely in an outer shipping bag or box.
Return Shipping
Customers are responsible for return shipping costs. Returns must be sent to our fulfillment partner’s warehouse, which may be located outside of Australia or New Zealand. Shipping fees vary depending on your location and the item.
To start a return, email team@papaya-playa.com. If your return is approved, we’ll send you the return address and instructions. Please do not send items back without contacting us first — unauthorized returns may not be processed.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us right away so we can make it right.
Non-Returnable Items
· Custom or personalized items
· Personal care products
· Sale items discounted more than 25%
· Free promotional items
Exchanges
The fastest way to get what you need is to request a return and place a new order after the return is approved.
Refunds
Once your return is received and inspected, we’ll notify you of the refund decision. If approved, your refund will be issued to your original payment method. Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider.
Your Consumer Rights
Nothing in this policy affects your rights under the Australian Consumer Law. If a product is faulty, not as described, or fails to meet consumer guarantees, you may be entitled to a repair, replacement, or refund at our cost.
