Refund policy

Returns

It is very important to us that you love your new Paola And Joy home decor, but if for any reason you change your mind about your purchase, we will happily provide you with a STORE CREDIT (excluding shipping).

All return enquiries must be made within 20 days of receiving your items and are only valid on full priced items. Items purchased during our sale period cannot be returned or exchanged for change of mind. Enquiries made after this time will not be accepted.

During Christmas and the holiday season, we offer an extended returns window. Please make all return enquiries as soon as possible during this period.

All Paola And Joy pieces are thoroughly inspected and quality controlled to ensure our high-quality standards are met. We do not consider natural colour variances, ceramic specks or mould lines as faulty.

  • Items may be returned within 20 days of your parcel being delivered, and only if they are in 100% original condition with tags.
  • All returns must be in full original packaging. Missing protective packaging may result in your return being declined or a handling fee being deducted from your store credit.
  • No change-of-mind returns or exchanges on goods purchased on Final Sale.
  • No change-of-mind returns or exchanges on goods labelled SAMPLE.
  • Change-of-mind returns are at your cost, and the original shipping cost will not be refunded.

Please do not use the product packaging as a postage box, as this will void your exchange. We recommend using the original shipping box we sent your items in. Please do not send a return without contacting us first, as this may cause your return to be misplaced and a store credit will not be provided.

Once we receive your return, the parcel will be inspected to make sure it is in its original condition. We aim to provide your store credit within 10 days of receiving your return.

Due to the natural materials in our products, the finish, colour, marks, texture, specks and ceramic lines may vary. This is not a fault; it is a result of the natural firing and glazing process, or the weaving of linen or raffia, and showcases the individuality of each piece. For some items, these are intentional. Manufacturing variations of this kind are not considered faulty.

International Returns (USA & Canada)

We accept change-of-mind returns from the USA and Canada for a store credit under the same conditions above. Please contact us before sending anything back.

  • Return shipping to our Melbourne warehouse is at your cost and must be sent with tracking.
  • Store credit is issued in the currency you paid in.
  • Duties and import taxes paid at checkout are not refundable on change-of-mind returns.
  • Restocking fee is charged at 15% and will be deducted from your store credit.

Faulty Items and Your Rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If your item has a major fault, you can choose a refund or a replacement. For a minor fault, we will repair or replace the item, or offer a refund. Faulty items are not limited to store credit. This policy does not affect your rights under the Australian Consumer Law or the consumer laws of your country.

Damages

If you receive a damaged parcel, we understand your frustration and we're here to help. To ensure a smooth resolution, please follow these steps within 48 hours of receiving your parcel:

  1. Document the damage: Take clear, detailed photos of both the damaged items and the external packaging. These images are important evidence when filing a claim with the courier.
  2. Contact us: Reach out to our customer support team as soon as possible by replying to your order confirmation email or using the contact details on our website. Include your order number and the photos of the damage.
  3. Resolution: Our team will review your information and photos. We have a limited timeframe to file a claim with the courier, so contacting us within 48 hours is important. We will then arrange a replacement or a refund.

We value your satisfaction and will make every effort to resolve the situation promptly. Thank you for your understanding and cooperation.

Pre-Order Information

If an item is marked as pre-order, it is not yet in stock. Any other items ordered with a pre-order item will be shipped together when the pre-order item arrives.

An estimated arrival date is listed in the product description. We do our best to meet these dates, but they may change if unexpected delays occur, and the estimated delivery date cannot be guaranteed.

Pre-orders cannot be cancelled for change of mind; however, we can offer you a store credit. 

If you do not want to wait, please do not order a pre-order item together with an in-stock item.

Refusing Delivery, Not Collecting Delivery or Return to Sender

If you are not home to receive your parcel, you may receive a card, SMS or email from the courier asking you to redirect or collect your package. It is the buyer's responsibility to rearrange delivery with the courier.

Please contact the courier immediately to make sure your parcel is not returned to us.

If your parcel is returned to us, we will contact you. You can choose a refund (minus the original shipping cost, including orders that received free shipping, plus the return cost and a 15% restocking fee) or we can re-deliver it to you at an additional shipping cost.

See more Frequently Asked Questions here