Frequently Asked Questions
Shipping
All orders are processed within 24-48 hours after purchasing. Excludes pre-orders.
We do not ship during the weekend or Victoria public holidays. Some exceptions may apply during promotional and busy holidays and restock periods.
We are currently only shipping within Australia and selected items to New Zealand. For international inquiries - we may be able to send you home decor items, please contact us at hello@paolaandjoy.com
All goods are shipped from our warehouse in Melbourne, Australia.
Australia
Orders over $100 - FREE* Standard Delivery
Orders $99 and under - $12 Flat Rate Standard Delivery
*Free Standard Delivery applies to smaller items. Bulky items (i.e Table Lamp) may incur extra charges. A shipping estimate will be quoted at checkout based on your location and order quantity.
Due to the bulkiness of our parcels, we can only deliver Express Post on a quotation basis. Please get in touch with us at hello@paolaandjoy.com with your order requirements and address so we can provide you with a quote.
New Zealand
$20 Flat Rate Shipping to New Zealand. Excludes Bulky Items (i.e Table Lamp - calculated at checkout)
Australia
VIC: 1 - 4 business days
NSW: 2 - 5 business days
ACT: 2 - 5 business days
QLD: 3 - 8 business days
WA: 7 - 12 business days
SA: 4 - 8 business days
NT: 9 - 12 business days
TAS: 7 - 12 business days
Please note: Above transit times are estimates only from the moment your order has been marked shipped.
Some transit delays may occur which is out of our control.
New Zealand
Up to 3 weeks - due to flight limitations to NZ there may be some delays
Due to our dispatching processes, once an order is confirmed, there is no guarantee for cancellation.
Please email us asap to request to change your address. If your order hasn't shipped we may be able to change it but there are no guarantees once an order has been placed, processed and/or dispatched
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
International customers (outside of Australia) are responsible for all import duties, customs, and local taxes charged by your country. We are unable to advise the amount of these fees and we recommend for you to contact your country's customs office for respective charges and rates on a package coming outside of your country. Paola And Joy will not be held liable or responsible for the custom delays, duties or taxes that may apply.
If parcels are returned to us due to failure to comply with duties, customs and local taxes charged by your country, a 15% restocking fee, the return cost (same value as the original shipping cost) and the original shipping will be deducted from the refund.
Returns
It is very important to us that you love your new Paola And Joy home decor but if for any reason you are unhappy with your purchase, we will happily provide you with a STORE CREDIT (excluding shipping).
All return enquiries are to be made within 20 days of receiving your items and are only valid on full priced items. Any enquiries made after this date will not be accepted.
During Christmas and the Holiday season, we will offer an extended returns window. Please make all return enquiries as soon as possible during this period.
Due to the nature of ceramics and natural linen, please expect that the finish, colour, marks, texture, specs and ceramic lines may vary. This is not a fault and it is a result of the natural firing, glazing process or the weaving of linen. This is a showcase of individuality of each item. For some items, these are intentional. Other items that have some manufacturing variation are not considered faulty.
All Paola And Joy pieces are thoroughly inspected and quality controlled to ensure our high-quality standards are adhered to. We do not consider natural colour variances, ceramic specks, mould lines as faulty.
- Items may be returned within 20 days of your parcel being delivered and may only be returned if its in 100% original condition with tags.
- All returns must be in full original packaging. Any missing protective packaging upon return may be subject to your return being denied or additional handling fee (deducted from your store credit).
- No returns or exchanges on goods purchased on Final Sale unless faulty.
- No returns or exchanges on goods purchased labeled with SAMPLE.
- Any returns are at your cost and the original shipping cost will not be refunded.
Please do not use the actual packaging as a postage box - this will void your exchange. We recommend you use the original shipping box we used to post your items. Please do not send a return without contacting us as this may displace your return and a store credit will not be provided
Once we have processed your return, the parcel will be inspected to ensure it's in its original condition. We aim to provide your store credit within 10 days of receiving your return.
To complete your return, we require an order number.
Please email hello@paolaandjoy.com to begin the return process.
Unfortunately, we are unable to accept any returns or exchanges on gifts that you have received during promotions. All gifts distributed during promotional periods are considered final and cannot be swapped for different items. If you decide to return an order made during a promotion, and as a result, your order no longer meets the minimum spending requirement for the free gift, you must also return the gift in its original, unused condition. Failure to return the free gift will result in the deduction of its retail value from your credit.
A few more things you should know
If you receive a damaged parcel, we understand your frustration and we're here to help. To ensure a smooth resolution process, we kindly ask that you follow these steps within 48 hours of receiving the parcel:
- Document the Damage: Take clear and detailed photos of both the damaged items and the external packaging. These images will serve as important evidence when filing a claim with the courier.
- Contact Us: Reach out to our customer support team as soon as possible. You can do this by replying to the order confirmation email or by using the contact information provided on our website. Provide your order number and attach the images of the damage you captured.
- Swift Resolution: Our team will review the information and images you provide. We have a limited timeframe to file a claim with the courier, so reaching out within 48 hours is crucial. We will work diligently to find the best possible solution for you, which may include sending a replacement, offering a refund (if the item is unable to be replaced), or taking other appropriate actions.
We value your satisfaction and will make every effort to resolve the situation promptly. Your cooperation in promptly reporting any damage you receive is vital in helping us provide you with the best possible service. Thank you for your understanding and cooperation.
All items are inspected before they get to you. If in the rare case, your parcel arrives damaged, please contact us immediately at hello@paolaandjoy.com within 48 hours, so we can find a solution for you. Any enquiries after this timeframe can no longer be claimed under damages.
Information required:
Order Number
Date of Purchase
Include images of the damaged box and damaged item/s
In the event that you receive a damaged item and we are unable to exchange that item for you, we will refund you. Refunds will be processed via your original payment method. Please allow 3-10 working days after we receive that item for your refund to appear in your account.
Due to the nature of ceramics and natural linen, please expect that the finish, colour, marks, texture, specs and ceramic lines may vary. This is not a fault and it is a result of the natural firing, glazing process or the weaving of linen. This is a showcase of individuality of each item. For some items, these are intentional. Other items that have some manufacturing variation are not considered faulty.
In the event that you are not home to receive your parcel, you may receive a Card to Call / SMS / Email from the courier directly to redirect or collect your package from the courier. It is the responsibility of the buyer to re-organise shipping with the delivery company.
Please ensure to contact the courier immediately to ensure your parcel is not returned to us.
If your parcel is returned to us, we will contact you and you have the option to receive a refund (minus shipping costs including those who received a free shipping promotion, plus the return cost and will be charged a 15% restocking fee) or we will re-deliver it to you at an additional shipping cost.
If the item is marked as pre-order, it is not in stock and any other items placed with pre-order items will be shipped together when it's readily available.
An anticipated arrival date will be listed on the product description. We endeavour to follow these dates however these dates are subject to change if unexpected delays occur.
By placing a pre-order, you understand that the estimated date of delivery cannot be guaranteed.
Pre-orders cannot be cancelled. However if you have changed your mind, we can offer you a store credit.
Items ordered with pre-orders will be shipped altogether when pre-order goods arrive. If you do not want to wait, please do not place a pre-order item with an in-stock item.
Don't worry, here's what you'll need to do:
Verify that your current mailing address is the same address on the original order. You should be able to find your order confirmation in your emails.
Please check with other members of your household to see if anyone may have put your parcel to one side and simply forgotten about it. This happens frequently!
You could also check with your neighbours as they are often asked to take in parcels, particularly if there is no safe place to leave it or if it is raining.
If you live in an apartment complex, please contact your rental office to see if they are holding your package there.
Some packages won’t fit in your mailbox so carriers will often leave packages at a manager’s office for safekeeping.
Please check if you have received a calling card, as this will indicate if your delivery was unsuccessful, or if your parcel has been taken to a collection point for pick up. You may also be sent an SMS or email directly from the carrier to arrange a re-delivery or pick up.
If you still haven't found your parcel, contact the courier service directly as soon as possible and contact us on hello@paolaandjoy.com immediately after so we may also lodge an investigation and possibly file a claim.
Unfortunately, we have a very short timeframe to lodge an investigation and file a claim so you must reach out within 3 days from the date your tracking was marked 'Delivered'. Any claims after this date, we would not be able to send a replacement or provide a refund.
We currently welcome brick and mortar stores to be stockists. Please click here to sign up.
Yes! We welcome interiors designers, property stylists, events organisers, florists, architects etc. This program is for those intending not to on-sell our products.
To sign up, click here
We do require that you have an ABN and may confirm that your business are involved with projects in the industry via your website or social media.
Due to the way some of our products are packaged where 1 item may be packaged in 1 box. Orders containing multiple items or boxes may get separated during transit and may be delivered separately.
This is the fastest way to get your items to you. The rest of your items will have individual tracking and will usually show up within a few days from receiving your first item.
We know this can be inconvenient and frustrating for you, but please bear with us, as it helps everyone get their items as quickly as possible.
Can't find what you're looking for?
Feel free to contact us here
