Frequently Asked Questions

Shipping

All orders are processed within 24-48 hours after purchasing. 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 New Zealand. For international inquiries, 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 - 5 business days

NSW: 2 - 5 business days

ACT: 2 - 5 business days

QLD: 3 - 8 business days

WA: 7 - 12 business days

SA: 5 - 8 business days

NT: 9 - 12 business days

TAS: 7 - 12 business days

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 it has been processed and 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.

Returns

You may return any full priced items for a refund within 10 days of receiving your order. 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.

Items that are eligible for returns are:

1. Item(s) have to be initiated for return and placed in the post within 10 days of the delivery/receiving of order.

2. Item(s) were not marked “Sale” or “Non-Returnable” at the time of purchase, unless faulty.

3. Item(s) must be in the original packaging, which must be in original condition. Including any protective packaging and product box(es).

4. Item(s) purchased in full price.

All returns must be in full original packaging. Any missing tags, sleeves, protective packaging upon return may be subject to your return being denied. 

No refunds or exchanges on goods purchased on Sale or purchased with promotional codes and sale periods unless faulty.

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 (applies to selected home decors) this will void your exchange as non-refundable. 

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 refund 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 refund you within 3-10 days of receiving the returned item.

To complete your return, we require an order number.

Please email hello@paolaandjoy.com to begin the return process.

A few more things you should know

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, 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 or glazing process of our pieces and 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 to redirect or collect your package from the courier. In some cases, you have 7 days to collect your parcel. It is the responsibility of the buyer to re-organise shipping with the delivery company. 

If your parcel is returned to us, we will contact you and you have the option to receive a refund (excluding shipping costs including those who received a free shipping promotion) 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 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. 

You sure can. Our website accepts payments from Afterpay and Zip Pay where you can purchase your items with no interest.

If you do not have an account with these merchants, you can click below to sign up:

Afterpay

Zip Pay

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.

Can't find what you're looking for?

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