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 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. Items purchased during our sale period cannot be returned or exchanged. 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.
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.
Due to the nature of natural materials in our products, 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, the weaving of linen or raffia. 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.
Damages
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.
Pre-Order Information
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.
Refusing Delivery, Not Collecting Delivery or Return to Sender
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.
