Shipping

Customer Care

How It Works

All Piyama orders are shipped with tracking so you can follow your delivery every step of the way. For extra peace of mind, we offer optional shipping protection at checkout for a small fee. This covers your parcel against loss, theft, or damage during transit.

What's Covered

Shipping protection covers shipments that are:

  • Lost in transit
  • Stolen after dispatch
  • Damaged during delivery

What's Not Covered

Shipping protection does not cover: 

  • Delays caused by customs, weather events, or courier backlogs
  • Incorrect or incomplete shipping addresses entered at checkout
  • Packages marked "delivered" where theft cannot be reasonably proven

What If Your Package Is Lost or Stolen?

1. If You Selected Shipping Protection

You're covered!
If your order is lost, stolen, or arrives damaged, we’ll help you file a claim and make things right. To begin a claim, simply email our team at support@piyama.com.au

Please note: For lost or stolen packages, we kindly ask you to wait 30 days before submitting a claim, as your parcel may still be in transit.

2. If You Did Not Select Shipping Protection

Without shipping protection, Piyama cannot be held liable for lost or stolen parcels.
In this case, you’ll need to file a claim directly with the shipping carrier.

Most couriers offer limited coverage (usually up to $100 or less), so we strongly recommend adding protection at checkout.

FAQs

How do I file a claim? 

You can file a claim directly by contacting us at support@piyama.com.au

Will I receive a replacement or reimbursement if my claim is approved?

You have the option to choose between receiving a replacement or a reimbursement in the form of store credit for your purchase. No refunds accepted. 

What proof do I need? 

For damaged items, please include photos of the item and packaging. For lost or stolen parcels, we will require supporting courier documentation.

What are the filing time frames? 

You have up to 60 days from the shipment date to file a claim.

  • Lost Shipments: Please wait 30 days from the shipment date before filing a claim to ensure the package is not simply delayed.
  • Damaged Shipments: Claims can be filed immediately.

Rest of World

International Priority DDP [6-14 days] - Rate calculated at checkout

We offer a Delivery Duty Paid (DDP) service, which collects import duties and taxes upfront. This allows for a smoother customs clearance and faster delivery. We partner with PassPort Shipping to guarantee a more reliable and transparent cross-border service.

Import duties and taxes will be calculated on the checkout page based on location, quantity and order value. A breakdown of all fee's (shipping, duties and taxes) will be shown on the checkout page.

A Few Important Notes

  • Shipping protection must be selected at checkout to be valid
  • If not selected, you assume responsibility for resolving delivery issues with the courier
  • Our liability is limited to the value of the items protected
  • This policy is governed by the laws of Australia, and any disputes will be handled under Australian jurisdiction

For any order concerns, reach out to us anytime at support@piyama.com.au – we’re here to help.