Eye Mask - Aurora - Blue

CLICK HERE FOR CHRISTMAS DELIVERY INFO

Delayed Dispatch Times 20th Nov - 4th Dec 2023:

We are expecting delayed dispatch times during 20th November - 4th December. The processing delay will be 3-4 business days. Our 3rd party warehouse has advised of these delays during Black Friday sales. Please carefully consider this prior to ordering.  

Regular dispatch times

All orders are shipped out of a third party warehouse in QLD, Australia. All orders placed before 1pm AEST (Monday - Friday) will be dispatched same day (this can exclude peak season / busy sale periods). 

Please note any Queensland Public Holidays will affect dispatch times. Click here for more info. 

Timezone Consideration

International customers who are placing time-sensitive orders, please carefully consider timezone differences. We are based on Australian Eastern Standard Time (AEST). Some helpful insights:

California, USA: 17 hrs behind

Washington, DC, USA: 14 hrs behind

Texas, USA: 15 hrs behind

New York, USA: 14 hrs behind

Georgia, USA: 14 hrs behind

Toronto, CA: 14 hrs behind

Our Friday 1pm (AEST) dispatch cut-off should be considered as orders placed after this time won't be dispatched until the following Monday. 

Changes to Order

We'll do our best to accommodate your request, but please understand that once an order has been confirmed, modifications may not be possible. Reasons for this are customer service hours, and that our warehouse is third party. Please carefully check the details are correct before payment.

Order notes / gift card messages

As we partner with a third party warehouse, we are unable to adjust your orders to write personalised gift messages. Please consider this prior to ordering. 

Signature waiving (International customers)

We strongly advise against authorising a signature release on international deliveries. As soon as the signature is released, we or the courier are not liable for lost or stolen parcels; ie no claim can be pursued. Please carefully consider this before authorising a signature release, parcel theft is a serious issue. 

Wedding deadlines

To be safe we suggest ordering at least 2 weeks prior to your wedding. This will provide a safe buffer for any unexpected shipping delays. Custom orders require more lead time, please click here for more info.

International Import Taxes & Duty Charges

Australian orders are subject to 10% GST, included in the prices shown. 

International customers may be required to pay sales tax, duty and/or Customs fees depending on their country. These charges are the responsibility of the customer and are not included in the cost of the order or shipping charge. 

This information applies particularly to the UK and Canada. All shipments require an import fee in order to clear customs. 

We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to your country.

If import fees are refused and order is returned to sender, we will not offer a refund. If you have any questions or concerns regarding import taxes and customs duties, please contact our Customer Care team prior to placing your order.

USA

DHL Express - $20 USD {3-5 working days*}

DHL Express - Free over $300 USD

SLOW - AUST Post Standard Intl - $12 USD {8-12 working days*}

SLOW - AUST Post Standard Intl - Free over $200 USD

We do not cover any importation fees. Generally, shipments valued over US$800 are subject to duties and taxes in the US. Please refer to US customs for further info. No refunds or returns permitted on shipments with a refusal to pay import charges.

CANADA

DHL Express - $20 USD {3-5 working days*}

DHL Express - Free over $300 USD

SLOW - AUST Post Standard Intl - $12 USD {8-12 working days*}

SLOW - AUST Post Standard Intl - Free over $200 USD

We do not cover any importation fees. Canada has high import charges so please research and consider this prior to ordering. No refunds or returns permitted on shipments with a refusal to pay import charges. 

You can refer to this online tool (our product is made in Indonesia and shipped out of Australia) for a more accurate estimate: https://www.cbsa-asfc.gc.ca/travel-voyage/dte-acl/est-cal-eng.html

You can total the below rates to estimate your import charges (please be mindful different states in Canada have different tax rates): Duty - @ 18% + Tax - @ 12%. For further info please contact your customs office. 

ASIA

DHL Express Flat Rate = $15 USD

DHL Express Free shipping = over $200 USD

UAE

DHL Express Flat Rate = $20 USD

DHL Express Free shipping = over $300 USD

UK, IRELAND, EUROPE

DHL Express Flat Rate = $20 USD

DHL Express Free shipping = over $300 USD

We do not cover any importation fees. UK has import fees for shipments over £135 so please research and consider this prior to ordering. Your parcel will be shipped out of Australia. No refunds or returns permitted on shipments with a refusal to pay import charges. More info here: https://www.gov.uk/goods-sent-from-abroad/tax-and-duty

OTHER INFO

How do I track my DHL delivery?

DHL: https://www.dhl.com/au-en/home/tracking.html

How do I track my Aust Post Standard International delivery?

AUST Post: https://auspost.com.au/mypost/track/

You can also track via USPS who are the freight forwarders: https://tools.usps.com/go/TrackConfirmAction_input

If you encounter a mis-delivery please contact USPS with your tracking number to arrange a redelivery or collection from your local USPS centre. 

Out of stock?

If for any reason we are out of stock or unable to dispatch goods ordered, you will be contacted via the email you provided at the time of making your order to arrange 1 of the following -

• an agreed alternative item
• a refund
• a back order

Piyama does not accept responsibility for lost or stolen orders due to DHL signature waiving. 

CLICK HERE TO LODGE A RETURN

Please read the terms below before lodging your return. 

CHRISTMAS EXTENDED RETURN POLICY

Orders placed between 01.11.23 - 15.12.23 will be granted an extended return period. We will accept returns (delivered back to our Australian office) by Wednesday 31.01.24. Please ensure that the items being returned comply with our standard return policy guidelines below.

IMPORTANT INFO

• We do not cover return shipping costs. We only accept returns back to our Australian office and this can be costly. Please consider all info below prior to ordering.
• Recommendation: Bridal orders / bundle orders. If you are unfamiliar with our sizing, we strongly suggest to order 1 "test" size first before placing your main bundle order. This minimizes the need to return, as shipping costs are expensive. We are happy to extend the bundle discount to your original (test) order if you choose this option. Please email admin@piyama.com.au with your 2 order numbers to arrange. 

Returns

Policy

Our policy lasts 30 days. If 30 days have gone by since the dispatch date of your purchase, unfortunately we cannot accept a return. To be eligible for a return, your item must be unused / unwashed, with tags still attached, and in original condition. It must also be in the original packaging. The customer is responsible for return postage costs to Australia. 

Once the return is received into our office, please allow 3 working days for processing. If you have any queries please contact admin@piyama.com.au. 

Full Priced Items

We do offer returns / refunds on purchases that were made on full priced items. Customer is responsible for return shipping costs to Australia, and refunds will be minus shipping paid originally. 

Coupon Codes

We do not offer refunds on any purchases made using a coupon code of 20% or greater. Instead we offer 110% store credit. See below for details:

No coupon - refund or 110% store credit

10% coupon - refund or 110% store credit

15% coupon - refund or 110% store credit

20% + coupon - 110% store credit only

Bridal Orders - Test Order for sizing first

We strongly encourage a "test" order prior to ordering a bridesmaid bundle. Particularly if its your first order with us and you are unsure about sizing. This will help avoid needing to return a bulk bridal order back to Australia, which is very costly. 

Sale Items

We do not offer exchanges / returns / refunds on any SALE ITEMS. These are final clearance. 

Return Shipping Costs (USA only)

There are 2 shipping options for our US customers when returning.

1) USPS - Create, pay and print a label via our returns platform, and take advantage of the nationwide drop-off locations (includes tracking). Pricing below:

2) ARRANGE & PAY OWN SHIPPING METHOD - We strongly suggest tracked international.  

If you have any queries please contact admin@piyama.com.au. 

Exchanges

We do not offer exchanges. We can only accept a return to our Australian office for a refund or 110% store credit (to re-order via website), if the terms above are met. The reason for this is we partner with a third-party warehouse who handles our inventory and shipping. 

Other info

Recommendation - Bridal Party Orders

This recommendation is for those who are ordering for their bridal party / a bundle. If you are unsure on sizes, we do suggest to order 1 "test" size first before placing your main order. This reduces return shipping costs as it can get expensive when you are returning multiple items.  

Refunds

Please note refunds can only be processed back to the original payment method. Please allow 3-5 days for the refund to appear back in your account.

If you have any queries relating to our policy please don't hesitate to reach out to admin@piyama.com.au to discuss prior to ordering.