Shipping
Shipping Rates
General
Allow 24 hrs before dispatch
Please allow up to 24 hours for order processing (Monday to Friday, CST). This processing time is in addition to shipping time and must be completed before your order is dispatched.
Example: If you select Express, add an additional day, so allow 3-4 working days for total delivery estimate.
Once the order is dispatched, tracking information will be sent via email.
All orders are shipped from our third-party logistics partner in MA.
Dispatch delays may occur during peak sale periods (e.g. Mother's Day, Sales, Black Friday), and all Federal and Texas State Public Holidays will affect dispatch times.
Changes to Order
Please take the time to check all order details are correct prior to payment.
Our office is based in Brisbane, Australia. Customer care operates during business hours Monday - Friday (AEST). Due to this timezone difference any order change requests can not be guaranteed.
For any enquiries please email: support@piyama.com.au
Shipping Protection
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
wedding deadlines
USA orders: We strongly suggest adding a 5 business day buffer to your chosen shipping method to allow for any unexpected delays.
REST OF WORLD orders: We strongly suggest adding a 10 business day buffer to your chosen shipping method to allow for any unexpected shipping/import delays.
International Shipments
International Import Taxes & Duty Charges
We partner with Passport for our international shipping and customs solutions.
For eligible destinations, duties and taxes are calculated and collected at checkout using Passport's Delivered Duty Paid (DDP) service, meaning your order arrives with no unexpected import charges upon delivery.
If you have any questions regarding international shipping or import charges, our team is always happy to help at support@piyama.com.au.
Canada
We partner with Passport for our international shipping and customs solutions.
For eligible destinations, duties and taxes are calculated and collected at checkout using Passport's Delivered Duty Paid (DDP) service, meaning your order arrives with no unexpected import charges upon delivery.
If you have any questions regarding international shipping or import charges, our team is always happy to help at support@piyama.com.au.
UK
We partner with Passport for our international shipping and customs solutions.
For eligible destinations, duties and taxes are calculated and collected at checkout using Passport's Delivered Duty Paid (DDP) service, meaning your order arrives with no unexpected import charges upon delivery.
If you have any questions regarding international shipping or import charges, our team is always happy to help at support@piyama.com.au.
Europe
We partner with Passport for our international shipping and customs solutions.
For eligible destinations, duties and taxes are calculated and collected at checkout using Passport's Delivered Duty Paid (DDP) service, meaning your order arrives with no unexpected import charges upon delivery.
If you have any questions regarding international shipping or import charges, our team is always happy to help at support@piyama.com.au.
Rest of World
We partner with Passport for our international shipping and customs solutions.
For eligible destinations, duties and taxes are calculated and collected at checkout using Passport's Delivered Duty Paid (DDP) service, meaning your order arrives with no unexpected import charges upon delivery.
If you have any questions regarding international shipping or import charges, our team is always happy to help at support@piyama.com.au.
Other Info
Order Tracking
You will receive a shipping confirmation email with your unique tracking number once your order has been dispatched. Click on the link to see your shipment updates.
You can also track your order via https://tracking.piyama.com/.
*Please check your spam folder if you cannot find your shipping email, or contact support@piyama.com.au.
Out of Stock
Many of our products are a part of our permanent collection. We recommend signing up to the restock notifications to be notified as soon as they are available to purchase.
If you require an out of stock item for a particular date or occasion, you are welcome to check restock ETA's by emailing support@piyama.com.au or submitting a contact form.
Please note ETA’s will always be approximate they are not guaranteed.
Returns
Lodge a return
General Information
Policy Overview
Returns
We accept returns within 30 days of your order being dispatched. All fees are in USD.
Return for a refund (USA only): $13.95 fee
Return for an exchange (USA only): $9.95 fee
Return for store credit (USA only): $6.95 fee
These fees are inclusive of the return shipping label and handling.
Please refer to the Return Conditions below for full details.
Sale Items
All items purchased from our Sale Collection are considered final sale and are not eligible for return, exchange or refund.
Coupon & Discount Codes
Orders placed using a coupon code or discount of 20% or more are not eligible for a refund.
Instead, eligible returns will receive 100% store credit.
Please refer to the Coupon Codes section below for further information.
Exchanges
We offer instant exchanges on the same style in a different size or colour for USA customers only.
Exchange orders are shipped via Standard Shipping (3–7 business days).
A $9.95 exchange fee applies, which contributes towards the cost of return shipping and handling.
Unfortunately, we do not currently offer exchanges for international customers.
Sale Items
All sale items are considered final sale.
We do not offer exchanges, returns or refunds on any items included in our SALE collection. These are final clearance.
Should the item be deemed faulty, a replacement item will be offered. Should the replacement item be unavailable, a store credit equal to 100% of the items value will be offered. Please email support@piyama.com.au if this applies.
Discounts / Coupon Codes
We do not offer refunds on any purchases made using a coupon code of 20% or greater.
Instead we offer 100% store credit. See below for details:
No coupon - refund or 100% store credit
10% coupon - refund or 100% store credit
15% coupon - refund or 100% store credit
20% coupon - 100% store credit only
Why is this?
We offer generous year-round bundle discounts on our store [via The Bridal Shop], and this policy is in place to ensure viability. The costs involved with returns is not sustainable to offer full refunds when such generous discounts are on offer. If you have any queries regarding this policy, don't hesitate to contact us.
International Returns
We offer returns for a refund or store credit (in line with our policy). No exchanges are available for international orders at this time.
For "Rest of World" returns, customers are responsible for arranging and covering the cost of their own return shipping. We suggest a tracked option for peace of mind.
We also charge an $6 USD handling fee for international returns.
Fabric
Fabrics
Our Preferred Fabrics
We endeavour to use natural fibres when designing our garments, which are highlighted below. These selections provide maximum breathability and softness, while acting gentler on the environment.
To read more about our fabrics please click here.
Rayon
Our signature soft, buttery Rayon has been a staple in our collection since the beginning. Rayon is a textile made from regenerated cellulose fibres, derived from wood pulp, known for its softness, draping qualities, and ability to mimic the texture of natural fibres like cotton and silk. We pre-shrink our rayon prior to cutting it.
Cotton
Our 100% Cotton is crafted solely from pure plant fibres renowned for their breathability, softness, comfort, and durability. We apply additional softener to our cotton during the washing process to enhance the buttery hand-feel.
Cotton Modal Blend
Cotton modal is a 50 / 50% composition, made from natural cotton fibres and sustainably sourced modal fibres. Modal is a type of textile made from cellulose fibres extracted from beech trees, prized for its softness, smooth texture, and moisture-wicking properties.
100% TENCEL™ LYOCELL
TENCEL™ is the trademarked name for the fibre Lyocell. Lyocell fibres are originally derived from wood pulp sourced from responsibly managed forests and are also biodegradable. Our 100% Lyocell is lightweight, breathable and buttery soft, making it an ideal fabric for our sleep garments.
LYOCELL LINEN
Lyocell Linen is a blend of 50% TENCEL™ Lyocell and 50% Cotton with a seamless linen dobby weave texture. Lightweight, breathable and soft against the skin. It’s a versatile fabric as the linen-look weight and texture can transport our garments from night to day.
Certifications, Quality & Care
Certifications
All the fabric we use has OEKO-TEX® STANDARD 100 Certification.
OEKO-TEX® is a globally recognized certification system for textiles that ensures they are tested for harmful substances and produced in environmentally friendly and socially responsible conditions. There are different types of OEKO-TEX® certifications, with STANDARD 100 being the most well-known—it guarantees that every component of a textile product (including threads, buttons, and coatings) has been tested for harmful chemicals.
LENZING™ STANDARD Certification refers to the sustainability and quality standards set by Lenzing AG, an Austrian company known for producing eco-friendly fibers like TENCEL™, LENZING™ ECOVERO™, and VEOCEL™. These certifications ensure that the fibers are derived from responsibly sourced wood and manufactured in an environmentally friendly process. Lenzing fibers are often OEKO-TEX® STANDARD 100 certified and can also meet FSC® (Forest Stewardship Council) and PEFC™ (Programme for the Endorsement of Forest Certification) standards for sustainable forestry.
Fabric Prints & Colours
Our fabrics are primarily printed using rotary machines - a traditional method that differs from digital printing (sometimes referred to as Screen Printing). Rotary printing involves cylindrical screens that continuously transfer patterns onto fabric, producing vibrant, long-lasting designs. As this is a manual process, a slight colour variation of up to 10% may occur between production runs. This natural characteristic is part of the artisanal printing process, which is proudly carried out across Indonesia - a region renowned for its textile craftsmanship and expertise.
Care Instructions
We have applied uniform washing instructions across all of our fabrics as they are all naturally derived fibres. We recommend the wash and care directions below to maintain your Piyama’s longevity.
Cold, Gentle, machine wash
We suggest to separate for first wash
If there is any trim / lace please use a lingerie wash bag
Hang dry in shade
Iron on cotton setting if required
Do not bleach or use fabric softener