Customer Service

Delivery

"Free Express Shipping over $100" refers only to orders delivered within New Zealand.

Orders must be placed before 12.00pm NZST on a business day for next business day delivery. Any orders placed after this time will be sent the following business day.

All orders are sent via NZ Express Post and will arrive next business day if your delivery address falls within the NZ Post next day network. New Zealand customers should allow 3-5 business days.

Your goods are delivered by NZ Post and may require a signature on receipt. Therefore, we suggest a work address or P.O. Box if it is more convenient.

Orders can occasionally be delayed due to pending card authorisations or availability of stock; customers will be notified in the case of any such delay.

When shipping internationally, the recipient becomes the importer of the item and, as such, is liable for any local duties that may be charged. Papinelle cannot be held liable for any such tariffs and we are unable to alter our invoices for this purpose.

Delivery Cost & Times

New Zealand - Express

Orders $0-$99 $9.95 1-3 Business Days
Orders $100 + FREE 1-3 Business Days

International

AUSTRALIA STANDARD - A flat rate of $15.00 applies for orders. Please allow 3-5 days for delivery.

NORTH AMERICA - A flat rate of NZD $25.00 (approx $20 USD) applies. Please allow up to 7 working days for delivery.

ASIA/PACIFIC, UNITED KINGDOM, EUROPE- $25 delivery fee is applied. Please allow up to 14 working days, however, in most cases you should receive your stock within 7 working days.

REST OF WORLD - $40 delivery fee is applied. Please allow up to 20 working days, however, in most cases you should receive your stock within 10 working days.

Returns & Exchanges

Papinelle will replace or refund any unworn or undamaged item (excluding knickers) bought online within 30 days of purchase as long as the product is returned in its original condition, including its packaging. Delivery and handling charges on returns are not refundable for incorrect choice, and are to be returned to Papinelle either by post or instore at the customers cost.

We happily accept exchanges in any of our Papinelle boutiques. Simply visit a store with your receipt and your order and one of our team members will help you.

Post Returns, Exchanges or Refunds

For a refund or exchange via mail please complete the returns form in your online order or download it here and send the goods to the below address.

Papinelle Online Department

2 Teed Street

Newmarket 1023

Auckland

  • Ensure your return parcel is securely packaged and both sender's address and Papinelle return address are clearly displayed on the outside of the parcel. We recommend sending your return back by registered post as Papinelle will not be liable for any return parcels lost in transit.
  • When returning or exchanging a faulty, damaged or incorrectly described item, Papinelle will arrange return postage on your behalf or refund postage costs upon presentation of receipt/s. This is subject to inspection by Papinelle prior to sending goods back to us. Should you need further assistance regarding this process, please call customer service on (09) 523 0337.
  • Allow 10 business days from the day your parcel is delivered to our returns address for your return to be processed. You will receive an email once your return has been finalised.
  • Refunds will be processed using the original tender type. 

Security

This site uses Secure Sockets Layer (SSL) technology, the industry standard encryption. Your details are sent directly to the bank. We do not share these details with any third party, nor do we keep or store your card number. 

Papinelle complies with New Zealand security legislation.