Contact Us

Last updated: 5 October 2026

At a glance

• Operator and seller: HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks, Melbourne, Victoria, Australia
• Email: [email protected]
• Phone: +61 493 624 208 (within Australia: 0493 624 208)
• Hours: Monday to Friday, 9am-5pm Melbourne time (AEST/AEDT), excluding Victorian public holidays
• Email response time: usually within one business day
• Quick help: Help Centre, Shipping Policy, Returns Policy, Payments, Buyer Protection

How can I contact JoyPicks?

JoyPicks is operated by HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks, based in Melbourne, Victoria, Australia. We are the seller of record for all products currently sold on JoyPicks. We handle customer service, delivery problems, returns, refunds, privacy requests, intellectual property reports, product safety reports and seller enquiries.

You can contact us by email at [email protected] or by phone at +61 493 624 208 (within Australia: 0493 624 208).

Our customer service hours are Monday to Friday, 9am-5pm Melbourne time (AEST/AEDT), excluding Victorian public holidays. International callers pay their own call charges.

You can email us at any time. We usually answer emails within one business day. Messages received outside business hours are handled on the next business day.

What should I contact you about?

Please use [email protected] for all enquiries. Adding a clear subject line helps us route your message faster.

• Order help - order status, tracking, delivery delays, damaged parcels
• Cancel order - cancellation requests before dispatch
• Return request - change-of-mind returns, faulty items, wrong items
• Payment question - card, PayPal, Apple Pay or Google Pay questions
• Buyer Protection claim - item not received or item not as described
• Seller enquiry - selling on JoyPicks
• Privacy request - access, correction, deletion, restriction, portability, objection or complaints
• IP complaint - trade mark, copyright or counterfeit reports
• Product safety - unsafe product or recall reports
• Review enquiry - questions or concerns about a review

How do I get help with an order?

If you need help with an order, please email [email protected] with the subject Order help and include:

• your order number
• the email address used for the order
• a short description of the issue
• photos, if the item is damaged, faulty or not as described

JoyPicks is an international online fashion marketplace. The stores on JoyPicks group the ranges of our supply partners, mainly clothing manufacturers and wholesalers in China. Orders are sent directly to you by the relevant supply partner, but the contract of sale is with HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks. We handle all customer service, delivery problems, returns and refunds.

Can I cancel my order?

Yes. You can cancel an order free of charge until it has been dispatched. Please email [email protected] with the subject Cancel order and your order number as soon as possible.

After dispatch, an order can no longer be cancelled. If a price or product detail is obviously wrong, we may cancel the order and refund it in full before dispatch.

Where do you deliver, and how long does delivery take?

We deliver to 222 countries and territories shown in the site's Ship to list. We do not deliver to mainland China, Hong Kong, Macau, Taiwan, Russia, Belarus, North Korea, Iran, Syria or Cuba.

Delivery is free to every country we ship to, with no minimum spend. Orders are usually dispatched within 1-5 business days and usually arrive within 7-20 business days of ordering. Remote destinations can take longer, and customs checks, public holidays and peak periods can add time. These are estimates, not guarantees.

Tracking is emailed when your order is dispatched. If your order includes items from multiple stores, they may arrive in separate parcels.

For full delivery details, see our Shipping Policy.

What if my order is late, lost or damaged?

If your item has not arrived 30 business days after ordering, or by the latest estimate shown, contact us at [email protected]. We will investigate and send a replacement or give a full refund.

If an item is damaged in transit, we will provide a replacement or a full refund.

See Buyer Protection for claim windows and full details.

How do returns and refunds work?

We offer 14-day returns for every customer, in every country. You may withdraw from the purchase without giving a reason within 14 days of receiving the item. Tell us by email within those 14 days, then send the item back within 14 days of telling us, unused, with tags and original packaging.

For change-of-mind returns, the buyer pays the return postage to the return address we provide, which may be overseas. We refund the item price, and any delivery charge we collected, to the original payment method, in the currency paid, within 14 days of receiving the item or proof of postage. As delivery is free, there is usually no delivery charge to refund. Once issued, refunds usually appear within 3-10 business days.

We may reduce the refund for a change-of-mind return if the item has been used beyond what is needed to check it.

Faulty, damaged, wrong or not as described items are always covered at no cost to the buyer. We will arrange a repair, replacement or refund, and we pay the return cost or let you keep the item where appropriate.

Some items are not returnable for change of mind, including underwear, swimwear and lingerie whose hygiene seal has been removed after delivery, pierced earrings, and items made to the buyer's specification.

For full details, including the model withdrawal form for EU, UK, Swiss and Norwegian consumers, see our Returns Policy.

What payment methods do you accept?

We accept:

• Visa, Mastercard and American Express cards, processed by Stripe
• Apple Pay and Google Pay on supported devices, via Stripe
• PayPal

We do not offer buy now, pay later or instalment services. This means no Afterpay, Zip, Klarna, Humm, Latitude, PayPal Pay in 4 or PayPal Credit. We also do not accept bank transfer, cash, cheque, cryptocurrency or third-party gift cards.

Payment is taken when the order is placed. We never store full card numbers, and Stripe is PCI DSS certified. Refunds are sent back to the original payment method and usually appear within 3-10 business days after we issue them.

For more information, see Payments.

How do prices, currencies, taxes and duties work?

Prices on JoyPicks can be shown in your local currency, EUR or USD, depending on the Ship to / currency setting in the header. The amount charged is the amount shown at checkout in that currency. Your card issuer may charge its own currency conversion or foreign transaction fees.

The site is available in 33 languages. If a translation of a policy differs from the English version, the English version applies to the extent the law allows.

For the European Union, United Kingdom, Switzerland, Norway, Australia, New Zealand, Singapore, Japan, South Korea, Malaysia, United Arab Emirates, Saudi Arabia, Israel, South Africa, Brazil, Mexico and Chile, prices include VAT, GST or the equivalent sales tax, shown at checkout.

For Canada, prices exclude tax and GST/HST is added at checkout according to the province.

For the United States and all other countries, we do not charge sales tax or VAT. Your country's customs may charge import duties, taxes or handling fees on delivery, and these are the buyer's responsibility.

If a carrier asks you to pay VAT or GST again on an order where it was included in the price, contact us before paying.

How do I contact you about privacy?

Email [email protected] with the subject Privacy request.

HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks is the data controller for personal information collected through JoyPicks. We comply with the Australian Privacy Act, the EU GDPR, the UK GDPR and relevant US state privacy laws such as the CCPA/CPRA.

You can contact us about access, correction, deletion, restriction, portability, objection, marketing consent, cookies or privacy complaints, where applicable. We do not sell personal information or share it for cross-context behavioural advertising in a way that requires an opt-out.

To fulfil orders, we disclose your name, delivery address, phone number and order details to the supply partner sending the item, mainly in China. We also use service providers including Stripe, PayPal, our hosting and email providers in Australia, Cloudflare and Google for analytics and advertising, with consent where required. International transfers use appropriate safeguards, including standard contractual clauses where the law requires them.

For more information, see our Privacy Policy and Cookie Policy.

How do I report intellectual property concerns or counterfeit products?

Email [email protected] with the subject IP complaint.

Rights owners can report listings that may infringe trade marks, copyright or other intellectual property rights, or that may involve counterfeit goods. Please include the listing link, your rights details and an explanation of the complaint.

See our Intellectual Property Policy.

How do I report an unsafe product?

Email [email protected] with the subject Product safety.

If you think a product on JoyPicks is unsafe or has been recalled, please send us the listing link and details. If someone has been injured, seek medical help first.

See Product Safety and Prohibited Items.

How do seller enquiries work?

Email [email protected] with the subject Seller enquiry.

For questions about selling on JoyPicks, applying to become a seller or managing your seller account, please contact us by email. See Sell on JoyPicks and Seller Terms for more information.

If a listing is ever sold by an independent seller, that seller will be named on the listing and will be the seller of record. Our Buyer Protection will still apply. Today all products are sold by us.

How do you handle reviews?

Email [email protected] with the subject Review enquiry if you have a question about a review or want to report a review concern.

We do not publish fake, paid or incentivised reviews, and we do not edit reviews to change their meaning. See our Review Guidelines.

Company details

• Operator and seller: HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks
• Location: Melbourne, Victoria, Australia
• Email: [email protected]
• Phone: +61 493 624 208 (within Australia: 0493 624 208)
• Website: joypicks.com

If JoyPicks ever stops trading, HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks remains responsible for orders already placed, refunds and claims.

You can also read more on About Us and our legal terms in our Terms of Service.

Stay safe

JoyPicks will never ask for your password, full card number or card security code by email, phone or message. If you receive a suspicious message claiming to be from JoyPicks, do not click any links. Forward it to [email protected].