Help Centre & FAQ

Last updated: 5 October 2026

At a glance

• Seller and operator: HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks, based in Melbourne, Victoria, Australia.
• Contact: [email protected] and +61 493 624 208 Monday to Friday, 9am-5pm Melbourne time (AEST/AEDT), excluding Victorian public holidays.
• Delivery: free to every country and territory we ship to; orders are usually dispatched within 1-5 business days and usually arrive within 7-20 business days of ordering.
• Returns: 14-day change-of-mind returns worldwide; buyer pays return postage for change-of-mind returns.
• Payments: Visa, Mastercard, American Express, Apple Pay, Google Pay and PayPal only. No buy now, pay later or instalments.
• Support: emails are usually answered within one business day.

Find quick answers to common questions below. If you cannot find what you need, contact HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks by email at [email protected] or by phone at +61 493 624 208 (within Australia: 0493 624 208). We are based in Melbourne, Victoria, Australia. International callers pay their own call charges.

This page is a summary only. For full details, please see our Terms of Service, Shipping Policy, Returns & Refunds Policy, Buyer Protection, Payment Methods & Security and Privacy Policy.

What's changed: these pages were rewritten on 5 October 2026 to be clearer and more complete, and 14-day change-of-mind returns were introduced.

Ordering

Who am I buying from?

Unless a listing clearly says it is sold by an independent seller, you are buying from HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks. JoyPicks is an international online fashion marketplace. Each store on JoyPicks groups the range of one of our supply partners, mainly clothing manufacturers and wholesalers in China, and your order is sent directly to you by that supply partner.

The contract of sale is with HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks. We handle customer service, delivery problems, returns and refunds. 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 still applies. Today all products are sold by us.

Can I buy from more than one store in a single order?

Yes. You can add items from different stores to your cart and pay once at checkout. Items from different stores are usually sent separately, so you may receive several parcels and separate tracking emails. Delivery is free to every country and territory we ship to.

What currencies do you use?

Prices on JoyPicks can be shown in your local currency, EUR or USD, depending on the option you choose in the Ship to / currency selector in the site header. The amount charged is the amount shown at checkout in that currency.

Your card issuer or payment provider may charge its own currency conversion or foreign transaction fees. Those fees are set by your payment provider, not by us.

Do prices include VAT, GST or sales tax?

It depends on the delivery country.

• 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.
• Canada: prices exclude tax; GST or HST is added at checkout according to the province.
• 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.

Can I change or cancel my order?

Yes, if it has not been dispatched yet. Email [email protected] with your order number as soon as possible. An order can be cancelled free of charge until it has been dispatched. After dispatch, it can no longer be cancelled, but you may still have return rights under our Returns & Refunds Policy.

If a price or product detail is obviously wrong, we may cancel the order before dispatch and refund it in full.

Delivery and tracking

Where do you deliver?

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

Delivery availability is shown at checkout. Multiple stores in one order usually means separate parcels.

How long will delivery take?

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. Delivery times are estimates, not guarantees.

How much does delivery cost?

Delivery is free to every country and territory we ship to, with no minimum spend.

For duties and taxes, see the answer above under Do prices include VAT, GST or sales tax? and our Shipping Policy.

How do I track my order?

We email tracking when your order is dispatched. If your order contains items from more than one store, each parcel may have its own tracking number.

My tracking has not updated for a while. What should I do?

International tracking can pause for several days while parcels are in transit, awaiting the next scan or passing through customs. If there has been no update for a long time, or the latest estimated delivery date has passed, email [email protected] with your order number. We will investigate with the carrier or supply partner.

My order has not arrived. What can I do?

If your order has not arrived 30 business days after ordering, or by the latest delivery estimate shown, contact us at [email protected]. We will investigate and, if the parcel is confirmed lost or cannot be delivered, we will send a replacement or give you a full refund.

You can also make an item not received claim under Buyer Protection from the latest estimated delivery date until 30 days after it.

What if my parcel arrives damaged?

If an item is damaged in transit, contact us at [email protected] with your order number and photos. We will arrange a replacement or a full refund at no cost to you.

Returns and refunds

Can I return something if I change my mind?

Yes. We offer a 14-day return period for every customer in every country. You may withdraw from the purchase without giving a reason within 14 days of receiving the item. To exercise this right, tell us by email at [email protected] within those 14 days. You then need to send the item back within 14 days of telling us.

The item must be unused, with tags and in its original packaging. 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 took from you, to the original payment method, in the currency paid, within 14 days of receiving the returned item or proof of postage. Delivery is currently free, so there is usually no outbound delivery charge to refund.

We may reduce the refund if the item has been used beyond what is needed to check it.

Are any items excluded from change-of-mind returns?

Yes. For hygiene or customisation reasons, these items are not returnable for change of mind:

• underwear, swimwear and lingerie with the hygiene seal removed after delivery;
• pierced earrings; and
• items made to the buyer's specification.

How do I start a return?

1. Email [email protected] within 14 days of receiving the item. Please include your order number and say whether the return is for change of mind or because something is wrong with the item.
2. We will reply with the correct return address and instructions. Do not send items back without instructions, as this can delay your refund or make the parcel hard to identify.
3. For change-of-mind returns, send the item back within 14 days of telling us.
4. After we receive the item, or proof that you posted it where the law allows us to wait for that, we process the refund to your original payment method.

My item is faulty, damaged, wrong or not as described. What are my rights?

These items are always covered at no cost to you. Email [email protected] with your order number, a description of the problem and photos if possible. We will provide a repair, replacement or refund, and we will either pay the return cost or tell you not to return the item.

Your statutory rights apply in addition to our policy. For example, this includes applicable rights under the 2-year legal guarantee of conformity in the EU, the UK Consumer Rights Act 2015, the Australian Consumer Law and New Zealand's Consumer Guarantees Act. Nothing in our policies limits those rights.

Where do I send a return?

Please email [email protected] first with your order number. We will give you the correct return address and instructions. The return address may be overseas.

How long do refunds take?

Refunds are sent to the original payment method. Once issued, they usually appear within 3-10 business days, depending on your bank, card provider or PayPal.

Refund amounts are the amounts paid in the order's currency. Bank or payment provider conversion differences are outside our control.

How long do I have to make a Buyer Protection claim?

The Buyer Protection claim windows are:

• Item not received: from the latest estimated delivery date until 30 days after it.
• Item not as described or faulty: within 30 days of delivery.

These claim windows do not limit any statutory rights that continue beyond them.

What if I live in the EU, EEA, UK, Switzerland or Norway?

For consumers in these countries, the 14-day return period above is also the statutory right of withdrawal where applicable. The 14 days are counted from the day you, or someone you name, receives the last item of the order. You may withdraw by email, and we will confirm receipt by email. A model withdrawal form may be used but is not required; it is printed on our Returns & Refunds Policy page.

Where the law allows, we may withhold the refund until we receive the goods or proof that they were sent. Refunds are made using the same payment method and currency used for the original order.

Payments

What payment methods can I use?

We accept:

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

We do not accept any other payment methods. In particular, we do not offer buy now, pay later or instalment services such as 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. See Payment Methods & Security.

Is it safe to pay on JoyPicks?

Yes. Card payments are processed by Stripe and PayPal payments are processed by PayPal. We never store your full card number, and Stripe is PCI DSS certified.

Your account and privacy

Do I need an account to buy?

Checkout requirements are shown during checkout. An account can help you view your orders, tracking and saved details in one place.

I forgot my password. How do I reset it?

Select Forgot password on the sign-in page and follow the reset link we email to you. JoyPicks will never ask you for your password by email.

How do I update my details or close my account?

You can update your details in your account settings where available. To close your account or make a privacy request, email [email protected] with the subject line Privacy request.

HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks is the data controller. We comply with the Australian Privacy Act, the EU GDPR and UK GDPR, and applicable US state privacy laws such as the CCPA/CPRA. Depending on the law that applies to you, you may have rights to access, rectify or correct, delete or erase, restrict processing, object to processing, data portability, and rights to know what personal information we collect, use and disclose. 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 or advertising, with consent where required. International transfers use appropriate safeguards such as standard contractual clauses where the law requires them. See our Privacy Policy and Cookie Policy.

Sellers

How do I become a seller on JoyPicks?

Email [email protected] with the subject line Seller enquiry and details about your business and products. See Sell on JoyPicks and the Seller Terms.

What cannot be sold on JoyPicks?

Some items are prohibited or restricted, including weapons, drugs, counterfeit goods, recalled products and products that do not meet the safety standards and legal requirements that apply in the destination market. See Prohibited & Restricted Items and Product Safety & Recalls.

How do I report a listing?

To report an unsafe product, email [email protected] with the subject line Product safety. To report a counterfeit or infringing listing, email [email protected] with the subject line IP complaint. See our Product Safety & Recalls and Intellectual Property & Counterfeit Reporting.

Reviews and languages

Are reviews genuine?

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

What if I am using a translated version of the site?

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

Other important questions

What happens if the site stops trading?

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

What law applies?

Our policies are governed by the law of Victoria, Australia, without taking away the mandatory consumer protections of your own country.

How can I contact customer support?

You can contact HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks by email at [email protected] or by phone at +61 493 624 208 (within Australia: 0493 624 208), Monday to Friday 9am-5pm Melbourne time (AEST/AEDT), excluding Victorian public holidays.

For faster help, please include your order number where relevant and use a clear subject line such as Order help, Return request, Privacy request, IP complaint or Seller enquiry. Emails are usually answered within one business day.

Need more help?

If you still need help, please contact HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks at [email protected] or +61 493 624 208, or see Contact Us. You can also learn more about us on About Us.