Returns & Refunds Policy

Last updated: 5 October 2026

What's changed: this page was rewritten to be clearer and more complete, and 14-day change-of-mind returns were introduced.

At a glance

• HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks is the seller of record for products sold by us on JoyPicks, and handles returns, refunds and customer service.
• You can return most items for change of mind within 14 days of receiving them, then send them back within 14 days of telling us.
• Change-of-mind returns must be unused, with tags and original packaging, and the buyer pays return postage.
• Faulty, damaged, wrong or not as described items are covered at no cost to the buyer: repair, replacement or refund.
• Refunds are sent to the original payment method in the currency paid, usually within 14 days of receiving the item back or proof of postage where applicable.
• Once issued, refunds usually appear within 3-10 business days.
• Help: [email protected] or email us at [email protected], Monday to Friday, 9am-5pm Melbourne time, excluding Victorian public holidays.

This policy explains how returns, refunds and remedies work for orders placed on JoyPicks. HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks is the operator of JoyPicks, based in Melbourne, Victoria, Australia, and is the seller of record for products sold by us on JoyPicks. We handle customer service, delivery problems, returns and refunds.

JoyPicks is an international online fashion marketplace. Each store on JoyPicks groups the range of one of our supply partners, and orders are often sent directly to the buyer by that supply partner on behalf of HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks. The contract of sale is with HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks. 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 for that order, but our Buyer Protection will still apply. Today all products are sold by us.

If you need help, email [email protected] with your order number. Please use a clear subject line such as Return request, Faulty item, Refund request or Withdrawal so we can route your email quickly. You can also contact us through the details on our Contact Us page. We usually answer emails within one business day.

What can I return?

We accept:

• change-of-mind returns for most items, for every customer in every country, within the time limits below
• faulty, damaged, wrong or not as described items at no cost to the buyer

Some items are not returnable for change of mind for hygiene or customisation reasons. Those exceptions are listed below. They can still be covered if they are faulty, damaged, wrong or not as described.

How does the 14-day change-of-mind return work?

In addition to your rights for faulty items, we offer 14-day change-of-mind returns for every customer, in every country. For consumers in the EU, EEA, UK, Switzerland and Norway where applicable, this section is also intended to reflect the statutory right of withdrawal.

• You may tell us you want to return an item within 14 days of receiving it, without giving a reason.
• After telling us, you must send the item back within 14 days.
• The item must be unused, with tags and in its original packaging.
• You must email [email protected] to start the return and receive the correct return address and instructions.
• The buyer pays the return postage for change-of-mind returns. The return address we provide may be overseas.
• We refund the item price to the original payment method in the currency paid.
• Delivery on our orders is free, so there is usually no outbound delivery charge to refund.
• We may reduce the refund if the item has been handled or used more than necessary to check its nature, characteristics and functioning.

A clear email is enough to exercise your return right. You do not have to use a form, although consumers in the EU, EEA, UK, Switzerland and Norway may use a model withdrawal form if they wish.

When does the 14-day period start?

For most orders, the 14 days start on the day you, or someone you nominate, receive the item. For EU, EEA, UK, Swiss and Norwegian consumers, if one order is delivered in parts, the period runs from the day the last item of the order is received where the law says so.

What items are not returnable for change of mind?

These items cannot be returned for change of mind unless they are faulty, damaged, wrong or not as described:

• underwear, swimwear and lingerie whose hygiene seal has been removed after delivery
• pierced earrings
• items made to your specification or clearly personalised for you

How do I return an item?

1. Email us at [email protected] with your order number.
2. Tell us the reason for the return. If the item is faulty, damaged, wrong or not as described, include clear photos of the item, any defect or damage, and the packaging if relevant.
3. Wait for our instructions. Do not send the item back until we provide the correct return address and any return steps.
4. Pack the item securely and send it within the required time frame.
5. Keep proof of postage and tracking until the matter is resolved.

Different items or stores on JoyPicks may have different return addresses, and the return address may be local or overseas. This is because orders may be sent directly by the relevant supply partner on behalf of HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks.

What is refunded?

• Change of mind within 14 days
  What we do: Refund of the item price to the original payment method in the currency paid, once the return conditions are met
  Who pays return postage: Buyer
• Faulty item
  What we do: Repair, replacement or refund, depending on the issue and the law that applies
  Who pays return postage: We pay, reimburse reasonable postage, arrange collection, or tell you to keep the item where appropriate
• Damaged in transit
  What we do: Replacement or full refund
  Who pays return postage: We pay or no return required
• Wrong item sent
  What we do: Replacement or full refund
  Who pays return postage: We pay or no return required
• Item not as described
  What we do: Replacement or full refund, or another remedy required by law
  Who pays return postage: We pay or no return required

When will I get my refund?

• Tell us you want a change-of-mind return
  Time frame: Within 14 days of receiving the item
• Send the item back after telling us
  Time frame: Within 14 days
• We process the refund
  Time frame: Usually within 14 days of receiving the returned item or proof of postage, where applicable
• Refund appears in your account after issue
  Time frame: Usually 3-10 business days

Refunds are sent to the original payment method only, in the same currency used for the original payment. Refund amounts are the amounts paid in the order's currency. Any bank or payment provider conversion differences, foreign transaction fees or exchange-rate movements are outside our control.

We accept payment by Visa, Mastercard and American Express cards processed by Stripe, Apple Pay and Google Pay on supported devices via Stripe, and PayPal. We do not offer buy now, pay later or instalment services, and we do not accept bank transfer, cash, cheque, cryptocurrency or third-party gift cards. We never store full card numbers. Stripe is PCI DSS certified. Payment is taken when the order is placed.

What if my item is faulty, damaged, wrong or not as described?

If there is a problem with your item, contact us as soon as reasonably possible at [email protected] with your order number and, where helpful, photos. We will put things right at no cost to you.

Depending on the issue and the law that applies, the remedy may be a repair, replacement or refund. We may provide a prepaid return method, reimburse reasonable return postage, arrange collection, or in some cases tell you to keep or safely dispose of the item.

Damaged in transit

If your item arrives damaged in transit, please take photos as soon as possible and email them to [email protected] with your order number. Keep the packaging until the issue is resolved. We will offer a replacement or a full refund.

What are my statutory consumer rights?

Goods bought on JoyPicks come with guarantees and other rights that cannot be excluded under the consumer laws that apply to you. These rights apply in addition to this policy and are not limited by it. Depending on where you live, this may include, for example, the 2-year legal guarantee of conformity in the EU, rights under the UK Consumer Rights Act 2015, the Australian Consumer Law and New Zealand's Consumer Guarantees Act.

If you live in Australia, you also keep the rights you have under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy, our Terms of Service or any other policy excludes, restricts or changes rights that cannot lawfully be excluded.

What do these rights generally cover?

Products you buy must, among other things:

• be of acceptable quality, including being safe, durable and free from defects
• match the description on the product page and any photos or samples
• be fit for any purpose we told you they would be fit for, or that you made known before buying
• come with clear title and not be subject to undisclosed restrictions

What is a major failure?

A failure is major if, for example:

• you would not have bought the item if you had known about the problem
• the item is significantly different from its description, sample or photos
• the item is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time
• the item is unsafe

For a major failure, where the law gives you that choice, you may choose a refund or replacement, or in some cases keep the item and receive compensation for the drop in value.

What if the failure is minor?

If the problem is minor, we may choose to offer a repair, replacement or refund, unless the law in your country gives you a different remedy. If a repair or replacement is not provided within a reasonable time, you may be entitled to reject the item and receive a refund or replacement, or recover reasonable costs as allowed by law.

When might statutory rights not apply?

You may not be entitled to a remedy under consumer law if, for example, you simply changed your mind, you damaged or misused the item in a way that caused the problem, or you were clearly told about the fault before buying.

What applies to EU, EEA, UK, Swiss and Norwegian consumers?

For consumers in the EU, EEA, UK, Switzerland and Norway, the 14-day return period described above is also the statutory right of withdrawal where applicable. You may withdraw by email to [email protected], and we will confirm receipt by email.

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

What are the Buyer Protection claim windows?

Our Buyer Protection gives additional help if something goes wrong:

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

These claim windows do not reduce any rights you have under consumer law, which may continue beyond them.

Where can I find related information?

For shipping times, delivery coverage, separate parcels, duties and taxes, see our Shipping Policy. For payment methods, see Payments. For general help, see the Help Centre. You can also read more about us on our About Us page, our Terms of Service and our Privacy Policy.

How do I contact you?

HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks operates JoyPicks from Melbourne, Victoria, Australia. 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.

For returns, refunds, customer service, privacy, intellectual property or seller enquiries, email [email protected].

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract. A clear email to [email protected] works just as well.)

• To: HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks, Melbourne, Victoria, Australia, [email protected]
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
• Ordered on (*) / received on (*):
• Order number:
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date:

(*) Delete as appropriate.