Reviews & Community Guidelines

Last updated: 5 October 2026

At a glance

• JoyPicks is operated by HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks, based in Melbourne, Victoria, Australia.
• Contact us about reviews, ratings, questions, answers or messages at [email protected], Monday to Friday 9am-5pm Melbourne time, excluding Victorian public holidays.
• We do not create, buy, sell, pay for or knowingly publish fake, paid or incentivised reviews.
• We do not edit reviews to change their meaning and we do not remove reviews just because they are negative.
• Product and seller reviews may only be left by buyers who purchased through JoyPicks.
• Today all products on JoyPicks are sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks. If an independent seller is ever the seller of record, it will be named on the listing.

About reviews on JoyPicks. We are introducing product and seller reviews, and product questions and answers, on JoyPicks. These guidelines explain the rules that apply to that content as each feature becomes available, so buyers and sellers know what to expect from the start.

JoyPicks is an international online fashion marketplace operated by HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks. Every product currently offered on JoyPicks is sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks, and our supply partners dispatch orders directly to buyers. We handle customer service, delivery problems, returns and refunds. If a listing is ever sold by an independent seller in future, that seller will be named on the listing and will be the seller of record for that listing, while our Buyer Protection will still apply.

If you need help with a review, rating, question, answer or message, contact us at [email protected]. Emails are usually answered within one business day. You can also read more about us on our About Us and Contact Us pages.

Reviews help shoppers make better decisions and help reliable sellers stand out. For reviews to be useful, they must be genuine. These guidelines apply to everyone who posts on JoyPicks - buyers and sellers - and to all reviews, ratings, questions, answers, photos and messages.

What is our commitment on reviews?

• We want reviews on JoyPicks to reflect real experiences with real purchases.
• We do not create, buy, sell, pay for or knowingly publish fake reviews.
• We do not offer incentives for reviews and we do not allow sellers or others to offer refunds, discounts, free products, gifts, cashback or any other benefit in exchange for a review or for changing or removing one.
• We do not remove or hide reviews just because they are negative.
• We do not edit reviews to change their meaning.
• We only remove reviews or other community content that break these guidelines, our policies or the law, and we apply the same rules to positive and negative content.

Who can leave a review?

Product and seller reviews can only be left by buyers who purchased the item through JoyPicks. This helps make sure reviews come from real customers and real orders handled by HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks.

At present, all products on JoyPicks are sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks. If a listing is ever sold by an independent seller in future, that seller will be named on the listing and reviews may relate to that seller as the seller of record.

What makes a helpful review?

• Describe your own experience with the product and the seller.
• Be specific about quality, fit, size, materials, comfort, value, how the item compares with the photos and description, delivery and packaging.
• Include your own photos if they help explain your experience.
• Be honest and fair, even if you are unhappy. Genuine criticism is allowed.
• Keep to facts you know from your own purchase and use.

How are ratings, sorting and display handled?

Where ratings are shown, they are intended to reflect the opinions of customers who bought through JoyPicks. We may show an overall star rating, written reviews, review dates, whether a purchase was verified through our order records, and seller replies where available.

We may sort or highlight reviews by date, rating, helpfulness, language, country, size or other relevant factors, but we do not alter the meaning of customer reviews. We may also delay publication while checks are carried out for fraud, spam, abuse or other guideline breaches.

What is not allowed for everyone?

• Fake reviews - reviews that do not reflect a genuine experience, including reviews of products you have not bought or used.
• Reviews with a conflict of interest - reviews by a seller, its staff, family, friends, business partners or competitors where the relationship could affect the honesty of the review.
• Offensive content - abuse, threats, harassment, hate speech, discrimination, obscene content or sexually explicit content.
• Personal information - names, phone numbers, email addresses, home addresses or order details of other people.
• Irrelevant content - spam, advertising, repeated content, links to other websites, political campaigning or content not related to the product or seller.
• Unlawful content - defamatory statements, content that infringes someone else's intellectual property, or content that encourages illegal activity.
• Misleading claims - false statements about authenticity, safety, performance, origin or any other material feature of a product or seller.
• Using reviews to pressure - threatening a negative review to get a refund, discount or free item. If you have a problem, use our Buyer Protection process instead.
• Content about matters we cannot verify through the review system - for example allegations about criminal conduct or other serious claims that should be reported directly to us with evidence.

What is not allowed for sellers?

• Writing or buying reviews - posting reviews of your own products or a competitor's products, or paying anyone, including a review service, to post reviews.
• Incentivised reviews - offering refunds, discounts, free products, gifts, cashback or any other benefit in exchange for a review, including a positive review or a change to a review.
• Review gating - only asking happy customers to leave reviews, or steering unhappy customers away from reviewing.
• Pressuring buyers - asking buyers to remove or change a negative review, or making a refund, replacement or other resolution conditional on it.
• Review manipulation - merging reviews from unrelated products, re-using reviews from other platforms, selectively quoting only favourable parts of reviews, or otherwise presenting reviews in a misleading way.
• Contact outside permitted channels - contacting buyers in ways that breach our privacy, messaging or marketing rules.

Sellers may send one neutral request for feedback through JoyPicks after an order is delivered, as long as it is sent to all buyers in a comparable way, does not offer any incentive and does not suggest what the review should say.

Can sellers reply to reviews?

Sellers may publicly reply to reviews where that feature is available. Replies must be polite, factual and relevant, and must not include buyers' personal information. A helpful reply explains what the seller has done or will do to fix the problem.

Seller replies are subject to the same moderation standards as reviews. We may remove replies that are abusive, misleading, promotional, disclose personal information or otherwise break these guidelines.

What rules apply to questions, answers and messages?

The same standards apply to product questions and answers and to messages between buyers and sellers. These tools are for product and order-related communication on JoyPicks.

Messages, questions and answers must not be used to:

• arrange payment or sales outside JoyPicks;
• send spam or advertising;
• harass, threaten or intimidate anyone;
• request or share unnecessary personal information; or
• circumvent our policies, including our Payments, Returns Policy or Terms of Service.

How do we moderate and check community content?

We may use automated tools and manual review to detect spam, fake reviews, conflicts of interest, unusual review patterns, duplicate content and other misuse. Content may be delayed, restricted or removed while checks are completed.

We are not required to publish every submission. Content may be rejected or removed if it breaks these guidelines, our other policies or the law, or if we cannot reasonably verify that it comes from a genuine purchase or genuine interaction on JoyPicks.

How do I report a review or other content?

1. Use the report option next to the content where available, or email [email protected].
2. Include a link to the content, the order number if relevant, and the reason for the report.
3. If helpful, use a subject line such as Review report, Fake review concern or Seller response complaint.
4. We will review the report and may ask for more information before deciding.

We will remove content if it breaks these guidelines or the law. Reporting a review does not guarantee it will be removed.

What happens if these guidelines are broken?

We may remove content, remove ratings from a listing, limit the visibility of community content, restrict the ability to post reviews, questions, answers or messages, and suspend or close accounts.

Sellers who manipulate reviews may also have their listings removed and their accounts suspended under the Seller Terms. Where appropriate, we may report serious or repeated misconduct to payment providers, regulators or other relevant authorities.

How do these guidelines relate to your consumer rights?

These guidelines work alongside our other policies, including our Terms of Service, Privacy Policy, IP Policy, Buyer Protection and Contact Us page.

Nothing in these guidelines limits your consumer rights. If your issue is about a product being faulty, damaged, wrong, not as described or not received, please see our Returns Policy and Shipping Policy, or contact HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks at [email protected].

Which version applies?

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

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. These guidelines are governed by the laws of Victoria, Australia, without taking away any mandatory consumer protections that apply in the buyer's own country.

What's changed: this page was rewritten on 5 October 2026 to be clearer and more complete.