Shipping & Delivery Policy
Last updated: 5 October 2026
At a glance
- Seller and contact: HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks, Melbourne, Victoria, Australia. Email [email protected];
- Delivery area: 222 countries and territories in the Ship to list in the site header, with some destination exclusions.
- Delivery cost: free worldwide to every country and territory we ship to, with no minimum spend.
- Dispatch time: usually 1-5 business days after you place your order and payment is received.
- Delivery time: usually 7-20 business days from ordering; remote areas, customs checks and peak periods can take longer.
- Tracking: emailed when your order is dispatched.
- If an order has not arrived 30 business days after ordering, or by the latest estimate shown to you if later, contact us for an investigation, replacement or full refund.
This Shipping & Delivery Policy explains how dispatch, delivery, tracking, customs charges and delivery problems work for orders placed on JoyPicks at joypicks.com.
HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks is the operator of JoyPicks and the seller of record for all products currently sold on the site. Your contract of sale is with HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks. JoyPicks is an international online fashion marketplace: the stores on JoyPicks group the ranges of our supply partners, and orders are sent directly to you by the relevant supply partner, usually from overseas, mainly from China. 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, and our Buyer Protection will still apply. Today all products are sold by us.
How can I contact you about shipping?
If you have any delivery questions, contact HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks by email at [email protected].
Emails are usually answered within one business day. For faster routing, please use the subject line Shipping enquiry and include your order number if you already have one.
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.
- Some items cannot be delivered to PO boxes, parcel lockers or certain remote locations. If an item cannot be delivered to your address, you will usually be told before you pay.
- Please make sure your delivery address, email address and phone number are complete and correct when you place your order. If an order is sent to the address entered at checkout and that address is wrong or incomplete, this can delay delivery or prevent redelivery.
Where do items ship from?
Orders placed on JoyPicks are sent directly by the relevant supply partner. Most items ship from overseas, mainly from China. Some items may ship from other warehouse locations, including Australia where stated on the listing.
Where available, any shipping-origin information shown on a product page or at checkout is provided for guidance only and may vary if stock is moved between warehouses before dispatch.
How much does delivery cost and how long does it take?
- Delivery cost
What we offer: Free to every country and territory we ship to - Minimum spend
What we offer: None - Dispatch time
What we offer: Usually 1-5 business days - Delivery time
What we offer: Usually 7-20 business days from ordering - Tracking
What we offer: Emailed when dispatched
Delivery times are estimates only, not guarantees. Remote and regional destinations can take longer. Customs checks, severe weather, public holidays, carrier disruption and peak shopping periods can also add time.
The delivery estimate shown on the product page, at checkout or in your order confirmation is the best estimate available at that time.
When is payment taken and what payment methods do you accept?
Payment is taken when you place your order.
We accept 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. We do not accept Afterpay, Zip, Klarna, Humm, Latitude, PayPal Pay in 4, PayPal Credit, bank transfer, cash, cheque, cryptocurrency or third-party gift cards.
We never store full card numbers. Card payments are processed by Stripe, which is PCI DSS certified. See our Payments policy for more information.
Can I cancel my order before it ships?
Yes. You can cancel an order free of charge until it has been dispatched. Email [email protected] as soon as possible with your order number and the subject line Order cancellation.
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.
How are taxes, VAT, GST and import duties handled?
Prices on JoyPicks are shown in the buyer's local currency, EUR or USD, depending on the setting selected with Ship to / currency 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.
- 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
Tax treatment: Prices include VAT, GST or the equivalent sales tax, shown at checkout - Canada
Tax treatment: Prices exclude tax; GST/HST is added at checkout according to the province - United States and all other countries
Tax treatment: We do not charge sales tax or VAT; your country's customs or carrier may charge import duties, taxes or handling fees on delivery, which 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 [email protected] before paying.
Will my order arrive in more than one parcel?
It may. If you order items from more than one store on JoyPicks, or if items in the same order are sent from different warehouse locations, your order may arrive in separate parcels on different days. Each parcel may have its own tracking number.
How do I track my order?
Tracking is emailed when your order is dispatched. Where available, you may also be able to view tracking from your order page.
For international parcels, tracking updates may pause for several days while the parcel is in transit between countries or being processed by customs. This does not necessarily mean the parcel is lost.
What happens with customs clearance or missed delivery attempts?
For destinations where import duties, taxes or handling fees may apply, the carrier or customs authority may contact you for payment or for additional information needed to complete import clearance. Delays can occur if the requested information or payment is not provided in time.
If a carrier cannot deliver your parcel, they may leave a card, send an SMS or email, attempt redelivery, or hold the parcel for collection according to local carrier practice. Parcels that are refused, unclaimed or not collected may be returned or destroyed by the carrier. If this happens, contact [email protected] with your order number as soon as possible.
What if my order is late, lost or damaged?
- If your order has not arrived 30 business days after ordering, or by the latest delivery estimate shown to you if later, email [email protected] with the subject line Delivery problem and include your order number.
- We will investigate with the carrier and our supply partner.
- If the parcel cannot be located or has not arrived, we will send a replacement or give you a full refund.
- If your order arrives damaged in transit, email us photos of the item and packaging if possible. We will provide a replacement or a full refund at no cost to you.
You can also make an item-not-received claim under Buyer Protection from the latest estimated delivery date until 30 days after it.
Faulty, wrong or not-as-described items are covered separately at no cost to you under our Returns Policy and Buyer Protection. Statutory rights continue beyond Buyer Protection claim windows where the law says so.
What are my statutory consumer rights?
Our shipping commitments are set out in this policy, including free delivery, usual dispatch and delivery timeframes, tracking, and replacement or refund for parcels that do not arrive or are damaged in transit.
Your statutory consumer rights are separate and are not limited by this policy. This includes, where applicable, 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.
Related policies
Questions?
If you have any questions about shipping or delivery, contact HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks at [email protected].