Refund policy

GENERAL INFORMATION

Our dedicated artisans take great pride in creating each piece with precision and care. While we strive for consistency in every item, the handmade process naturally introduces subtle differences. Embrace the uniqueness of each piece, as it adds a special touch to every creation, making it one-of-a-kind.

If you have any questions about our shipping, return policy, or need sizing assistance, feel free to reach out to our customer service team at hello@houseofpapaya.com or using our contact form.  We're here to help!

 

Return window: Returns must be requested and shipped back within 14 days of delivery.

Condition: Unworn and in original condition with tags attached

Packaging: Please reuse original packaging if possible

Return shipping costs: Customer's responsibility

Exclusions: Clearance items and accessories are final sale and not eligible for return or exchange

PRICES 

All prices are displayed in Euros (including VAT but excluding custom fees and other taxes) and are calculated as fairly as possible. 

 

DELIVERY AND DELIVERY TIMES 

After placing your order, you will receive an order confirmation via email. Shipping costs vary by country and are calculated during checkout. You will be able to view the shipping costs before finalizing your order. 

 

Free Shipping

• Free Shipping to the Netherlands, Belgium, Spain, and Germany on orders over €200.

• Free Standard Shipping for Europe on orders over €250

Please note that customs duties and taxes may apply outside Europe, and we are not responsible for these charges. We are unable to predict if you will be subject to duties or taxes, as well as the specific amounts involved.

Customs fees are calculated based on the package’s value, and we will not accept returns or issue refunds for orders that were refused due to unpaid duties.

 

Shipping Times Estimation 

• Standard Delivery to the Netherlands: 1-3 working days

• Standard Delivery to Europe: 2-7 working days

Please note that shipping delivery times are subject to changes. We thrive to deliver your product as quickly as possible, however, we can not control posting service delays and shipping times may vary depending on the destination and the courier service.

If you have a time sensitive order, please contact our customer service so we can find the best possible solutions. 

ORDERS OUTSIDE OF E.U.

For orders outside of the European Union:

By placing an order on House of Papaya, you acknowledge and agree to cover the applicable VAT charges as imposed by customs services. If you choose to refuse the parcel, it will be returned to us, incurring dual VAT charges (import and export). If the package is returned, we will deduct the charges from your refund. In the case of refusal, the customs service will destroy the package, and we will be unable to process the refund.

DELIVERY INSURANCE 

We offer insurance for orders over € 500 in case your package gets lost. The shipping cost itself is free and covered by us but the insurance costs are the responsibility of the buyer. The cost of the insurance varies per country and stipulated at checkout.

If you don’t want to insure your package, we can’t be held responsible in case of loss as specified in our general conditions of sale. If you wish to insure your package, you can select the insurance option during the checkout process.

RETURN & EXCHANGES PROCESS

Returns and exchanges will be accepted only if approved by our customer service. The return shipment must adhere to the approval conditions and be initiated within 14 calendar days, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be returned in perfect condition: unused, undamaged, with tags, and in its original condition. You’ll also need the receipt or proof of purchase.

To initiate a return, please contact our customer service with your order number and details of the item(s) you wish to return. You can contact us using our contact page or send us an email to hello@houseofpapaya.com

We kindly ask that you reuse the original packaging for the return (if possible). Be sure to remove or cross out the original shipping label to avoid any confusion or delivery issues.

REFUND PROCESS 

Once we receive and inspect the returned item(s), we will notify you and let you know if the refund was approved. We will issue a refund to the original payment method. 

Processing time: Up to 5-7 business days after return arrival 

Refund method: Original payment method used for purchase

• Shipping fees, duties, and taxes paid for the original order are non-refundable.

• Customer Service will notify you via email once your refund has been processed

• Please remember it can take some time for your bank or credit card company to process the refund. 

   

DAMAGES AND ISSUES

Our products are carefully crafted by hand. However, mistakes can happen. If you receive a faulty item:

• ⁠ ⁠Contact Customer Service immediately with your order number and clear images of the damage/defect

• ⁠Our team will assess the issue and provide a solution, which may include replacement or reimbursement

• ⁠We reserve the right to request return of the faulty item for inspection before processing a refund or replacement

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

The customer is responsible for the return shipping fees. We recommend using a tracked shipping service when returning items, as we cannot be responsible for lost returns. Get in touch with us, if you'd like us to find you a return label. 

 

CUSTOMER SERVICE 

If you have any questions about our shipping or return policy, feel free to reach out to our customer service team at hello@houseofpapaya.com. We're here to help!