Urgent Order Change and Cancellation
Order Status, Tracking and Delivery
Returns Label Instructions
Returns Policy
Sizing
FAQs
General
How do I contact Peppermayo?
We're here to help! You can contact us via email, phone or chat during business hours.
- Email: [email protected]
- Phone (Within AU): (02) 9690 2004
- Phone (Within the US): (240) 898-4309
- Phone (International): +1 (240) 898-4309
- Business Hours: Monday to Friday: 9 am - 5 pm (AEST)
Please note this excludes New South Wales Public Holidays.
International call charges may apply. Peppermayo is not responsible for these charges.
If you need to make an urgent change to your order, please submit a request here.
How do I apply to collaborate with Peppermayo?
Applications to collaborate with Peppermayo can be submitted here! If you are successful, a member of our PR team will contact you directly.
What website should I use?
We are super excited to have five websites to shop from for our customers.
For local currencies, merchandise and customer service, we highly recommend you use the local website to shop!
Click here if you're shopping from Australia and everywhere else.
Click here if you're shopping from the United Kingdom.
Click here if you're shopping from the United States.
Order Issues
Can I change my shipping address?
If you have entered the incorrect shipping address at checkout, please submit an Urgent Order Change Form here.
This form will allow you to provide details of the correct shipping address for your order. Our team works diligently to ensure all urgent order change forms are accepted and actioned as quickly as possible.
However, please note that if your order has already been shipped we are unable to make any adjustments to the shipping address. In this instance, we recommend reaching out directly to the carrier.
Can I edit or cancel my order?
Our Peppermayo warehouse team work to pick, pack and ship your orders as quickly as possible!
If your order was placed no more than 12 hours prior and has not yet been shipped, please immediately submit an Urgent Order Change Form to update or cancel your order. There is no need to contact the Peppermayo customer service team separately, the team will reach out to you directly if more information is required.
Once the form is completed, both our customer service and warehouse teams will be alerted and your order will be placed on hold. Please note that while we try our best, we cannot guarantee the change request form will be actioned before your order is shipped.
If your order has already been shipped with a tracking number, unfortunately, we are unable to change or cancel your order. In this instance, you can submit a return or exchange request here. Please note that all orders are subject to our standard returns policy.
Why haven't I received an order confirmation?
If you haven’t received your order confirmation email, please ensure you check your spam folder. If Peppermayo emails have been marked as spam, please update Peppermayo as a 'safe' sender to ensure this doesn't reoccur with future orders.
You can sign in or create an account here to view your order history, tracking details and more.
If your order confirmation or order history cannot be located, please contact us.
Why was my order returned-to-sender by the carrier?
Your Peppermayo order may be returned to our Sydney warehouse if:
- The carrier is unable to deliver the package due to an invalid address.
- The package is not picked up in time from the post office after a failed delivery.
- The carrier is not able to contact the receiver to organise a redelivery (DHL).
- The carrier is not contacted by the receiver to organise a redelivery (USPS).
- The package is refused by the sender.
- Duties and taxes are refused to be paid.
Unfortunately, couriers do not prioritise return-to-sender parcels and we are unable to intercept them during the delivery process. This means it may take up to 4 months to be returned to our warehouse from the carrier.
If your order is returned to our warehouse, we can offer:
- A store credit or;
- A replacement of the order if the items are available.
To process a refund of the order, the parcel must be received by our depot first. Until the order is received, we are unable to process a refund.
Please note shipping fees are non-refundable and a returned-to-sender fee may be applied.
I received the wrong product, what should I do?
Our Customer Happiness Team are here to help!
Please contact us with your order number, details of the incorrect items you received and the items you were supposed to receive. We'll amend this for you as soon as possible!
I received a faulty product, how do I return it?
We are so sorry to hear you have received a faulty product! We want to amend this for you as soon as possible.
If you believe the damage is a manufacturing fault, please email us with your order number, photos of the damaged product detailing the fault, and include the product tag.
Please note manufacturing faults do not include loose threads, mismatched prints or general wear-and-tear as these are considered natural occurrences within reason.
Returns & Exchanges
How do I submit a return?
We will only accept returns that have been submitted via our returns portal.
- For our AU, US and UK customers, we will provide you with a pre-paid return label when you request a return using our portal.
- If you are returning from anywhere else in the world, you are required to cover the cost of return shipping. We strongly recommend you use a tracked postage service when returning your order.
- If a requested item is out of stock at the time your return is processed, we will issue you with store credit.
Please contact us if you believe you have received an item with a manufacturing fault, or have received the incorrect item.
What return & exchange options are available?
We have made returning and exchanging your item(s) as easy as possible!
For our AU, US and UK customers, we provide pre-paid labels via email, once your return request has been processed through our returns portal.
For all other international orders, we are unable to provide a pre-paid label at this time. Therefore, the return shipping cost is to be covered by the customer.
Return & Exchange fees applicable for your location:
| Location | Pre-Paid Label | Exchange Processing Fee | Store Credit Processing Fee | Refund Processing Fee |
|---|---|---|---|---|
| Australia | Yes | Free | Free | AU$10.95 |
| New Zealand | No | Free | Free | NZ$12.00 |
| United States | Yes | US$5.00 | US$5.00 | US$13.50 |
| United Kingdom | Yes | £2.50 | £2.50 | £8.00 |
| Canada | No | CA$6.00 | CA$6.00 | CA$18.00 |
| Rest of the World | No | Free | Free | AU$10.00 |
If a requested item is out of stock at the time your return is processed, we will issue you with a store credit.
You can find the full details of our return policy here.
What is the returns policy?
We understand that sometimes your order may not be quite right, that's why we've made returns and exchanges as easy as 1, 2, 3!
We offer change-of-mind returns within 30 days for an Exchange, Store Credit, or Refund.
Your item(s) must meet the following criteria to be approved for return:
- Be a full-priced item, this included full-priced items purchased using a discount code. Items marked as final sale or under our sale tab are not eligible for return or exchange.
- Be unworn, unwashed, original tags still attached and in original packaging.
- No smell of perfume, body odour, deodorant or washing powder.
- Be free of makeup or fake tan marks.
- Shoes must be in the original shoebox. (If received with shoebox) Postage labels must not be attached to the original box.
- Due to strict hygiene policies, Cosmetics, Hair Products, Masks, Underwear & Earrings cannot be returned.
- Swimwear must be returned with the hygiene seal intact.
- We will only accept returned item(s) that have been submitted through our returns portal.
You can find the full details of our return policy here.
How do I print my pre-paid returns label?
You can download and print your return label via the "Print Label" button at the bottom of the page.
For Australian returns, once you have received your return label via email, your local post office can print and attach the return label to your package.
For all United States and New Zealand returns, unfortunately, you will need to print and attach the return label to the package yourself.
I didn't receive my return label, what should I do?
If you haven't received your return label after submitting your return through our returns portal, please ensure your email address is correct and you have checked your spam/junk folder.
If your returns label email still cannot be found, please contact us.
What items are ineligible for return?
The following items are NOT eligible for return or exchange:
- Items marked as Sale
- Cosmetics
- Hair Products
- Underwear
- Earrings
- Masks
- Gift Cards
If you believe you have received a sale item with a manufacturing fault, please contact us so we can amend this for you as soon as possible.
When will my return be processed?
Orders from Australia, the United States and New Zealand, which are returned for a store credit or exchange, are processed when the pre-paid label is scanned as In Transit by the Postal Service.
Australia and New Zealand orders that are returned for a refund will be processed when your return is scanned as Delivered to our Sydney warehouse.
United States orders that are returned for a refund will be processed when your return is scanned as Delivered to our Los Angeles Depot.
For all other orders, it can take up to 21 days to reach our Sydney warehouse for processing. We aim to get your returns processed as quickly as possible, with a full return resolution within 3 working days of delivery.
When will my refund be processed?
Once your return is scanned as delivered, your refund will be processed within 1-3 business days to the original payment method.
How do I package my return?
You can repackage your items in our 100% compostable mailers and attach your pre-paid label on top of the existing label, ensuring no part of the original shipping label is visible.
If you have disposed of the original package, you can also use any postal satchel or box from your local post office.
If you are returning shoes, please do not attach the shipping label directly to the shoe boxes.
Do you have a physical store I can visit?
Peppermayo is exclusively online! If your order isn't quite right and you need to request a return or exchange, you can submit a request here.
Do you still offer $10 bonus credit for Shop Now?
Sorry, unfortunately, we no longer offer the $10 Bonus Credit for Show Now due to an upgrade of our Returns Portal functionality.
Products & Sizing
What is Pre-Order?
A pre-order style is a product currently unavailable in our warehouse, that we allow our customers to purchase in advance. If you purchase a pre-order style, we will dispatch your order when the stock arrives at our Peppermayo warehouse.
The estimated arrival time is displayed above the product description. This estimate is subject to change should delivery delays occur.
If your order contains both pre-order and in-stock products, we will ship all available items immediately, and ship any pre-order styles once they have arrived at our warehouse.
Should you wish to cancel your pre-order before it is shipped, please contact us.
How do I find the best size & fit for me?
We understand how confusing choosing the right size can be. Below are our sizing resources available to help you select the best size and fit for your body shape.
Size Guide:
Our size guide provides measurements and conversions for AU, US and EU sizes. We recommend using this as a general reference as some styles may differ in their fit due to the design and material.
Product Reviews:
At the bottom of any product page, you will find reviews from verified Peppermayo customers. Important details including photos, material, fit and size purchased are often provided.
Model Sizing:
All our models wear Australian sizes! In each product description, you will see notes on their height and which size they're wearing, which is usually a size AU 8 (US 4). To learn about sizing conversions, our size guide is also available on each product page.
How often do you restock styles?
We regularly restock our most popular styles! To ensure you don't miss out on your size in the next product restock, make sure you sign up for 'Back In Stock' notifications on the product page.
Can I purchase a gift card?
Give the gift of choice with a Peppermayo E-Gift Card! All gift cards are delivered via email and contain instructions to redeem at checkout. There are no additional processing fees for gift cards.
E-Gift Cards can be purchased here and are valid for 12 months from the date of purchase.
Please note that all gift card sales are final and non-refundable.
How do I submit a product review?
You will automatically receive an email request to submit a review for each new product after placing an order. We encourage all customers to include as much information as possible when describing the fit, material, colour, and sizing to help future Peppermayo customers find the best styles for their body shape!
Are your products sustainable?
Peppermayo's mission is to continuously take strides to make a positive impact and offset our negative impact in areas where we can improve.
You can read more in-depth about our sustainability initiatives here.
Shipping & Delivery
Where is my order?
Once you’ve placed your order, you’ll receive a confirmation email from us shortly after.
When your order has been shipped, you’ll receive another email with your courier tracking information. You can also track your order here!
If you have not received your order one week after receiving the tracking notification, we highly recommend contacting the courier company.
If you have not received your order confirmation or tracking email, please contact us!
How do I track my order?
Once your order has been shipped, you will receive an email with tracking information. You can also track your order here!
If you have any questions regarding the estimated delivery timeframe of your order, we highly recommend contacting the courier company.
If you haven’t received your order tracking email, please contact us!
What are the delivery timeframes?
Delivery timeframes for your location can be found on our Shipping & Delivery page and begin once the carrier receives and scans the parcel into their system.
When will my order ship?
We ship orders Monday to Friday (excluding NSW public holidays) from our Sydney warehouse.
If you place your order with Same Day Shipping before 2 pm AEST, your order should be shipped the same day.
For all other orders, our warehouse team aims to dispatch within 1 business day.
Please allow an extra 48 hours for sale periods and Mondays.
What if I’m not home to receive my delivery?
Your order will be left in a safe place at the courier's discretion. If they cannot locate a safe place, you’ll be notified via email or you may receive a collection card in your mailbox with details for collecting your order from your local post office.
Please note if your order is not picked up from the post office within the specified time frame, it will be returned to our warehouse.
A signature may be required by some couriers depending on location or if the parcel cannot be left in a safe place.
Still have questions? Contact us and we'll happily help you out.
My tracking says delivered but I have not received it, what should I do?
If your order has been marked as delivered but you cannot locate it, we highly recommend checking around your property as couriers may leave the parcel in a safe location if no one is home.
We recommend checking the following locations:
- the letterbox
- around the front of your home
- behind bins, pot plants or fences.
If there is no sign of your parcel around your home, we also recommend checking with other members of your household, neighbours, receptionists, and building managers in case they have the parcel for safekeeping.
If you are still unable to locate the parcel we recommend reaching out directly to the carrier for assistance, as they may have delivered it to a local post office.
Still not able to locate your parcel? Please contact us and we will be able to investigate further!
Why have I not received my Same Day shipping tracking?
Same Day shipping orders placed before 2 pm AEST will be shipped within the same business day.
Tracking details will be emailed to you between 3:30-5:30 pm AEST and delivery is between 6-9 pm AEST. Please note that someone will need to be available to accept and sign for the package.
If you have selected Same Day shipping after the 2 pm cut-off, your order will be sent the following business day.
Does DHL Express deliver to PO boxes?
Unfortunately, DHL Express does not accept deliveries to PO boxes.
If you have accidentally entered a PO box address you will be able to use the DHL On Demand Delivery (ODD) Service to redirect your package to a new address.
To read more about DHL's ODD service please click here.
Do you ship worldwide?
Yes, we ship worldwide from our Sydney warehouse! Click here to view the delivery options for your location.
Will I be charged duties and tax for deliveries to Canada?
The Canadian Border Services Agency is very strict and your order will likely attract Canadian duties and/or taxes.
For information on the Canadian duties and/or taxes you may receive on your order, please click here.
If payment for additional fees is required, you will be contacted by your local customs authority or the courier once the parcel reaches the destination country. For more information, please contact the Canadian Border Services Agency directly by clicking here.
Please note that if you do not wish to pay the customs fees, you may refuse the payment. Once refused, your parcel will begin to return to our Sydney warehouse. Once your order is received, an AUD$20 fee will be deducted, which goes directly to our carrier, along with the shipping cost paid when placing the order.
Will I be charged duties and tax outside of Australia?
Customs fees and import taxes are determined by each country's local customs authority. Unfortunately, these fees are out of our control and are the responsibility of the customer.
If payment of additional fees is required, you will be contacted by your local customs authority or the courier once the parcel reaches the destination country.
Please note that if you do not wish to pay the customs fees, you may refuse the payment. Once refused, your parcel will begin to return to our Sydney warehouse. Once your order is received, an AUD$20 fee will be deducted, which goes directly to our carrier, along with the shipping cost paid when placing the order.
PM Perks Rewards
How do I earn PM Perks Rewards Credit?
Here's how you can earn credit on your PM Pass:
- You'll receive a $10 rewards credit for every $100 spent. This applies to all PM Perks members.
- Refer a friend to join PM Perks and you'll both receive a $30 rewards credit, once the referee has completed their first purchase. This applies to all PM Perks members.
- Once your lifetime purchase amount reaches over $750, you will become a Rose Gold Pass member and receive a once-off $25 bonus rewards credit.
- Once your lifetime purchase amount reaches over $1500, you will become a Diamond Pass member and receive a once-off $50 bonus rewards credit.
How do I use my PM Pass?
At the checkout enter your PM Passcode into the "PM Passcode, Gift Card & Discount Code" section. Your credit will be automatically applied to your order.
What does Lifetime Purchase mean?
Lifetime purchases are calculated on how much you have spent with Peppermayo since 19 December 2020.
When do my Rewards Credits expire?
For Blanc Pass members, your rewards credit will expire 3 months after they are added to your account.
For Rose Gold Pass members, your rewards credit will expire 6 months after they are added to your account.
For Diamond Pass members, your rewards credit will expire 18 months after they are added to your account.
Can I use a discount code as well as my Rewards Credit?
Yes! Our Rewards Credit can be used in conjunction with any other discount codes.
Is there a limit to how much Rewards Credit I can earn?
There is no limit to how much Rewards Credit you can earn, but please be mindful of the expiry dates!
My account has store credit, does that go towards my PM Perks?
Yes! Any existing store credit on your Peppermayo account will apply to your PM Perks membership.
When will I receive my Rewards Credit after a purchase?
You will receive your Rewards Credit within 24 hours of your purchase!
I used a different email at checkout, do I still get my Rewards?
In this case, please contact us and we will adjust your Reward Credit to your correct PM Pass account.
Do my purchases before PM Perks count towards my membership?
No, all previous Peppermayo accounts automatically become PM Perks Blanc members.
All purchases made before 19 December 2020 will not roll onto your PM Perks account.
I have a Peppermayo account, does that make me a PM Perks Member?
Yes! If you already have a Peppermayo account, you will automatically become a PM Perks Blanc Member. Before each purchase, make sure you are logged into your Peppermayo account so all orders can be added to your PM Perks membership!
I need to return my order, what will happen to my Rewards Credit?
If you return your order for a refund, your Rewards Credit will be forfeited in full.
You may keep your Rewards Credit if:
- You exchange your items: Your full Rewards Credit will remain in your account; or
- You choose Store Credit: You will be manually reimbursed for the Rewards Credit for the items you keep.
For example: If you place a $200 order and you return a $50 dress, you will keep the $20 Rewards Credit if you choose to exchange for another size or product. If you choose a store credit for the return, your Rewards Credit will be adjusted to $15, and if you choose a refund, you will forfeit the $20 Rewards Credit.
Payment & Store Credit
How do I use my store credit?
Once your store credit has been processed, you will receive an email with a unique code that is redeemable at the checkout in the discount code section. You will also be able to access your store credit within your Peppermayo account!
To view your available store credit:
Login to My Account > Store Credit & Rewards
You can see your code, balance and expiry dates here!
The best part is, our store credits have no expiry day so you will be able to use the store credit whenever you need it!
What payment types do you accept?
We have a range of payment options available including Visa, Mastercard, Amex, Paypal, Shop Pay, Apple Pay, & Google Pay.
We also Afterpay, Zip & Klarna for our AU, US, CA & UK customers.
What is Klarna?
For more information on Klarna, please view our FAQ here.