DELIVERY UPDATE

Due to severe weather, there could be delays to deliveries in New South Wales. Stay safe



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  • Top 5 questions
      • Delivery
      • Returns
      • Where's my order? Track it here!
        Track your order here

        Enter your order number.
        Pssst...It's on your order confirmation or dispatch email

        Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.

        If you don't have your order number with you, you can get it by logging into your account here and then by going to 'Order History'.

      • Why is my order late?

        Are you sure it’s late? Please double check the shipping option you selected, cut off times for ordering and the date which we said it will be delivered by. You can check shipping timescales here. If it's before the advised shipping date and you've had your dispatch email, then it’s on its way. Your shipping date has to have passed for us to be able to investigate where your order is. On rare occasions we do come up against a bump in the road. If your shipping date has passed, please contact us by going to the 'Contact Us' tab on this page and have your order number ready.

      • Why was my order cancelled?

        As soon as you place your order, we’re on it – we know you need it fast! This unfortunately means we will be unable to make any changes as it’s already been processed at the warehouse (literally within seconds!). You’ll need to return any unwanted items and place a reorder. Find out more info on our cancellation policy here.

      • Can I cancel or change my order?

        As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

      • I received a faulty item, what do I do?

        We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.

        To help us get this fixed for you ASAP, when you first contact us please include the following information;

          -Your name
        • -Order number
        • -Product name and code
        • -Picture of the fault
        • -Description of the fault

        (The product name and code can be found on your order confirmation email).

        If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

      • How do I return my package?

        AUSTRALIA & INTERNATIONAL RETURNS

          FAST, TRACKABLE & COST EFFECTIVE using the returns portal

          For International returns you will need to pay for your return, you can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

          You've got 30 days to send something back to us from the day you receive it.

        • 1

          Repack your items.

        • 2

          Login to our returns portal.

        • 3

          Select your preferred return option (Print returns label at home or in store options).

        • 4

          Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!

        • 5

          Keep an eye on your return tracking. You'll get an email once we receive your returned item.

        • START A RETURN

        Good to know...

        We've gone paperless! You'll no longer receive a delivery note in your parcel.

        We can't offer refunds on pierced jewellery and swimwear if the hygiene seal has been broken.

        Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.

      • There wasn't an invoice in my parcel, can I return?

        We've gone paperless! You'll no longer receive a delivery note in your parcel. Use the returns portal to get your trackable returns label.

        Ready to Return? click here

      • I am outside of the returns policy, can I return?

        You've got 30 days to send something back to us from the day you receive it. Unfortunately we cannot accept returns after this time.

        Ready to Return? click here

      • I don't have the original packaging, can I return?

        Don't worry, just package your items in something non see-through, sealable & waterproof.

        Ready to Return? click here

      • Refunds - How long will my refund take?

        If you return via the portal, it can take up to 3 days for your return to arrive to us and, up to 7 days for your refund to show in your account depending on your bank's processing time. The refund will go back to the payment method you used when placing your order, once we've done our bit you'll get an email confirming it’s on its way. If you've waited more than 14 days with no email from us then please get in touch by going to the 'Contact Us' tab on this page.

  • Orders & Shipping
    • Where’s my order? Track it here!
      Track your order here

      Enter your order number.
      Pssst...It's on your order confirmation or dispatch email

      Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.

      If you don't have your order number with you, you can get it by logging into your account here and then by going to 'Order History'.

    • Shipping Options

       
      Shipping option Shipping times Shipping cost
      Australia Standard Delivery Up to 10 business days (8 days metro, 10 days non metro) $14.99 per order
      Australia Express Delivery Up to 6 business days *metro areas only $21.99 per order

      Please note: Please allow 4-5 weeks for shipping to Hawaii.

    • Coronavirus (COVID-19) – Have any precautions been put in place?

      Misspap is operating business as usual and we are working closely with couriers to ensure all deliveries arrive on time. The wellbeing of our customers is a top priority and all necessary precautions are being taken to ensure the safety of both customers and couriers during this time, including contact-free deliveries. See further details here. Stay safe!

    • Why is my order late?

      Are you sure it’s late? Please double check the shipping option you selected, cut off times for ordering and the date which we said it will be delivered by. You can check shipping timescales here. If it's before the advised shipping date and you've had your dispatch email, then it’s on its way. Your shipping date has to have passed for us to be able to investigate where your order is. On rare occasions we do come up against a bump in the road. If your shipping date has passed, please contact us by going to the 'Contact Us' tab on this page and have your order number ready.

    • Shipping Options

      A signature may not always be required for delivery and if there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location.

      A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot.

      You can then contact them to arrange collection or to schedule a new delivery date.

    • I’m missing items from my order!

      If you are missing 1 or more of the items you have ordered it may be down to the following:

      You may have not added it to your basket, please check your order confirmation and descriptions for the product you think may be missing.

      The item you are missing may have been out of stock, please check your emails (including junk/spam) to see if you have been sent a mail about this. The rest of your order will have been shipped.

      If it is a small item, please check in and amongst the other products in case it is hiding.

      You placed a large order which could mean your items are arriving in more than 1 bag, please check your dispatch email for more than 1 tracking link where you can find an update.

      If none of the above apply and you are still missing your item please contact our Customer Service team within 14 days of your order being delivered and they’ll be happy to help

    • Why was my order cancelled?

      As soon as you place your order, we’re on it – we know you need it fast! This unfortunately means we will be unable to make any changes as it’s already been processed at the warehouse (literally within seconds!). You’ll need to return any unwanted items and place a reorder. Find out more info on our cancellation policy here.

    • Can I cancel or change my order?

      As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

    • Can I exchange my order?

      Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

    • I received a faulty item, what do I do?

      We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.

      To help us get this fixed for you ASAP, when you first contact us please include the following information;

        -Your name
      • -Order number
      • -Product name and code
      • -Picture of the fault
      • -Description of the fault

      (The product name and code can be found on your order confirmation email).

      If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

    • I received an incorrect item, what do I do?

      Please head over to our Contact Us page so that we can get this fixed for you.

      Please send us an email with the following information:

      • Your name
      • Order number
      • Product name and code of the item ordered
      • Product name and code of the item received
      • Picture of the incorrect item and a description of the incorrect item received
      • You won’t be able to attach an image of the incorrect item just yet but make sure you have one ready for when you receive a reply from us. Please wait until you’ve spoken to our Customer Care team before you return anything so we can make sure we get the correct item to you as quickly as possible.

    • My tracking is showing that my parcel is being returned to sender

      The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to us you can wait for your parcel to come back and we will give you a refund when it does. A typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 7 days for it to make its way through the banking system.

      If the carrier was unable to deliver this time it may be worth considering when you next order to use an alternative shipping address where you know someone will be able to receive the parcel or selecting an alternative shipping option at checkout.

    • My parcel is in the Republic of Ireland but I live in Northern Ireland?
  • Returns & Refunds
    • Returns - How do I return my package?

      AUSTRALIA & INTERNATIONAL RETURNS

        FAST, TRACKABLE & COST EFFECTIVE using the returns portal

        For International returns you will need to pay for your return, you can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

        You've got 30 days to send something back to us from the day you receive it.

      • 1

        Repack your items.

      • 2

        Login to our returns portal.

      • 3

        Select your preferred return option (Print returns label at home or in store options).

      • 4

        Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!

      • 5

        Keep an eye on your return tracking. You'll get an email once we receive your returned item.

      • START A RETURN

      Good to know...

      We've gone paperless! You'll no longer receive a delivery note in your parcel.

      We can't offer refunds on pierced jewellery and swimwear if the hygiene seal has been broken.

      Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.

    • Refunds - How long will my refund take?

      If you return via the portal, it can take up to 3 days for your return to arrive to us and, up to 7 days for your refund to show in your account depending on your bank's processing time. The refund will go back to the payment method you used when placing your order, once we've done our bit you'll get an email confirming it’s on its way. If you've waited more than 14 days with no email from us then please get in touch by going to the 'Contact Us' tab on this page.

    • I am outside of the returns policy, can I return?

      You've got 30 days to send something back to us from the day you receive it. Unfortunately we cannot accept returns after this time.

      Ready to Return? click here

    • I don’t have the original packaging, can I return?

      Don't worry, just package your items in something non see-through, sealable & waterproof.

      Ready to Return? click here

    • I can't see the refund on my bank statement

      Refunds are sneaky things and can show up in a couple of places:

      1. Normally it shows on the day of refund confirmation by us (or up to 7 days after this date depending on your bank’s processing times) 2. If its not there, try looking back to the date when you bought the items – some banks now highlight the refund credit against the initial debit date (or up to 7 days after this date depending on your bank’s processing time)

      If you still can’t see it, give us a shout on the Contact Us Form.

       
    • There wasn't an invoice in my parcel, how can I return?

      We've gone paperless! You'll no longer receive a delivery note in your parcel. Use the returns portal to get your trackable returns label.

      Ready to Return? click here

    • Can I return more than one order in the same parcel?

      Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.

      Ready to Return? click here

    • Faulty items

      We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please go to our 'Contact Us' tab, to help us get this fixed for you ASAP. When you first contact us please include the following information;

      Your Name, Order Number, Product Name and Code, Picture of the fault and a Description of the fault.

      The product name and code can be found on your order confirmation email.

      If you contact us via the 'Contact Us' tab please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

    • Return Exemptions

      For hygiene reasons, once the seal has been opened on our fashion face masks or pierced jewelry, these items can no longer be returned or refunded. We please ask you try on swimwear and lingerie over your own underwear and ensure to keep the seal intact.

    • Can I exchange my order?

      Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following these easy steps on the Returns

      section and reorder for a replacement.

    • Have you received my returned item(s)?

      It can usually take up to 28 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse, processed and refunded.

      The funds should appear on your bank statement within 3-5 business days (how long depends on your card issuer).

      If you paid using Afterpay, refund timing will depend on your arrangements with Afterpay.

      If you paid for your order with a gift voucher or store credit, this will be credited back to your misspap.com account.

      We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

    • Do you refund the shipping charge?

      We don't refund delivery charge for those countries outside the EEA.

    • Returns Policy

      Returns

      1. OUR RETURNS POLICY

      If you are a customer in the European Economic Area (EEA), you get 60 calendar days to cancel your order because you have changed your mind. This two week cancellation period starts from the day you have received all of the items in your order. Find out how to return your item(s) at number 4.

      If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.

      • Items must be returned within 60 days of receipt.

      • Items must be unworn and unwashed.

      • Pierced jewellery cannot be returned for health and hygiene reasons.

      • Underwear and swimwear can only be returned if the hygiene seal has not been removed.

      • Beauty products, fashion face masks and accessories cannot be returned for hygiene reasons.

      • Shoes must be tried on indoors.

      • Items must have all tags attached.

      2. FAULTY GOODS

      Please return your item(s) to us within 30 days after finding the fault, and remember to get in touch before returning. You can do this by going to our Customer Care Hub here and go to the 'Contact Us' section and a member of our team will look into it.

      Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.

       
      3. CANCELLING A CONTRACT UNDER THE CONSUMER CONTRACTS REGULATIONS

      If you’re a customer in the EEA, you get 14 days to cancel your contract with us

      This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order).

      There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:

      Email us: [email protected]

      Write to us via post: MissPap, PO Box 553, Burnley, BB11 9GD

      If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us, see how to do this below. You'll then receive a full refund as per the policy above.

      For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, and swimwear or lingerie if the seal has been broken or is no longer in place.

      All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

       
      4. HOW TO RETURN AN ITEM & HOW MUCH DOES IT COST?

      AUSTRALIA & INTERNATIONAL RETURNS

        FAST, TRACKABLE & COST EFFECTIVE using the returns portal

        For International returns you will need to pay for your return, you can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

        You've got 30 days to send something back to us from the day you receive it.

      • 1

        Repack your items.

      • 2

        Login to our returns portal.

      • 3

        Select your preferred return option (Print returns label at home or in store options).

      • 4

        Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!

      • 5

        Keep an eye on your return tracking. You'll get an email once we receive your returned item.

      • START A RETURN

      Good to know...

      We've gone paperless! You'll no longer receive a delivery note in your parcel.

      We can't offer refunds on pierced jewellery and swimwear if the hygiene seal has been broken.

      Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.

      5. HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

      If you are based in the USA , Canada , Australia or New Zealand you get 28 days to return your items starting from the day you receive your order. For all countries inside of the EU you have 14 days to return your items starting from the day you receive your order. This returns period starts from the date you receive your order.

      All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

      6. CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?

      Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following these easy steps on the Returns

      section and reorder for a replacement.

  • Brexit
    • I don’t have a printer; how do I return?
    • The tracking shows that my parcel is in another country?
    • My parcel shows that it is being checked by customs?
    • Will I need to pay duty or tax on my order?
    • Will I be charged export fees to send an item back from Europe to the UK?
  • Payments & Promotions
    • Promotions and Discounts

      We know you like a good deal so we often have some great promotions running on our website. Just remember, you need to enter the discount/promo code when you are checking out as it can't be applied later.

      Having issues redeeming your discount? This might be why:

      • -Oh no – you’re out of time! That code could’ve expired now as we run offers for a limited time.
      • -Trying to use two codes? Sneaky! We love giving you discount, but ask that you only use one code per order please.
      • -Double check your delivery option. Some of our codes only work when you select a specific delivery option.
      • -Check for typos. We all do it – double check you haven’t mistyped the code in your mad dash for discount. Compose. And re-type.
      • -Want. It. All. But check you’ve only picked products from the category on offer.
    • How can I pay for my order?

      Payment options

      We accept the following payment cards: Visa, Visa Debit, MasterCard and American Express. We also accept Afterpay, PayPal, Giftcards and prepaid debit cards.

      Please note: All payments must be made online when placing your order. We do not have the ability to place an order on your behalf.

      When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account.

      Gift Vouchers

      If you've been gifted a Misspap voucher/gift certificate, then yes we accept those, can you imagine if we didn't!

    • Apple Pay
    • Klarna

      Shop Now. Wear Now. Pay It In 4

      Shop now and pay later with four short-term installments that let you spread the cost of your purchase, with no added charges or hassle.

      Pay nothing extra. Four payments are automatically collected bi-weekly from your debit or credit card. You get all the “closure” of a full upfront payment, but with the cash-flow benefits of spreading the cost. The total amount charged to your card is no greater than if you simply paid for the entire purchase up front (provided the agreed payment schedule is followed). Pretty great, huh! The only fees that may apply are late fees for missed payments.

      All you need is:

      An Australian credit or debit card

      To be over 18 years of age

      An Australian residents address

      Customer Service

      For customer service queries you can contact the Klarna customer service team here.


      See https://klarna-web-client-eu.production.c2c.klarna.net/au/customer-service/csc/about-klarna/ for further information about Klarna.

    • QuadPay
    • Zip

      Zip it now, pay later

      A new way to pay that’s available online and lets you own it now and pay for it later! Repayments are as little as $10 a week with upfront payment!

      Apply in moments and get approved for up to $1000 on the spot. Once approved, start shopping by selecting Zip at checkout. That's it - your purchase is all yours with nothing to pay today. Interest free always.

      Your first payment won't be due until the end of next month. When you open your account, we'll set up a monthly payment of $40 (or less if the amount you owe is under $40). This will come from your linked debit card on the last day of each month and run until your purchases are paid off.

      Finally, if there's nothing owing on your account, there's nothing to pay. Your account simply remains active until you're ready to make a purchase.

      Zip Pay is 100% interest free, always. There's a $6 monthly account fee, this monthly fee is waived if your closing balance is paid by the due date. No balance no fee. And you'll pay nothing upfront - there are no setup fees and no hidden charges.

      If you don't meet your minimum monthly repayment, a $5 late fee may apply.

      All you need is:

      BE AT LEAST 18 YEARS OF AGE

      BE AN AUSTRALIAN CITIZEN OR PERMANENT RESIDENT

      HAVE A VALID FACEBOOK OR PAYPAL ACCOUNT, IN YOUR OWN NAME

      HAVE A VALID DEBIT CARD, IN YOUR OWN NAME

      HAVE NOT DECLARED BANKRUPTCY OR INSOLVENCY

      For a full list of FAQs please click here

      Customer Service

      For customer service queries you can contact the Zip customer service team here

      See here for the Zip Terms and Conditions.


    • How do I use my gift voucher?

      Pop your code into the ‘Redeem Gift Voucher’ box at the checkout page and hit apply. It’s as easy as that! If the value of your order is less than the value of your gift certificate, don’t sweat it. The balance remains on your voucher for next time.

      We're currently working hard on our gift vouchers so they're not currently available for purchase but they will be back up and running soon.

    • My gift voucher isn’t working

      Oops... check you haven't entered your code in the ‘Enter Promotion Code’ box as this won't work. Make sure you’ve entered it in the ‘Redeem Gift Voucher’ box at the checkout page and then hit apply!

    • Payment Error

      Payment Error

      If you experiencing error messages when making a payment, firstly, make sure you have inputted the correct details by checking all the information correctly. Contact your bank to ensure there are no problems with the card. After this, please contact us by going to 'contact us' tab on this page to submit details and we will investigate further. To help us solve the issue for you, please include as many of the following details as possible (don't worry if you're not very technical or are unsure about any of the below; just give us as much information as you can):

      • -What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)
      • -What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
      • -What payment method you were trying (e.g. PayPal, Visa)
      • -A description of the problem and what time the problem occurred
      • -If you get an error message, please include it in your message to us
  • Products
  • Contact us

      We are currently busier than expected and it may take up to 24 hours for us to respond to your message.
      Please do not chase your first message to us as this will cause it to go to the back of the queue.
      Our Customer Service department will be closed from 6pm UK time on New Years Eve (31st December). We will be back online ready to help from 12 noon UK time on New Years Day (1st January). Please check our FAQ page for help with most queries.

      Please include your order number when contacting us.

      Apple Messages

      (Sorry, we don't have a phone number)