Shipping + Returns

If you are not fully satisfied with your purchase, we offer the option for a credit or exchange for another product. Please note that refunds are only accepted for wear items, including ponchos, scarves, and bags. To qualify for these options, all items must be postmarked within seven days of receipt. To initiate this process, please email us at help@pampa.com.au Returns submitted without prior email communication and an open case will not be processed.

*Important to know that all custom orders, made-to-order rugs, furniture, prints, bed linen, home rituals, sale items and all items purchased during offer periods are final sale and cannot be returned unless faulty. 

Please note all original shipping charges are non-refundable and return shipping costs are the responsibility of the buyer (unless deemed faulty by Pampa), please be aware shipping to Australia from some countries may be quite costly. We recommend all returns be sent insured and with tracking as we cannot be held responsible for lost or damaged products. It is the responsibility of the buyer to ensure the item is adequately packaged for return. Pampa cannot accept responsibility for any packages lost, stolen or damaged in transit. Once we receive your item we will process your return and a refund or store credit will be issued to either your original payment method or gift card. You will receive an email confirmation once your return has been accepted and your refund or store credit will be processed within 5-7 business days of delivery.

All items must be in new, unused condition with any tags still attached and packing intact. Returns that are damaged, soiled or altered may not be accepted and sent back to the customer.

For in stock rugs, cushions and throws & wear and home rituals Australian customers should receive their purchases within 8 business days of transaction of payment, unless specified otherwise. International customers should receive their delivery within 12 to 15 business days unless specified otherwise, however this may vary slightly due to unforeseen delays with shipping and customs that are outside of the control of Pampa. Please remember that if incurred, import duties are the full responsibility of the customer receiving the purchased product/s.

For all made to order or custom pieces, delivery will be case-by-case and as per the timeframe stated on each piece or discussed with the team. For any further questions regarding this please contact help@pampa.com.au.

For photographic prints:

Australian customers should receive their print purchases within 5 to 10 business days of payment. Please note that we don’t keep stock of our prints; we have them printed individually for each customer. Once your print has been purchased online, the image is then sent to the lab for printing. We then collect, inspect, package and send the prints as soon as your image is ready. Please allow 8 to 15 business days for international deliveries, but know that this may vary slightly due to possible shipping or customs delays. Please remember that if incurred, import duties are the full responsibility of the customer receiving the purchased product.

We offer Free Shipping Australia Wide on order over $250 AUD with the exception of Yarn Colour Samples that have a flat rate of $5 AUD.

Shipping rates will be calculated at time of checkout, this is a real-time rate calculated based on location and weight. All Pampa goods sent out require a signature on delivery.

We regularly ship all over the world via Australia Post and its International affiliates with trackable service. We also ship with DHL if the customer selects this option at check out.

Import taxes & duties may be applied to international orders when the shipment reaches its country of destination. Such fees and charges are the responsibility of the recipient and vary from country to country. Please check with your local customs office to receive an estimate of possible charges applicable to your order prior to purchasing. If the receiver refuses to pay taxes and duties, the item(s) will be returned to sender and the order will be refunded, excluding the return and original shipping fee.

Contact us directly at hello@pampa.com.au if your destination is not available at checkout.

Due to the handmade nature of Pampa’s woven products, we do not offer a period of warranty on these items. We would however, like to be contacted in the case that a customer has a fault with a Pampa product. As we are serious about customer satisfaction, we will consider resolutions on a case-by-case basis.

As we personally inspect and package the prints ourselves, we ensure that they are shipped in perfect condition.If the mailing tube has been delivered to you in a state of damage and the print itself has also suffered damage that deems it unusable, please email us photos as soon as possible. We will have a new print sent out to you free of charge, if we agree that the damage sustained will affect the final appearance of the framed print. Pampa does not offer refunds if you have simply changed your mind. Any damage to the outer edges (1 cm) of the paper will not be considered damage that will deem the print unusable, as this will be covered up during the framing process.

We do not offer a period of warranty on Pampa Prints. We would however like to be contacted in the event that a customer has an issue or concern with a Pampa Print. As we are serious about customer satisfaction, we will consider resolutions on a case-by-case basis.