Customer Service

SHIPPING INFO

BLACK FRIDAY 2024: Due to the massive influx of orders, please allow 7-10 days shipping. Tracking will be updated via email as soon as order has been dispatched. Please note there is no returns on sale items.

 

Australia: 1~3  Business Days (Dispatch same day)

Free Shipping on AlI orders over $150

New Zealand: 3-7 Business Days

Free NZ Shipping on all orders over $200

USA, UK & Canada:  1 Week

All Other International: 1~2 Weeks

Free Global Shipping over $250

Tracking will be supplied when order is dispatched from our warehouse. 

Deliveries are sent during normal business hours between Monday and Friday. Purchases made on weekends and public holidays will be processed on the next business day.

Please be aware that packages may be subject to delays and additional taxes and duties at the port of entry of various international countries outside of Australia. PYRA takes every effort to ensure a quick and smooth delivery, but does not take responsibility for any delays and extra fees which may be applied via customs and duty offices in the receiving country.

General information

    • Shipping time may vary according to Australia Post time frames and zones and does not include order processing time. 
    • All orders are processed Monday to Friday (excluding public holidays) from 7am - 3:30pm AEST.
    • Tracking advice will be sent to your email once your order has been dispatched.
    • Orders can take up to two business days to process before being shipped; this may be longer if there is a huge promotion taking place.
    • In some cases, we may need to contact you before your order can be shipped.
    • To ensure there is no delay, please respond to any email/phone call from our Customer Care team

  • International Shipping

    • ALL International orders may be subject to customs inspections and import taxes unique to your country, based on items being over a certain value set by your local authority.

    • This is not within our control and we cannot pre pay these taxes. We advise contacting your local customs office to find out if/and how much these taxes may be.

    • For NZ customers and NZ deliveries:

      • We will collect New Zealand GST on your purchase, however customs may still charge you import duties, levies and fees.

    • PYRA will not mark your package as a "sample" or "gift" to avoid these taxes. Honesty is always the best policy!

    • All orders are shipped from our dispatch center via Australia Post.

      Once exported from Australia, parcels are transferred to your countries most reliable shipping service. For the most detailed tracking updates, please check your tracking through your countries courier website directly.

       

      NZ:  https://www.nzpost.co.nz/tools/tracking

      US:  https://tools.usps.com/go/TrackConfirmAction_input

      UK:  https://www.parcelforce.com/track-trace

      FR:  https://www.chronopost.fr/en

RETURNS POLICY

 

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Return & Exchanges Policy:

 

We offer a 30-day return window (from the purchase date) for eligible merchandise (non-eligible items are listed below). Refunds are provided in the form of a PYRA store credit which exclude original shipping costs. 

 

Returns that are damaged, worn, or without the original packaging and hangtags will not be accepted. In the event that an item is returned to us in an unsuitable condition, your return may be refused.

 

Refunds (store credit) will be processed within approximately 7 to 10 business days after we receive your returned items.

 

Gift cards can not be returned and are not redeemable for cash.

 

The following items can not be returned to PYRA:

  • Swimwear;

  • Underwear;

  • Socks;

  • Gift Cards;

  • Sale Items;

Returns & Exchanges Process:

Please start by processing your return here: https://360.postco.co/pyra

Ensure all items are packaged securely and arrive back to us in their original, unworn condition. Including tags, boxes and casing. We advise hats to be sent back inside another box to ensure the item is not squashed or damaged in transit. Please do not tape or mark the original product box. 

Original shipping costs are non-refundable and the cost of return postage must be paid by the customer at the time of returning.

 

Please note that exchange requests are not held, we recommend requesting your exchange within the return process to ensure stock is allocated to your order.

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