We’re here to help.

If you’ve got any questions to ask us, get in touch using one of the methods listed below.

Browse through our FAQs and you’ll find answers to many questions about our products, delivery, returns policy and payment.

Or simply contact us at [email protected], and we’ll get straight back to you.

frequently asked questions

ORDERING & PAYMENT

Honey Papaya is an online jewellery brand that enables you to buy beautifully made freshwater pearl jewellery at honest, reasonable prices.

Our concept is very simple. Everything we sell is sourced and created by us in our workshops, from the very beginning to the very end, bypassing all middlemen. We avoid expensive overheads-from warehouses to shops-then offer them to you, minus the traditional retail markup.

All our jewellery is made with real cultured freshwater pearls, which have been grown by mussels or oysters and carefully selected by our team for their quality. We do not sell fake or imitation pearls.

We endeavour to bring you the easiest and most enjoyable shopping experience possible at Honey Papaya, therefore we will frequently look at introducing new and simpler ways to pay. Currently, you can pay online with the following payment methods:

Visa

Visa Debit

American Express

Master Card

Paypal

It’s okay, we know it was a mistake. If you realise your personal details or order information are incorrect, just send us an email at [email protected] – and don’t forget to include your order number and we will do everything we can to rectify this mistake and ensure that your correct order reaches you safely.

We’re sorry to hear you wish to cancel your order, but we understand circumstances can change and we aim to offer our customers high quality service in all aspects.

Orders can be cancelled after being placed. Our customer service team endeavour to provide support to easily deal with any situation.

Just send us an email at [email protected], and we’ll be able to deal with your request. For more information, read our Terms and Conditions.

We’re afraid we only ever have a limited number of each product. This is because we work with specialists rather than bulk manufacturers.

That said, popular products always return to the site, so it’s worth checking back in every now and then to see if your favourite has made a return. It can also be a good idea to sign up for our daily email to stay in the loop.

We know there’s nothing worse than watching the clock and waiting for your package to arrive, so we will not only provide you with regular email updates on the status of your order, but if you log in to ‘My Orders’ page you can also find the tracking number to keep an eagle eye on the precious cargo.

If you want to change the address or simply learn the whereabouts of your order you can also contact the carrier.

Royal Mail: 03457 740 740

You do not need to create an account when ordering online, however, this will allow you to log back in to view your order history, manage your account, save payment and delivery details.

If you’re having difficulties accessing your account, firstly we recommend you double check that the email address and password are correctly typed. If you cannot remember your sign in details, please click on the ‘forgotten password’ link where you will need to enter your email address. We will then send you a link so that you can create a new password and carry on shopping.

Sizing varies between our items, so we recommend using these tools to better determine your ideal size:

A link to a ‘Size Guide’ which is included on some product pages.

Additional style and fit details are included in the Details and Descriptions sections on each product page.

If you need more help, our team can answer all your questions on sizing and fit – send us a note at [email protected] and we’ll provide individualised advice.

Security is extremely important to us, our Website has security measures in place to protect the loss, misuse and alteration of the information under our control. All areas of our site use industry standard SSL to encrypt sensitive data, such as your billing address details. We record IP address of persons submitting orders to aid fraud prevention and will disclose any information necessary to fully co-operate with law enforcement authorities in investigating suspected lawbreakers.

For further information on how we protect your privacy and security please check our Privacy Policy.

DELIVERY

We currently ship to 52 countries. Delivery of certain products to the Channel Islands, Scilly Isles and the Isle of Man may not always be possible. We also reserve the right not to deliver orders if we believe the address is not secure; for example, to a communal postal address or PO Box. If this affects your order, we will notify you as soon as possible

Countries we ship to:

Australia, Austria, Belgium, Bulgaria, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guernsey, Hong Kong, Hungary, Ireland, Isle of Man, Italy, Japan, Jersey, Kuwait, Latvia, Lithuania, Luxembourg, Macau, Malta, Monaco, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Romania, Russia, Saudi Arabia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, Turkey, United Arab Emirates, United Kingdom, United States, Vatican City.

  • Destination
  • Delivery Time
  • UK Standard
  • Up To 3 Working Days*
  • UK Express**
  • Next Working Day*
  • Europe Standard
  • Up To 7 Working Days*
  • Europe Express
  • Up To 3 Working Days*
  • Rest Of World Standard
  • Up To 10 Working Days*

* Orders for delivery received before 12 pm GMT on Monday to Friday will be shipped the same day. Orders received after 12 pm GMT on Monday to Thursday will be shipped the next day. Orders received after 12 pm GMT on Friday, or anytime on Saturday and Sunday, will be shipped the following Monday.

** For mainland UK addresses, your order will be delivered by 1 pm the following working day after shipment, including on Saturday. Orders to some non-mainland UK addresses will be delivered by 5.30pm within 3 working days after shipment.

For full delivery information please visit our Delivery Information page.

For information on delivery charges please see the table below.

  • Destination
  • Price
  • FREE when you spend
  • UK Standard
  • UK Express**
  • £6
  • £120
  • Europe Standard
  • £6
  • £60
  • Europe Express
  • £12
  • £120
  • Rest Of World Standard
  • £10
  • £60

For full delivery information please visit our Delivery Information page.

All in-stock orders (both standard and express) are processed within 1-2 working days.

Note: if you place an order after 12 pm GMT on a Friday, your order may not be shipped until the following Monday.

Once we have shipped your order out to you, we’ll drop you an email to let you know. To track your order you can click on the link in the dispatch email.

You can also find a link to the tracking information on your My Orders page.

We currently use Royal Mail as our courier for our delivery services.

We’re very sorry if the delivery didn’t go to plan.

To get this sorted as soon as possible please send us an email ([email protected]) and we’ll do our best to get back to you as soon as possible.

Make sure to include any relevant details like an order number, account email, photos, or anything else that will help us answer your question.

We’re very sorry, however, we are unable to amend your delivery option once an order has been placed.

Yes, you can place an order for delivery to a different address other than your billing address.

If you are not around to take delivery of your order, you can contact the carrier directly to provide further details, referencing your tracking number.

If the carrier attempts delivery and you are not available, they will leave a calling card informing you how to rearrange your delivery.

Yes, insurance is included in the value of the order.

All online orders are shipped from the UK and any delivery address outside the EU is possibly subject to import duties and taxes, which are levied when the delivery reaches the specified destination. The cost varies by country. You will be responsible for payment of any such import duties and taxes. Please note that we do not have control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

CANCELLATIONS & RETURNS

All purchases may be returned within 30 days. Please ensure that items are unworn and undamaged. All items must be returned with any original packaging, including any tags the item came with.

Please note that earrings are non-returnable for reasons of hygiene and safety.

Refunds may only be issued to the account used to make the original purchase.

Earrings are non-returnable for reasons of hygiene and safety.

To request a return, simply contact our customer service team by emailing: [email protected]. You will need to provide your order number.

Once that’s completed, we’ll send you a prepaid shipping label with return instructions.

Once your return has been received and validated, you will receive an email to confirm the validation. Your refund will then be processed and confirmed to you by email.

We will process a refund back to the original account used to purchase the item.

For full returns information please visit our Returns & Refunds page.

Please allow up to 10 working days for your returned parcel to be received. We’ll send you an email as soon as your return has been processed. Refunds take 3-5 working days to reach your account.

If you haven’t heard from us after 10 working days of sending your parcel back to us, get in touch below with your proof of return.

We’re really sorry that you’ve been refunded the wrong amount.

So that we can help, please contact our customer service by sending an email to [email protected], providing your order number and details of the items you have returned, and we will look into this as quickly as possible.

If you have received a damaged, defective, or incorrect time, contact [email protected] with a photo of the damage, or the wrong item you received, as well as your order number. We’ll take care of you!

Unfortunately, we’re not able to offer an exchange through the website. If you wish to receive another size or item, a new order will need to be placed.

We refund the full purchase price to the original payment method. As we offer a free UK returns service via Collect+, we will be unable to reimburse shipping costs should you choose to return ship by your own methods. All orders must be returned with original packaging for a full refund of the purchase price.