ORDERS
How long will it take to receive a response to my email?
We’re a small but passionate team and we work hard to respond to every message with the care it deserves. You can usually expect to hear back from us within 1–2 business days. During busy periods, it may take up to 4–5 business days*, but we promise we haven’t forgotten you! Thank you so much for your patience. 

When will my order be dispatched?
Orders placed before 12 pm AEST Mon–Thurs are usually dispatched the same day. Orders placed after this time, or on Fridays or weekends, will ship the next business day. During sales or launches, please allow an additional 1–5 business days for dispatch.

How can I track my order?
As soon as your order leaves us, you'll receive an email with your tracking number so you can follow your parcel's journey via Australia Post.

The item I want is out of stock, what do I do?
Our bamboo pieces are made in small, considered batches and can sell out quickly. We recommend signing up for the “Notify me when i’m back in stock” on the product page so you’ll be the first to know when your size and style is back in stock. If they are limited edition they won’t be coming back in stock. 

Do you offer free shipping?
Yes! We offer free standard shipping worldwide on all orders over $260 AUD. 

Orders are carefully packed and usually leave our warehouse within 1–2 business days, excluding Friday, weekends and holidays. Once shipped, you’ll receive a tracking number so you can follow your order’s journey. Once processed, your order is expected to be delivered within 2-5* business days with standard delivery. 

• Australia: 2–5* business days depending on your location.
  
• International: 5–15* business days depending on destination.
  

What if I need to change my order?
Once an order is placed, we’re unable to make changes to the items. If you spot an error in your shipping address, please email customerservice@jaymes.com.au right away. We’ll do our best to update it before your parcel leaves our warehouse, but we can’t guarantee changes once processing has begun.

I need to cancel my order what should I do?
Once an order has been confirmed, we’re unable to make any changes including cancellations or size swaps. Please double-check your details at checkout to avoid any disappointment. If your order isn’t quite right when it arrives, you’re welcome to return it for a store credit (excluding opened underwear and sale items), which never expires and can be used anytime in the future.

My tracking says “delivered,” but I can’t find my parcel. What now?
Don’t stress just yet! Sometimes couriers mark a parcel as delivered a little early. Double-check your shipping address in your order confirmation and ask neighbors in case it was left nearby. If it still hasn’t turned up after 2 business days, please contact Australia Post directly to lodge a claim.
Please note: Jaymes cannot be held responsible for lost or stolen parcels. 

DISCOUNTS 
Do you offer discount codes?
Yes! Shop any 7+ styles and receive 20% off automatically at checkout. This offer excludes bundle products. You can find more discount codes with our Rewards Program. 

Can I use other discount codes?
Discount codes can be used on any products except bundle products. 

Can I combine discount codes?
Only one discount code can be used per order.

Can I use a loyalty discount on bundles?
Loyalty discount codes cannot be applied to bundle products.


GIFTCARDS
Do you offer gift cards?
Yes, we do! Jaymes e-Gift Cards are available in values from $25–$500 and are delivered via email. You can add a personal message, send instantly, or schedule delivery for a later date. All gift cards are final sale and cannot be refunded.

How can I check my current gift card balance?
Simply enter your gift card code at checkout, and the remaining balance will automatically be applied. If you need help, email customerservice@jaymes.com.au.

Will I be charged extra tariffs or fees on delivery?
No. All tariff charges are included in the price. That means no extra fees or surprise fees on delivery, just your Jaymes favourites arriving straight to your door.

What shipping options are available in the US?
We offer Standard and Express Shipping via Australia Post:

• Standard: $15 USD, 5–15 business days*
• Express: $20 USD, 3–7 business days*

We offer free standard shipping on US orders over $185 USD.

How long does processing take?
Orders are dispatched within 1–2 business days* (excluding Fridays, weekends and holidays). Please note: Express shipping refers to the shipping time once your parcel has been dispatched.

How can I track my order?
Once your order ships, you'll receive a tracking email from Australia Post so you can follow your parcel's journey.

What's your returns policy?
At Jaymes, we want you to absolutely love your pieces. For eligible returns, we offer a store credit (no expiry) or an exchange. Please note we don't offer refunds for change of mind. In line with national health regulations for hygiene, we're unable to accept exchanges or returns on underwear (panties) that have been opened or tried on.

We've made exchanges even easier with our Returns Portal. Simply start your return online and we'll send your new order out as soon as your original piece is received and approved. We're also happy to offer a store credit (with no expiry) for eligible returns.

Ready to start an exchange? Head to our Returns Portal within 30 days of receiving your order. To reach out to us directly, email customerservice@jaymes.com.au we're always happy to help.

What is "Checkout+" coverage?
When you opt-in for coverage at checkout, your return shipping label is included, allowing you to return any item(s) in your order for a store credit or exchange for free. If you decide not to purchase Checkout+ coverage, you can still return eligible items, however, you’ll be responsible for the cost of the return shipping label, as well as the shipping cost for your new exchanged item to be sent to you.Checkout+ return package protection is currently available in Australia, New Zealand & America.

What methods of payment do you accept?

We accept all major credit cards (Visa, MasterCard, American Express), along with PayPal, Apple Pay, Afterpay, and Klarna.  Please note we do not accept personal checks, prepaid debit cards, or money orders.

Will I be charged Sales Tax / GST?

Yes Australian orders include GST where applicable. International orders may be subject to local duties or taxes, which are the responsibility of the customer and vary by country. Any tax estimates will be shown at checkout where possible.

What is Afterpay?

Afterpay lets you shop your favourite Jaymes pieces now and pay later, with four equal fortnightly instalments always interest-free. Minimum spend is $50 AUD. 

How do I use Afterpay?

Simply shop on jaymes.com.au as usual and select Afterpay as your payment method at checkout. You’ll be directed to the Afterpay website to log in or create an account, confirm your payment details, and complete your order.

How does the Afterpay payment schedule work?

• Your first instalment is paid at the time of purchase.
  
  
• The remaining three payments are automatically deducted every two weeks from your chosen payment method.
  
  
• You can log into your Afterpay account anytime to view your payment schedule or make early payments.
  
  

The best part? There’s no interest or hidden fees when you pay on time.

Is Jaymes organic bamboo?

Our Organic bamboo is grown in wild crops without any synthetic fertilizers, pesticides, and herbicides, and are free of GMOs. Certified by Organic Crops Improvement Association International ( OCIAI ). It’s processed into fibre using the Global Organic Textile Standard (GOTS) approved, recyclable organic chemicals in a closed-loop system, this ensures zero chemical waste is released into the environment. Our premium organic bamboo is truly life changing, a safe & healthy choice for you and our mother earth.  

What is OEKO-TEX® STANDARD 100?

This world renowned organisation is a third party testing facility that has ensures no harmful substances are used in the process of making & dyeing our premium organic bamboo. No AZO dyes, PFAS or PFCS are used to process our bamboo. It’s our promise to you that our products are safe & healthy to wear all day everyday. Say goodbye to wearing toxic chemicals!

What are low-impact dyes?

All Jaymes pieces are dyed with low-impact, non-toxic dyes that are safe for your skin and the environment. Low-impact dyes absorb better, use less water, and avoid the harmful chemicals often found in conventional clothing production.

Where is your product made?

Jaymes products are hand made in carefully chosen ethical factories in China following strict social and environmental standards. Our factories are regularly audited to ensure fair working conditions and ethical production practices. 

Are your factories certified and ethical?

Our supplier holds internationally recognised certifications BSCI & SA8000 ensuring our makers well-being, a safe workplace environment, fair wages and ethical working conditions.  With each piece lovingly hand made it's extremely important to us that we are supporting safe, legal and ethical manufacturing. 

What materials do you use to ship your orders?

We’re committed to reducing environmental impact. All Jaymes orders are shipped in 100% biodegradable mailers, packed in 100% biodegradable slips with a 100% cotton reusable pouch, with cardboard hangtags & cotton rope. Our postcards & packing slips are 100% recycled paper. 

Is your product vegan?

Yes! All Jaymes products are 100% plant-based. No animals are harmed in the making of our bamboo pieces.

Is your office eco-friendly?

Absolutely! Our team strives to minimise our environmental footprint:

• Eco-friendly office supplies and minimal single-use plastics
• Recycling and composting bins / biodegradable bin bags
• Desks made from sustainably sourced materials
• Unbleached 100% FSC bamboo toilet paper / paper towels
• Non toxic products in our bathrooms / kitchen
• Eco-friendly, non-toxic cleaners
• Glass bottles / reusable water bottles for drinking.
• Refillable water canisters for drinking water
• Cardboard storage boxes

We believe sustainability is a daily practice, both in our products and our office life.

How does your sizing run?

Our Jaymes styles are thoughtfully designed with a soft, flexible fit that moves and moulds with your body. Our signature Organic Bamboo has beautiful stretch and natural shape retention, though some of our seamless styles may relax slightly with wear. Check the Sizing and fit notes on each individual product. Our Jaymes Angels have spent a lot of time ensuring our recommendations are up to date and precise.

For more personalised guidance, our Jaymes Angels are always here to help. Reach out to us at customerservice@jaymes.com.au with your sizing and style enquiries and we'll help you find the best recommendation. Please keep in mind that personal preference also plays a role whether you like your underwear to feel a little more firm or relaxed.

What makes Jaymes pieces worth the investment?

At Jaymes, we believe sustainability, ethics, and longevity are important to both our mother earth & us as individuals. Our pricing reflects our commitment to organic bamboo fabrics, ethical production, and eco-conscious packaging, while maintaining a healthy growing business. Every Jaymes piece is consciously created and thoughtfully priced. Every purchase supports healthier, more sustainable choices for both you and the planet. 

How do I care for my garments?

A little love goes a long way, some simple steps to keep your Jaymes bamboo in great condition:

• Gentle Wash always in cold water, mild detergent, and wash with similar colours.
• Jaymes Wash Bag for protection to avoid the tangling and pulling of delicate panties and clothing.
• Warning Harsh detergents, tumble drying and coming in contact with friction or Velcro can cause the soft Bamboo to pill. 
• Hand Wash all delicate lace in cold water or use a Jaymes Wash Bag on a gentle cycle to preserve the lace trims and maintain their delicate quality.
  

By following these care tips, you'll ensure that your Bamboo stays comfortable & beautiful for longer.

What sizes do you offer?

Our collection currently runs from XXS (AU 4) to XXXL (AU 18). If you would like larger or smaller sizes please email us, we hope to expand our size range as our demand grows.