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FAQ
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. 💌
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 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 underwear and sale items), which never expires and can be used anytime in the future.
Having issues with international tracking numbers?
Once your order is on its way, you’ll receive a tracking email. You can track your order HERE , if you’re unable to see progress email customerservice@jaymes.com.au and we’ll help check in with the courier for you.
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 3 business days, please contact Australia Post directly to lodge a claim.
Please note: Jaymes cannot be held responsible for lost or stolen parcels.
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.
Holiday Shipping
Our team takes a short pause over the holidays to rest and recharge. Orders placed on Christmas Eve, Christmas Day, New Year’s Eve, New Year’s Day, and public holidays will be processed once we’re back in the HQ. Thank you for your patience during these times.
Domestic Shipping (Australia)
We are happy to offer free standard shipping on all Australian orders over $260 AUD. For orders under $260, shipping costs are:
- Standard: $10 AUD (2–5 business days)
- Express: $12 AUD (1–2 business days)
Orders placed before 12 pm AEST (Mon–Thurs) are usually dispatched the same day. Orders placed after this time, or on weekends, will ship the next business day. During sales or launches, please allow an additional 1–5 business days for dispatch.
Express Shipping
If you’d like your Jaymes pieces extra quickly, we recommend choosing Express shipping at checkout. Express orders placed before 12 pm AEST are usually shipped the same day. Orders placed after will ship the following business day.
Order Tracking
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.
For any questions about shipping, our customer care team is here for you—just email customerservice@jaymes.com.au.
Jaymes is proud to ship worldwide. Here’s everything you need to know about shopping with us from outside Australia:
How can I shop in my local currency?
Our store prices are listed in AUD (Australian Dollars). You can still check out in your local currency—your bank or payment provider will automatically convert the amount for you at the current exchange rate.
What shipping options are available for international orders?
We offer Standard and Express International Shipping through Australia Post:
- Standard: 5–20* business days
- Express: 3–7* business days
Shipping rates are calculated at checkout depending on your region. And the best part? We offer free standard worldwide shipping on orders over $260 AUD.
What are the processing and shipping times for international orders?
Our team carefully prepares and dispatches orders within 1–2 business days (excluding Fridays, weekends and holidays). Shipping times vary by destination:
- Express: 3–7* business days
- Standard: 5–20* business days
Please note that customs delays can occasionally occur, and unfortunately are outside of our control.
How can I track my international order?
Once your order has shipped, you’ll receive an email with your Australia Post tracking number so you can follow your parcel’s journey. You can also find it HERE
Will I be charged duties and taxes for international orders?
Yes—depending on your country, your order may be subject to import duties, taxes, or customs fees. These charges are the responsibility of the customer and are not covered by Jaymes. We recommend checking with your local customs office for more details before placing your order.
Can I return international orders?
Yes—we happily accept returns on full-priced items (excluding underwear and sale items) provided they are in original condition (unworn, unwashed, with tags attached). To initiate a return, simply email us at customerservice@jaymes.com.au. Please note that return postage costs are the responsibility of the customer. Once received and inspected, we’ll issue a store credit within 1–2 business days. Store credits never expire.
What about pre-orders?
If your order contains a pre-order item, your entire order will be shipped together once all pieces are available. If you’d like to receive your in-stock items sooner, we recommend placing two separate orders.
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.
What is your return and exchange policy?
We want you to feel completely in love with your Jaymes pieces. If you’re not 100% satisfied Please email customerservice@jaymes.com.au within 10 days of receiving your items. Just have your order number and email handy (you’ll find your order number in your Jaymes confirmation email).
Jaymes offers store credits only. Exchanges will be given a store credit for the price of the garment so a new order can be placed online.
We gladly accept returns or exchanges on items that are not marked as SALE, as long as they are in their original condition (unworn, unwashed, with tags attached). For hygienic reasons, we do not accept returns on underwear unless they are unopened in original packaging.
Will I be able to return items purchased with my welcome discount code?
Yes, absolutely. Items purchased with your welcome code are eligible for return or exchange as long as they meet our return conditions. Your store credit will be issued for the amount you paid for it.
How soon will I get my store credit?
Once your return reaches our warehouse, please allow 1–2 business days ( not including Fridays, weekend or holidays ) for it to be processed. We’ll send you an email confirmation as soon as your store credit has been issued.
Are any items final sale?
- All items marked “Sale” are not eligible for return or exchange.
- For hygiene reasons, we cannot accept returns on underwear bottoms or socks, unless faulty.
- Shipping charges are non-refundable.
If you’re unsure about sizing, fit, or fabric, our Customer Care team is always happy to help you before you place your order.
International Returns
If you’re returning from outside Australia, Please email customerservice@jaymes.com.au within 10 days of receiving your items.
I’m a few days past the return window, what do I do?
Life happens—we get it. Please reach out to us at customerservice@jaymes.com.au and we’ll do our best to accommodate you.During the holiday season we extend our exchange window for all orders placed in Dec / Jan.
Is Jaymes organic bamboo?
Our Organic bamboo is 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 ensured 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?
To find out how a piece fits, check our Sizing and the fit notes on each product page. Most Jaymes styles are designed with a comfortable, relaxed fit, our fabric has superior stretch retention and molds to your body without losing its elasticity. If you’d like personalised guidance, our Jaymes Angels are happy to help—just email customerservice@jaymes.com.au.
Explain your price point.
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 purchase supports healthier, more sustainable choices for both you and the planet.
How do I care for my garments?
Our bamboo fabrics need a little love to last:
- Bamboo underwear & basics: Gentle cycle on cold wash with like colours, ideally in a wash bag for protection. Mild detergent. Hang to dry. Hand wash if you have a top loader to avoid tangling & snapping.
- Warning: Harsh detergents & tumble drying can cause the fabric to pill.
- Delicate lace pieces: Hand wash in cold water only to preserve delicate trims.
What sizes do you offer?
Our collection currently runs from XS (AU 6) 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.