Shipping policy
SHIPPING POLICY
Issued by MP ELITE LLC, a Limited Liability Company incorporated in the State of New Mexico, USA (EIN: 32-0825617), 704 Wallace St, Suite 468, Clovis, NM 88101, USA, operating the online store at heirpearl.com.
Contact: contact@heirpearl.com
This Shipping Policy forms an integral part of the Terms of Service.
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ARTICLE 1 — ORDER PROCESSING AND TOTAL DELIVERY WINDOW
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1.1 All Heirpearl jewellery is personalised and manufactured to order. We communicate a single total delivery window covering the full sequence from order confirmation to delivery, comprising:
(a) verification of personalisation details;
(b) manufacturing and engraving of the piece;
(c) quality-control inspection;
(d) packaging in the HEIRPEARL gift box and handover to the carrier;
(e) tracked transit to the Customer's address.
1.2 A shipping confirmation email, including the tracking number, is sent upon dispatch. The Customer is responsible for monitoring the tracking information provided.
1.3 Orders placed on weekends or public holidays begin processing on the next business day.
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ARTICLE 2 — SHIPPING DESTINATIONS, METHODS AND DELIVERY WINDOWS
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2.1 The Company currently ships to three destinations: Australia, the United States, and Canada. Estimated delivery windows below are total windows (processing + transit) and are expressed in business days from the date of order confirmation.
AUSTRALIA
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Standard Shipping (Free): 8 – 10 business days · Australia Post · Tracked
Priority Shipping ($4.95): 5 – 8 business days · Australia Post Priority · Tracked + confirmation
Express Shipping ($9.95): 3 – 5 business days · Australia Post Express · Insured + signature required
UNITED STATES
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Standard Shipping (Free): 8 – 10 business days · Tracked carrier
Priority Shipping ($4.95): 5 – 8 business days · Tracked carrier + confirmation
Express Shipping ($9.95): 3 – 5 business days · DHL · Insured + signature required
CANADA
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Standard Shipping (Free): 8 – 10 business days · Tracked carrier
Priority Shipping ($4.95): 5 – 8 business days · Tracked carrier + confirmation
Express Shipping ($9.95): 3 – 5 business days · DHL · Insured + signature required
2.2 All delivery time estimates are indicative only. The Company does not guarantee delivery by a specific date. Delays may occur due to factors outside our control, including carrier operational constraints, peak seasons (e.g. Christmas, Mother's Day), adverse weather, and address verification issues.
2.3 Customers outside the three destinations above are invited to contact us at contact@heirpearl.com to enquire about the possibility of an exceptional ad-hoc shipment.
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ARTICLE 3 — TRACKING
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3.1 All orders are dispatched with a tracking number, communicated by email upon dispatch.
3.2 Tracking information may take 24 to 48 hours to become active in the carrier's system following dispatch.
3.3 The Company accepts no responsibility for the accuracy or completeness of tracking information provided by the carrier.
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ARTICLE 4 — TAXES, DUTIES AND CHARGES
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4.1 The price displayed at checkout is the price the Customer pays. For Australian Customers, GST is included in the displayed total. For Customers in the United States and Canada, no additional import duties or customs charges apply on delivery.
4.2 In the event of an ad-hoc shipment outside the standard destinations (Article 2.3), the Customer is responsible for any local import duties, taxes or customs charges that may apply.
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ARTICLE 5 — DELIVERY ADDRESS
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5.1 The Customer is solely responsible for providing a complete, accurate and deliverable shipping address at the time of order. The Company ships to the address confirmed in the order.
5.2 If a parcel is returned due to an incorrect, incomplete or undeliverable address provided by the Customer, re-shipment will be arranged at the Customer's cost. If the Customer chooses not to proceed with re-shipment, a refund may be issued for the product value only, excluding shipping costs.
5.3 The Company is unable to redirect parcels in transit. Any address modification request must be submitted to contact@heirpearl.com immediately following order placement.
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ARTICLE 6 — LOST OR DAMAGED PARCELS
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6.1 Lost parcels. If the order has not arrived within 30 days of order confirmation, the Customer must notify us at contact@heirpearl.com with the order number and confirmation that the delivery address was correct. We will open an investigation with the carrier and, on conclusion, either dispatch a replacement at no charge or issue a full refund — in accordance with applicable consumer law.
6.2 Damaged parcels. If a parcel arrives visibly damaged or if the piece itself is defective, the Customer must:
(a) photograph the external packaging and the damaged item before opening or using the product;
(b) notify us at contact@heirpearl.com within 14 calendar days of delivery.
Failure to report damage within this period may limit our ability to pursue a claim against the carrier.
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ARTICLE 7 — CONSUMER GUARANTEES (AUSTRALIA)
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7.1 Nothing in this Shipping Policy limits or excludes any right a Consumer has under the Australian Consumer Law. Where a product is not delivered within a reasonable time and such failure constitutes a major failure under the ACL, the Customer's remedies under the ACL remain available in full.
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CONTACT
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For all shipping enquiries:
Email: contact@heirpearl.com
Post: MP ELITE LLC, 704 Wallace St, Suite 468, Clovis, NM 88101, USA
Response time: Within 24 hours