Shipping Policy

HOW LONG AFTER ORDERING IS MY ORDER SHIPPED?

Jewelry orders are processed and ship within 1-3 business days and shipping time is 2-5 business days

 

WHICH CARRIER DO YOU USE?

We ship all items with UPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.

 

HOW LONG DOES IT TAKE TO ARRIVE?

We ship all orders from our USA (Florida) , EU (Amsterdam) factory. Due to Covid-19, some international packages may be delayed due to routing or customs delays.

  • USA - Within 2-5 business days
  • Canada - Within 4-10 business days
  • Europe - Within 2-7 business days
  • Australia/NZ - Within 5-15 business days
  • Rest of the World - Within 5-20 business days

Check your local mail carrier website for the latest updates on how Covid-19 is affecting deliveries. 


I DIDN'T RECEIVE MY ORDER

Please email us: heartkeeps@usa.com, quoting your order number from the confirmation email/SMS message. We'll help track down your order.

 

 

WHAT ABOUT CUSTOMS FEES/TAXES?

We do our best to help ensure your item arrives as smoothly and quickly as possible, including labelling the package with all relevant information for customs authorities.

Changes to EU customs regulations means you may be charged sales tax (VAT) upon delivery of your order. Refer to your country tax authority for guidance on what fees are due on items shipped from the USA.

If fees are charged by customs, they are payable by the recipient.

 

CANCELLATION & EXCHANGES

CAN I CANCEL OR CHANGE MY ORDER?

We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.

All Metal Art items are final sale due to its a custom made product and our warehouse won't be able to resell the item to other customers.

Please contact our support team to check if changes or cancellation are possible, and give the reason you wish to cancel.

MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?

Please contact our support team for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.

We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.

CAN I REMAKE MY PURCHASE?

We hope you'll love the item you purchased. If there's any concerns about it or you are thinking of remaking it, please contact our support team for assistance, explaining your reasons for wanting to remaking it. We offer a 30 day remake policy from date of purchase.

MY ITEM LOOKS DIFFERENT TO THE ONLINE LISTING

This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look. This allows our sellers to create many different products with their artwork, without needing to make & photograph thousands of products a day.

It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.