Shipping policy
All orders are made, processed and shipped from Panama City, Panama. These have a processing time of 1 to 7 business days and in the case of high seasons, this processing time may increase.
Local Orders (Panama)
Once the order has been processed, we will confirm with the customer whether the delivery time and address provided is correct. Depending on the option selected by the client, the delivery will be coordinated with a motorized person or with Unoexpress. The Unoexpress company has delivery times of 1 to 4 business days, and you will be provided with a tracking number so you can have follow up updates of the package.
Shipping costs for your order are non-refundable and are based on the courier provider's rates, depending on the weight of the items and your location. If required, the items in your order can be sent in separate packages.
Additional shipping charges may apply depending on your location and order size. You, as the customer, are responsible for all taxes applicable to the delivery of your package, including sales tax, value added tax, customs duties and any other charges that arise depending on the requirements and laws of Panama.
If there is any damage to the items you ordered upon delivery, please contact us at heartfuljewelsinfo@gmail.com, within 14 days of receiving your order and send us photos of the condition of the package when it arrived, as well as photos of the damage to the product. An evaluation will be made if a replacement or refund of the item applies.
(Note: The item refund does not include the shipping fee. This charge is non-refundable as the courier does not issue returns.)
International Orders
Once the order has been processed, shipments will be made through DHL, according to the delivery address provided. Shipping times depend entirely on the Delivery Courier and the customs of your country. These can vary from 1 to 8 weeks, depending on the delivery region.
The tracking number of the package(s) will be sent to your email once it is available.
For shipping updates, please refer to the information available on your tracking number. You can also contact your local DHL office, as they have the most up-to-date information and their customer service can inform you of the latest package movements. After a package has been marked as delivered to a correct shipping address, we are not responsible for lost or stolen packages, please contact the courier in case you cannot find the package.
Shipping costs for your order are non-refundable and are based on the courier provider's rates, depending on the weight of the items and your location. If required, the items in your order can be sent in separate packages.
Damaged Items
If there is any damage to the items you ordered upon delivery, please contact us at heartfuljewelsinfo@gmail.com, within 14 days of receiving your order and send us photos of the condition of the package when it arrived, as well as photos of the damage to the product. An evaluation will be made if a replacement or refund of the item applies.
(Note: The item refund does not include the shipping fee. This charge is non-refundable as the courier does not issue returns.)
Customs and Tax Charges
Additional shipping charges may apply depending on your location and order size. You, as the customer, are responsible for paying all taxes applicable to the delivery of your package, including sales tax, value added tax, customs and import duties, local taxes and any other charges that arise depending on the requirements and laws of your country.
Wrong Shipping Information
Please contact us immediately at heartfuljewelsinfo@gmail.com with the necessary corrections to the delivery address. In the message please:
- Tell us the order number
- The email you used to make the purchase
- Correct shipping address and contact information such as:
First name, Last name, Phone number, Country, City, Street, etc.
If the order has not been shipped yet, we can change it. If the order has already been shipped, please contact the DHL courier immediately to avoid complications.
We are not responsible for lost packages due to the customer providing the incorrect or incomplete delivery address.
Package Returned to Sender
If the customer supplies an incorrect or incomplete address and the courier returns your item to our warehouse, you will be invoiced a reshipping fee and will again be subjected to our regular order processing times. If you choose to receive a refund instead of a resend, you will be refunded the money charged for the products but not the shipping cost, since DHL does not provide refunds for customer errors.
In the event that the package is returned to us and the shipping address was correct and no other error on your part was present, then we will resend it to you again at no additional cost. If the package requires additional shipping attempts, you will be charged the reshipping fee. It is worth mentioning that this package will be sent to the original address provided, if you decide to update the address, it will be considered as an address error on your part and you will be charged the reshipping fee.
If you have additional questions, please do not hesitate to contact me at my email heartfuljewelsinfo@gmail.com. Please allow up to 3 business days for a response.