FAQ

FAQ

SHIPPING

What are the shipping fee and delivery timeline?

 

Your purchase will be dispatched in less than 2 days unless the order includes items available in Pre-Order. If the item is only available for Pre-Order, the information will be provided in the product page. During holidays and sales please allow an extra day for us to be able to handle all incoming orders.

Delivery times will depend on where you’re located, our shipping partners and the service of your choice.

Shipping Service

Waiting Timeframe

Price

Countries

 UPS Express Delivery

2 to 5 Business Days

7.99€

EU

FedEx Express Delivery

2 to 5 Business Days

20€

US/Canada

FedEx Standard Delivery

4 to 9 Business Days

9.99€

Out of EU

DHL Express Delivery

1 to 3 Business Days

7.99€

Germany

 

 

Will I be charged duties and taxes?

 

  • Europe: No taxes will be charged upon delivery. Our orders are packed and fulfilled in Germany.
  • US: No taxes or duties will be charged on orders under 800$
  • Canada: Taxes/Duty fees will be charged upon delivery; these are about 25% of the purchase’s full amount.

 

If you’re purchasing from a country outside of the EU Zone, please note that If applicable, customs fees, added VAT and country of destination handling fees are the receiver's responsibility and may vary from country of destination.

 

Where do you ship to?

 

We ship worldwide although we do not ship to PO Boxes, APO or FPO addresses.

 

Is signature required on delivery?

 

Signature will not be required upon delivery on either of our shipping services. FedEx, UPS or DHL will deliver the package at your address and it may be received a family member or friend.

 

RETURNS AND EXCHANGES

What's your return and exchanges policy?

 

As a Hey Harper client, you're entitled to a 30-day return/exchange window once you receive your package. We do not provide free return shipping labels and shipping fees are non-refundable. Please check our Returns + Exchanges page for all the information.

 

How much is the return shipping fee?

 

The price of the return shipping fee will vary on where you’re located. If you’re shipping from outside the EU, please send us a tracking reference so we can identify your package even if it is held at customs. If you have any questions on returns please contact us via info@heyharpershop.com

 

When will I receive my return?

 

You’ll receive your refund once the returned items are received at our warehouse and processed by our collaborators. This may take up to 5 business days once after the package is received. The amount may take 1 to 3 days to be available in your account due to being an international bank transfer.

 

MY ORDER

How do I find my order number?

 

You’ll receive an order confirmation e-mail once the purchase is complete, the order number will be provided there. The order will also be associated on your customer profile in our website.

If you’re having trouble finding your order number, please contact us via info@heyharpershop.com and provide your purchaser name or email.

 

Can I cancel my order?

 

Please note that as our team is constantly making efforts to get your order dispatched as quickly as possible, we may not be able to cancel your order upon request.

Please send an email to info@heyharpershop.com, if the order was not sent out when our support assistant reads your request, he/she may be able to cancel it.

 

Can I update my order?

 

Please note that as our team is constantly making efforts to get your order dispatched as quickly as possible, we may not be able to update your order upon request, either on items or delivery details.

Please send an email to info@heyharpershop.com, if the order was not sent out when our support assistant reads your request, he/she may be able to update it.

 

Can I change my address?

 

We’re unable to guarantee changes to the delivery address, please note that as our team is constantly making efforts to get your order dispatched as quickly as possible.

Once the order is shipped, we at Hey Harper will be unable to change the delivery address, although that request may be done on the carrier’s website (depending on the service of you choice).

 

How can I track my order?

 

You’ll receive a shipping confirmation e-mail once your order is shipped out of our warehouse. You’ll be given a tracking link, so you’ll be able to follow the package on the courier’s platform.

If you’re having issues when tracking you order, please reach out on info@heyharpershop.com and our customer support assistant will be able to help you.

 

COLOR WARRANTY

*All chains and earrings are covered by one year warranty stainless steel items (golden or silver colored). Rings are covered for 6 months.

At Hey Harper we don’t play about the quality of our pieces. We don’t say our jewelry is waterproof for the sake of marketing purposes - we actually mean it.

So, if your chains, earrings or rings lose the color under one year (6 months for rings) since they were purchased we will immediately send store credit on the value payed for the item. Enamel items (such as the "Tiny Amour Necklace") and details are not covered in our color warranty.

All you have to do is to send an email to our customer support - info@heyharpershop.com

The golden tone may turn slightly darker after wearing but it'll not fade. The one year warranty doesn’t cover jewellery breakages or wearing scratches. The color warranty does not include the tiny jump rings and fastenings.

SHIPPING

What are the shipping fee and delivery timeline?

 

Your purchase will be dispatched in less than 2 days unless the order includes items available in Pre-Order. If the item is only available for Pre-Order, the information will be provided in the product page. During holidays and sales please allow an extra day for us to be able to handle all incoming orders.

Delivery times will depend on where you’re located, our shipping partners and the service of your choice.

 

Shipping Service

Waiting Timeframe

Price

Countries

 UPS Express Delivery

2 to 5 Business Days

7.99€

EU

FedEx Express Delivery

2 to 5 Business Days

20€

US/Canada

FedEx Standard Delivery

4 to 9 Business Days

9.99€

Out of EU

DHL Express Delivery

1 to 3 Business Days

7.99€

Germany

 

 

WILL I BE CHARGED DUTIES AND TAXES?

  • Europe: No taxes will be charged upon delivery. Our orders are packed and fulfilled in Germany.
  • US: No taxes or duties will be charged on orders under 800$
  • Canada: Taxes/Duty fees will be charged upon delivery; these are about 25% of the purchase’s full amount.

 

If you’re purchasing from a country outside of the EU Zone, please note that If applicable, customs fees, added VAT and country of destination handling fees are the receiver's responsibility and may vary from country of destination.

 

Will I be charged duties and taxes?

 

  • Europe: No taxes will be charged upon delivery. Our orders are packed and fulfilled in Germany.
  • US: No taxes or duties will be charged on orders under 800$
  • Canada: Taxes/Duty fees will be charged upon delivery; these are about 25% of the purchase’s full amount.

 

If you’re purchasing from a country outside of the EU Zone, please note that If applicable, customs fees, added VAT and country of destination handling fees are the receiver's responsibility and may vary from country of destination.

 

Where do you ship to?

 

We ship worldwide although we do not ship to PO Boxes, APO or FPO addresses.

 

Is signature required on delivery?

 

Signature will not be required upon delivery on either of our shipping services. FedEx, UPS or DHL will deliver the package at your address and it may be received a family member or friend.

 

RETURNS AND EXCHANGES

What's your return and exchanges policy?

 

As a Hey Harper client, you're entitled to a 30-day return/exchange window once you receive your package. We do not provide free return shipping labels and shipping fees are non-refundable. Please check our Returns + Exchanges page for all the information.

 

How much is the return shipping fee?

 

The price of the return shipping fee will vary on where you’re located. If you’re shipping from outside the EU, please send us a tracking reference so we can identify your package even if it is held at customs. If you have any questions on returns please contact us via info@heyharpershop.com

 

When will I receive my return?

 

You’ll receive your refund once the returned items are received at our warehouse and processed by our collaborators. This may take up to 5 business days once after the package is received. The amount may take 1 to 3 days to be available in your account due to being an international bank transfer.

 

MY ORDER

How do I find my order number?

 

You’ll receive an order confirmation e-mail once the purchase is complete, the order number will be provided there. The order will also be associated on your customer profile in our website.

If you’re having trouble finding your order number, please contact us via info@heyharpershop.com and provide your purchaser name or email.

 

Can I cancel my order?

 

Please note that as our team is constantly making efforts to get your order dispatched as quickly as possible, we may not be able to cancel your order upon request.

Please send an email to info@heyharpershop.com, if the order was not sent out when our support assistant reads your request, he/she may be able to cancel it.

 

Can I update my order?

 

Please note that as our team is constantly making efforts to get your order dispatched as quickly as possible, we may not be able to update your order upon request, either on items or delivery details.

Please send an email to info@heyharpershop.com, if the order was not sent out when our support assistant reads your request, he/she may be able to update it.

 

Can I change my address?

 

We’re unable to guarantee changes to the delivery address, please note that as our team is constantly making efforts to get your order dispatched as quickly as possible.

Once the order is shipped, we at Hey Harper will be unable to change the delivery address, although that request may be done on the carrier’s website (depending on the service of you choice).

 

How can I track my order?

 

You’ll receive a shipping confirmation e-mail once your order is shipped out of our warehouse. You’ll be given a tracking link, so you’ll be able to follow the package on the courier’s platform.

If you’re having issues when tracking you order, please reach out on info@heyharpershop.com and our customer support assistant will be able to help you.

 

COLOR WARRANTY

*All chains and earrings are covered by one year warranty stainless steel items (golden or silver colored). Rings are covered for 6 months.

At Hey Harper we don’t play about the quality of our pieces. We don’t say our jewelry is waterproof for the sake of marketing purposes - we actually mean it.

So, if your chains, earrings or rings lose the color under one year (6 months for rings) since they were purchased we will immediately send store credit on the value payed for the item. Enamel items (such as the "Tiny Amour Necklace") and details are not covered in our color warranty.

All you have to do is to send an email to our customer support - info@heyharpershop.com

The golden tone may turn slightly darker after wearing but it'll not fade. The one year warranty doesn’t cover jewellery breakages or wearing scratches. The color warranty does not include the tiny jump rings and fastenings.