Shipping Policy

 

At Chinese Heritage & Heart Atelier, we are committed to providing safe, reliable, and compliant international shipping to all our customers, with full respect for Australian Consumer Law (ACL).

1. Shipping Destinations

We ship to most countries and regions globally. However, due to certain legal restrictions or logistics limitations, we are unable to ship to the following locations:

• Bahamas

• Yemen

• Cuba

• Iran

• Sudan

• Syria

We continue to expand our delivery capabilities.

2. Shipping Cost：

• Australia & New Zealand：

  • Free standard shipping for orders over AU$100

  • Premium Shipping: AU$8 flat rate. Please note that additional charges may apply for deliveries to remote or rural areas in Australia.

• Other international destination

  • Shipping fees are calculated automatically at checkout based on order weight and destination.

  • Some free shipping promotions may apply during sales.

• Special Notes

  1. "Free shipping over AU$100" does not apply to free or promotional items.

  2. For free gift items, a flat shipping and processing fee of AU$18 applies (including customs and handling).

Shipping charges are subject to carrier rates and may be updated periodically.

3. Processing Time & Delivery Estimates

• Order Processing Time： 2 - 5 business days (excluding weekends & holidays)

• Delivery Time：

Please note: Actual delivery time may be affected by customs processing, carrier delays, public holidays, or unforeseen circumstances.

4. Tracking Orders

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.

• You can track your order here: https://www.yuntrack.com/track?nums=

• Or via universal tracking tool: https://t.17track.net/en#nums

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5. Address & Shipping Errors

• Customers are responsible for providing accurate shipping addresses.

• Please contact us within 2 hours of placing your order if any information needs to be corrected.

• Once the order is processed and shipped, address changes may not be possible.

The seller is not responsible for any delivery failure caused by the customer providing an incorrect address.

6. Customs, Duties & Taxes

• International shipments may be subject to customs duties, import taxes, or fees imposed by the destination country.

• These charges are the buyer's responsibility and are not included in product or shipping prices.

• We are not responsible for customs delays.

These fees vary depending on local policies and are not within our control.

7. Delivery Delays & Lost Packages

• If your order hasn’t arrived within 60 days of shipment, please contact us for assistance.

• We will either reship your order or issue a full refund depending on the situation.

If the item has not been delivered within 60 days of shipment, please contact us immediately.

8. Force Majeure

We are not responsible for delays or failures in delivery caused by:

• Natural disasters, pandemics, war, or strikes;

• Transportation disruptions beyond our control;

• Government actions or customs regulations.

The seller is not responsible for delays caused by natural disasters, epidemics, wars, strikes, transportation disruptions, government control, etc.

9. Contact Us

For any shipping inquiries, please feel free to contact us:

• 📧 Email: chineseheritageheartatelier@gmail.com