Shipping policy
Shipping Policy
Thank you for choosing The Heavenly.
We are committed to providing clear shipping information and ensuring that customers understand the delivery process before placing an order.
Please review the following information regarding shipping costs, processing times, delivery estimates, and order tracking.
1. Our Free Product Offer
Products included in The Heavenly's final collection are offered free of charge.
Customers pay only the applicable shipping fee associated with their order.
Shipping is not free.
The shipping cost is disclosed before the order is completed and must be paid for the order to be processed.
Customers can review the final payable amount before confirming payment.
2. Shipping Costs
Shipping costs depend on the applicable shipping option, destination, and order details.
The available shipping rate and final shipping charge will be displayed during checkout before payment confirmation.
There is no additional product purchase price for items expressly included in our free final collection offer.
Customers will not be charged an undisclosed product fee after placing an order.
3. Order Processing Time
Orders are normally prepared within [INSERT ACTUAL PROCESSING TIME] business days after payment confirmation.
Processing may include order verification, quality checks, secure packaging, and preparation for dispatch.
Business days exclude weekends and applicable public holidays.
If an unexpected processing delay occurs, we will provide updated information when reasonably possible.
4. Estimated Delivery Time
Estimated delivery times depend on the destination and shipping service selected.
This is the estimated time in transit after dispatch. Total delivery time consists of both order processing time and transit time.
Estimated arrival dates may vary due to carrier operations, customs processing, local conditions, or other circumstances affecting transportation.
If a material delay occurs, please contact our customer support team.
5. Shipping Destinations
The Heavenly ships to the countries and regions available for selection during checkout.
Shipping availability may vary by destination.
If your country or region is not available at checkout, please contact us before placing an order.
We cannot guarantee delivery to destinations not supported by our shipping partners.
6. Order Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information when tracking is available for the selected service.
Tracking updates may take some time to appear after the carrier receives the package.
If you experience difficulty tracking your shipment, please contact us at:
7. Customs, Duties, and Import Taxes
International shipments may be subject to import duties, taxes, or customs processing requirements depending on the destination country.
Where such charges are not collected by The Heavenly at checkout, they may be collected by customs authorities or the delivery provider, subject to applicable law.
Any known import charges collected by The Heavenly will be disclosed during checkout.
Please contact us before ordering if you need clarification regarding charges associated with your destination.
8. Incorrect Shipping Information
Customers are responsible for providing accurate and complete shipping information during checkout.
If you notice an error in your shipping address, please contact us immediately.
We will make reasonable efforts to update your address before dispatch.
Once a package has been handed over to the carrier, address changes may no longer be possible.
Any additional charges arising from an incorrect address will be communicated before being charged, where applicable.
9. Lost or Missing Packages
If your package is missing, significantly delayed, or shows an unexpected delivery status, please contact our customer support team.
We will investigate the issue with the shipping provider.
If a package is confirmed lost or is not delivered due to circumstances for which The Heavenly is responsible, we will provide an appropriate replacement or refund in accordance with applicable consumer protection laws.
10. Damaged Packages
If your order arrives damaged, please contact us as soon as reasonably possible.
Include your order number and photographs of the damaged item or packaging where available.
We will review the issue and provide an appropriate resolution under our Refund & Return Policy and applicable law.
11. Order Changes and Cancellations
If you need to cancel an order or make changes to your shipping details, please contact us as soon as possible.
Orders that have not yet been dispatched may be eligible for cancellation and a full refund of the shipping payment.
After dispatch, our standard return and refund procedures will apply, without limiting your statutory rights.
12. Contact Information
For questions about shipping costs, order processing, delivery, or tracking, please contact:
The Heavenly
Email: contact@theheavenly.store
Customer support hours:
Monday – Friday | 9:00 AM – 6:00 PM
Have a question about your order?
We respond within 24 hours — every message is read personally.
