FAQs

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

4 to 9 Business Days

10€

US/Canada

FedEx Standard Delivery

4 to 9 Business Days

10€

Out of EU

DHL Express Delivery

1 to 3 Business Days

3€

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 note that: pierced earrings and pendants are non-returnable for reasons of safety and hygiene. No exceptions will be made. All earrings items are 1 mm - 0.039'' wide on the piercing part.
 
If you received a free item with your order please note that the promotion applies on purchases above a certain threshold.
If you'd like to send items back, making the purchase amount fall below the free item threshold, the item's amount will be discounted from your refund.
If you're interested in receiving a full refund, please return all the items you've received. 
 
The items must be returned in their original condition. No scratches, wear marks or broken pieces. The packaging may not be the original but please make sure the necklaces do not tangle or get damaged during transport.
If the items do not reach us in their original condition or are shipped 30 days after the delivery we will not process refunds or store credit.
We will not be held accountable on lost packages or any problems that may happen during the return transportation.
 
Please allow up to 20 business days for your return package to reach our address (depending on your location). We’ll only issue the refund, store credit or exchange once the parcel is delivered to us.

 

How much is the return shipping fee?

 

The price of the return shipping fee is 7.99€. This fee will be discounted on your refund or paid on our returns platform when exchanging items. 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

 

How do I start a return?

 

To submit a return/exchange please click here.

 

When will I receive my refund?

 

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.

 

Returning Defective Items

 
If you receive a proven defective piece we'll be able to provide store credit in its value, so you can get a replacement 100% free. Please reach out to our customer support: info@heyharpershop.com
If the items are broken after a 180 day period after you received you order, we will not be responsible for their replacement or repair.
We are not responsible for lost items, either within the exchange period or after.
 

Cancelling or Refusing Orders

 

Please note our team works hard to get your order dispatched as quickly as possible, once confirmed, we'll not be able to cancel your order.
If you do not want to receive your purchase, you'll have to refuse it upon delivery.
We'll be able to refund it once we receive the returned package, shipping costs will be deducted and may vary from country of destination.
If you're purchasing from outside the EU, the return package will be demanding additional customs fees, these will also be deducted from your purchase amount.

 

Black Friday & Holiday Season Update

 

Due to Black Friday & Holiday Season, all orders purchased after the 29th of October may be returns until the end of January.

 

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

 

One Year 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 jewelry breakages, wear and tear or scratches.

 

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

4 to 9 Business Days

10€

US/Canada

FedEx Standard Delivery

4 to 9 Business Days

10€

Out of EU

DHL Express Delivery

1 to 3 Business Days

3€

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 note that: pierced earrings and pendants are non-returnable for reasons of safety and hygiene. No exceptions will be made. All earrings items are 1 mm - 0.039'' wide on the piercing part.
 
If you received a free item with your order please note that the promotion applies on purchases above a certain threshold.
If you'd like to send items back, making the purchase amount fall below the free item threshold, the item's amount will be discounted from your refund.
If you're interested in receiving a full refund, please return all the items you've received. 
 
The items must be returned in their original condition. No scratches, wear marks or broken pieces. The packaging may not be the original but please make sure the necklaces do not tangle or get damaged during transport.
If the items do not reach us in their original condition or are shipped 30 days after the delivery we will not process refunds or store credit.
We will not be held accountable on lost packages or any problems that may happen during the return transportation.
 
Please allow up to 20 business days for your return package to reach our address (depending on your location). We’ll only issue the refund, store credit or exchange once the parcel is delivered to us.

 

How much is the return shipping fee?

 

The price of the return shipping fee is 7.99€. This fee will be discounted on your refund or paid on our returns platform when exchanging items. 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

 

How do I start a return?

 

To submit a return/exchange please click here.

 

When will I receive my refund?

 

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.

 

Returning Defective Items

 
If you receive a proven defective piece we'll be able to provide store credit in its value, so you can get a replacement 100% free. Please reach out to our customer support: info@heyharpershop.com
If the items are broken after a 180 day period after you received you order, we will not be responsible for their replacement or repair.
We are not responsible for lost items, either within the exchange period or after.
 

Cancelling or Refusing Orders

 

Please note our team works hard to get your order dispatched as quickly as possible, once confirmed, we'll not be able to cancel your order.
If you do not want to receive your purchase, you'll have to refuse it upon delivery.
We'll be able to refund it once we receive the returned package, shipping costs will be deducted and may vary from country of destination.
If you're purchasing from outside the EU, the return package will be demanding additional customs fees, these will also be deducted from your purchase amount.

 

Black Friday & Holiday Season Update

 

Due to Black Friday & Holiday Season, all orders purchased after the 29th of October may be returns until the end of January.

 

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

 
One Year 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 jewelry breakages, wear and tear or scratches.