Shipping & Returns

SHIPPING AND POSTAGE

All orders are processed within 3 working days (usually within 24 hours) and will be packed safely and securely for delivery from Melbourne. We will email you a confirmation once your order has been shipped, including a tracking number.

Within Australia 

We ship with Australia Regular Post with tracking. Postage is calculated at the checkout based on the weight. All orders of $100 and above will receive free shipping. 

Weight

AUD $

up to 1kg

$9.00

1kg - 3kg $15.00
3kg plus
$25.00

 

Delivery time is usually within 5 working days. Please note, we cannot guarantee delivery times. If your order does not arrive within a reasonable time please contact us by phone or email.

If you require faster shipping please contact us at hello@janeheng.com for express / courier rates if your order is urgent.

 

International

Currently we ship using Registered International Air Mail via Australia Post with tracking. Delivery of your order may take up to 14 working days. Please specify a daytime delivery address. Note we do not ship to PO Boxes. 

You may be liable for import and/or customs duties on your order and will be responsible for paying these duties to release your order from customs upon arrival.

All currency is in Australian Dollars.

If you require faster shipping please contact us at hello@janeheng.com for international courier rates if your order is urgent. 

Please note we do not ship to all countries in Europe. Currently we ship only to Belgium, Denmark, France, Germany, Ireland, Netherlands, Poland, Portugal, Spain, Sweden, UK. 

**We take no responsibility for charges or delays incurred at receiver's end as this can vary depending on the rules of customs in each country. For further details on our shipping policies, please refer to the Customs Information page.

Weight

NEW ZEALAND

USA  / CANADA

EUROPE

HONG KONG / MALAYSIA / SINGAPORE / SOUTH KOREA

up to 0.5kg

AUD $15.00

AUD $21.00

AUD $26.00

AUD $19.50

0.5kg - 1kg

AUD $15.00

AUD $36.00

AUD $48.00

AUD $33.00
1kg - 1.5kg AUD $35.00 AUD $49.00 AUD $66.00 AUD $44.00
1.5kg - 2kg
AUD $45.00
AUD $60.00
AUD $87.00
AUD $56.00

 

Returns and Replacements 

Goods sold are non-refundable, unless faulty within 6 months, where we offer the option of exchange as well as refund. Please note we cannot exchange or return if you have simply changed your mind. Please choose carefully.

Please note that international orders (outside of Australia) can only be returned for a store credit and that we cannot provide a refund. 

 

Faulty Items

All Jane Heng items are checked for quality before they are shipped to customers. However on rare occasions there may be a fault we did not find. Wear and tear in the course of normal use is not considered a fault. Jewellery, gemstones, fine silk and ceramic items are delicate and should be handled carefully. Please see our Care Instructions on the website for further information on this.

If you wish to return a faulty product, Jane Heng Designs will gladly exchange or refund the original piece in accordance with the following process:

  • The product must have been purchased within 6 months of notification. 
  • You must notify by email hello@janeheng.com and send a photograph of the item with a description of the fault.
  • A "proof of purchase", being either the PayPal confirmation, bank statement, or email confirmation 
  • Jane Heng Designs will respond within 2 working days and confirmation of the address to post your item. 
  • Jane Heng Designs cannot be responsible for goods that may be lost or damaged during return shipping so please ensure all items being returned must be thoroughly packaged with bubble wrap, packed securely and clearly addressed. Registered post is recommended. Any items not thoroughly packaged to avoid damage during transit will not be accepted, so please take care when posting 
  • On International returns you must mark on the postal company's consignment so that the products do not attract customs duties and taxes again. 
  • The item will be assessed upon receipt for fault. 
  • Jane Heng Designs will then refund the price to you in full, replace the product or exchange for a different product. 
  • Exchanges are only possible if the item is available. Jane Heng Desgins can only exchange faulty items for the same item in the same style, subject to availability 
  • Refunds will be made through PayPal. The refund will be processed as soon as the items have been received by Jane Heng Designs.