Delivery Information
We all wait with anticipation & excitement when we've ordered something super special online! At heidi&luca, we make all of our personalised product, by hand, made for you & made with love! We endeavour to get your product to your door quickly, and without any bumps or scratches! If you require further clarification on delivery information, please read the information below.
If you have any further questions, please contact us as we're always happy to hear from you & very happy to help!
Shipping Costs
AUSTRALIA
Standard Shipping for all Orders - FREE.
Express Shipping for Orders $100 AUD and over - FREE
Express Shipping for Orders under $100 AUD - $14.40 AUD
INTERNATIONAL
NEW ZEALAND
Standard Shipping - $3 AUD
Express Shipping for Orders $200 AUD and over - FREE
Express Shipping for Orders under $100 AUD - $14.40 AUD
UNITED STATES & CANADA
Standard Shipping for Orders $200 AUD and over - FREE
Standard Shipping - $27.25 AUD
Express Shipping - $42.25 AUD
EUROPE
Standard Shipping for Orders $200 AUD and over - FREE
Standard Shipping for all Orders $32.25 AUD
Express Shipping - $47.75 AUD
UNITED KINGDOM
Standard Shipping for Orders $200 AUD and over - FREE
Standard Shipping - $32.25 AUD
Express Shipping - $47.75 AUD
ASIA PACIFIC
Standard Shipping for Orders $200 AUD and over - FREE
Standard Shipping - $24.45 AUD
Express Shipping - Express shipping rates differ by country.
Please note, we are unable to provide express shipping to some countries.
All shipping rates are confirmed upon checkout.
SOUTH AMERICA
Standard Shipping for Orders $200 AUD and over - FREE
Standard Shipping for Orders $200 AUD and under - $32.25 AUD
Express Shipping - $40.75 AUD
CENTRAL AMERICA
Standard Shipping for Orders $200 AUD and over - FREE
Standard Shipping for Orders $200 AUD and under - $39.35 AUD
Express Shipping - $54.35 AUD
MEXICO
Standard Shipping for Orders $200 AUD and over - FREE
Standard Shipping for Orders $200 AUD and under - $39.35 AUD
Express Shipping - $54.35 AUD
MIDDLE EAST
Standard Shipping for Orders $200 AUD and over - FREE
Standard Shipping for Orders $200 AUD and under - $39.35 AUD
Express Shipping - $54.35 AUD
AFRICA
Standard Shipping for Orders $200 AUD and over - FREE
Standard Shipping for Orders $200 AUD and under - $39.35 AUD
Express Shipping - $54.35 AUD
REST OF THE WORLD
Standard & express shipping rates differ and are confirmed upon checkout. Unfortunately, we are unable to ship to certain countries. Please contact us if you require further information.
International Shipping Conditions
Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer's responsibility.
Please check with your country's customs office to determine what these additional costs will be
Orders that are shipped within Australia and New Zealand will be shipped with Australia Post or StarTrack. Tracking details will be sent to you via email once the order has left our warehouse .
International orders are shipped by Australia Post.
Dispatch Times
Name Prints, Birth Prints and all paper product orders will generally leave our offices within 1-3 days, however during busy periods, sometimes it can take up to a week.
Cushion covers and blankets will be dispatched from our offices within 20 working days, from the time your order is placed.
Ordinary Shipping Times
Please note that remote locations may take an extra few days on top of the below guidance. Below information does not include production time as this differs depending on product. Please see approximate dispatch times above.
Australia
Standard shipping typically takes 2-5 business days depending on your location (Metro or Regional).
Express shipping is usually 2-3 business days but also, Express packages get to enjoy the VIP treatment of priority dispatch too with a 1-2 day turnaround time from order to dispatch.
New Zealand
Shipping typically takes 5-8 business days depending on your location (Metro or Regional).
North America
Shipping typically takes 7-10 business days.
United Kingdom
Shipping typically takes 7-12 business days.
Rest of the World
Shipping times can vary, however please allow between 10-15 business days.
Tracking & Delivery
We will provide you with a tracking number once your order has been dispatched from our offices. We recommend shipping to a location where someone will be present to sign for your order, such as a work address. If there is no one to sign for the delivery, the parcel will be taken to a Post Office for collection. As our parcels are personalised and precious, we don't like leaving them without being able to hand them over to someone who cares for them as much as we do.
Delays & Damage
If there is a delay with your delivery, the Carrier will have the most up to date information on your delivery so we recommend you first contact the Carrier with your tracking number directly. The tracking details provided include information on how to contact the shipping carrier. If you need further assistance, please contact us at heidiandluca@gmail.com and we will help.
Sometimes our parcels get damaged, even though we do package them carefully. If we could deliver them by stork we would! If your order is damaged during shipping, please let us know. Take some photos as we do require photographs of the inside and outside of the package so we can assess the damage. Please contact our customer service team at heidiandluca@gmail.com within 3 days of receiving your package for instructions.
At heidi&luca, we care about making you happy. If anything goes wrong with our product because of the way we have packaged it, please reach out and we will help. Unfortunately we can not be responsible for delays in shipping, damages in transit, packages not received, international customs issues and orders affected by issues relating to the provision of incorrect address details, as these are issues that are beyond our control.
The team at heidi&luca wish you a happy day!