Order Processing
All parcels are shipped from Sydney, Australia within 1-2 days of receiving the order, excluding weekends and public holidays.
We pack all orders from Sunday - Thursday (i.e. if you place an order on Friday, it won't be packed until Sunday to be picked up by our couriers on Monday).
Please note that during holidays and promotions, order processing times may be subject to delays. We are not open on Public Holidays.
Order Cancellation
If you'd like to cancel your order, please let us know as soon as possible.
We won't be able to cancel your order if the order has already been shipped.
Please be aware that if you decide to cancel an order or partially refund an item that has been paid with Afterpay, a fee of 6% will be deducted from your final amount due to Afterpay's Merchant Fees.
Delivery Partners & Couriers
We currently use Australia Post to deliver your packages.
Shipping Fees
| Final Order Value | Standard Shipping (Estimated 2-8 Days) | Express Shipping (Estimated 1-4 Days) |
| Less than $59 | $6.95 | $12.95 |
| $60 - $120 | FREE | $6.95 |
| Over $120 | FREE | FREE |
Delivery Process
We offer Authority to Leave and Signature Required on all our shipping options. We don't charge extra for Signature Required.
By default, we will select Signature Required for most packages unless you select the option otherwise during the checkout process.
We take responsibility for your item(s) from the time it leaves our warehouse until it is delivered to you, at which point responsibility for your item(s) is passed on to you.
Heartdrops will not be liable for any lost packages where the user has selected "Authority to Leave". Once the delivery is completed OR marked as delivered by our delivery partner, any lost or stolen items will be the responsibility of the customer and no replacements will be offered by Heartdrops.
If you are unavailable to sign for your package or authority to leave is not possible, you will get a calling card and the parcel will be directed to the closest Australia Post Office for collection.
Delivery Issues
We understand you're excited for your package and want them ASAP - we're excited for you guys too! Unfortunately delivery issues can happen from time to time. We work hard alongside with our delivery partners to ensure that this doesn't happen.
Generally we are able to assist on your behalf to talk to Sendle/Australia Post on what is happening with your package but it is also a good idea to try and contact them first to see what's going on.
| Sendle | Tracking | Contact |
| Australia Post | Tracking | Contact |
Marked as Delivered but can't find it
If you received an email to inform you that your order has been delivered but you can't find it anywhere - there may be a lag with some couriers and it can possibly be delivered to you within 1-3 days. However you can do the following:
- Please raise a request with the courier immediately. You can do so on the courier links above - if you enter your tracking details into the courier's page there should be a link to raise a request.
- We can raise this request on your behalf but it is best for you to do it yourself as it may cause delays if we do so
- Send us an email to let us know as well! We would want to know as well and keep an eye on what's going on!
Incorrect Address - Return to Sender
If you package is returned to Heartdrops due to being unclaimed, having an incorrect shipping address due to customer error or property is not accessible, there will be a $20 AUD fee charged to you. This fee is what is charged by our couriers for return to sender packages.
If you wish to re-deliver the package to you, you will need to pay the additional cost of re-delivery on top of the $20 AUD fee.
If you wish to receive a refund for the order instead, the return to sender fee charged to Heartdrops will be deducted from your total order and the remainder will be refunded.
Damaged Item(s)
We take the utmost care to ensure that your items are not damaged in transit but if in an unforeseeable circumstance your package is damaged, please email us and include photos/videos of the damage as soon as you receive your order.
Refunds are only given for faulty goods within 14 days after delivery.
Our policy lasts 14 days. If 14 days have gone by since receiving your purchase, unfortunately we can’t offer you a refund or exchange on damaged goods.
Missing Item(s)
We're so sorry if you're missing items in your order - we know that when you get a package, you want the full package!
Please email us and include photos/videos of what you received (including the satchel if you have it) as soon as you receive your order.