HOW LONG DOES SHIPPING TAKE?
Any orders placed after 4pm Friday will be dispatched on Monday.
RETURNS
You can return your item for a refund within 30 days from the date the package was delivered to you.
WHEN WILL MY ORDER BE DISPATCHED?
Orders are generally dispatched within 1 working day. You will receive a shipping notification email that will notify you when your item is on the way.
Your order will be sent to the address that is on your Hilljewelstory order. Please make sure that this address is complete with a house number, street and post code and that it is the correct delivery address.
WHERE IS MY ORDER?
Click the ‘Track My Order’ button to follow your parcel.
Waited until your estimated delivery date? Please allow an extra few days for your order to be delivered (especially during busy times) – our carriers are always doing their best to get your order to you. Make sure you keep an eye on your tracking link for the latest updates.
DO I HAVE TO PAY CUSTOMS CHARGES ON MY ORDER?
All Hilljewelstory orders are currently shipped from our warehouses in Portugal or UK. If you are in the European Union you won’t be charged any customs.
Free-Trade Countries:
Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom. Andorra, San Marino and Turkey.
If your country is not included on the list above you may be charged customs duties.
Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by Hilljewelstory.
USA – All orders above US$800 will be subject to import duties. For more information, please check with the US Customs and Border Protection Department.
Australia– All orders above AUS$1000 will be subject to import duties. For more information, please check with the Department of Home Affairs.
New Zealand– All orders above NZD$1000 will be subject to import duties. For more information, please check with the New Zealand Customs Service website.
For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.
FAULTY OR INCORRECT ITEMS
We are sorry to hear that you’ve received an incorrect or faulty item. Please contact us as soon as possible and we will sort this out for you. Do not return the items back to us before our reply.
WHERE DO YOU SHIP FROM?
All orders are shipped from our own factory, in Portugal.
DO YOU OFFER FREE SHIPPING?
Yes we do! You will get free & fast shipping on orders over $175 to the US & CA and over $250 to Australia.
HOW DO I RETURN AN ORDER?
We hope you and your new purchase are very happy together. However, if it’s not a match made in heaven, you can return it for a refund within 30 days from the date the package was delivered to you.
The items will need to be returned in its original (unworn/unused) condition with tags attached.
RETURN INSTRUCTIONS
1. To return your unwanted item(s), please fill in the return form enclosed in your package with the item(s) you want to return and the reason code.
2. Then pop the form and the item(s) in a bag.
3. Take the enclosed return address label and stick it on the outside of the bag (make sure to cover up any previous labels). Take the parcel to your local post office. Use the original packaging if possible.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
Please allow 20 working days from when we receive your package for your refund to be processed. You will receive an email once this has been completed.
Any funds due should appear on your bank statement within 2-10 working days (Please note that refund times are dictated by the card issuers and are outside our control). Refunds will be credited to your original method of payment only.
HOW MUCH DOES IT COST TO RETURN AN ITEM?
We are sorry, but we are unable to offer free returns. Please note the enclosed postage label is not pre-paid. The cost of the return will be determined by your selected courier, according to your location and the order weight dimension.
DO YOU REFUND THE DELIVERY CHARGE?
The original shipping charges are non-refundable unless the goods are damaged or incorrect. Items purchased with free delivery will be refunded at a discounted rate for the delivery costs incurred to send the item(s) to you.
CAN I EXCHANGE AN ITEM?
Unfortunately we don’t offer an exchange option. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we’ve received your unwanted items. To return an item please follow the steps stated in ‘RETURN INSTRUCTIONS’.
CAN I RETURN MORE THAN ONE ORDER IN ONE PARCEL
You can return more than one order in the same parcel. You just need to include both return forms for each order to help us speed up the process of your return.
NON RETURNABLE PRODUCTS
Pierced jewellery and underwear cannot be returned for health and hygiene reasons.