COVID 19 UPDATE
Victorian Premier Daniel Andrews announced that stage 4 restrictions would apply across Melbourne until 13 September 2020.
In line with these new restrictions, Postal Services are required to reduce the number of people in metro Melbourne distribution facilities, which in this case will impact the delivery time.
They are having a huge volume of backlogs.
- Our Processing Time is not included in the shipping postage option you've selected.
- Express Postage is not guarantee and will also take longer than the usual estimated days.
- (DOMESTIC: Extremely longer delays currently in Perth, Brisbane, Queensland, Tasmania)
- (INTERNATIONAL ORDERS Due to a longer border processing timing and limited or cancelled flights, your parcels will have longer delays. Please allow up to additional 2-12 weeks on top of the estimates for the parcel to reach you.)
Your kind understanding is very much appreciated during this time. Many thanks!
We only use Auspost.
Processing Time prior to dispatching:
- 3 - 5 business days prior to shipping (will increase during peak seasons) - refer store announcement
- NOTE: Hand-cut designs will take approximately 3-7 weeks prior to shipping
Your item is packaged in a flat plastic jewellery wrap & insert into bubble wrap envelop packaging to minimise shipping cost and to speed up delivery process.
Pick-up is not available.
Free Shipping Offers - exclude coupon offers
- Standard Domestic Postage (3-7 business days)
- International Economy Air Mail (10-35 business days)
Domestic Tracking Shipping (signature required)
** shipping may auto-calculate depending on weight
- Registered Shipping (3-7 business days)
- Parcel Post Shipping (3-7 business days)
- Express Shipping (1-3 business days)
- International Standard Track (10-20 business days)
- International Express Track & Signature (6-10 business days)
* Customs and Border Protection holds the importer - Buyer - liable for the payment of VAT / duty fee, not the seller.
For standard orders, a cancellation fee may apply if you cancel your order in the 2 hours window time. Cancellation fee on orders prior to processing or within the 2 hours window time: 10% of your total order.
Cancellation fee on orders that has gone through processing, depending on how far they have been processed & prior to dispatched: From 50% - 70% of total order.
No cancellation once we've dispatched your order.
Once we've cancelled your order, the calculated refund will be automatically created for the amount charged to your payment method. It'll take 3-5 business days for the refund to show back on your payment method account. If you have any issue with the funds, kindly contact your payment customer service as we do not hold on to your funds.
For Special Orders / Large Orders, where large quantity of stock is requested to meet your specific order, may not be cancelled.
If you’re in doubt about anything, just contact MPJ to discuss further.
RETURNS & REFUNDS
All sales are final.
Kindly understand that due to personalisation to your request, returns & refunds are not accepted if you have a changed of mind of your pieces including font type, or had made a request mistake, or you just do not like it (all items provided item description, images and measurements).
No returns, exchange or refunds due to wear & tear.
In the event that you’ve received your item with personalisation error (either your side or from our side), you must notify us within 48 hours upon receipt of your items and provide a photo of the error. We can work together to find a solution to it.
If the error is ours, depending on the severity, we can choose whether to :
- repair / fix the product within a reasonable time, or
- provide a replacement that is identical, or of similar value when item is deemed non-fixable, or
- give you a store credit or refund (minus shipping cost)
If a store credit or refund is agreed, you must return your unopened item within 7 days of delivery for any refund.
Any return item for inspection due to issues, incorrect or faulty pieces are to be pre-paid by buyers. Please use the most economic standard postage for returns. We'll reimbursed the return standard shipping costs via a store credit, if the error is from our side. It is recommended for you to retain the receipt of your return postage transactions as proof.
If any items are to be posted back to you, we will use the most economic postage option to do so. Please be reminded that your initial postage has been used and should not be applicable for any return of items regardless of any error events from yours or ours.
While we understand how anxious and frustrating the whole process can be, we truly appreciate your kind patience & understanding to work with us to find a solution.
You should receive your fixed items, any replacement, store credits or refunds within 2 weeks from the day you’ve posted to us (the time includes the delivery to & from, plus processing your items or for banks to process the funds). If we processed any refunds, your funds will be refunded through the payment method that you’ve selected.
Store credit and refunds are excluding shipping cost.
Shipping Delivery Postage Cost: By purchasing through MPJ, you have also purchased and agreed to make use of the postal delivery services to deliver your goods. MPJ is not affiliated with any postal delivery and do not have control over them. Therefore, for any refunds approved, unless it is deemed lost by postal delivery, your refunds will be processed minus any shipping cost.
❤ DELAYS, LOST or STOLEN ITEMS:
We will only ship to the address provided by you in the order.
If parcel takes longer than the estimated delivery days provided by postal services, kindly inform us and we will lodge a case with Auspost to locate your parcel.
Since such inquiry take time, I reserve the right to wait up to 10 business days for DOMESTIC case and 2 months for INTERNATIONAL case after the date of the inquiry lodged to the postal services. Usually, Auspost will be able to locate your parcel however, if the package is declared loss, I will remake and reship your order at no charge or a choice of refund.
If your parcel is marked as delivered and you have not received the parcel (after checking with other members at your premises), you will need to launch a missing parcel claim with AusPost to locate the parcel (Please lodge a delivery issue enquiry ). At this stage, Auspost may request for you to file for police report due to theft of missing parcel. Unfortunately most postal services only allows the buyer (recipient) to lodge the enquiry at this stage. We are happy to work with you through this or lodge enquiry for you, if necessary.
* Please note, all items requires signature on delivery, therefore please check if anyone else at the address has accepted or signed for the item.
* If you have opted for Safe Drop / Authority To Leave (meaning Signature Not Required), specifically, when subscribing to this service, you have affectively enters into a new agreement with Australia Post and accepts risk and responsibility for their parcel. Unfortunately, we are unable to assist further in this stage.
This applies to Delivery to PO BOX, PARCEL LOCKERS, LOCKED BAG, COMMON BOX, AFPO, PMB.
While we understand how anxious and frustrating the whole process can be, we truly appreciate your kind patience & understanding to work with us during this process.
Returned Delivery Due to Incorrect Address or uncollected item
In some cases, postal service may return your parcel back to due to incorrect / not found address given or if you have not collected your parcel in a given amount of time.
If you would like us to resend your parcel, ☛ there will be a postage fee of $20 incur as postal services do not accept a used postage tracking number.
Due to personalisation orders to your request, we are unable to cancel and refund the full amount if you wish not to resend to you.
If any agreed order of replacements or refunds is EXCLUDE all shipping costs.
* Honesty is the best policy *