Shipping policy

Shipping Policy

Last updated: November 8, 2025

1. Introduction

At Heaven Calm, we want your order to arrive safely and on time. This policy outlines how we handle delivery from processing to your doorstep. We offer free international shipping to supported countries with no minimum purchase required.

2. Countries We Ship To

We ship within Australia and to selected international destinations listed below. If your country is not listed at checkout, we are unable to process your order at this time.

  • Europe: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom
  • Asia-Pacific: Hong Kong SAR, Israel, Japan, Malaysia, Singapore, South Korea, New Zealand
  • Americas: Canada, United States
  • Middle East: United Arab Emirates

3. Order Processing Times

  • Orders are processed within 1–3 business days (Mon–Fri).
  • Orders placed before 2:00 PM AEST are typically processed within 2 business days.
  • Pre-order/custom items may have extended processing times noted on product pages.

4. Shipping Times and Methods

We partner with reliable carriers. Delivery times vary by destination and local customs.

4.1 Estimated Delivery Times (Standard)

Typical windows range from 5–20 business days depending on location. Examples:

  • Australia: 8–14 business days
  • United States / United Kingdom / New Zealand: 7–15 business days
  • Canada: 7–15 business days
  • Most of EU & APAC: 8–18 business days
  • UAE / Israel / Japan / South Korea: 10–20 business days

Notes: estimates may extend during customs, remote-area service, or peak seasons.

5. Delivery Locations

  • Residential and business addresses
  • Parcel lockers (where available)
  • PO Boxes for smaller items (subject to carrier restrictions)

6. Shipping Costs

Free standard shipping on all orders to supported countries. Prices displayed include shipping.

7. Order Tracking

  • Tracking details are emailed after shipment.
  • Tracking typically activates within 24–48 hours; up to 5 business days for some international routes.
  • If tracking shows no updates for 5+ business days, contact us.

8. Address Requirements & Changes

  • Please provide complete and accurate address details (name, street, unit, postal code, phone).
  • Address changes must be requested immediately after ordering; once in processing, changes might not be possible.
  • Orders returned due to incorrect/incomplete addresses may incur reshipping fees or restocking charges.

9. Customs and Import Duties

  • Customers are responsible for any customs duties, taxes, or import fees charged by their country.
  • We declare items and values as required by international regulations.

10. Special Circumstances

  • Extreme weather, natural disasters, or peak periods may cause delays. We will keep you informed of significant impacts.

11. Lost or Damaged Packages

  • If your package is confirmed lost by the carrier, we will ship a replacement or issue a full refund.
  • If items arrive damaged, please contact us within 48 hours with photos for a prompt resolution.

12. Contact Us

Email: heaven@heavencalm.com
Phone: +61 449 136 730
Address: 13/15 Belmont Street, Sutherland – New South Wales 2232, Australia
Business Hours: Monday to Friday 9:00am to 06:00pm