SHIPPING & RETURNS
SHIPPING
***UPDATE*** (As of April 2022) All items will now be coming directly from Pucallpa, Peru again. This means shipping times will be longer than they have previously been for the past 2 years.
***UPDATE*** (as of March 2019) All items will be being shipped from Hertford, UK using the Royal Mail National postal service. Each parcel should hopefully arrive a little quicker than those posted from Peru(!). This will be the case for the foreseeable future.
We ship Worldwide and items will be sent out within 1-3 working days.
To ship our items we use SERPOST, which is the National postal service here in Peru. We have sent items to USA, Asia and Europe using SERPOST and we trust the service.
International orders tend to take around 2-3 weeks to arrive.
Each package is given a tracking code which can be input into the SERPORT website here:
http://www.serpost.com.pe/Cliente/SegumientoLinea (the SERPOST website is in Spanish, if you need help, please just ask us)
All items are shipped by us, from our shop in Pucallpa, Peru. Please note that due to our location (being based far from the Capital City) this could add an extra day or two to shipping time.
If you would prefer your item to be sent via DHL, this option is available, however shipping costs will be notably more!
We are not held responsible for any packages lost or stolen during shipment.
CUSTOM ORDERS
Please allow at least 2 weeks for a custom piece to be made. This could be longer if we need to source a specific stone, crystal, shell, fossil, bone etc in which case, we will advise you of a rough time frame.
CUSTOMS AND IMPORT TAXES
The buyer is responsible for any Fees, Customs or Import taxes that may apply. We are not responsible for any delays due to Customs. Each country has different Customs policies and it is difficult to judge how long this process can take. Again, each country has different fees which are determined at the time of arrival of your package and therefore impossible to predict. We are required by law to accurately describe all contents of your order on the shipping label, so please be aware that you may incur further fees to claim your order.
RETURNS & EXCHANGES
We DO NOT accept returns or exchanges due to buyer's remorse - all sales are final (whether full price or reduced on sale). Whilst sending packages FROM Peru is fairly simple, sending packages TO Peru is another matter. Unfortunately, due to a strict long list of prohibited imported items, packages can take months to arrive, being delayed in Customs for a considerable time. It would create too many complications - I am saying this from experience!
If however, WE have made a mistake with your order, we DO accept returns or exchanges. Please let us know immediately if there is something wrong with your item(s) upon arrival. In this case, the buyer is responsible for all shipping costs. ((We will add gifts & Peruvian goodies to make up for the inconvenience caused!))
Once your items have been sent, they are out of our hands. If a package is lost or damaged in shipment, the refund will have to be provided by PayPal. If you would like, you could re-send a damaged item to us and we will endeavour to repair it (e.g. replacing a broken stone). In this case, all shipping costs are paid for by the buyer. In order to try to avoid any cases of damaged during shipment, we will ensure each piece is well protected beforehand.
PACKAGING
We take the utmost care to package all pieces well for their journeys, especially fragile pieces. Due to limited packaging resources, we do use bubble-plastic to protect the stones from any potential damage.
Please contact itaya.arte@gmail.com if you ever have any questions about your order or need any additional information.
Above all, we want our customers to love their pieces so we will always do our best to ensure this! 😊