1-1 GENERAL INFORMATION
We can ship to virtually any address in the world. Most items are shipped from Germany, as this is currently where our designer/craftsman is located. Some orders are shipped from Australia. We offer priority shipping with DHL, which is reliable and fast. Depending on the country of destination, most parcels are issued with a tracking option and require a signature on delivery. Shipping is FREE of charge for all combined orders with a value equal or above € 100 Euro or equivalent ($150 AUD or $140 USD). Some items under this value might not occur any shipping charge as part of a special promotion. However generally all orders below € 100 Euro or equivalent ($150 AUD or $140 USD) will occur a shipping charge.
1-2 DELIVERY TIME
Delivery time can vary depending on the type of item you have ordered and on the country you need the goods delivered to.
Shipping time terminology:
- Handling Time or Lead Time: The elapsed time between when the buyer places the order and the seller hands the order over to the delivery service
- Transit Time: The elapsed time between when the product or shipment is being picked up to when it appears at the customer's doorstep.
- Delivery Time: The elapsed time between when the customer places an order to when it appears at the customer's doorstep.
1-2 -A HANDLING TIME (LEAD TIME)
As you know some of our pieces are handcrafted and therefore require longer lead times. Depending on the product and your delivery address if outside Germany, handling time might take between 4 to 15 days on items in stock. If you are in a rush, please make use of the note section in the checkout process to request special handling. Alternatively send us an email to email@example.com so we can give you accurate information on lead times for the product you are interested in. We kindly ask for your understanding.
1-2 -B TRANSIT TIME
The estimated transit time supplied by our logistic partner DHL is as follow:
- Australia: Most items are shipped from Germany to Australia, transit time might take between 5 to 10 business days
- Germany: 2-3 business days
- EU: 4 business days.
- USA: 5-7 business days.
- Rest of the world: 6-15 business days.
Note that these transit times are supplied by DHL Germany and just an indication. They might vary due to unforeseen circumstances such as customs clearance, bad weather, strikes or other reasons out of our control. DJAAFAR Pty Ltd can not be held liable for any delays.
Delivery is made through DHL within Germany and its logistic partners worldwide. If the courier is unable to deliver due to absence, they will leave a notification card in your letterbox. Generally, the parcel will then be kept at your local Post Office or DHL logistic partner for you to collect for 7 working days. We highly suggest you to use our alternative delivery address service and have your order delivered to your workplace, for example.
Please notify us immediately if any parcel or items have been damaged during transport. Remember to keep all damaged items, wrapping and packaging as proof. Please also remember to send us photographs, as these will be needed to support any claim at DHL. If you believe that a parcel is gone missing, please contact us immediately. We will submit a claim with DHL in Germany on your behalf to investigate the lost of the parcel. Please note that refunds will only be processed once the claim has been closed
1–3 SHIPPING CHARGES
Our shipping charges are as follow:
1-3-A Orders with a combined value equal or above € 100 Euro or equivalent ($150 AUD or $140 USD)
- Australia: FREE. Note that most items are shipped from Germany to Australia,
- Germany: FREE
- Rest of the world: FREE.
1-3-B Orders with a combined value under € 100 Euro or equivalent ($150 AUD or $140 USD)
- Australia: Shipping charges per order € 9.50 Euro or equivalent ($13 AUD or $13 USD)
- Germany: Shipping charges per order € 8.60 Euro or equivalent ($12 AUD or $12 USD)
- Rest of the world: Shipping charges per order € 9.50 Euro or equivalent ($13 AUD or $13 USD)
IMPORTANT NOTE ON CUSTOM DUTY: Please be aware that it is your responsibility and obligation to deal with customs when you import goods into your country. Depending where you live a VAT or GST tax might apply to receive the goods.
Your satisfaction is our ultimate goal and your feedback will always be taken on board to improve our service. You love DJAAFAR because our pieces are handcrafted and unique. Please choose carefully when shopping, as refunds will not be provided if you simply change your mind. Our return policy is limited to the following:
- Exchange or credit notes are accepted on non custom-made pieces.
- No returns, exchange or refund are accepted on custom-made pieces.
- No returns, exchange or refund on earrings (due to hygienic reasons).
- No returns, exchange or refund on items on SALE unless faulty.
- No returns, exchange or refund on items that have been worn or damaged as a result of further use then just examined at the time of delivery.
You can return most articles purchased from the DJAAFAR online shop within 7 days of receipt for exchange or credit. Some items are excluded from exchange unless faulty. Please refer to exclusions above.
Furthermore, we would like to point out that the supplied goods must only be examined – comparable with trying them on in a real store. Should the goods be damaged as a result of further use, we reserve to deny any return or exchange.
Please also note that articles must be completely returned to us with their original packaging. This should protect the goods to be returned against damage during transport. The original invoice is also necessary to process any exchange or returns.
2-1 PROCEDURE FOR RETURNS
If you need to return an item for exchange or refund in case its faulty, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We will then contact you via email to inform you on the status of your return application. Please do not send any items to us before you receive a pre-approval for your return confirmation from us.
Alternatively, before sending back any items for exchange or refund in case its faulty, please send us an email to firstname.lastname@example.org in order to have your return pre-approved first. Please enclose the following information and documents to your email:
1 - A copy of your receipt
2 - Provide us with the reason why you are returning the goods. For the purpose of continually improving our service and offerings, it is particularly important that you provide us with the reason why you are returning the goods.
We will then contact you via email to inform you on the status of your return application.