Shipping policy
Where we ship the United States, Canada, Australia, New Zealand, Hong Kong and Singapore.
Free shipping, duties included Shipping is free on every order — it's already built into the price, with no separate delivery charge at checkout. Duties and import taxes are taken care of too, so there's nothing extra to pay when your parcel arrives.
How long it takes Because each pendant is hand-made to order from your child's drawing, the timeline runs in a few stages. Plan for about 4–5 weeks total from order to delivery:
- Digital proof — within 3 business days of receiving your image
- You review & approve — we refine it together until you're happy and we both agree it's right
- We hand-craft your pendant — about 1 week for line art, 2 weeks for color enamel (every color is filled in by hand)
- We inspect and pack it by hand — a few days
- Shipping to your address — about two weeks
Line art usually arrives in about 4 weeks; color enamel in about 5. The crafting clock only starts once you approve your proof, so approving promptly is the best way to receive your piece sooner.
Tracking Once your pendant ships, we email you a tracking number. Please allow 24–48 hours for tracking to start updating.
Damaged or lost parcels If your order is lost in transit or arrives damaged, contact us within 14 days of the delivery (or expected delivery) date. You can choose either a re-craft — a brand-new hand-made piece — or a full refund. See our Refund Policy for details.
Contact Shipping questions? Email helddear.life@proton.me with your order number.