Shipping Policy

MANUFACTURED IN QUEBEC CANADA AS WELL AS UNITED STATES AND SHIPPED WORLDWIDE!

Shipping costs

Not sure how much shipping will cost? The best way to see the total shipping cost is to place the items in your shopping cart as if placing a real order. You don’t have to go through with the payment to see the cost. If you aren’t ready to make your purchase, you can simply delete the order.

Where do orders ship from?

From our studio in Montreal, Quebec, Canada and from Champlain, New York in the USA.

Where will you ship?

We ship worldwide!

Are there countries you cannot ship to?

Yes, there are.You can keep yourself up to date on destination restrictions on the USPS and Canada Post web sites.

https://www.canadapost.ca/cpo/mc/personal/productsservices/send/isms.jsf

https://about.usps.com/publications/pub699/pub699_tech_017.htm

If you want to check on shipping to a particular location, and can’t find the answer with the postal service, please feel free to contact us and we’ll look into it for you!

Who do you use for shipping in Canada?

We ship within Canada with Canada Post (Expedited service). If the package is very small (eg. A single cell phone case), we will ship with a stamp, which keeps your shipping costs down.

Who do you use for shipping in the USA?

We ship orders via USPS.

We ship US orders from within the USA 3 times a week, on Mondays, Wednesdays and Saturdays.

Please note that orders shipped by courier may be subject to duties, fees or taxes levied by the destination country and/or shipping company. Charmaine Diedericks Studio is not responsible for these additional charges. To find out what the possible fees are, please contact the local postal service or customs agency.

Who do you use for international shipping?

We ship internationally with IMEX. If the order is high value, we will use a courier (DHL, Aramex).

International orders are shipped 3 times a week, on Tuesdays, Thursdays and Saturdays.

Please note that international orders may be subject to duties, fees or taxes levied by the destination country and/or shipping company. Art of Where is not responsible for these additional charges. To find out what the possible fees are, please contact the local postal service or customs agency.

For the following countries, DHL is currently the only option available:

Angola, Bahrain, Botswana, Comoros, Cyprus, Democratic Republic of the Congo, Egypt, Iran, Iraq, Israel, Jordan, Kuwait, Lebanon, Lesotho, Madagascar, Malawi, Mauritius, Mozambique, Namibia, Oman, Qatar, Saudi Arabia, Seychelles, South Africa, Swaziland, Syria, Tanzania, Turkey, United Arab Emirates, Yemen, Zambia, Zimbabwe.

How long will it take for my package to arrive?

Within Canada, orders usually take 2-13 business days. For example, a package sent Canada Post Expedited may take 5 days to get to Vancouver, BC, and another package sent by the same service will take 13 days to get to Iqaluit, Nunavut. Within the USA, orders usually take 2-6 days to arrive once shipped. International orders take 10-30 business days, but may be delayed at the border of the destination country as they go through customs. Please note shipping time is independent from production time.

Will my order have a tracking number?

Most Canada and all US bound orders will have tracking. You will receive a shipping notification when your order has been shipped, which will include the tracking number, if applicable. For orders valued under 100$, you can choose to ship with tracking for an extra fee or without tracking. You will see the option to Add tracking upgrade when you checkout. International orders valued at or over 100$ will be shipped with tracking automatically. Depending on the value of the order, it may be shipped with USPS or a courier, such as DHL. Please note that international orders may be subject to duties, fees or taxes levied by the destination country and/or shipping company. CharmaineDiedericks.com is not responsible for these additional charges. To find out what the possible fees are, please contact the local postal service or customs agency.

I received my tracking number, but when I check it, there are no updates. Why?

Please allow 24-48 hours for tracking to update after you receive your shipping notification. If you see no movement after that, please contact us at charmaine@charmainediedericks.co.za with your order number and we’ll look into it for you!

I haven’t received my order, and it’s been sooooooo loooooooong! Why?

First step; if you have a tracking number, have you checked it? Make sure you check that out before contacting us, you may find your answer!

Let us know within 10 business days of the ship date if you haven’t received your package in the USA or Canada. If the package was going to an international destination, please contact us within 15 days from the ship date, so we can best advise you based on the destination.

Investigating a lost package can take 5-10 business days.

Are orders ever split up?

Yes. For example, if you order a bunch of art prints and a few pairs of leggings, we may send the art prints in one package and the leggings in another. You will receive shipping notifications for each package, including tracking numbers, if applicable.

Tracking indicates my order was delivered, but it hasn’t been received.

Please verify that the address entered for the order is correct, and contact your local postal service as they may have additional delivery information available. The item may have been left for pick up at the post office.

Once the order has been transferred over to the shipping service it is their responsibility. Charmaine Diedericks Studio is not responsible for packages not received, that are marked as delivered at the address entered on the order.

The wrong address was entered for my order. What do I do?

If your order hasn’t shipped, no problem! Please send the correct address and order number to charmaine@charmainediedericks.co.za and we’ll update the order for you! If the wrong address was entered and the order has already shipped, we can’t change the address or redirect the package. Undeliverable Canadian orders will be returned to our studio, and US/International orders will be returned to our US post office box. You will be notified when we have received the order back. You must then confirm the correct shipping address and the re-shipping charge. We’ll resend the order and you’ll receive a new tracking number, if applicable.

My order was returned to sender. What do I do?

This happens for various reasons, among them being an incorrect address, the order was at the post office and was never picked up, or the order was refused/returned by the receiver. In these cases, please contact us with the order number and we’ll work with you to resolve the issue. If the order is to be resent, the shipping costs are to be assumed by you.

My order was shipped by courier, but I don’t want to pay additional fees so I refused it. Can it be re-shipped by a different method?

No. We are obliged to send high value orders to the US and international destinations by courier. If the package arrives and you are asked to pay fees/duties/taxes, it is your responsibility. If you choose not to accept the package, it will be considered abandoned meaning it will not be returned to us and cannot be resent.