ORDER FULFILLMENT

International orders are fulfilled from our warehouse in Saigon, Vietnam, and our Amazon Fulfillment warehouse in Los Angeles, United States, for orders within the United States. It may take 2-4 business days from the time your order is processed. Orders placed on a Friday after the cut-off post time (1 pm) or during the weekend will be shipped on Monday within working hours.

SHIPPING | ALL IN-HOUSE ORDERS

Items are now processed in batches weekly from Saigon, Vietnam.

We provide free shipping on all US orders. We process registered shipping through DHL eCommerce.We hold no control over the Postal Service and/or how quickly your order will be delivered once it leaves our home-based warehouse in Saigon. Key retail dates and holidays are likely to cause shipping delays beyond our control. We recommend that you shop early.

We only use registered packages for all your parcels, which include a tracking number so you can follow the status of your package. We are unable to redirect orders once they have been shipped. If you have any questions about your delivery address or email, please contact us, quoting your name and order number, so we can look into it straight away. 

Below are the estimated delivery times upon processing for different countries:

Group I: 5 – 9 Working Days

United States, Canada, United Kingdom, Germany, France, Netherlands, Belgium, Italy, Spain, Austria, Denmark, Sweden, Finland, Norway

Group II: 7 – 11 Working Days

Poland, Czech Republic, Hungary, Slovakia, Romania, Croatia, Baltic States (EE/LV/LT), Bulgaria, Turkey

Group III:  3 – 9 Working Days

Hong Kong, Japan, South Korea, Taiwan, Singapore, Thailand, Malaysia, Philippines, Indonesia, Australia, New Zealand 

Group IV:  8 – 15 Working Days

Mexico, Chile

SHIPPING | AMAZON ORDERS

All orders from the United States are processed through our Amazon fulfillment center in Los Angeles. The estimated delivery is as follows:

Prime orders: 1-2  Working Days
Standard orders: 3- 5 Working Days

We're using tracked shipments for all your parcels, so you can follow the status of your package. We are unable to redirect orders once they have been shipped. If you have any questions about your delivery address or email, please contact us, quoting your name and order number, so we can look into it straight away. 

If your order is delayed beyond the mentioned timeframe, please email hello@yourcompanionplanner.com so we can locate it and get it to you as soon as possible. Please don't leave it too long; get in touch sooner rather than later. This gives us a better chance of tracking your order and, if required, lodging a subsequent investigation with our shipping carriers. If your order is taking longer than the estimated delivery time, please double-check that the shipping address you submitted is correct and contact your local postal service. 


Please note we can no longer lodge order investigations for orders older than 2 weeks past your suggested delivery date.

Unfortunately, we cannot ship international orders to PO BOXES.

CUSTOMS AND IMPORT DUTIES

The prices of the items you order do not include customs taxes and import duties; the costs of these charges vary for each country. 

As the recipient, you are liable for all import duties, customs, and local sales taxes levied by the country to which you are shipping; payment of these charges may be required to release your order from customs on arrival. If you do not accept your parcel, we will return your items to you. You will be liable for any additional returns and customs charges related to your return; the costs of these charges will be deducted from the refunds owed to you. 

UNSUCCESSFUL DELIVERIES

Once your parcel leaves our fulfillment centers, it becomes the carrier's responsibility. If you're not home when your local post office attempts delivery, they will leave a card with instructions for picking up your parcel. After these specified unsuccessful delivery attempts, items will be automatically returned to us. If the item is returned to us in this way, we will need to charge you for postage again before sending it out again. We will contact you first to discuss this. To avoid delays in delivering your parcel, we recommend having your item shipped to your daytime address (eg, your work address).

RETURNS 

Each planner selected for you has been closely examined, carefully put together, and thoughtfully curated. It is our greatest wish that you are satisfied with our products, but if you need to return a product, you have 14 days to do so. Your right of return begins when your order is delivered. You can return the product(s) to us within this time frame, at your own expense, along with your purchase confirmation. If 14 days have passed since your purchase, unfortunately, we can’t offer a refund or exchange.

We require that you send us the Your Companion product(s) via tracked delivery. Shipping fees remain your responsibility. This is necessary should they lose or damage the goods. Until the item reaches us, it is your responsibility. 

The present right of return applies only to products returned in their original and complete condition. Any product that has been damaged, or is not in its original packaging, or packaging that has been worn beyond simply opening the product, will not be refunded. The deadline mentioned above is effective from the date the order is received.

To return products to us, please follow these steps:

• Package your return in its original parcel, along with a copy of your proof of purchase

• Mail the package using registered mail + insurance for the value of the merchandise

• Email hello@yourcompanionplanner.com with return details and tracking information

• Please enquire with us directly for the shipping return address

REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will email you to confirm receipt. We will also notify you of the approval or rejection of your refund. 

If you are approved, your refund will be processed (excluding shipping charges), and a credit will automatically be applied to your credit card or original method of payment within 5 business days.

Eligibility Criteria:

• Item is returned within 14 days of purchase

• The original receipt or proof of purchase is provided

• The returned item is unused with original packaging

• Returned item is not a Gift Voucher or Monogrammed item.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

LATE OR MISSING REFUNDS

If you're due a refund and haven't received it yet, check your bank account again first. Then contact your credit card company; it may take some time for your refund to be officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still haven't received your refund, please contact us at hello@yourcompanionplanner.com.