Shipping Policy

 

Effective Date: 1 January 2026
Last Updated: 5 July 2026

1. Purpose

This Shipping Policy explains how SIMJA ships, dispatches, and delivers Products purchased through our website.

It outlines important information relating to:

• Order processing;

• Manufacturing and fulfilment;

• Dispatch timeframes;

• Shipping methods;

• Delivery estimates;

• Split shipments;

• International shipping;

• Customs duties, taxes, and import requirements;

• Tracking information;

• Lost, delayed, or damaged shipments; and

• Customer responsibilities relating to delivery.

This Shipping Policy should be read together with our Terms and Conditions, Returns & Refund Policy, and Privacy Policy, which form part of the agreement between you and SIMJA.

By placing an order through the SIMJA website, you acknowledge that you have read and understood this Shipping Policy and agree to its terms, subject to any rights that cannot lawfully be excluded under applicable consumer protection legislation.

Nothing in this Shipping Policy excludes, restricts, or limits any rights or remedies available to you under applicable consumer protection laws.

2. Business Information

This Shipping Policy applies to products and services supplied by Beamsley & Co Limited, trading as Simja – Spectrum Imagination Mary Jane Art – Art Without Limits and Spectrum Minds – Minds Without Limits ("SIMJA").

SIMJA is a New Zealand-owned creative business offering original artwork, fine art prints, artist-designed products, and other Creative Works to customers in New Zealand and internationally.

Depending on the Product purchased, orders may be:

• Personally prepared, quality checked, packaged, and dispatched by SIMJA;

• Manufactured, personalised, packaged, or dispatched by authorised third-party providers on behalf of SIMJA; or

• Fulfilled using a combination of these methods.

As a result, Products within the same order may be manufactured, packaged, and shipped from different locations and may arrive separately.

Further information regarding manufacturing, fulfilment, and delivery is provided throughout this Shipping Policy.

Nothing in this Shipping Policy changes the contractual relationship between you and SIMJA. Your purchase is made from Beamsley & Co Limited, regardless of how your order is manufactured, fulfilled, or delivered.

3. Products Covered

This Shipping Policy applies to all Products sold by SIMJA through our website unless otherwise stated.

Products covered by this Shipping Policy may include, but are not limited to:

• Original Artwork;

• Fine Art Prints;

• Canvas Prints;

• Artist-designed footwear;

• Apparel;

• Accessories;

• Home décor;

• Lifestyle products;

• Educational resources and educational products;

• Digital products where physical shipping forms part of the purchase;

• Limited edition collections;

• Special releases;

• Seasonal collections; and

• Any other Products introduced by SIMJA from time to time.

Different Products may be manufactured, prepared, packaged, fulfilled, and shipped using different methods depending on the nature of the Product.

Some Products are personally prepared, quality checked, packaged, and dispatched by SIMJA from New Zealand, while others are manufactured, personalised, packaged, or dispatched by authorised third-party providers on behalf of SIMJA.

As a result, shipping methods, production timeframes, dispatch times, packaging, tracking availability, customs processing, delivery estimates, and shipping charges may vary depending on:

• The Product purchased;

• The destination country or region;

• The manufacturing or fulfilment method used;

• The shipping service selected at checkout; and

• Any applicable customs, import, or regulatory requirements.

Where a Product is subject to specific shipping conditions, restrictions, or additional delivery information, those details will be provided on the relevant Product page or during the checkout process.

As SIMJA continues to grow, we may introduce new Products, collections, manufacturing methods, fulfilment services, shipping destinations, or delivery options. Unless otherwise stated, this Shipping Policy will apply to those Products and services.

4. Manufacturing & Dispatch

SIMJA offers a combination of personally prepared products and products manufactured by authorised third-party providers.

The manufacturing and dispatch process varies depending on the Product purchased, the production method used, and the destination of the order.

Because different Products require different manufacturing, preparation, and fulfilment processes, production and dispatch timeframes may vary between Products and between individual orders.

 

Personally Prepared Products

Certain Products are personally prepared, quality checked, packaged, and dispatched by SIMJA from New Zealand.

These Products may include, but are not limited to:

• Original Artwork;

• Fine Art Prints;

• Signed editions;

• Limited edition releases;

• Artist-packaged collections; and

• Other Products identified on the relevant Product page.

These Products are individually inspected before dispatch to help ensure they meet SIMJA's quality standards.

 

Products Manufactured by Authorised Third-Party Providers

Many SIMJA Products are individually manufactured, personalised, packaged, and dispatched by authorised third-party providers on behalf of SIMJA.

These Products are produced after an order has been accepted and payment has been successfully authorised.

Manufacturing may commence shortly after an order is received and, once production has begun, changes or cancellations may not be possible.

 

Made-to-Order Products

Many SIMJA Products are made to order rather than held as finished inventory.

Each Product is manufactured specifically for the customer, helping to reduce waste and allowing SIMJA to offer a wider range of creative designs and collections.

Because Products are individually produced, slight differences in manufacturing and production times are normal and do not indicate a fault or defect.

 

Production Timeframes

Estimated production timeframes displayed on our website are provided as a guide only.

Actual production times may vary depending on factors including:

• Product type;

• Manufacturing complexity;

• Seasonal demand;

• Material availability;

• Quality assurance procedures;

• Production capacity;

• Public holidays;

• Supply chain conditions;

• Regulatory requirements; or

• Other circumstances beyond SIMJA's reasonable control.

Production estimates are not guaranteed and should not be interpreted as guaranteed dispatch or delivery dates.

 

Dispatch Timeframes

Dispatch occurs after manufacturing, preparation, packaging, and quality assurance have been completed.

Dispatch times may vary depending on:

• The Product purchased;

• The fulfilment method used;

• The destination country or region;

• Courier collection schedules;

• Customs documentation requirements; and

• Any applicable regulatory or operational requirements.

Customers will generally receive shipping confirmation and tracking information (where available) once Products have been dispatched.

Dispatch does not necessarily mean that a Product will arrive immediately, as delivery remains subject to courier services, customs processing, and local transportation networks.

 

Multiple Manufacturing and Dispatch Locations

Products within the same order may be manufactured, packaged, and dispatched from different facilities or countries.

Accordingly:

• Orders may be split into multiple shipments;

• Separate tracking numbers may be provided;

• Items may arrive on different dates;

• Different shipping carriers may be used; and

• Customs processing may occur separately for individual parcels.

This is a normal part of SIMJA's fulfilment process and does not indicate that any part of your order has been omitted.

 

Delays Beyond Our Reasonable Control

Although SIMJA aims to manufacture and dispatch Products as quickly as possible, production and dispatch may occasionally be delayed by circumstances beyond our reasonable control.

Examples include severe weather events, customs delays, supply chain disruptions, industrial action, cybersecurity incidents, equipment failures, transportation disruptions, public holidays, or other Force Majeure Events.

Where reasonably practicable, SIMJA will keep customers informed of significant delays affecting their orders and will work with authorised third-party providers to minimise disruption wherever possible.

5. Split Shipments

To provide customers with the widest possible range of creative products while maintaining quality and efficient fulfilment, SIMJA may dispatch Products within the same order in separate shipments.

Split shipments are a normal part of our fulfillment process and do not indicate that any part of your order has been forgotten, omitted, or lost.

 

Why Split Shipments Occur

Products within a single order may be manufactured, prepared, packaged, or dispatched using different fulfilment methods.

For example, some Products are personally prepared and dispatched by SIMJA from New Zealand, while others are manufactured and dispatched by authorised third-party providers.

To reduce production times and ensure each Product is produced by the most appropriate specialist, Products may be shipped separately rather than waiting for the entire order to be completed.

 

Separate Manufacturing and Fulfilment Locations

Products within the same order may be:

• Manufactured at different facilities;

• Prepared in different fulfilment locations;

• Dispatched from different warehouses or production centres;

• Shipped from different countries or regions; and

• Processed independently throughout the fulfilment process.

This allows Products to be produced and dispatched as efficiently as possible.

 

Tracking Information

Where tracking is available, each shipment may receive its own tracking number.

Customers may therefore receive:

• Multiple shipping confirmation emails;

• Multiple tracking numbers;

• Tracking updates at different times; and

• Deliveries from different carriers.

Tracking information may become active only after the relevant shipping carrier has processed and scanned the parcel.

 

Customs and Import Processing

For international orders, each shipment may be processed separately by customs authorities.

As a result:

• Individual parcels may be assessed independently for customs clearance;

• Delivery timeframes may differ between shipments;

• Customs processing times may vary by country or region; and

• Where applicable, duties, taxes, import fees, or brokerage charges may be assessed separately for each shipment in accordance with local laws.

Customers are responsible for complying with the customs and import requirements applicable in their destination country.

Further information is available in the Customs, Duties & Taxes section of this Shipping Policy.

 

Delivery Dates

Because Products may be dispatched separately, customers should expect that:

• Parcels may arrive on different dates;

• Some Products may arrive earlier than others;

• Different shipping services or carriers may be used;

• Delivery estimates may vary for each shipment; and

• Delays affecting one shipment may not affect the remainder of the order.

This is a normal part of SIMJA's fulfilment process and does not necessarily indicate a problem with your order.

 

Questions About Your Order

If you believe part of your order is missing after allowing reasonable time for all shipments to arrive, please contact SIMJA.

We will be happy to assist you by reviewing your order, confirming the status of each shipment, and helping to resolve any genuine delivery issues as quickly as reasonably practicable.

6. Shipping Destinations

SIMJA proudly ships to customers in New Zealand and around the world.

Shipping availability may vary depending on the Product purchased, the destination country or region, the fulfilment method used, and the capabilities of our authorised third-party providers and delivery partners.

While we strive to offer worldwide shipping wherever reasonably practicable, some Products or destinations may be unavailable due to legal, regulatory, operational, or logistical restrictions.

 

Countries and Regions We Service

SIMJA accepts orders from customers in many countries and territories worldwide.

The countries and regions available for shipping may change from time to time based on factors including:

• Delivery network availability;

• Manufacturing and fulfilment capabilities;

• Customs and import regulations;

• International sanctions or trade restrictions;

• Carrier availability;

• Product-specific restrictions; and

• Other operational or legal considerations.

The countries available for delivery at the time of purchase will be displayed during the checkout process.

 

Shipping Restrictions

SIMJA reserves the right to refuse, restrict, delay, or cancel shipments where reasonably necessary due to:

• Applicable laws or regulations;

• Government sanctions or trade restrictions;

• Export or import controls;

• Delivery carrier limitations;

• Product restrictions;

• Health, safety, or biosecurity requirements;

• Security concerns; or

• Other circumstances beyond our reasonable control.

If an order cannot be fulfilled due to shipping restrictions, SIMJA will contact the customer to discuss available options, which may include an alternative shipping method, a modified order, or a refund where appropriate.

 

Remote and Regional Locations

Delivery to remote, regional, offshore, or difficult-to-access locations may:

• Take longer than standard delivery estimates;

• Be subject to additional shipping charges;

• Have limited courier services available;

• Require alternative delivery arrangements; or

• Be unavailable for certain Products.

Where additional shipping charges apply, these will normally be disclosed during checkout where reasonably practicable.

 

PO Boxes

Some Products may be delivered to PO Boxes where supported by the selected shipping service.

However, due to courier requirements, parcel size, customs regulations, or delivery restrictions, certain Products cannot be delivered to PO Boxes.

If a PO Box cannot be used for your order, SIMJA may contact you to request an alternative delivery address before dispatch.

 

Military Addresses

Delivery to military addresses, diplomatic addresses, or similar specialised delivery locations may not be available for all Products or destinations.

Availability depends on the shipping carrier, destination country, customs requirements, and the fulfilment method used.

Where delivery to these addresses is unavailable, SIMJA will contact you to discuss alternative delivery arrangements where reasonably practicable.

 

International Shipping Availability

International shipping options may change without prior notice due to:

• Changes in international shipping regulations;

• Customs or import requirements;

• Carrier network changes;

• Manufacturing or fulfilment capabilities;

• Political or economic conditions;

• Natural disasters;

• Public health emergencies;

• Force Majeure Events; or

• Other circumstances beyond SIMJA's reasonable control.

SIMJA will make reasonable efforts to keep shipping options up to date and to notify customers where significant changes affect existing orders.

 

Customer Responsibility

Customers are responsible for ensuring that the delivery address provided is accurate and that Products ordered are permitted to be imported into the destination country.

SIMJA is not responsible for delays, returns, seizures, or additional costs arising from inaccurate delivery information, local import restrictions, or a customer's failure to comply with the laws or regulations of the destination country.

Nothing in this section excludes or limits any rights available to customers under applicable consumer protection legislation.

7. Shipping Costs

Shipping costs are calculated based on the Products purchased, the destination, the shipping service selected, and the fulfilment method used.

Applicable shipping charges will be displayed during the checkout process before your order is confirmed.

By placing an order, you acknowledge and accept the shipping charges displayed at checkout.

 

How Shipping Costs Are Calculated

Shipping charges may vary depending on factors including:

• The Product or Products purchased;

• Package size and weight;

• Delivery destination;

• Shipping carrier;

• Shipping service selected;

• Number of parcels required;

• Manufacturing or fulfilment method;

• Applicable taxes or government charges collected at checkout where required; and

• Other operational or regulatory factors.

Shipping charges are calculated using the information available at the time of purchase.

 

Split Shipments

Where an order is dispatched in multiple shipments, SIMJA will determine the most appropriate shipping method based on the Products ordered and the fulfilment process.

Unless otherwise stated during checkout, customers will not be charged additional shipping fees solely because SIMJA elects to split an order into multiple shipments.

 

Free Shipping Promotions

From time to time, SIMJA may offer free shipping promotions, discounted shipping, or other delivery incentives.

Unless otherwise stated:

• Promotional shipping offers apply only during the advertised promotional period;

• Eligibility requirements must be met at the time of purchase;

• Promotions cannot be applied retrospectively;

• Promotional offers cannot be exchanged for cash or credit; and

• SIMJA reserves the right to modify, suspend, or withdraw promotional shipping offers where reasonably necessary, subject to applicable law.

Specific promotional terms will be published with the relevant offer.

 

Oversized, Heavy, or Special Delivery Items

Some Products may require specialised handling or incur additional shipping costs due to their size, weight, packaging requirements, destination, or delivery method.

Examples may include:

• Large Original Artwork;

• Framed Artwork;

• Oversized Canvas Prints;

• Bulk orders;

• Commercial orders; or

• Other Products requiring specialised freight services.

Where additional shipping charges apply, these will normally be disclosed before your order is confirmed.

 

Customs Duties, Taxes, and Import Charges

International shipping charges shown at checkout may not include customs duties, import taxes, brokerage fees, or other government charges unless expressly stated.

Further information regarding customs, duties, taxes, VAT, GST, import charges, and international shipping obligations is available in the Customs, Duties & Taxes section of this Shipping Policy.

 

Changes to Shipping Costs

SIMJA may update shipping charges from time to time to reflect changes in:

• Carrier pricing;

• Fuel surcharges;

• Manufacturing or fulfilment costs;

• Shipping destinations;

• Customs or regulatory requirements;

• Government charges;

• Exchange rates;

• Operational costs; or

• Other factors affecting the cost of delivery.

Any changes to shipping charges will apply only to orders placed after the updated pricing takes effect.

Shipping charges confirmed at checkout and accepted as part of a completed order will not be increased after the order has been placed, except where an adjustment is required due to information provided by the customer being inaccurate or incomplete, or where otherwise permitted by applicable law.

 

Consumer Rights

Nothing in this section excludes, restricts, or limits any rights available under applicable consumer protection legislation.

8. Estimated Delivery Times

SIMJA aims to process, manufacture, and deliver orders as efficiently as possible while maintaining high standards of quality and care.

Estimated delivery times provided on our website are intended as a guide only and are not guaranteed delivery dates.

Actual production, dispatch, and delivery times may vary depending on the Product purchased, the fulfilment method used, the destination, customs processing, courier services, seasonal demand, and other circumstances beyond SIMJA's reasonable control.

 

Production Time

Production time refers to the period required to prepare or manufacture your Product before it is dispatched.

Production time may include:

• Order verification;

• Product preparation;

• Manufacturing;

• Personalisation (where applicable);

• Quality assurance;

• Packaging; and

• Preparation for dispatch.

Production times vary depending on the Product purchased and the fulfilment method used.

Made-to-order Products generally require additional production time because they are individually manufactured after an order has been placed.

 

Shipping Time

Shipping time begins once your Product has been dispatched.

Shipping times vary depending on factors including:

• Delivery destination;

• Shipping carrier;

• Shipping service selected;

• Customs and border processing;

• Local delivery networks;

• Weather conditions;

• Public holidays; and

• Other operational factors beyond SIMJA's reasonable control.

International shipments may require additional time for customs clearance and import processing.

 

Estimated Overall Delivery Time

Estimated overall delivery time is the combined total of:

• Production time; and

• Shipping time.

For orders containing multiple Products, overall delivery time may differ for each item if Products are manufactured or dispatched separately.

Where split shipments occur, some Products may arrive earlier than others.

 

Delivery Estimates Only

All delivery timeframes published by SIMJA are estimates provided in good faith based on information available at the time of purchase.

Estimated delivery times:

• Are not guaranteed delivery dates;

• May change due to operational circumstances;

• May vary between Products within the same order;

• May be affected by customs inspections or import processing;

• May be extended during peak shopping periods, promotional events, or public holidays; and

• May be impacted by Force Majeure Events or circumstances beyond SIMJA's reasonable control.

SIMJA is not liable for delays caused solely by authorised third-party providers, customs authorities, shipping carriers, government agencies, or other events beyond our reasonable control, except where required by applicable law.

 

Tracking Your Order

Where tracking is available, customers will receive shipping confirmation and tracking information after their Product has been dispatched.

Tracking updates are provided by the relevant shipping carrier and may not appear immediately after dispatch.

Where an order is shipped in multiple parcels, separate tracking numbers may be provided for each shipment.

 

Questions About Delivery

If your order has not arrived within a reasonable period after the estimated delivery timeframe has passed, please contact SIMJA.

We will work with our authorised third-party providers and delivery partners to investigate the status of your shipment and assist in resolving any genuine delivery issues as quickly as reasonably practicable.

9. Tracking Information

SIMJA aims to provide tracking information for shipments wherever tracking is available through the selected shipping service.

Tracking availability may vary depending on the Product purchased, the destination, the shipping carrier, and the fulfilment method used.

 

Shipping Confirmation

Once your order, or part of your order, has been dispatched, SIMJA will generally send a shipping confirmation email to the email address provided during checkout.

Where available, this email may include:

• Shipping confirmation;

• Tracking number(s);

• Shipping carrier information;

• Estimated delivery information; and

• Any other relevant shipping updates.

Customers are responsible for ensuring that their contact details are accurate at the time of purchase.

 

Multiple Tracking Numbers

Where an order is dispatched in multiple shipments, each shipment may receive its own tracking number.

Customers may therefore receive:

• Multiple shipping confirmation emails;

• Multiple tracking numbers;

• Separate tracking updates; and

• Deliveries from different shipping carriers.

Receiving multiple tracking numbers is a normal part of SIMJA's fulfilment process and does not indicate that any part of your order has been omitted.

 

Tracking Updates

Tracking information is provided by the relevant shipping carrier.

Tracking may not become active immediately after dispatch and may take time to appear within the carrier's tracking system.

Tracking updates may also be delayed due to:

• Courier processing times;

• Customs inspections;

• Public holidays;

• High shipping volumes;

• Transportation delays;

• Technical issues within the carrier's tracking systems; or

• Other circumstances beyond SIMJA's reasonable control.

 

Tracking Availability

While SIMJA will provide tracking information wherever reasonably practicable, tracking may not be available for every Product, shipping service, or destination.

Where tracking is unavailable, SIMJA will continue to provide reasonable assistance regarding the status of your order where possible.

 

Customer Responsibilities

Customers are encouraged to:

• Monitor tracking information regularly;

• Check their email (including spam or junk folders) for shipping notifications;

• Ensure someone is available to receive the delivery where required;

• Contact the shipping carrier where appropriate regarding local delivery arrangements; and

• Notify SIMJA if tracking information appears to be incorrect or if a shipment has not arrived within a reasonable period after the estimated delivery timeframe.

 

Assistance

If you experience difficulties locating your tracking information or believe there is an issue with your shipment, please contact SIMJA.

We will make reasonable efforts to assist by reviewing your order and, where appropriate, liaising with our authorised third-party providers and shipping partners to investigate the status of your shipment.

10. Customs, Duties & Taxes

SIMJA proudly ships to customers in New Zealand and around the world.

International orders may be subject to customs procedures, import duties, taxes, government fees, brokerage charges, and other import-related costs imposed by the destination country or region.

These charges are determined by the relevant customs authorities and are outside SIMJA's control.

 

International Customers

Customers ordering Products for delivery outside New Zealand are responsible for ensuring that imported Products comply with the laws, regulations, and import requirements of the destination country.

International orders may be subject to:

• Customs inspections;

• Import duties;

• Goods and Services Tax (GST);

• Value Added Tax (VAT);

• Sales tax;

• Brokerage or customs clearance fees;

• Import processing charges;

• Biosecurity or quarantine inspections; and

• Other government-imposed charges.

These requirements vary between countries and may change without notice.

 

Import Duties, GST and VAT

Unless expressly stated during checkout, prices displayed on the SIMJA website do not include:

• Import duties;

• Customs duties;

• Import GST;

• VAT;

• Local sales taxes;

• Brokerage fees;

• Customs clearance charges; or

• Other government-imposed import charges.

Where required by law or supported by the checkout process, certain taxes or duties may be collected at the time of purchase.

Customers remain responsible for any additional charges assessed by the destination country's customs or tax authorities unless those charges have already been collected as part of the purchase.

 

Customs Clearance

International shipments may be delayed while undergoing customs clearance.

Customs authorities may request additional documentation, inspect parcels, or apply import charges before releasing a shipment for delivery.

SIMJA has no control over:

• Customs processing times;

• Customs inspections;

• Import assessments;

• Government charges; or

• Decisions made by customs or border authorities.

Any delays resulting from customs clearance are outside SIMJA's reasonable control.

 

Brokerage and Processing Fees

Some shipping carriers or customs brokers may charge additional fees for processing international shipments.

These fees may include:

• Brokerage fees;

• Customs processing fees;

• Administrative charges;

• Import handling fees; or

• Other charges imposed by the shipping carrier or customs broker.

Where applicable, these charges are the responsibility of the customer unless otherwise stated at the time of purchase.

 

European Union (EU) Orders

Customers ordering Products for delivery within the European Union may be subject to VAT, customs procedures, import duties, handling charges, or other government-imposed fees in accordance with applicable European Union legislation and the laws of the destination Member State.

Import requirements may vary depending on:

• The Product purchased;

• The country of delivery;

• The value of the shipment;

• The shipping method used; and

• Changes to European Union customs or taxation legislation.

 

July 2026 European Union Import Changes

From 1 July 2026, changes to European Union customs legislation may affect the way certain imported parcels are processed.

These changes may result in:

• Additional customs handling charges;

• Revised import duty or VAT collection procedures;

• Additional import documentation requirements;

• Longer customs processing times; or

• Other regulatory changes affecting international deliveries.

SIMJA will continue to monitor relevant legislative developments and will update our website and policies where reasonably necessary to reflect significant changes affecting our customers.

 

Remote Area Surcharges

Certain remote, regional, or difficult-to-service locations may incur additional delivery charges imposed by shipping carriers.

Where reasonably practicable, these charges will be displayed during checkout.

If an unforeseen remote area surcharge applies after an order has been placed, SIMJA will contact the customer before dispatch to discuss the available options, which may include:

• Proceeding with the order after payment of the additional charge;

• Selecting an alternative delivery address where available;

• Choosing an alternative shipping method where possible; or

• Cancelling the order and receiving a refund where appropriate.

 

Customer Responsibilities

Customers are responsible for:

• Providing accurate delivery information;

• Paying any customs duties, import taxes, brokerage fees, or other charges that are not collected during checkout;

• Complying with the import laws and regulations of the destination country;

• Providing any information reasonably requested by customs authorities where required; and

• Collecting or accepting delivery of their shipment where applicable.

Failure to pay applicable import charges or comply with local import requirements may result in delays, returned shipments, additional charges, or disposal of the shipment by customs authorities or the shipping carrier.

SIMJA is not responsible for costs or losses arising from a customer's failure to comply with the import requirements of the destination country, except where required by applicable law.

 

Changes to Customs Requirements

International customs laws, taxation rules, import procedures, and shipping regulations may change from time to time.

SIMJA reserves the right to update this Shipping Policy to reflect changes in applicable laws, international shipping practices, or operational requirements.

Customers are encouraged to review the import requirements applicable to their destination before placing an international order.

11. European Union (EU) Import Changes

SIMJA ships internationally, including to customers within the European Union (EU).

Customers ordering Products for delivery to an EU Member State should be aware that import procedures, customs requirements, taxes, duties, and associated charges are governed by European Union legislation together with the laws of the destination country.

These requirements may change over time and can affect the cost, processing, and delivery of international orders.

 

July 2026 Import Changes

From 1 July 2026, changes to European Union customs legislation introduced new import procedures for certain goods entering the European Union.

As a result, some international shipments may be subject to:

• Revised customs processing procedures;

• Additional import handling requirements;

• Import duties or customs charges where applicable;

• Value Added Tax (VAT) collection requirements;

• Carrier or customs administration fees;

• Additional documentation requirements; and

• Longer customs processing times.

The application of these requirements depends on factors including the destination country, the value of the shipment, the Products purchased, the shipping method selected, and the laws in force at the time the shipment enters the European Union.

 

Taxes and Additional Charges

Unless expressly stated during checkout, SIMJA does not guarantee that customs duties, VAT, import taxes, handling charges, brokerage fees, or other government-imposed charges are included in the purchase price.

Where such charges are not collected at checkout, they may be assessed by the relevant customs authority, carrier, or government agency before delivery.

Customers are responsible for paying any applicable charges required by the destination country unless those charges have already been collected as part of the purchase.

 

Customs Processing

All international shipments remain subject to inspection, assessment, and clearance by the customs authorities of the destination country.

Customs authorities may:

• Inspect shipments;

• Request additional documentation;

• Delay release of goods;

• Apply taxes or duties;

• Require payment of import charges before delivery; or

• Take other actions permitted under applicable law.

SIMJA has no control over customs decisions, processing times, or charges imposed by government authorities.

 

Delivery Delays

Changes to customs legislation, border security measures, government procedures, transportation networks, or international shipping regulations may result in delivery delays.

Estimated delivery timeframes published by SIMJA do not include delays caused by customs authorities, border inspections, government agencies, or other circumstances beyond our reasonable control.

 

Ongoing Legislative Changes

International customs, taxation, and import regulations continue to evolve.

SIMJA monitors significant legislative developments that may affect international shipping and will update our website and policies where reasonably necessary.

Customers are encouraged to review the import requirements applicable to their destination country before placing an international order, as these requirements may change after this Shipping Policy has been published.

Nothing in this section excludes, restricts, or limits any rights available under applicable consumer protection legislation.

12. Delivery

SIMJA aims to ensure that Products are delivered safely and efficiently to the delivery address provided at the time of purchase.

Delivery is carried out by SIMJA or our authorised third-party providers and shipping partners, depending on the Product purchased, the fulfilment method used, and the destination.

Estimated delivery timeframes are provided as a guide only and are not guaranteed delivery dates.

 

Delivery Address

Customers are responsible for providing a complete, accurate, and deliverable shipping address when placing an order.

Please ensure that:

• The recipient's name is correct;

• The delivery address is complete and accurate;

• Any apartment, unit, suite, or business details are included where applicable;

• A valid contact email address is provided; and

• Any delivery instructions supplied are accurate and appropriate.

SIMJA is not responsible for delays, failed deliveries, returned shipments, or additional costs resulting from incorrect or incomplete delivery information provided by the customer.

 

Safe Delivery

Delivery is considered complete when the shipment has been delivered in accordance with the shipping carrier's delivery procedures.

Depending on the carrier and destination, delivery may require:

• A signature upon delivery;

• Delivery to the recipient;

• Delivery to another authorised person at the address;

• Collection from a designated pickup location; or

• Delivery in accordance with an approved Authority to Leave instruction where available.

Delivery procedures are determined by the relevant shipping carrier and may vary between countries and shipping services.

 

Authority to Leave

Some shipping carriers may offer an Authority to Leave (ATL) or similar unattended delivery service.

Where a customer authorises a shipment to be left unattended, or where the shipping carrier is authorised to do so under its delivery procedures, the customer accepts the associated risks.

To the extent permitted by applicable law, SIMJA is not responsible for loss, theft, damage, weather exposure, or unauthorized access occurring after a shipment has been delivered in accordance with the carrier's approved delivery method.

 

Incorrect Delivery Addresses

If a customer provides an incorrect, incomplete, or undeliverable address, delivery may be delayed, refused, returned, or cancelled by the shipping carrier.

Where reasonably practicable, SIMJA will attempt to contact the customer before dispatch if an address appears incomplete or invalid.

If an order has already entered production or has been dispatched, address changes may not be possible.

Additional shipping charges incurred due to incorrect delivery information may be payable by the customer where permitted by applicable law.

 

Failed Delivery Attempts

Where delivery cannot be completed, the shipping carrier may:

• Attempt redelivery;

• Leave a collection notice;

• Hold the parcel at a collection point;

• Return the parcel to the sender; or

• Apply other procedures in accordance with its delivery policies.

Customers are responsible for responding promptly to delivery notifications and collecting parcels within any timeframes specified by the shipping carrier.

 

Returned Shipments

A shipment may be returned to SIMJA or an authorised third-party provider if:

• The delivery address is incorrect or incomplete;

• Delivery is refused by the recipient;

• Import duties, taxes, or customs charges are not paid where required;

• The parcel is not collected within the carrier's required timeframe; or

• Delivery cannot be completed for another reason beyond SIMJA's reasonable control.

Where a shipment is returned, SIMJA will contact the customer to discuss the available options.

Additional shipping charges, customs fees, return freight costs, storage charges, or administrative fees incurred as a result of the return may be payable by the customer where permitted by applicable law.

 

Re-delivery

Where a returned shipment can reasonably be resent, SIMJA may offer re-delivery after any applicable additional shipping or handling charges have been paid.

If re-delivery is not possible, any refund, replacement, or other remedy will be determined in accordance with our Returns & Refund Policy, these Terms and Conditions, and applicable consumer protection legislation.

Made-to-order, personalised, or custom-manufactured Products may not be eligible for a refund where delivery could not be completed due to circumstances within the customer's control, except where required by applicable law.

 

Customer Assistance

If you experience any issues with the delivery of your order, please contact SIMJA as soon as reasonably practicable.

We will work with our authorised third-party providers and shipping partners to investigate delivery issues and assist in resolving genuine delivery concerns fairly, promptly, and in accordance with our legal obligations.

13. Risk & Title

(This references the Terms.)

14. Lost, Delayed or Damaged Shipments

SIMJA is committed to helping customers where a shipment is lost, significantly delayed, damaged during transit, or delivered with a genuine shipping-related issue.

Where a problem is reported, we will work in good faith with our authorised third-party providers, shipping carriers, and fulfillment partners to investigate the matter and determine an appropriate resolution in accordance with these Terms, our Returns & Refund Policy, and applicable consumer protection legislation.

 

Reporting a Shipping Issue

If you believe your shipment has been lost, significantly delayed, or has arrived damaged, please contact SIMJA as soon as reasonably practicable.

To assist with our investigation, customers should provide:

• Order number;

• Name used for the order;

• A description of the issue;

• Photographs of any damaged Products (where applicable);

• Photographs of the packaging, shipping label, and any visible damage (where applicable); and

• Any other information reasonably requested to assist with the investigation.

Prompt reporting helps us work with shipping carriers and fulfilment partners while relevant shipping records remain available.

 

Reasonable Investigation

Once notified of a shipping issue, SIMJA will undertake a reasonable investigation.

Depending on the circumstances, this may include:

• Reviewing order and dispatch records;

• Confirming tracking information;

• Contacting the relevant shipping carrier;

• Liaising with authorised third-party providers;

• Requesting additional information from the customer; and

• Assessing any supporting evidence provided.

The time required to complete an investigation will depend on the nature of the issue and the procedures of the relevant shipping carrier or fulfillment provider.

 

Courier Investigations

Some shipping carriers require a formal investigation before a shipment can be declared lost or eligible for compensation.

Customers agree to cooperate with any reasonable requests made by SIMJA or the shipping carrier during this process, including providing additional information where required.

SIMJA cannot guarantee the outcome or timeframe of a courier investigation, as these matters are managed by the relevant shipping carrier.

 

Damaged Shipments

If a Product arrives damaged during transit, customers should, where reasonably practicable:

• Retain the Product and all original packaging;

• Take clear photographs of the Product, packaging, shipping label, and any visible damage;

• Avoid disposing of the packaging until advised by SIMJA if an investigation is required; and

• Contact SIMJA as soon as reasonably practicable after delivery.

Failure to retain packaging or provide supporting evidence may affect our ability to investigate certain claims where such evidence is required by the shipping carrier or fulfilment provider.

 

Lost Shipments

A shipment will not normally be considered lost until reasonable time has been allowed for delivery and any required courier investigation has been completed.

Where a shipment is confirmed as lost, SIMJA will work with the customer to determine an appropriate remedy, which may include:

• A replacement Product;

• A refund;

• Store credit where mutually agreed; or

• Another remedy available under applicable consumer protection legislation.

The appropriate remedy will depend on the circumstances of each individual case.

 

Delayed Shipments

Delivery delays do not automatically indicate that a shipment has been lost.

Delays may occur due to:

• Customs processing;

• Severe weather;

• Transportation disruptions;

• Public holidays;

• High shipping volumes;

• Remote area deliveries;

• Security inspections;

• Force Majeure Events; or

• Other circumstances beyond SIMJA's reasonable control.

SIMJA will make reasonable efforts to assist customers experiencing significant delivery delays by monitoring the shipment and liaising with the relevant shipping carrier where appropriate.

 

Insurance

Some shipments may be covered by shipping insurance or carrier compensation, depending on the Product, shipping service selected, destination, or carrier policies.

Where insurance or carrier compensation is available, SIMJA will manage any claim with the relevant provider where reasonably appropriate.

The availability of shipping insurance does not affect any rights customers may have under applicable consumer protection legislation.

 

Replacements and Refunds

Where an investigation confirms that a Product has been lost, damaged during transit, or another shipping issue has occurred for which SIMJA is responsible or a remedy is otherwise required under applicable law, SIMJA will provide an appropriate remedy.

Depending on the circumstances, this may include:

• Repair (where appropriate);

• Replacement;

• Refund;

• Store credit where mutually agreed; or

• Another remedy required by applicable consumer protection legislation.

Nothing in this section limits any rights available to customers under applicable law.

 

Fraud Prevention

To help protect both customers and SIMJA from fraudulent claims, we may request reasonable supporting evidence before approving a replacement, refund, or other remedy.

SIMJA reserves the right to decline claims where there is reasonable evidence of fraud, intentional misuse, false or misleading information, or other conduct inconsistent with these Terms or applicable law.

 

Customer Support

If you experience any shipping issue, please contact SIMJA.

We are committed to investigating genuine concerns fairly, communicating openly throughout the process, and working towards a timely and reasonable resolution.

15. Incorrect Products

SIMJA takes reasonable care to ensure that customers receive the correct Products as ordered.

If you believe you have received an incorrect Product, incorrect size, incorrect design, manufacturing error, or another fulfillment-related issue, please contact SIMJA as soon as reasonably practicable so that we can investigate the matter.

 

Incorrect Products

An incorrect Product may include situations where:

• The wrong Product has been supplied;

• The wrong design, colour, or variation has been supplied;

• The incorrect size has been supplied;

• A Product differs materially from the order confirmation;

• An item is missing from the shipment after allowing reasonable time for split deliveries; or

• Another fulfillment error has occurred.

Where an order has been intentionally split into multiple shipments, customers should allow reasonable time for all parcels to arrive before reporting a missing item.

 

Manufacturing Errors

Manufacturing errors may include:

• Incorrect print application;

• Incorrect Product customisation;

• Significant manufacturing defects;

• Incorrect assembly;

• Material defects;

• Significant printing or production faults; or

• Other manufacturing issues that materially affect the Product.

Minor variations that are inherent in handmade, artist-created, or print-on-demand manufacturing processes do not automatically constitute a manufacturing error.

Examples include:

• Minor colour variations;

• Slight print placement differences;

• Pattern alignment variations;

• Minor stitching variations;

• Fabric texture differences; or

• Other reasonable manufacturing tolerances described elsewhere in our Terms and Conditions.