INFORMATION & ORDERS

ORDER CONFIRMATION

After successfully completing the purchase process, we will show you a page with your order information.

We will also send you a confirmation email to the email address you have provided. In the event that any of these points is not met, contact Customer Service so that we can help you at customer@helia.store

In addition, we will send you an email when your order has shipped that will include the tracking number for your package.

CHECKING ORDER STATUS

You may check the status of your order even if you are not a registered user by clicking on My Account in the upper right-hand corner of the site. You will need to provide the order number and postcode.

You will receive an order confirmation email once your order has been received. In addition, we will send you an email when your order has shipped that will include the tracking number for your package.

Please note that it may take up to 48 hours after the package leaves our distribution center for the tracking information to appear in the tracking system.

CANCELLATIONS

Once an order is submitted we are unable to change or cancel the order.

If you have additional questions about your order, please contact HELIA STORE Customer Service directly by email at customer@helia.store  

PAYMENT METHODS

HELIA STORE accepts the following payment methods:

• Credit cards
• Bank transfer
• HELIA STORE does not accept checks, cash or money orders.

By submitting an order on this website, you are entering into a contract that will be confirmed via email directly after your order is placed.

USING A PROMOTIONAL CODE

From time to time we have special offers that can be applied to your order by using a promotional code that we provide to you. In order to take advantage of these promotions, you must enter the promotional code in the space provided on the Shopping Bag page.

TAX

All prices displayed at our web store are VAT inclusive or not depending of the client tax profile and country of origin.

QUALITY GUARANTEE

All our items undergo strict quality controls to ensure excellence in your shopping experience. If you consider that the purchased item does not meet your expectations or does not correspond to what you had requested, do not hesitate to contact Customer Service.

You will receive the same item that appears in the photographs of the online store. However, there may be small differences in the finishes of the handcrafted products.

CONFORMITY WITH ORDER

Upon receiving the item, it is the customer’s responsibility to ensure that the order is correct.

Any irregularities concerning delivery such as damaged package, missing products, degraded products, products not in compliance with the order, must be reported within the legally required term, after receiving the order, and by certified letter or by email to this address: customer@helia.store

PRICING POLICY

HELIA prices are the same regardless of the channel, unless there are specific promotions in any of them. In any case, if there is a difference between the prices that appear on the website and those marked on the labels of the items in the store, the latter always prevail.

PASSWORD RECOVERY

In the event that you do not remember your access password as a Client, you can restore it in the Login section. Following the steps indicated in said section, you will receive an email with the necessary procedure to obtain your new password.