SHIPPING
Shipping time and costs
HELIA offers free standard shipping to all countries in the European Union.
For international shipping outside of the European Union, HELIA offers free standard delivery on orders above €600. Please note that free shipping will be applied to your order at checkout.
Delivery charges are indicated in the check out of the buying process according to the specifics, amount of purchase and the address of delivery given.
Once you’ve placed your order, we will process it and hand it over to the carrier.
In case you do not collect your order and the carrier sent it back to us, we will be unable to re-send your order and you will be refunded, deducing the cost of shipping and return incurred.
HELIA is partner with Mail Boxes and operates with the following carriers: CTT-Express, Correos-Express, UPS, FEDEX and TNT.
Order Processing & Estimated Delivery Time
When placing your order please ensure that the billing and shipping address details are correct, as we are unable to redirect.
When your order is shipped, we will send you a confirmatory email. Before we can dispatch your purchases, we may need to confirm your details with your card issuer.
We will do our best to keep delays to a minimum.
Please allow 1-4 business days to process and pack your order and do not include weekends or bank holidays.
Estimated shipping time:
– Shipping destination: Iberian Peninsula and Balearic Islands. Delivery within 2-5 working days.
– Shipping destination: European Union. Delivery within 4-6 working days.
– Shipping destination: Europe outside EU. Delivery within 5-7 working days.
– Shipping destination: Rest of the World. Delivery within 7-10 working days.
Delivery times are estimates and provided as guidelines only. Please note that in some areas there is a limited range of delivery services available. We will endeavor to send your order out as quickly as possible, but we cannot be responsible for delays as a result of remote delivery locations or adverse weather conditions. During the sale and holiday periods, the large number of orders can result in longer delivery times.
Custom clearance is always an additional time aside from the shipping delivery times.
Taxes and Duties
Please be aware for additional government duties and custom fees.
If you are placing an order from outside of Europe, you might be charged for import duties and taxes by your local customs authority. These costs are directly dependent on the value of the ordered goods, the material they are made of and their country of origin.
Because these duties vary per country, we advise you to consult your local Custom Clearance Authority in your country of reception of goods to inform yourself about the possible charges before placing an order with us.
Tracking Your Order
Once your order has been shipped, you will receive an email confirmation with a tracking number.
FAQ
What to do if i have a problem with my delivery?
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
What should I do if my parcel arrived damaged?
If your parcel arrives damaged, we kindly invite you to contact our Customer Service Team (customer@HELIA.store). Make sure to take pictures of the parcel received and keep the package for further inspection by our courier.
What should I do if I receive a faulty item?
If an item received is faulty or was received damaged, please contact our Customer Service upon the receipt of the item. (customer@HELIA.store).
When will I receive the refund for my order?
The refund of your order will be processed within 5-10 business days upon the receipt of the returned items. Please kindly note that we reserve the right to decline a refund in case your item was not sent in its original condition (worn, damaged, etc.). The refund will be issued directly to the payment method used for the original purchase.
Can I exchange a product?
We do not offer any exchange service for the moment. If you would like to exchange your purchase, you may return the item for a refund and place a new order.