Refund policy

Returns & Refunds

We want you to love what you ordered. If something isn't right, you have 30 days from the day you receive your item to request a return.

How to start a return

  1. Email us at heliawebgr@gmail.com with your order number and the item you'd like to return.
  2. Once your return is approved, we'll send you a return shipping label and instructions on where to send your package.
  3. Pack the item securely and send it back using the label provided.

Please don't send items back without contacting us first. Returns sent without an approved request can't be accepted.

Return conditions
To be eligible, your item must be:

  • In the same condition you received it: unused, unworn and with any tags attached
  • In its original packaging
  • Accompanied by your receipt or proof of purchase

Damaged, defective or wrong item?
Please check your order when it arrives. If anything is damaged, defective or not what you ordered, contact us right away at heliawebgr@gmail.com, ideally with a photo, and we'll make it right.

Items that can't be returned
For hygiene and safety reasons, we can't accept returns on:

  • Personal care and beauty products once opened or used
  • Custom or personalized items
  • Perishable goods
  • Hazardous materials, flammable liquids or gases
  • Sale items and gift cards

Not sure whether your item qualifies? Just ask. We're happy to help.

Exchanges
The quickest way to get a different item is to return the one you have and, once the return is approved, place a new order.

EU customers: 14-day right of withdrawal
If your order is delivered within the European Union, you have the right to cancel or return it within 14 days of receipt, for any reason and without giving a justification. The item must be returned in the same condition you received it, unused, with tags and in its original packaging, along with proof of purchase.

Refunds
Once we receive and inspect your return, we'll email you to confirm whether your refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card provider may take a few extra days to post it.

If more than 15 business days have passed since your return was approved and you haven't received your refund, contact us at heliawebgr@gmail.com.

Questions?
Email us anytime at heliawebgr@gmail.com.