Phoenix Pendant Helios

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ORDER & TRACKING

When you place your order, you will receive a Purchase Confirmation email confirming your Order # and purchase details. 

If you do not receive our confirmation email during this time, please contact us via support@heliosglobalbrand.com to get more information.

After that, your order will be processed for stocking, packing, and shipping and this normally takes 3-5 working days. When this preparation process is finished, we will send a Shipping Update email to your email address with your tracking number. It may take 5-7 working days for your tracking status to be updated on the carrier's system and go online.

SHIPPING ORIGIN

Helios Global works very closely with top global merchants from all over the world to source and curates the most unique products on the market at the best prices for you. We travel the world and meet trusted suppliers to put together a collection of helpful products. Think of us as a one-stop-shop destination for the best products and purchases from worldwide vendors from Europe, Asia, and North America via our partnership with USPS.

DELIVERY TIME

Here is an estimate of the shipping times. Due to factors that often affect international shipments, such as holidays, customs, and weather delays, we can only offer an estimate of shipping times.

Once your order has shipped, we will send you another Shipping Update email with your tracking number. To track your package, simply click on the link provided. Tracking numbers can take 1-2 days to appear in the shipping carrier's system after you receive your Shipping Update email. Several days may pass between package scans. We assure you that this is normal and will not affect your expected delivery date. If the tracking number is still not working within a few days, please contact the shipping carrier or our email support team.

* Important note: Please note that all estimated shipping times stated are based on normal conditions. Every once in a while, we do experience heavy international shipping volumes, especially during the holiday seasons, especially in November and December. Also, do note that customs in some countries do take longer times to clear and scan incoming packages, which explains the difference in the estimated shipping times stated above.

Approximate shipping times for Expedited Shipping option by DHL, FedEx, Aramex, UPS or equivalent expedited shipping: 5-10 business days worldwide.

Please select Express shipping option upon ordering. Do note that shipping by the express method costs about USD 10-30 per item, depending on the weight of the item and on the country it is being shipped to.

Unfortunately, we are unable to control shipping times and any unexpected delays that may occur en-route and we seek your understanding and patience should this occur.

Please be advised that delivery is not handled by us, we cannot accommodate requests for delivery to be made at a particular time nor are we able to determine the day and/or time of delivery.

All of our transactions made through this website are authorized and processed by the payment gate of Huration International Investment.

ONLINE RETURN/EXCHANGE POLICY (DOMESTIC ONLY)

If you are not completely satisfied with your online purchase, you can send it back to us for a refund or exchange within 14 days of purchase. Unfortunately, we are unable to accept returns after the 14-day period.

To be eligible for a return, you will first need to email support@heliosglobalbrand.com to receive a return authorization number and we will get back to you within 24 hours with details on how to process your return or exchange.

To complete your return, we require a receipt or proof of purchase. Your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

There are certain situations where only partial refunds are granted. Any item not in its original condition, is damaged or missing parts for reasons not due to our error

Please allow 1 business days for us to process your return or exchange.

Sale items, special orders, and custom jewelry are final sale and cannot be returned or exchanged. All returned merchandise must be in its original condition.

Customers are responsible for all shipping costs unless the item is damaged or we made a mistake. 

A $9.90 re-stock fee will apply to all returned items.

We are not responsible for lost packages and we cannot issue a refund if your package is lost or damaged. Please insure the package for the full amount of the merchandise you are sending back to us. We are not responsible for missing packages. 

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is 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 have not received your refund yet, please contact us at support@heliosglobalbrand.com

Exchanges 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@heliosglobalbrand.com

All of our transactions made through this website are authorized and processed by the payment gate of Huration International Investment.