International Customers

Shippings outside the United States may be subject to import duties and other taxes, the responsibility of the recipient. Because duties and taxes vary by country and item, we cannot provide an estimated cost. Please contact your customs office for more information.

ESTIMATED DELIVERY TIME

ORDER & TRACKING

You’ll receive a Purchase Confirmation Email right after placing your order (includes order number and details).

Didn’t get it? Reach us at support@heliosglobalbrand.com.

Orders are processed (producting, stocking, packing, shipping) in 10-14 business days.

Once ready, we’ll send you a Shipping Update Email with your tracking number.

Tracking info may take 7-10 business days to appear on the carrier’s system.

SHIPPING POLICY

📦 Made-to-order products
– All products are custom-made and include shipping time.
– We ship worldwide using the best courier for your location.

Please note: 

For products with special production or updates, we will contact you via email with an updated delivery estimate.

International orders may incur import duties or additional taxes, which are the sole responsibility of the recipient.

Return & Exchange Policy

At HELIOS, we want you to feel confident in every purchase. Here's what you need to know about our return and exchange policy.

1. Exchange Eligibility

HELIOS accepts eligible size and design exchanges within 30 days of delivery.

To qualify for an exchange, your item must be:

• Unused, unworn, and in its original condition.

• Free from scratches, dents, or damage caused after delivery.

• Returned with its original packaging and proof of purchase.

All exchanges are subject to product availability, inspection, and approval.

We do not offer refunds for change of mind, personal preference, or incorrect size selection, except where required by applicable law.

2. Exchange Fees & Price Differences

For voluntary size or design exchanges, customers are responsible for a $25 round-trip shipping fee, covering:

• $12.50 for return shipping.

• $12.50 for shipping the replacement item.

Any additional shipping charges will be communicated for your approval before processing.

When exchanging for a different design, price differences will be calculated based on current selling prices:

• Higher-priced item: You pay the price difference.

• Lower-priced item: We will refund the price difference to your original payment method.

All price differences and applicable shipping fees will be confirmed before the exchange is processed.

3. Final Sale Items

Sale items, special orders, and custom-made jewelry are not eligible for voluntary size or design exchanges.

This restriction does not affect your rights regarding defective, damaged, or incorrect products, or any other rights provided by applicable law.

4. Defective, Damaged or Incorrect Items

If your item arrives with a manufacturing defect, shipping damage, or does not match your order, please contact us for assistance.

For confirmed issues attributable to HELIOS, we cover all necessary return shipping, replacement shipping, and processing costs.

Depending on the circumstances and applicable law, we will provide an appropriate resolution, which may include a repair, replacement, or full or partial refund.

Approved monetary refunds will be issued to the original payment method unless otherwise agreed or required by law.

The 30-day voluntary exchange period does not limit your rights regarding defective products.

5. How to Request an Exchange

Email us at support@heliosglobalbrand.com with:

• Your order number or proof of purchase.

• The reason for your request.

• Relevant photos or videos, where applicable.

For voluntary exchanges, please submit your request within 30 days of receiving your order.

Our team will respond to your initial request within 2 business days and provide further instructions, including return authorization and shipping details where applicable.

Please wait for our instructions before sending your item back.

We recommend using a tracked shipping service for returns you arrange. Responsibility for lost or damaged shipments will be determined according to the shipping arrangements and applicable law.

Lifetime Warranty

All HELIOS jewelry products come with a lifetime warranty, subject to our separate Lifetime Warranty Policy.

The 30-day voluntary exchange period does not limit your lifetime warranty or statutory consumer rights.

For assistance, contact support@heliosglobalbrand.com.

Nothing in this policy excludes or limits any rights you may have under applicable consumer protection laws.