FAQs
1. HOW CAN I CANCEL MY ORDER?
You can only cancel your order within 48 hours from purchasing time of the same day. After this time, we cannot cancel the order.
2. CAN I CHANGE MY ORDER INFORMATION?
If you realize you have made an error, simply contact us within 48 hours after the purchasing date.
In case the shipping address is incorrect but the item has been already on the shipment, we cannot change the address. Kindly follow the step below:
- Follow your order via the tracking link closely
- Once your tracking number is active or the item arrives at the Post Office (P.O), kindly contact and provide P.O with your tracking number and request address changes.
For other requests, please contact us via store email address: support@heliosglobalbrand.com
3. WRONG ADDRESS DISCLAIMER
It is the responsibility of the buyer to make sure that she or he fills the correct shipping address in (especially the exact number of the apartment in a building). If you found some problems with your shipping address within 48 hours of placing your order, please contact us via email address support@heliosglobalbrand.com so that we can assist you to change it to the right form.
In case the package has been shipped, we can not change your shipping address and we will not take any responsibility if the shipping address you provided us is wrong as well. The only thing we can assist you in this situation is by sending you the carrier information so that you can contact them and correct your address. In other circumstances, we will be able to provide new package with an extra fee.
4. LOST PACKAGE
If your package appears to be lost in transit, we are more than happy to replace the package and ensure your order makes its way to you. If you do not want the package to be replaced, we can refund for the order. Our Customer Service Team will be sure to check in on your order periodically to track its progress and provide accurate updates.
Kindly noted that for any reports of lost packages, it is essential to submit together with the Loss of Certificate or official information from the local post office on your package order status.
5. CAN I REFUSE THE ITEM ON DELIVERY?
If the order arrives at your country and:
- The customer refuses to accept the package
- Number of attempts is made in the country of destination to deliver the package.
- According to the shipping department, the order shipping status indicated that the package was delivered to the address that the customers provided
Helios Global reserves the right to abandon the package(s) and will not be responsible for any refund.
