Shipping policy
Heliora – Shipping Policy
Thank you for shopping with Heliora. Below you’ll find everything you need to know about our shipping process, timeframes, and related terms.
1. Order Processing
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All orders are processed within 1–5 business days (excluding weekends and holidays).
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You will receive an email confirmation once your order has been processed and shipped, including tracking details when available.
Note: Processing times may be extended during peak seasons, sales events, or holidays.
2. Shipping Methods & Delivery Times
We offer international shipping to most countries.
Estimated delivery times:
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Standard International Shipping: 7–21 business days
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Expedited Shipping (if available): 3–14 business days
Delivery times may vary depending on your location, customs processing, and carrier delays.
3. Tracking Your Order
Once your order has shipped, you will receive a tracking number via email. Please allow up to 48 hours for tracking information to update.
If you haven't received tracking information after 5 business days, please contact us at info@helioraskin.com
4. Shipping Delays
While we strive to meet all estimated delivery times, unforeseen logistic delays can occur due to customs, weather, or carrier issues.
Refunds for shipping delays are only considered after 30 days have passed from the date of your order.
We appreciate your patience and understanding in such cases.
5. Customs & Import Duties
Customers are responsible for any customs fees, import duties, or local taxes applied to international shipments. These charges are not included in our product or shipping prices.
Please check with your local customs office for more information on charges that may apply.
6. Incorrect Shipping Information
Please double-check your shipping address at checkout. We are not responsible for orders lost due to incorrect or incomplete address details.
If you notice an error, contact us immediately. We can make corrections before the order is shipped.
7. Lost or Stolen Packages
Heliora is not liable for lost or stolen packages marked as delivered by the courier. If this occurs, please contact the shipping carrier directly to initiate a claim.
We will do our best to assist, but we cannot guarantee reimbursement for these cases.
8. Questions or Support
If you have questions about your order or shipping status, please contact our support team:
