Refund policy

Returns, Refunds and Order Cancellation Policy

Order Cancellation and Modification Policy

We process and dispatch all orders very quickly, so we cannot guarantee any changes or cancellations once an order has been placed.
If you wish to change or cancel your order: contact our customer service as soon as possible by email at contact@helorya.com
We will do everything we can to change or cancel your order, provided it has not yet been processed in our warehouse.
To process your request as quickly as possible, please put "Order Cancellation" in the subject line of your email, and include your full name and order number in the body of the message.

Returns and Refunds Policy

If your order has already been shipped, don't worry — returning items for a refund is possible under the conditions set out below.
Our returns period lasts 14 days. If more than 14 days have passed since the delivery of your purchase, unfortunately we cannot offer a refund or exchange.
Returns are accepted even if the item has been used — simply contact us and we will take care of everything.
Items that cannot be returned:

- Gift cards
- E-books

To return an item, you must provide a receipt or proof of purchase.

Refunds

Once we have received and inspected the returned item, we will send you an email confirming receipt. We will also notify you of our decision regarding the approval or rejection of your refund request.
If your request is approved, your refund will be processed and the relevant amount will be automatically credited to your credit card or original payment method within one week.
Postage can only be refunded if you withdraw from the contract before the parcel has been dispatched.

Late or Missing Refunds

If you have not yet received your refund, please first check your bank account again. Then contact your credit card issuer — there may be a delay before the refund is officially posted. Next, contact your bank, as some processing time is often required before the refund appears (usually 7 to 14 working days).
If you have completed all these steps and still have not received your refund, please contact us at contact@helorya.com

Sale Items

Refunds are only possible for full-price items. Unfortunately, items purchased on sale are not eligible for a refund.

Exchanges

We only exchange items if they are defective or damaged. If you wish to exchange an item for the same one, send us an email at contact@helorya.com

Returns Shipping

To return an item, contact us by email at: contact@helorya.com — we will provide you with the procedure and the address of our warehouse.
Shipping costs are non-refundable. If you receive a refund, the cost of return delivery will be deducted.
You are responsible for paying the cost of shipping the returned item.
The returned item remains your responsibility until it reaches us.
When returning items worth more than £40, we recommend using a tracked delivery service or taking out delivery insurance.
We cannot guarantee receipt of the items you return to us.