FAQ's

What currency are the prices?
All prices are in NZD.

I just placed an order, when will it be shipped?
We try our best to ship the items as fast as we can. Please allow 1-3 working days processing time for your item to be prepared and dispatched, standard delivery time frame is between 5 to 15 business days for international shipping and 1 to 3 business days for domestic. Tracking numbers will be updated after your order has been shipped. If you haven’t received a tracking number after 5 business days please email us at info@heliostia.com with your order number.

If the item is defective, can it be exchanged or returned? 
We offer a 100 % money back guarantee, if the product is defective, please contact our support team at info@heliostia.com with photos to show us what the issue is, under email subject line please use “Defective item” with the order number. We allow 30 calendar days to request for refund and send the item back for an exchange or a full refund. The item must be returned back at the original condition with package and tag.

Please include “your name”, “order number” and “reason for exchange/return” in the returned parcels. The return postage is on customer’s own expense, please use courier with track and trace number in order for us to follow up efficiently. Once the item is received we will inspect the condition and inform you by email to confirm if the refund will be processed or declined. Once approved, please allow 14 business days for the fund to arrive back to your card.

What if I don't like the item after received, can it be exchanged or refunded?

We offer 14 calendar days change of mind period after you received the item, if you think the item is not as described, please contact our support team at info@heliostia.com and we will assist you with your concerns, under email subject line please use “Change of mind” with the order number.

Unfortunately shipping cost is non-refundable, We will need to deduct $12 for NZ domestic, $25 for Australia and $48 shipping cost for the rest of the world from the payment you made, and refund the rest to you. We provide subsidy for the shipping cost when you purchase the item, however when request for refund, we will need to charge the full price for the shipping cost as it's completed by courier, thus will be different to the additional shipping amount that you paid at the check out. 

The item must be returned back at the original or resell condition with package and tag, please include “your name”, “order number” and “reason for exchange/return” in the returned parcels. The return postage is on customer’s own expense, please use courier with track and trace number in order for us to follow up efficiently. Once the item is received we will inspect the condition and inform you by email to confirm if the refund will be processed or declined. Once approved, please allow 14 business days for the fund to arrive back to your card.

Under what circumstances will the item not be exchanged or refunded?

We do not offer return/exchange/refund due to the following reasons:

1. Wear and tear.
2. Color difference due to reflection, lighting and sun exposure.
3. Damage due to improper use or care.
4. Outside 30 days period from the date of received.
5. Incorrect address given and ended up at someone else address.
6. Removed of label and in an unsellable condition.

Can I cancel my order?
You are able to cancel your order but you must get in touch with us within 12 hours by sending an email to info@heliostia.com to cancel your order, under email subject line please use “Cancellation” with the order number. If the item was already sent, please refer to change of mind policy above. 

I have entered an incorrect address what do I do now?
If you have entered an incorrect address, simply notify us via email within 12 hours to info@heliostia.com with your order number and let us know the correct information. No refund will be given if no email was received within 12 hours of placing the order and the item was shipped to the wrong address.

I have a general question, can you please help?
Absolutely! We are here to help you. Please send us an email to info@heliostia.com and we will be happy to assist you in any way we can. We do receive a large number of emails, If you wish to get a prompt response please attach your order number and outline the problem with as much information as you can. Thank you.