Welcome to Heliot Emil’s Customer Care.
If you have any questions or concerns, you can find out more about our policies and FAQs below.
For further assistance, our team will be more than happy to help. Do not hesitate to contact us via chat or email.
Mon to Fri: 9am – 5pm
WHAT IS A PRE-ORDER? WHEN WILL I RECEIVE IT?
A pre-order is the reservation of an item that is not yet available for sale, but will be released soon. An estimated delivery date is indicated for each pre-order item on the product page.
If your order consists of pre-order items with different delivery dates, expect to be contacted by our Customer Service Team. They will ask you if you prefer to receive all products together or separately as soon as each item will be ready for shipment.
If your order consists of both readily available and pre-order items, our Customer Service team will contact you. You will have the option to split the order into two separate shipments or to wait and receive all the items together.
You will receive a confirmation email with tracking information as soon as your order is dispatched.
CAN I CANCEL OR CHANGE THE ORDER?
The order can be cancelled within the next one hour by contacting our customer service.
HOW DO I CHOOSE THE PERFECT SIZE FOR ME?
To help you choose your correct size, consult the Size Guide Chart of the item you want. You will find here all the product measurements & the size of the model included.
However, if you have any other questions or concerns, do not hesitate to contact our customer service at email@example.com or use our Live Chat service.
I HAVE A STORE CREDIT CODE/DISCOUNT CODE, HOW DOES IT WORK?
If you have received a discount code or a store credit code, simply insert it at the final step of the checkout process: the discount will be calculated and displayed automatically.
Please check that the discount has been applied before completing the purchase. Remember to enter the promotional code when the order is finalised as it will not be possible to add it later. If, after checking, your code does not work, contact us at firstname.lastname@example.org
Please note, both discount codes and store credit codes can be used only once.
DO YOU SHIP TO MY COUNTRY?
Yes, we ship worldwide. Please, check our Shipping page for more information: HERE
ARE TAXES AND DUTIES INCLUDED?
We do not cover local taxes and duties costs for orders outside of the EU. They are not included in the price shown on the website.
WHEN WILL I RECEIVE THE TRACKING INFORMATION?
You will receive tracking information once your order is dispatched. You can track your order on HTTP://TRACKING.HELIOTEMIL.COM
WHEN WILL MY ORDER BE DISPATCHED?
Orders are dispatched on the same or next business day Monday through Friday, excluding public holidays.
Whilst we make every effort to ship your order as quickly as outlined above, delays in shipping during peak trade times may occasionally occur. Peak trade times include special promotions, seasonal sales and holiday periods. If you have questions or concerns, you can contact our Customer Service team at email@example.com or on our LiveChat service.
RETURNS & EXCHANGES
HOW DO I REQUEST A RETURN OR AN EXCHANGE?
You can register a return or an exchange through our Return Center. Please, note that as soon as you make the request you must indicate the reason for the return/exchange. Once we accept it, you will receive another email with all the necessary information on how to proceed with your return.
WILL I BE REFUNDED DUTIES AND TAXES IF I RETURN MY ORDER?
When an item is returned, we do not refund the duties and taxes that were paid upon the arrival of the original order.
HOW MUCH DO RETURNS COST?
For customers within the EU: you may select a courier of your choice to ship your order back to us, so this can differ for each customer.
For customers outside the EU: you must purchase a €30 return label through our website, and then DHL will contact you to arrange a pick-up time.
WHAT DO I DO IF MY ITEM IS FAULTY?
We are sorry if you received a faulty product and we want to help you solve the problem as quickly as possible.
For products purchased from Heliot Emil authorised stockists, we invite you to contact the store where you purchased them.
For purchases made online, contact our Customer Service team at firstname.lastname@example.org or through our LiveChat service as soon as you discover the defect. Please provide as many details as possible in order for us to best assist you, such as: order number, name of the faulty item and of course some pictures.
A member of our Customer Service team will answer your request as soon as possible to help find the best solution.
IS IT POSSIBLE TO DELIVER A RETURN TO ONE OF YOUR PHYSICAL RETAILERS?
Items purchased on our online store cannot be returned to physical authorised retailers.
Visit our Return page for more information.
HOW MUCH TIME DOES IT TAKE TO RECEIVE A REFUND?
Depending on the shipping method you used, it may take up to 20 working days for your return to reach our studio. Upon receipt, we will proceed with the refund and you will be notified.
All refunds will automatically be issued on the payment method used to place the order. The amount will be available again in your account based on the processing time of your bank.
DO YOU HAVE A PHYSICAL STORE?
You can find HELIOT EMIL close to you HERE