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Frequently Asked Questions

We're here to help! If your question isn't answered here please contact us.

When can I expect to receive my order?

We dispatch the majority of orders within 5-7 working days, however please allow as follows for delivery before chasing orders:

Inland UK: 10-15 days

Overseas: 18-23 days

 

Does this site have a secure server for credit card transactions?

Our website uses a payment gateway operated by SagePay. Taking advantage of the highest online standards of security and encryption, you can be sure that we take your online safety and privacy seriously. We also accept payment by PayPal as part of our checkout process! 

What is your company's returns policy?

All customers purchasing from Helion have a 14 day 'cooling-off' period in which you can change your mind (for any reason), cancel your order and then have a further 14 days to return the goods to us. The 'cooling-off' period starts the day after you receive the goods from us. Notification that you wish to cancel and return goods to us must be received via email, letter or fax; a phone call is not sufficient. When returning goods to us please obtain proof of posting or send via an insured method of shipping. We will issue a refund within 30 days of receiving your cancellation notice. We will not refund the cost of originally posting the item to you, nor that incurred by you in returning the item to us. We request that every care is taken in packaging the goods as well as possible so that they reach us in best condition.

Returning damaged items

Should you receive items from Helion which reach you in a damaged condition, you are entitled to return them for a full refund, or a like-for-like replacement. When returning goods to us please obtain proof of posting or send via an insured method of shipping. We request that every care is taken in packaging the goods as well as possible so that they reach us in best condition. If requesting a refund, you will be refunded in full for the cost of the item, and all reasonable associated postage costs. However, please contact us before returning damaged items to us so we can advise a suitable method of delivery. If requesting a like-for-like replacement, we will despatch on receipt of the damaged item(s).

What is a wish list?

The wish list facility allows you to add items to your basket but buy them at a later date. Alternatively, you can use it is a notepad to retain items you may want to refer to, but not buy.