1. About these terms

These Terms of Service govern your use of the HELIOR website and any order placed through it. By accessing the site or placing an order, you agree to these terms, our Privacy Policy, Shipping Policy and Return and Refund Policy. Mandatory consumer rights are not excluded or restricted.

The store is operated by HELIOR,

2. Eligibility and account information

You must have legal capacity to enter into a contract in your jurisdiction. You are responsible for providing current, complete and accurate billing, delivery and contact information and for keeping any account credentials secure.

3. Product information and images

We take reasonable care to describe products, materials, gemstones, measurements and colours accurately. Screens, lighting, natural gemstone variation, hand finishing and permitted manufacturing tolerances may result in reasonable differences. Product images may be enlarged to show detail and should be read together with the stated dimensions and specifications.

The metal, gemstone origin, treatment, natural or laboratory-grown status, carat information and certification included with an order are only those expressly stated on the relevant product page or order confirmation.

4. Made-to-order and bespoke products

Many HELIOR pieces are produced after an order is placed. Standard made-to-order pieces use options displayed on the product page. Bespoke pieces involve specifications outside those standard options or clear personalisation requested by the customer.

Before ordering, please review the selected metal, gemstone, dimensions, ring size, length and engraving carefully. If you are unsure about sizing or specifications, contact us before placing the order.

The product page states the estimated dispatch window, normally either 2–4 weeks or 4–6 weeks. Delivery time begins after dispatch. Complex bespoke work may take longer and will have a separate written estimate.

5. Prices, taxes and duties

Prices and currencies are displayed at checkout and may change before an order is accepted. The checkout will show taxes, duties or delivery charges that we collect. Where import duties, taxes or brokerage charges are not collected at checkout, the recipient may be responsible for them. We are not responsible for charges imposed by a destination authority unless the checkout expressly states that they are included.

6. Orders and acceptance

Submitting an order is an offer to purchase. An automated acknowledgement confirms receipt but does not necessarily constitute acceptance. A contract is formed when we send an order acceptance or begin production, whichever occurs first. We may refuse or cancel an order for legitimate reasons, including suspected fraud, pricing error, unavailable materials, production limitations or legal restrictions. If we cancel after payment, we will refund the amount paid.

7. Payment

Payment is processed by Shopify and available payment providers. You confirm that you are authorised to use the selected payment method. We may conduct fraud, identity and address checks and may delay acceptance while reasonable checks are completed.

8. Changes and cancellations

Contact us immediately if you wish to change or cancel an order. Changes may affect price and production time and are not guaranteed after production starts. Cancellation rights depend on the product and applicable law. Genuinely bespoke or clearly personalised goods may be excluded from change-of-mind cancellation rights; standard catalogue goods are governed by our Return and Refund Policy and applicable mandatory law.

9. Delivery

Delivery estimates begin after production is complete unless stated otherwise. You must provide a complete, secure delivery address and cooperate with identity, customs and signature requirements. Our Shipping Policy forms part of these terms.

10. Title and transit risk

Where consumer law requires, responsibility for loss or damage remains with us until the order is delivered to you or a person you nominate, other than a carrier independently arranged by you. Ownership transfers when payment is received in full and delivery has occurred, subject to applicable law.

11. Returns and faulty goods

Returns, refunds, exchanges, damage claims and faulty goods are handled under our Return and Refund Policy. Nothing in these terms removes mandatory legal remedies.

12. Lifetime authenticity guarantee

HELIOR guarantees that the precious-metal and gemstone descriptions expressly stated in the original product page and order confirmation are materially authentic and accurate. The guarantee follows the piece when accompanied by the original HELIOR order record or authenticity documentation.

The guarantee concerns authenticity and description; it is not a guarantee against normal wear, accidental damage, loss, theft, misuse, unauthorised alteration or changes caused by third-party repair. If you believe an item is not authentic or not as described, contact us before arranging testing or repair. We may require inspection by HELIOR or a mutually acceptable independent specialist. This guarantee is additional to statutory rights.

13. Care, ring sizing and third-party work

Fine jewellery requires appropriate care. Wear, patina, scratches and maintenance needs are not necessarily defects. Each HELIOR ring is made to the size confirmed in the order. If you are unsure, contact us for sizing guidance before purchasing.

Resizing availability and cost depend on the design. Eternity, stone-set, engraved and highly textured rings may not be suitable for resizing. A sizing or care provision does not affect your rights if the ring supplied differs from the size ordered or is faulty.

Work performed by an unauthorised third party may affect our ability to assess a claim but does not remove rights that cannot lawfully be excluded.

14. Intellectual property

The website, HELIOR name, logos, product names, designs, photographs, graphics, videos, text and other content are owned by or licensed to HELIOR and protected by applicable intellectual-property laws. You may use the site for personal shopping and information only. Commercial copying, scraping, reproduction, modification or distribution requires prior written permission.

15. Reviews and submitted content

If you submit a review, photograph or other content, you confirm that you have the right to do so and that it is accurate, lawful and does not infringe another person’s rights. You grant HELIOR a non-exclusive, worldwide, royalty-free licence to use and display that content for operating and promoting the business, unless otherwise agreed. We may moderate unlawful, misleading or abusive content.

16. Prohibited use

You must not misuse the site, attempt unauthorised access, introduce malicious code, interfere with security, conduct fraudulent transactions, infringe intellectual-property rights, scrape content commercially, or use the site in violation of law.

17. Third-party services and links

The site may use or link to third-party services, including Shopify, payment providers, delivery services and social platforms. Their services may be governed by separate terms and privacy notices. We are not responsible for third-party sites that we do not control, except where the law provides otherwise.

18. Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or mandatory consumer rights. Subject to that, we are not responsible for losses that were not reasonably foreseeable when the contract was formed, losses caused by information you supplied incorrectly, or business losses arising from a consumer purchase.

19. Events outside reasonable control

We are not responsible for delay or failure caused by events outside our reasonable control, including carrier disruption, customs delay, material shortages, natural events, industrial action, government action or communications failure. We will take reasonable steps to reduce disruption and will tell you if a material delay affects your order.

20. Governing law and disputes

These terms are governed by the law applicable to the HELIOR entity identified above, subject to any mandatory consumer protections and jurisdiction rights available where you live. Please contact us first so that we can try to resolve a complaint promptly. Nothing in this clause prevents a consumer from using a court or remedy that mandatory law makes available.

21. Changes and contact

We may update these terms prospectively. The version applying to an order is the version in force when the order was placed, unless a legal change requires otherwise.

Questions about these terms: support@heliorstudio.com.