Made-to-order production

Most HELIOR jewellery is made after you place an order. The product page states the estimated dispatch window, normally between 2 and 6 weeks. The window shown on the product page or order confirmation takes priority. Complex bespoke work may take longer and will have a separate written estimate.

The dispatch window is separate from delivery time. Delivery time begins after the order is dispatched. If we cannot dispatch within the stated window, we will contact you with a revised estimate and the choices available under applicable law, including cancellation and a refund where required.

Delivery service and insurance

Every HELIOR fine-jewellery order is sent using tracked delivery and secure protective packaging. Platinum and 18K gold orders are dispatched using an insured service intended to cover the order value in transit, subject to the carrier and insurer’s applicable terms.

Signature, identity or collection requirements may apply. Please do not request unattended delivery or authorise a carrier to leave a high-value parcel in an unsecured location, as this may affect available protection.

Delivery estimates

Delivery estimates shown at checkout or in the dispatch email are estimates rather than guaranteed dates unless expressly stated. Customs checks, severe weather, carrier disruption and remote-area delivery may cause delay. Multi-item orders may be dispatched together or separately; tracking will be provided for each shipment.

Delivery address

You are responsible for providing a complete and accurate delivery address. Contact us immediately if an address is incorrect. We cannot guarantee a change after dispatch. Additional costs caused by an incorrect address or repeated failed delivery may be charged where lawful and reasonable.

International orders, duties and taxes

We ship to destinations made available at checkout. The checkout will show duties or taxes that we collect. If the checkout does not state that import duties, taxes or brokerage charges are included, the recipient may be responsible for those charges. Customs authorities may require identification or additional information before releasing a shipment.

Dispatch origin

Orders may be dispatched from different locations depending on the product, final inspection and service requirements. The commercial shipping documentation will identify the actual dispatch origin.

Tracking and delivery

We will send tracking information when an order is dispatched. A parcel may be held at a secure collection point if no authorised recipient is available. Please monitor tracking and collect the parcel within the carrier’s stated period.

Lost, delayed or damaged parcels

If tracking shows an unusual delay or a parcel appears lost, contact us promptly so that we can open a carrier investigation. Carrier investigations and insurance claims can take time, but we will keep you informed.

If a parcel arrives damaged, photograph the outer packaging, shipping label, internal packaging and item before discarding anything. We ask you to notify us within 48 hours so that evidence can be preserved. This request does not limit statutory rights.