Mini Cart

FAQ

Order related questions

Do I have to have an account to make a purchase?

No, you can buy our products online even without registering. However, creating an account will make it easier for you to make subsequent purchases as you will not have to re-enter all the data for shipping. Plus, you’ll always have a summary of your previous purchases at your fingertips.

How can I create an account on this site?

On the checkout page, before entering the data, you will find the link for accessing or creating an account.

How can I place an order?

You can order the products you want by clicking on the “Add to Cart” button on the preview photos, in the “Quick Shop” and in the Product Sheet. At that point you can continue shopping or view the cart and continue with the payment.

Check the correctness of all the information entered before concluding the purchase.

I can't add a product to the cart

Products marked as “out of stock” cannot be added to the cart: you can return to the site after a few days to check if they have been restocked or you can contact us for more information.

I have a discount code: how can I use it?

The discount code can be entered on the summary page of the cart, in the “Coupon” field, or on the checkout page, by clicking on the text “Click here to enter your promotional code”.

Remember that some discount codes are linked to a specific email address: in this case you will have to complete the order with that email in order to use the coupon.

Furthermore, some discount codes may have a limit of times of use or a time limit, beyond which they will no longer be valid.

How do I know if an order has been successful?

At the end of the purchase procedure you will see a confirmation message on the page and then you will receive a confirmation email with a summary of the products purchased, the price, the chosen payment method and the shipping data.

In case you do not receive this email in a short time, check your spam folder and, if it has not arrived, do not hesitate to contact us for more information.

Can I return an order if I change my mind?

The right of withdrawal is exercised by sending – within 14 working days from the date of receipt of the Products – a communication by registered letter with return receipt and by email as indicated on the sales conditions page.

The Customer must send, at their own expense and with a courier of their choice, the product that they intend to return, to the address of the Boutique, within 14 days from the date on which the same has communicated that they wish to exercise the right of withdrawal. HELMÌ SAS will only accept returns of goods packed in cellophane and returned inside the original packaging perfectly intact in all its parts.

HELMÌ SAS, having verified that the returned goods are intact and in a normal state of conservation, inserted in the original packaging, complete in all its parts (including packaging and ancillary documentation), will reimburse the price and the relative shipping costs invoiced, within a maximum 14 days from receipt of the returned products. The re-credit will be made in the same way in which the Customer supported their purchase, with the exception of cash on delivery: in this case HELMÌ SAS will reimburse by bank transfer.

Payment related questions

Do you accept credit card or PayPal payments?

Of course, you can pay with your credit or debit card through the PayPal site, with or without a PayPal account. The accepted credit cards are those indicated on the PayPal Site.

Can I pay by bank transfer?

Yes, you can pay for your order by bank transfer. In this case, you will receive the details for making the payment in the order summary email (also available on the Terms of Sale page). In this case, the shipment will start as soon as the amount is credited to our current account; at that moment you will be informed of the credit via an email on which the change in the status of the order will be notified, which will pass to the Order being processed.

Can I pay cash on delivery?

The order can be paid cash on delivery to the courier upon delivery, with a surcharge of 4 euros. Payment to the courier can only be made in cash (without change).

Questions related to shipping and deliveries

How do you make shipments?

Shipments are made by GLS courier which delivers on working days (Monday to Friday from 9.00 to 18.00) and requires the presence of a person to receive the package and sign the delivery receipt. In case of absence, a new attempt will be made the following day (if working day). In the event of another absence, the package will be kept in storage at the GLS headquarters. It is not possible to agree on specific delivery times.

What are the delivery times?

The shipping times of products in Italy are between 2 and 3 working days considered in reference to the Italian calendar.

For shipments to the islands of Sicily and Sardinia, these times may be extended by 1-2 working days considered in reference to the Italian calendar.

Delivery times run from the time the e-mail confirming the shipment of the products to the Buyer is sent.

How much is shipping?

Shipping costs are calculated based on the weight and destination of the package.

For packages up to 3 kg: euros 7 throughout the Italian territory; euros 17 on the European territory.

For packages from 3 to 5 kg: euros 8.50 throughout the Italian territory; euros 20 on the European

territory.

For packages from 5 to 10 kg: euros 11.50 throughout the Italian territory; euros 25 on the European territory.

For the cash on delivery there is a supplement of euros 4.

Shipping costs, on Italian territory only, will be free with a minimum purchase of 90 euros

What do I do if the package arrives damaged?

The Customer, or the recipient of the Order, is invited to check the status of the package and products at the time of delivery.

In case of anomalies of the package (damaged or open package, trace of liquid, etc.) and / or of the ordered products (missing, defective or damaged products), the Customer or the recipient of the Order must return the products to HELMÌ SAS following the procedures described on the Terms of sale page or by contacting us for more information.

What do I do if a product is missing from the package or there is a different product than the one ordered?

Contact us immediately to inform us of the anomaly and we will send the missing or correct product as soon as possible at our expense.

In the second case, we will also collect the incorrect product at our expense and refund it if it is still intact and unopened.