Frequently Asked Questions
*Frequently asked questions:
Note on preservation and polishing: For s925 silver products, the surface layer will often be oxidized depending on the body. Customers can use the silver cleaning cloth provided by Helios or buy it at the store to clean after a period of use.
1. Does Helios offer free shipping?
Helios offers free shipping on all orders over 245,000 VND
2. Does Helios have a return policy?
Defective products due to manufacturer:
Support 1 for 1 exchange when detecting manufacturer's defect within 3 days (from the time of receipt)
- Product exchange:
Products can be exchanged for equal or higher value within 7 days from the date of receipt. Exchanges are only applicable to intact products (no distortions/dents/scratches...physical defects).
Products can only be exchanged once, from the time of first purchase.
The value of the exchanged product is calculated based on the current selling price.
- Return costs:
Exchange of defective products due to manufacturing: Helios/Helisilver will bear all costs.
Online exchange: The customer will have to pay the shipping cost for exchange (2 ways).
Helios does not apply to the following cases:
- Customers who purchased directly at the store (please check the product carefully before leaving)
- Customers who bought discounted products during Helios' sale off
Online returns: (only applicable to products with manufacturing defects) all shipping costs are covered by Helios/HeliSilver.
* Return policy may change according to Helios policy at any time.
3. When will I receive the product?
Helios always aims to provide the best shipping service with competitive fees for all orders you place with us. We support nationwide delivery with the following specific delivery policy:
- Shipping fee
30k for customers in the North and Ho Chi Minh City, Da Nang City.
35k for central and southern provinces.
- Delivery time
Hanoi inner city area: Delivery within 1 day.
Areas outside Hanoi: Delivery within 2-4 working days.
Helios will notify delivery time in advance to customers in other provinces and cities.
- Delivery area
Helios delivers and accepts payment upon receipt nationwide.
- Delivery service
Helios uses professional delivery services to deliver to customers quickly and best such as: Economy Delivery or Best Express
4. Does Helios have a warranty for discolored products?
Silver products will be warranted for the first 3 months for technical and plating issues such as: Polishing, stone setting, and product cleaning.
Adjustment, up and down size will be charged according to Helios price list.
From April to the end of the 12th month, the product will be under warranty for a fee.
Helios does not accept warranty after 12 months.
For oxidized and discolored products, they will be ultrasonically cleaned with a specialized machine (ultrasonic, no plating) for free for life.
Free replacement of CZ and synthetic stones during the product warranty period.
5. How can I take care of my jewelry after purchase?
You need
- Remove when necessary
When doing housework, playing sports or doing strenuous activities, you should remove your jewelry to avoid impact causing scratches, dents or deformation.
Avoid contact with sea water, swimming pool water, and users with salty sweat because it easily oxidizes metals. When spraying perfume, remove all jewelry and put it back on after use.
You should remove them and put them in a safe and memorable place.
- Limit exposure to chemicals
Not only with 925 silver, other types of jewelry should not come into contact with any chemicals because it will damage the jewelry. For example, it can corrode and tarnish the jewelry.
- Store in a dry place
When exposed to air and dust for a long time, silver can tarnish. Therefore, you should buy a separate box and store your jewelry in a dry place. A moisture-proof bag is also a good idea, you can use this type of bag to limit your jewelry's exposure to air.
- Quick shine with silver cloth.
When purchasing Helios' s925 silver products, customers will receive a small silver cleaning cloth, used to wipe the product when it shows signs of oxidation.
- Clean with silver cleaning solution
Every month, you should clean your jewelry to remove dirt and plaque, and polish it to maintain its aesthetics.
Polish your silver jewelry regularly to ensure its sparkle. You can also clean your jewelry at home using common methods such as toothpaste, soaking in beer or using silver cleaning solution (available at Helios).
If you are still not satisfied with the shine of your jewelry, you can contact Helios directly to receive the most suitable warranty policy.
Hotline: 096 430 28 99
How much does it cost to repair a Helios product? - no documentation available
How do I buy something?
You can contact our social media channels, such as Facebook and Instagram, for customer service staff to advise and support.
Or you can go directly to Helios website heliosjewels.vn to order directly.
