FAQs

Yes, we ship worldwide. Please, check our Shipping page for more information.

For EU orders, taxes are calculated and applied at checkout. The rate displayed depends on your country of residence.

For orders outside the EU, prices are shown exclusive of import duties and taxes. These charges are collected by the carrier upon delivery and are the responsibility of the recipient.

You will receive tracking information once your order is dispatched. You can track your order on https://tracking.heliotemil.com/.

Orders are dispatched on the same or next business day Monday through Friday, excluding public holidays.

Whilst we make every effort to ship your order as quickly as outlined above, delays in shipping during peak trade times may occasionally occur. Peak trade times include special promotions, seasonal sales and holiday periods. If you have questions or concerns, you can contact our Customer Service team at customerservice@heliotemil.com or on our LiveChat service.

You can register a return or an exchange through our Return Center. Please, note that as soon as you make the request you must indicate the reason for the return/exchange. Once we accept it, you will receive another email with all the necessary information on how to proceed with your return.

When an item is returned, we do not refund the duties and taxes that were paid upon the arrival of the original order.

For customers within the EU: you may select a courier of your choice to ship your order back to us, so this can differ for each customer.

For customers outside the EU: you must purchase a €30 return label through our website, and then DHL will contact you to arrange a pick–up time.

We are sorry if you received a faulty product and we want to help you solve the problem as quickly as possible.

For products purchased from Heliot Emil authorised stockists, we invite you to contact the store where you purchased them.

For purchases made online, contact our Customer Service team at customerservice@heliotemil.com or through our LiveChat service as soon as you discover the defect. Please provide as many details as possible in order for us to best assist you, such as: order number, name of the faulty item and of course some pictures.

A member of our Customer Service team will answer your request as soon as possible to help find the best solution.

Items purchased on our online store cannot be returned to physical authorised retailers. Visit our Return page for more information.

Depending on the shipping method you used, it may take up to 20 working days for your return to reach our studio. Upon receipt, we will proceed with the refund and you will be notified.

All refunds will automatically be issued on the payment method used to place the order. The amount will be available again in your account based on the processing time of your bank.

You can find an HELIOT EMIL store close to you here.