Shipping Policy

SHIPPING INFORMATION

Thank you for shopping at HÉLA! We want to ensure that your new jewelry piece reaches you as quickly and safely as possible. Please read the following information carefully to learn more about our shipping processes, delivery times, and costs.

PROCESSING TIME

Because our products are often unique vintage pieces, we place the utmost importance on careful and secure packaging.

  • All orders are processed and shipped within 1 to 3 business days (Monday through Friday, excluding public holidays in Germany) after receiving your order confirmation.
  • If you place your order on a weekend or a public holiday, it will be processed on the next regular business day.
  • Once your order has been dispatched, you will receive a shipping confirmation via email. This contains a tracking number, allowing you to easily track the status of your delivery online at any time.

SHIPPING COSTS AND DELIVERY TIMES

We ship our packages securely and fully insured via our trusted logistics partners (e.g., DHL, UPS, or FedEx).

1. Shipping within Germany

Standard Shipping: Free Delivery Time: 2 to 4 business days after dispatch.

2. Shipping to the European Union (EU)

Standard Shipping EU: Free Delivery Time: 4 to 8 business days after dispatch.

3. International Shipping (outside the EU)

International Standard Shipping: 19.90 € Delivery Time: 7 to 15 business days after dispatch, depending on the destination country and local customs processing.

(Please note: The stated delivery times are estimates provided by the shipping carriers and may vary due to weather conditions, customs processing, or other unforeseen circumstances.)

TRACKING AND INSURANCE

Because our jewelry consists of highly valuable pieces, all of our shipments, without exception, are tracked and insured up to the full value of their contents. This ensures that your package is protected until it is safely in your hands. You will receive your tracking number via email as soon as the package is handed over to the courier.

CUSTOMS, TAXES, AND IMPORT DUTIES

For orders delivered to countries outside the European Union (EU), import duties, taxes (including local VAT), and customs processing fees may apply once the package reaches the destination country. HÉLA is not responsible for these additional charges. As the importer, the buyer is legally responsible for all applicable import duties, taxes, and fees. If you have any questions about potential customs fees, please contact your local customs office before placing an order.

UNDELIVERABLE OR REJECTED PACKAGES

Please ensure that your shipping address is entered correctly and completely at checkout. HÉLA assumes no responsibility for packages that are lost or returned to us due to an incorrect, incomplete, or outdated address. If a package is returned to us because it could not be delivered or because the recipient refused delivery (e.g., due to unpaid customs fees), we reserve the right to deduct the return shipping costs incurred by us from your refund.

TRANSIT DAMAGES OR LOST PACKAGES

Despite our utmost care, something can happen during transit in extremely rare cases.

  • Damaged Package: If your package is visibly damaged upon delivery, please report this immediately to the courier and document the damage in detail with photos before opening the package. Contact us right away so we can investigate the claim.
  • Lost Shipment: If the tracking shows that your delivery status is "delivered," but you have not received the package, please first check with your neighbors or any secure drop-off locations. If it remains untraceable, you must contact us within 7 days of the alleged delivery date so that we can initiate an official investigation with the shipping carrier in time.

CONTACT

If you have any questions about your delivery, shipping conditions, or your order, our team is always here for you:

HÉLA
Karl-Liebknecht-Straße 7, Berlin, 10178, Germany
Email: contact@hela.luxe

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