Before reaching out to us directly, you may find an answer to your question below.
Delivery
How long does it take for my order to arrive?
You can find the estimated delivery times here: Shipping and payments. You always find the estimated delivery timeframe for your order during checkout.
Can I choose express delivery?
Yes, express delivery is available for most orders.
My order has not arrived?
When your order ships, you'll receive an email with a tracking link to follow its journey. If you’re unable to track your package or encounter any issues, please reach out to our customer service at hello@helmia.world—we’re happy to assist you.
Can I track my package?
Yes, a tracking link will be provided upon the delivery confirmation. The confirmation is sent to your provided email address.
How do I know when my package has been shipped?
You will receive a confirmation email with tracking information.
What delivery options are available?
We offer Matkahuolto (Finland), UPS Standard (Worldwide), and for Express shipping DHL Express (Worldwide).
What happens if I don’t pick up my package?
If you do not collect your package from your collection point, it will automatically be sent back to us, usually after 7 days. We charge a fee of EUR 25 for unclaimed packages.
Do I have to pay customs duties to receive my package?
Import duties and taxes may apply upon delivery and must be paid by the customer.
I received my order, but a product is missing.
Please contact our customer service hello@helmia.world and we will help you.
Does my order include a delivery fee?
We offer free standard shipping worldwide. If you would like to choose express shipping option, the additional fees will be applied. Please find the calculated shipping fee via checkout.
Tracking says my order has been delivered, but I haven’t received it.
Sometimes the tracking link is updated in advance. Please wait for a few days. If you still have not received the package after waiting, please contact us and we will help you.
My Order
When will my order be shipped?
All our jewelry is made-to-order. It usually takes us 2-3 days to prepare your order. We aim to ship your order within 3 days.
I have not received an order confirmation.
Please check your spam or junk folder. If you still can’t find it, kindly contact our customer service team for assistance.
I want to add a product to my order, how do I do so?
Unfortunately, we cannot modify existing orders, but we’d be happy to help you place a new one. When you have placed the new order on our website within 3 days, we usually can ship the orders within the package. In this case, please contact us hello@helmia.world to request the shipping in the same package and we will do our best to help you.
Can I cancel my order?
If your order hasn’t been shipped yet, cancellation can be possible. Please contact our customer support team as soon as possible to process the cancellation.
Can I change the address or other information on my order?
We’ll do our best to assist you. Please contact our customer service immediately to request any changes in your order information. If your order has already been shipped, we can't make any changes to the shipping information.
I have not received my order.
Kindly check your tracking details from your shipping confirmation sent by email. If you see your shipping tracking number, you can contact the delivery company directly to ask for further details.
I would like to change the method of payment.
We regret that payment methods cannot be changed after the order is placed.
My order has not yet been delivered, what should I do with the invoice?
Please keep the invoice until your order arrives, as it serves as proof of purchase.
Returns
I want to return an item, how do I do so?
Please visit our returns page for detailed instructions here.
I want to exchange an item, how can I do it?
We recommend returning the item for a refund and placing a new order for the desired product.
I have received a wrong product or a defective product, what should I do?
We sincerely apologize for the inconvenience. Please contact our customer service team hello@helmia.world with details and photos of the issue so we can resolve it promptly.
My package was damaged in transit, what should I do?
We’re sorry to hear this. Kindly document the damage with photos and contact us immediately so we can assist with a replacement or refund.
I have sent a return, when will I be refunded?
Refunds are usually processed within 7–14 business days after we receive your return. Thank you for your patience.
How do I submit a claim?
Please reach out to our customer service team with all relevant details and any supporting documentation and photos to initiate your claim.
Payments & Refunds
How do I see which payment method I've chosen?
You can find the payment method listed in your order confirmation email or by checking your order details in your account.
I have chosen the wrong payment method, can I change this?
Unfortunately, it’s not possible to change the payment method after placing the order.
No money has been withdrawn from my account yet, has my order been processed?
If money has not been reserved or drawn from your account, it may be that your order has not been processed or that you have chosen to pay by invoice or partial payment. Kindly double check your payment method from your order confirmation or get in touch with our customer service and we will help you.
What payment methods are accepted?
We offer various payment options, including Visa, Mastercard, American Express, PayPal, Google Pay, Apple Pay, and Union Pay. You can find the complete lift of available payment options upon checkout.
How long will it take for me to receive my refund?
Refunds are usually processed within 7–14 business days.
I have not received my refund, what should I do?
We apologize for the delay. Please note, that it can take up to 14 business days to process your refund after receiving the return. If you still haven’t received your refund, please contact our customer service for further assistance.
My payment was successful but I did not receive an order confirmation, what should I do?
Please check your spam or junk email folder. If you still don’t see the confirmation in 24 hours, kindly contact our support team, and we’ll assist you.
Products
How should I take care of my jewelry?
Since natural pearl is a sensitive material, our jewelry needs some special attention and care to stay beautiful for years to come. We recommend avoiding getting the jewelry wet and storing them separately in a soft pouch or jewelry box. Always wear your jewelry after putting on makeup or perfume. After wearing your jewelry, we recommend wiping it with a soft cloth.
Avoid dropping the jewelry on hard surfaces.
How should I store my jewelry?
The best way to store your pearl jewelry is keeping them in a separate soft pouch or jewelry box. Pearl is a sensitive, natural material which can be scratched easily, so we recommend to avoid storing them in the same box with other jewelry.
Does your jewelry have a guarantee?
At Helmia you have a 1-years guarantee on your jewelry. The guarantee covers manufacturing faults. The guarantee does not cover damage or wear caused by the customer. Please save your order receipt/invoice as it serves as proof of guarantee.
What is gold-plated jewelry?
Gold-plated jewelry is covered with a layer of gold. All our 18-karat gold plated jewelry has a thick layer of gold and the core is made of 925 silver.
Does your jewelry cause allergies?
The materials that we use - white gold-plated sterling silver or 18k gold-plated 925 silver is generally less likely to cause allergies. If you have a known sensitivity, it’s always good to test new jewelry or consult with a dermatologist or doctor for personalized advice.
Which materials do you use in your jewelry?
We use natural freshwater pearls and precious metals. Please learn more about our materials here.
