FAQ
Delivery
How long will it take for my order to be delivered?
The shipping time for our packages are approx. 1-3 business days in Finland and approx. 2-8 business days in the EU. Our order processing time is 1-2 days before the delivery. You will find country specific shipping times from Delivery & Shipping here.
Can I choose express delivery?
We don’t currently offer express delivery service.
My order has not arrived
When your package leaves our warehouse, you receive an email confirmation. If you haven’t received your order in a few days after the expected delivery time, please get in touch with our customer service.
Can I track my package?
In Finland, deliveries by Matkahuolto do not have tracking option. In Finland delivered by Postnord, tracking is available. Within EU and UK, tracking is available. You will receive a tracking number in an email after we have shipped your order.
How will I know when my package has left the warehouse?
When your package leaves the warehouse, you will receive an email informing you that your package is on its way.
What happens if I don't collect my package?
If you do not collect your package from your collection point, it will automatically be sent back to us after 7 days. We charge a returning fee for unclaimed packages. See our purchase terms and conditions here.
I have received my order but a product is missing
Get in touch with our customer service here and we will gladly help you.
Is there a shipping fee for my order?
We offer free shipping over the €50 orders in Finland, and in other European countries depending on the order value.
It says my order has been delivered, but I have not received it
Try updating the delivery link again. Sometimes the link is updated a few days before the package arrives. You can also get in touch with the delivery company for more information. If you have not received the package after a few days, kindly contact us here and we will help you.
Do I have to pay import duties and taxes?
Import duties and taxes may apply upon delivery outside the EU and will be paid by the customer.
FAQ
Order
When will my order be shipped?
Orders placed on weekdays before 12AM are shipped the same day. Others are sent the next weekday.
I have not received an order confirmation
Check if it has ended up in your junk folder. During product launches and busy periods on the website, order confirmation emails may take some time to arrive. If you have not received your order confirmation the day after a purchase, kindly get in touch with us here and we will send it to you.
I want to add a product to my order, how do I do so?
We are unable to add a product to a confirmed order. The best thing to do is to place a new order for the items you wish to add.
Can I cancel my order?
You can cancel your order before it has been processed by contacting our customer service. If your order has already been processed or delivered, cancelling is no longer possible. You can always return your order, in this case please read our returning instructions here.
Can I change the address or other information on my order?
You can always email us here and we will gladly help you if possible. Unfortunately, if the order has already been processed, it will not be possible.
I have not received my order
The delivery time is 2-7 business days. If you have not received your order after this time period, kindly get in touch with us here and we will help you with your order.
I would like to change the method of payment
Unfortunately, it is not possible to change the payment method once you have placed an order. If you have any questions regarding your payment, you are always welcome to contact our payment provider Klarna.
My order has not yet been delivered, what should I do with the invoice?
You can always postpone payment or get in touch with us and we will help you.
FAQ
Product
How should I take care of my jewelry?
To care for your Helmia pieces, avoid contact with chemicals like perfumes, hairsprays, and cosmetics, and always put them on last after applying such products. Store them separately in a Helmia box or soft pouch to prevent scratches, and keep them dry, avoiding water and humidity. Gently wipe them with a soft cloth after each wear to remove oils or dirt, and wear them often, as pearls benefit from skin moisture. Protect them from extreme temperatures to prevent cracking or discoloration.
How should I store my jewelry?
Store them separately in a Helmia box or soft pouch to prevent scratches, and keep them dry, avoiding water and humidity.
Does your jewelry have a guarantee?
At Helmia, you always have a 1 year guarantee on your jewelry. The guarantee covers manufacturing and material faults. The guarantee does not cover damage or wear caused by the customer. Save your order confirmation/invoice as it serves as proof of guarantee.
What is gold-plated jewelry?
Gold-plated jewelry is covered in a layer of gold. All our 22/18/14 carat gold plated jewelry has a thick layer of gold and the core of the design is made of various metals such as sterling silver or copper. Take good care of your jewelry and protect the gold-plating.
Does your jewelry contain nickel?
All of our jewelry is nickel-free and allergy friendly.
Is there lead in your jewelry?
All of our jewelry is lead-free.
Does your jewelry contain cadmium?
All of our jewelry is cadmium-free.
FAQ
Return
I want to return an item, how do I do so?
All information on how to make a return can be found here
I have received the wrong product or a product is missing from my order, what should I do?
We regret that you have received the wrong product or that a product is missing. Email our customer service here and we will help you.
I have received a defective product, what should I do?
We sincerely apologise for this. Email our customer service here and describe what is wrong with the product together with a photo or video showing the product’s defect and we will help you.
My package was damaged in transit, what should I do?
Kindly contact our customer service department here and provide a photo showing the damage to the package and we will gladly help you.
I have sent a return, when will I be refunded?
Within 30 days of us receiving your return. The refund will be paid into your account or you will be issued a credit note.
How do I submit a claim?
If you feel that you have received a defective product, you are welcome to contact our customer service here and we will gladly help you.
Do I need to return a damaged item?
If you have received a damaged or defective item, you need to contact us here, preferably with a photo of the product, so that we can help you further.
FAQ
Payment & Refund
I have chosen the wrong payment method, can I change this?
Unfortunately, we are unable to update the payment method for confirmed orders. If you have any questions regarding your payment, you are always welcome to contact our payment provider Klarna.
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 get in touch with our customer service department here and we will help you.
How long will it take for me to receive my refund?
We strive to issue refunds as promptly as possible, but within a maximum of 30 days. After we have processed the refund, the amount will be paid to your card within 2-5 business days. For Trustly, the amount will be refunded by the next day. For invoice payment, the amount will be amended immediately, and for partial payments, the amount will be updated when you receive your invoice.
I have not received my refund, what should I do?
It can take up to 30 days for us to process a refund. Kindly contact our customer service department here if that time period has passed and we will investigate your case.
How do I receive my invoice?
You will receive the invoice by email when your package leaves our warehouse. If you have not received the invoice, you can sign in to your Klarna account or contact our customer service department here.
My payment was successful but I did not receive an order confirmation, what should I do?
Check if it has ended up in your junk folder. If it’s not there, kindly get in touch with us here and we will help you.
FAQ
Account & Login
I want to delete my account, how do I do so?
Email our customer service department here and we will delete your profile.
FAQ
PR & Collaboration
I have a collaboration proposal, whom should I contact?
You are welcome to email our customer service at hello@helmiajewelry.com.
Can I become a retailer of your products?
Please contact us at hello@helmiajewelry.com to discuss more!
What channels is Helmia on?
Our channels: Instagram, TikTok, Facebook, and Pinterest. You can find us @helmiajewelry.