SHIPPING POLICIES, EXCHANGES, RETURNS, WEB WARRANTIES
SHIPPING POLICY
HELENICA makes deliveries to all municipalities in Colombia through SERVIENTREGA, COORDINADORA or DEPRISA, which guarantees security and coverage, so that your purchase arrives at the address you indicate.
The delivery time of the products is approximately 3 to 5 business days for all cities*.
Delivery times
Delivery times start counting from the confirmation of the purchase, for payments with credit and debit cards/PSE, the payment platform, PAY-U must approve the transaction according to the analysis of the data, which can take up to one business day. To check the status of your purchase you can write to gerencia@helenica.co
Deliveries cannot be made at a specific time. If you have any concerns regarding the delivery of the product, please write to gerencia@helenica.co (Monday to Friday from 8am to 7pm).
The product may be received and inspected by any person of legal age who lives or is present at the place of delivery, for which the signature of the carrier's guide will be sufficient.
If the product shows signs of damage or breakage in its packaging at the time of delivery, you must record it in the carrier's guide as an observation and contact the Service line at 3016809646 (Monday to Friday from 10am-7pm) or through our email gerencia@helenica.co. It is important that if you notice any anomaly, you take a photographic record immediately and notify us, in the same way the carrier's guide can specify that there are problems with the delivery.
To resolve concerns, do not hesitate to contact us on the WhatsApp that you find on the page
Shipping cost
The shipping cost is determined in each particular case depending on the destination, weight and volume of the package. This value will be calculated during the purchase process and will be informed to you at the time of settlement of the order, before you make the payment.
EXCHANGE POLICIES
Changes or returns
If you wish to exchange any of our products, you can do so in two ways: in our store located in Popayán, presenting your purchase invoice, within a maximum period of (30) thirty days after the date on which the purchase was made, the date on which the invoice was issued.
You must take into account that:
- Items on sale or at a discount cannot be exchanged. Exchanges are only made for manufacturing defects, which must be clear and demonstrable.
- Exchanges of garments will always be made for the value paid at the time of purchase.
- The garment must not have been worn, washed or damaged. It must retain the original labels and must be returned in the original packaging.
- The request to exchange the item for a voucher for purchases made on the website will only apply through this means.
Changes through www.helenica.co
If you wish to make the change through www.helenica.co., within (30) thirty days after receiving the product, you must contact the marketing area at WhatsApp 3016809646 (Monday to Friday from 10am-7pm), or through our email gerencia@helenica.co.
Once you have requested the return of your product, you can choose between the following options:
- Product exchange for size or color: exchanges may only be made for products with equal or greater value than the original and the exchange will be subject to availability in the inventory.
- Purchase voucher to be able to make a new purchase through www.helenica.co or in our stores for a value equal to the purchase (this voucher is activated once the garments are received and are in perfect condition)
- Once the change request has been submitted with the necessary data, a date is scheduled for collection by the Carrier according to the day on which you can deliver the product to the carrier.
- The cost of shipping the exchange if it is for warranty will be assumed by HELENICA, if the exchange is for size or color or taste, the cost of the first exchange of the product will be assumed by HELENICA, if there were to be a dissatisfaction with the same product, the additional transportation costs will be assumed by the customer.
- When you deliver the product to the carrier, it must already be properly packaged. You can use the same packaging in which you received the order or you can use one of your preference, however it is important that the packaging is appropriate for the nature of the product so that it cannot be affected during the transport process.
- It is important to note that the product must not be modified or altered from its original state and the garment must be in good condition, clean and with the original labels.
The times for change, broken down for each modality, are:
Product exchange for size or color: It will be shipped five business days after receiving the product in our warehouse and from this moment the same times apply as for a normal delivery.
Once the product's condition has been verified, HELENICA will have five business days to inform you if your product meets the criteria established here to exchange it for size.
In case your product does not meet the criteria of our exchange and warranty policy:
The product must not be modified or altered from its original state.
The item is not in good condition and/or clean or shows that it has been used.
That it is a discounted item and no factory guarantees apply or the absence of a guarantee is specified in the purchase, since normally discounted items cannot be exchanged.
If the product DOES NOT COMPLY, then we will inform you by email of the reason why the exchange or warranty does not apply and the product will be returned to the initial shipping address.
Changes in Stores
Come to our store located at Carrera 1 Oeste # 1B - 60 in the Casa del Rio Oeste Shopping Center, Local 8, in the city of Cali, within thirty days of purchasing the product (invoice issue date) and meeting the requirements corresponding to our exchange policies, which are, by presenting the purchase invoice or ID of the person who made the purchase, you can directly make your exchange. One of our advisors will help you with the process.
Please note that purchases made at points of sale cannot be exchanged at www.helenica.co
