Helion has a team of customer service specialists working 24/7 to provide support.

Please include a brief description of your problem along with an order number + name.

Contact support@tryhelion.com

We have an average response time of 12 hours, please only send one support ticket as repeatedly opening tickets will delay our response time to your tickets.

If you'd like to add more information to a response you can reply directly to the email you have sent and this will not open another ticket.

In rare circumstances shipments may be delayed.

Our main warehouse is in Italy & New York. All orders will currently be dispatched from our US warehouse, we have plans to add warehouses in the UK & Australia to improve delivery times in these areas in 2025.

If your order has been delayed for longer than 4 days from your original delivery window please reach out to support@tryhelion.com for assistance.

Genuine Helion pieces can only be bought from www.tryhelion.com. It has come to our attention there are a lot of imitating websites claiming to sell similar pieces, using our images or videos. These, in fact, are scam websites.

Things to consider: 

1. Much lower prices. Imitators tend to lure you in with an attractive price, to make up for credibility, if it's too good to be true it probably is. They'll use a low quality material and/ or plating finish which will significantly affect the longevity and quality of the item.

2. Delivery times that are super long. This indicates the company is most likely scamming. Which will leave you waiting for months to receive your item directly from a factory.

3. Unclear and/ or complicated return policies. Scam websites make it very difficult to return your item and will often request that you return it to their factory which can be costly and risky.

Our gold bonded gallery is 7x PVD plated, which is industry leading, we use the same process that we use in our vermeil pieces.

The process is the highest quality bonding available. Our gold bonded jewelry will last longer than any gold bonded you may be used to.

Our team is constantly innovating and improving on our current plating processes to ensure our pieces last the longest.

Helion Jewelry should be wiped down with a microfibre cloth and kept dry after use. We provide a pouch & box to store your jewelry, these are lined with a tarnish proof microfibre felt. High quality pouches & boxes are always lined with a similar microfibre felt to protect the luster of the gold plated jewelry. If your climate is humid, place a small packet of desiccant crystals inside your storage area. Avoid storing your pieces in direct contact with rubber. Always remove your jewelry when applying any colognes, perfumes or other chemical products. Avoid chlorine, especially at elevated tempatures, as this may cause permeneant discoloration of your gold jewelry. 

We offer 10k/14k/18k Solid Gold, 925 sterling silver and 18k 5X PVD Gold Bonding. We use real 14k-18k gold in our bonding process on all gold bonded products. Our pieces are 5 times PVD plated in real gold, which is the highest quality bonding method available which we also use in our vermeil pieces. Our bonding method is industry leading and we are so confident in the production of our gold jewelry that we offer a lifetime warranty.

Our pieces only use real 14-18k yellow gold, 925 sterling silver and genuine rhodium. Solid gold, 925 sterling silver and 316L  products are also available. Our products are strictly tested through all stages of production for quality, durability and longevity of our pieces. We are in full compliance with the regulations set by the Jewelers Vigilance Committee and offer a full lifetime warranty covering any defects with our craftsmanship, to ensure satisfaction! 

Returning your order:

Please request a return by emailing our support team at support@tryhelion.com.

We'll provide you with instructions on how to return your order.

Note: We do not accept returns for custom products or solid gold orders as they are made-to-order and cannot be re-sold.

We allow up to 30 days from date of dispatch to request your return. After this time period our system will not allow for it. There is also a $15 or 10% restocking fee, whichever is greater for all returns.

We do not currently offer free returns labels. We will, of course reimburse the postage fee should you receive the wrong item or an item in error and have to ship it back.

Please make sure you have tracking and proof of weight for the parcel you're returning.

Please note, all items must be in the original packaged condition in order for us to accept your return. Watches must also have the protective peels in-place.

*BUY ONE GET ONE FREE RETURNS* 

For orders included in the Buy 1 Get 1 Free offer, in order to receive a refund, BOTH items must be returned. If only 1 item is returned we reserve the right to reject the request. We do not accept returns on items bought with earrings in the BOGO deal.

Lifetime Guarantee: All Helion pieces come with a Lifetime Guarantee. This entitles you to a one-time replacement of your piece should you experience any manufacturing defects. This includes defective bails, defective clasps or stone faults. This guarantee is voided under intentional breakage, water damage or fading due to wear.

All exchanges contain a $15 processing fee to cover shipping and restocking of the new order.

Please note, we can only offer replacements of the exact same item that is damaged, we cannot replace it for another item of the same or different value. If your item is no longer stocked, we can offer a gift card in place of your original item, for the original item amount paid.

To request a replacement for a faulty item or for more details on the Lifetime Guarantee, please email support@tryhelion.com

Our lifetime warranty allows you to replace your item, once, under warranty at Helion's expense. You receive a lifetime warranty & authenticity email with every purchase.

Our lifetime warranty covers:

• Fading/ tarnishing
• Broken clasps
• Missing stones
• Manufacturer defects

Our lifetime warranty does not cover:

• Intentional breakages
• Stolen items
• Water damage
• Scratches 

The customer will be responsible for shipping costs for repair or replacement.

To claim under warranty please email support@tryhelion.com for a repair or replacement. Please attach images of your damaged item with the subtitle ‘Returns’ and our team will get back to you within 24 hours.

Easily track your order by using your tracking link sent via email or SMS.

Alternatively, sync your order using your email address on your account to the tracker on our website to track your order in real time.

For help tracking your order please contact support@tryhelion.com with your order number + name.

In certain circumstances we will ship your order separately.

Custom items will be delivered seperate to other items in your order, as these are made to order and will not be on shelf for dispatch on the day of ordering.

We'll dispatch all other items in your order seperate to your custom product, so you don't need to wait for us to handcraft your custom piece. Aswell as some solid gold items may ship seperate from regular items. 

Cancelling your order:

Unfortunately we cannot cancel your order after it has been placed, as we process and package your order as quickly as possible. If the item(s) are not to your liking you can always return them within 30 days, information on how to do this in our other section regarding returns.

If you have any questions, feel free to email our team at support@tryhelion.com