Exchange & Returns
RETURNS
You can return the goods up to 14 days of receipt of the parcel.
Within the European Union, you will not incur any return costs if you use the return label included with your package. Returns from outside the European Union are made at the buyer's expense.
Instructions for returning goods inside the European Union:
1. Fill in the declaration of withdrawal (available to download at the bottom of the page/attached to the package).
2. Pack the parcel carefully and stick the return label on it.
3. Contact UPS: https://www.ups.com/pl/en/support/contact-us.page to arrange a pick-up by adding your return label number, or use the closest drop-off point to send the parcel (list of the drop-off points can be found at: https://www.ups.com/dropoff).
4. Return the parcel to the courier on the agreed date.
If you’re returning goods from outside the European Union, send them back to:
Helikon-Tex,
Returns and Complaints
9 Zachodnia Street,
Błonie 55-330 Miękinia, Poland.
After receiving the tracking number from the courier company, please send it to [email protected] along with the information about the returned goods.
Once we have received the parcel, within 14 working days, we will refund your money in the same way the order was paid for (PayU/PayPal or transfer to your account in the case of cash payment for Polish orders). If paid by cash on delivery, please remember to include your account number in the return form.
EXCHANGES
The exchange is constituted by the buyer sending back the goods and ordering other items that suit their needs. We do not make direct exchanges. Please make your return according to the instructions above and re-submit your order.
COMPLAINTS
If the product you have ordered does not comply with the contract, you have the right to lodge a complaint. Please submit your complaint to the email address [email protected]. Specify the order number, describe the defect, and attach clear photos.
Once your message has been verified with the warranty team, we will inform you by email about the next steps. We will respond to your complaint within 14 days.
If the product was purchased from another shop, please contact the seller directly first. If you need our help, please write to us, stating the date and place of purchase.
Return address (if you do not wish to use the return label):
Helikon-Tex,
Returns and Complaints
9 Zachodnia Street,
Błonie 55-330 Miękinia, Poland.
If you have any questions, please contact us by sending an email to [email protected] or use the contact form in the contact tab. You can also call us at +48 71 769 45 90 from Monday to Friday between 8.00 am and 4.00 pm CET.
FORMS
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DECLARATION OF WITHDRAWAL FROM A DISTANCE CONTRACT |
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COMPLAINT APPLICATION |
