RETURNS AND SHIPPING

For hygiene and consumer protection, jewelry cannot be exchanged as it is considered an implant that comes into contact with bodily fluids and we must always guarantee our customers completely new jewelry. When you buy in our store, it is understood that the purchase is final.

Before completing your purchase, it is necessary to read the product description regarding measurements and materials, ensuring that it is the correct jewelry for the piercing in which it will be used. Additionally, our customer service line is available for pre-validation. Consequently, Helix Body Jewelry is not responsible for allergies to metals and/or irritations since the materials have a generic description that applies to most customers but it is understood that each anatomy and body reaction is different.

DEFECTIVE PRODUCTS

The quality of our products is verified in a detailed and careful way, however, we are not exempt from having a defective item.

A defect is understood as:

  • Damage to the clasp
  • Faults in the opening and closing system

Please note that wear and tear is not considered a defect and is not covered by the warranty periods, which are 3 months for Titanium and 12 months for Gold.

This is the process to report a quality defect:

  • Your order must comply with the established times according to the material
  • Notify us through our WhatsApp line or email contacto@helixbj.com
  • Include photographic and/or video evidence of the defect
  • Once validated, the product will be replaced, if available
  • If the item is no longer available, the balance will be credited towards a new purchase

DAMAGES IN TRANSIT

If your order arrives in defective condition due to mishandling in transit, please report it with photographic evidence. Once validated, we will proceed with the replacement and, internally, we will claim the damage with the shipping company.

*This process does not generate additional costs for the customer.

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UNSUCCESSFULLY DELIVERED PACKAGES

Please carefully validate that the registered address is correct. In the shipping process, the address is written exactly as it is typed in the order record.

However, we are available to help you with changes of address and/or delivery updates with the shipping company.

SHIPPING POLICY

PROCESSING TIME

Once the order successfully enters our order system, we ship the next business day after the purchase is made and during business hours.

*An order is successfully entered when it is approved by the PayPal payment gateway and/or when the transfer is validated according to the chosen payment method.

We ship from Girardota Antioquia using a certified courier company (FedEx). This allows you to track the guide to verify the delivery status and/or any new developments that may arise.

Delivery times under normal conditions are 3 to 8 days in the United States. For other countries, please check with customer service.

INTERNATIONAL SHIPPING (Canada, Mexico, Chile, Peru, Panama and Ecuador)

  • Free shipping for purchases over 100 USD.
  • For purchases outside of Colombia under 150 USD, the shipping cost is 15 USD.
  • Each country has its own customs taxes and these are assumed by the customer at the time of delivery.

ORDER DISPATCH

To ensure quality of service, we have an agreement with a shipping company (FedEx). If for different reasons you require the shipment to be made by a different company, you must consider that the delivery times and costs will change.

The delivery will be made to the address indicated by the user and will be delivered to any responsible adult who is at the address at the time of delivery. The guide will be signed as proof of delivery by the carrier. This information is included for residential units or buildings with doorman service.

We reiterate the section Unsuccessfully delivered packages to ensure that the address you register is correct.

Deliveries cannot be made at an exact time, generally delivery times are from 8am to 5pm Monday to Friday (sometimes and depending on the city they also deliver on Saturdays). If there is no one at the address, the courier will make up to two additional delivery attempts. If the delivery cannot be made, the courier company will contact us to resolve the issue and agree on a new delivery.

I hope this translation is helpful.