FaQs
Welcome to HELIO Company, the ultimate online sports fashion and accessories online store the Middle East. We are on a mission to bring you the best shopping experience there is, offering shoppers free delivery(minimum purchase might apply), hassle-free returns and convenient payment options. To help you with your shopping experience, check out some FAQs. If you can’t find the answer you are looking for, drop us a line at contact@helio.company.
ARE YOUR PRODUCTS ORIGINAL?
All the products on our online store are 100% original. We work directly with brands and their authorised distributors to guarantee 100% authentic products.
CAN I TRY ITEMS BEFORE I BUY?
GCC orders: After you receive and pay for your order, you can try on any item in the comfort of your home. If it doesn’t fit, you can return the item and we will refund you within 14 days for you to buy something new.
Kuwait order: you can try the items upon delivery. Simply let us know !
WHAT IF AN ITEM DOES NOT FIT ME?
No problem. If any of the item(s) you received don’t fit you, you can return it back to us, and we will arrange for a refund to reorder the correct size. To learn how to return your ordered item(s), please read more below.
DO YOU HAVE A PHYSICAL SHOP?
HELIO is a pure online shop. We don’t have any physical stores, but we will deliver your order directly to your door.
HOW CAN I PAY FOR MY ORDER?
We want to make your shopping experience as simple as possible so we offer lots of payment options, including:
- Cash on Delivery (Kuwait only)
- Cards (Visa, Mastercard,KNET)
HOW CAN I CANCEL MY ORDER?
If you want to cancel your order, please send our Customer Care team an email at contact@helio.company quoting your order number and request a cancellation.
Please note that if your order has already been processed and you want to cancel it, you will need to receive it first and then follow the return process.
WHERE DO YOU DELIVER TO?
We ship to all the GCC countries
WHEN WILL I GET MY ORDER?
For Kuwait deliveries: next day delivery
For other GCC countries, we use Posta Plus who will deliver your order in 2-6 working days depending on the country and that country’s related customs procedures.
HOW CAN I TRACK MY ORDER?
Tracking is not available for Kuwait deliveries
When we process the order, you will get a notification with the tracking code from the shipping provider.
You can track your order with any of our delivery partners by logging onto their website and quote your tracking number.
Posta Plus
Website: http://www.postaplus.com/
The courier can keep your order for a maximum of 7 days, and if after 7 days you cannot be reached, the order will be cancelled and returned to our warehouse.
HOW DO I RETURN AN ITEM?
To return one or more items you are not happy with, we need you to ship the item(s) back to us, we will check it for quality and then arrange for a refund. Please read more on this below.
Please contact our Customer Care team at contact@helio.company quoting your order number and request for a return.
WHAT ITEMS CAN BE RETURNED?
All items, including those on sale, can be returned within 14 days except the following items which cannot be returned: earrings, bikini bottoms, swimsuits, tattoos, beauty, creams and items with sealed packaging that’s been opened.
All items must be in the original packaging and unused.
CAN I RETURN AN ITEM THAT I HAVE WORN?
For any item(s) to be eligible for return, it must be received in perfect condition and unworn, including its HELIO return tags as well as any dust bags, authenticity cards, or boxes.
DO I HAVE TO REGISTER TO MAKE A PURCHASE ?
No. You don’t need to register to make a purchase. However, registered customers can enjoy the following benefits:
-Reward points
-Special promotions
-View purchase history
-Track package
-Save your addresses in your personal address book