Delivery Information
General Information
Helamade.com always prioritize our valued customers’ needs. Goods delivery is a service provided on request with or without a cost. To ensure a reliable delivery to take place, customers are solely responsible for providing us correct and accurate information such as contact name (s), contact address (es), mobile/landline number (s), and delivery address (es). All the personal information collected is handled in accordance with the privacy policy of our online store found here. Customers shall be advised that the goods delivery process is commenced only if the payment method is clearly chosen and only after the payment is realized. To successfully make an online payment through our secured payment gateway, customers shall provide accurate bank, credit/debit card details.
1.1 Estimated time of delivery (ETD)
On time delivery is our utmost responsibility. However, customers shall be advised that depending on the nature of the order or the goods, estimated time for delivery may vary. We make sure to deliver most of the goods ordered online within 10-15 business days. We are held accountable for any losses/inconveniences caused to the customer due to delay in delivering goods in time as informed by our team. Nonetheless, customers are requested to bear with us for any delays caused due to reasons beyond our control.
1.2 Estimated Time of Arrival (ETA)
Estimated time of arrival will be informed to the customer by our team with best possible contacts. We always try to deliver goods during business hours and/or at a time agreed mutually by our team and the customer. Although we try to take every effort to deliver the goods at a time informed or agreed, certain circumstances which we have no controver may delay the ETA. In such inventions, we will inform the customer as soon as possible with possible time adjustments needed and customers are requested to bear with us.
1.3 Delivery Charges
Delivery charges will be displayed at the checkout . Delivery charges may be changed without prior notice and the helamade.com has the right to do so in accordance with the price hikes or dips in available transport media.
1.3.1 Free Delivery
The free delivery is a complementary offer provided to our trusted customers and the eligibility criteria may not be the same every time and helamade.com has the sole right to change the criteria.
1.4 On goods arrival
After dispatching the goods, one of our team members will contact the customer or anyone nominated by the customer to accept the goods at the delivery address (es) to inform the ETA. Once we arrive at the address, we will contact the respective parties to have necessary authorisations to unload/ deliver the goods.
1.4.1 Acceptance of goods
Customer himself or a person nominated by the customer may have authority to accept the goods and verify the order quantity/ quality specified by the order. If the goods/items do meet the specified quality or quantity, the customer will be offered the chance to have money back or reorder at his convenience. Customers have the right to reject any defective item (s) delivered or damaged during the unloading process if the damage is caused by our team members. However, once accepted by the customer/ or the person authorised to accept the goods and unloaded according to their requirements, the above policy may no longer be valid.
1.4.2 Assignment of a third party to accept the goods
After placing an order, customers have the chance to nominate a third party to accept the goods at their delivery address when they are unable to accept the goods in person by directly contacting our team. In such cases, best contact means for both the customer and the nominated party should be disclosed to our team by sending an email to sales@helamade.com by the customer. In addition, back and front photos of the nominee’s national identity card should be submitted. Personal information collected will be handled according to our online stores’ privacy policy.
1.4.3 Authorization of delivery team member (s) and/or the vehicle (s) to enter the premises of the delivery address(s)
In general our delivery team or person along with the delivery vehicle (s) in most instances will require to enter the premise of the given delivery address (es). Customers hereby consent and transfer full authority for the unhindered access to our delivery team or person along with the delivery vehicle (s) to enter the premise (s) of the given delivery address at the time of delivery in order to deliver and unload the ordered goods. helamade.com may or may not provide details of the delivery team, person or delivery vehicle (s) to the customer. In the event the customer requires such detail it is the sole responsibility of the customer to inquire helamade.com at the time of purchasing goods via our web store to mention all such requirements is the provided field “additional information”.
Denial of entry to our delivery team, person and/or delivery vehicle (s) to enter the premise of the stated delivery address at the time of delivery in order to deliver and unload the ordered goods by any party will result in the customer’s good (s) being forfeited and all transport and delivery cost charged to the customer. Once the delivery team is within the customer’s premises, the safety and security of the delivery team/person lies on the customer (s). Please be mindful that legal action can be taken against you by us or the delivery team/person or by any law enforcement authority in the event that loss of life, injury or any other such personal loss is caused due to your negligence, neglect or by your direct actions.
1.4.4 Unloading spaces for the delivered goods
It is the customer’s sole responsibility to provide and have adequate space for all ordered goods to be delivered and unloaded by our team. Due to the nature of certain goods adequate space and safety measures have to be taken while transportation and unloading of all such goods. Depending on the nature of the goods delivered, if the space allocated does not have adequate space or safety requirements, helamade.com reserves the right to deny unload any goods in space allocated by the customer at the delivery address. In the event the delivered goods cannot be unloaded due to any of the above restraints, helamade.com will charge the customer for any additional trip (s) and losses and will also reserve the right to forfeit the goods altogether to cover such losses. Goods will only be delivered in such cases only after the customers have paid in full all such penalties levied on them by helamade.com.
International Shipping Terms & Conditions
Those items for shipment to countries outside of the Sri Lanka may be subject to taxes, customs duties and fees levied by the destination country (“Import Fees”). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.
In the case of gifts or other purchases made on behalf of another recipient, you also agree to grant the foregoing authorizations on behalf of the recipient designated in your order.
To obtain details regarding the Actual Import Fees, or to obtain documentation or receipts in connection with customs clearance, you may contact the Designated Carrier specified in your shipment confirmation.
Limitations
For products shipped internationally, please note that any manufacturer warranty may not be valid; manufacturer service options may not be available; product manuals, instructions and safety warnings may not be in destination country languages; the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements; and the products may not conform to destination country voltage and other electrical standards (requiring use of an adapter or converter if appropriate). You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from helamade.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country.
Privacy
Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our international customers and customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs and/or postal authorities.
If the order is a gift, the package is marked “Gift,” but the cost of the item is still stated on the customs form.
Customs authorities require the value of the gift item to be stated directly on the package.
About Customs Regulations for Identity Documents
Note:
Customs offices in some countries and regions require the importer of record (IOR) to provide a particular form of identification (ID) before releasing a shipment. You may be required to provide an ID number (such as national ID), photograph of ID, or other document.
Countries, regions, and jurisdictions that can require an ID number include: Argentina, Bahrain, Bangladesh, Bermuda, Bolivia, Brazil, Bulgaria, Chile, China, Croatia, Cyprus, Czech Republic, Dominican Republic, Egypt, El Salvador, Guatemala, India, Indonesia, Israel, Italy, Jamaica, Jordan, Kazakhstan, Kenya, Kuwait, Latvia, Lithuania, Mexico, Nigeria, Norway, Oman, Peru, Portugal, Qatar, Romania, Russian Federation, Saudi Arabia, South Africa, Slovakia, Slovenia, South Korea, Spain, Sweden, Taiwan, Turkey, United Arab Emirates, Uruguay.
aiwan: Effective January 16th, 2020, Taiwan customs requires real name authentication for individuals importing courier express shipments. To facilitate customs clearance, the recipient must register directly via the Taiwan Customs EZ WAY app on a mobile device to complete the real name authentication process. Shipments without real name authentication and verification may not be accepted for import clearance. For additional detail regarding the import clearance process.
South Korea: When importing products into Korea, a Personal Customs Clearance Code (PCCC), provided by the Korea Customs Service is required for the declaration of personal items.
There are a few reasons why you might not be able to ship to an address.
You may not be able to ship to an address for the following reasons:
The item exceeds dimensional shipping limits. The package must have a maximum length or width of 108 inches and maximum weight of 70 lbs.
The item is ineligible for shipping because it’s large or oddly shaped.
The item is a restricted product
Certain hazmat items (including, but not limited to, lithium batteries) are restricted from shipping to your area.
Some carriers can’t deliver to certain address types.
We’re restricted from shipping to your location due to government import/export requirements, manufacturer restrictions, or warranty issues.
Your order contains items that are restricted from exportation.
