Every Helios lamp is cast by hand after you order it. There is no shelf it came off, and no one else it fits. That shapes this policy — but it never means you are stuck with something broken.
Damaged or faulty on arrival
Contact us within 7 days of delivery through our contact page, with your order number, photos of the lamp showing the problem, and a photo of the outer box if it was damaged in transit. We will either remake the lamp and ship a replacement at our cost, or refund you in full. The choice is yours.
Wrong design received
If a different design arrives than the one you ordered, contact us and the correct lamp goes into production immediately at no cost to you. You keep the one you were sent.
Lost or undelivered orders
If tracking shows delivered and the parcel is not there, or tracking has not moved for more than 7 days, contact us and we will open a case with the carrier. If the lamp is lost, you receive a remake or a full refund.
Cancellations and change of mind
An order can be cancelled for a full refund within 24 hours of being placed, before casting begins. The design can be changed at any time before casting begins. Once casting has begun, an order cannot be cancelled or returned for a change of mind, because each lamp is made to order for a single customer.
Optional add-ons
Two optional add-ons may be purchased at checkout and extend this cover. Shipping Protection ($6.99) covers the lamp in transit, with a free replacement sent immediately if it arrives damaged. Extended 30-Day Warranty ($7.99) covers defects for 30 days after delivery rather than 7. Neither is included in the price of the lamp, and the 7-day cover above applies whether or not they were purchased.
Return shipping
If we ask you to send a lamp back, we pay the postage and provide the return label. You will never pay to return a lamp that was faulty or wrong. Items sent back without first contacting us cannot be accepted.
Refunds
Approved refunds are issued to the original payment method on the day the refund is agreed. Your bank or card issuer typically takes 5 to 10 business days to post it.
Exceptions
Because each lamp is made to order, we cannot accept returns for a change of mind once casting has begun. Gift cards and the optional add-ons above are non-refundable once an order has shipped.
How to reach us
Use our contact page. Messages are answered within 24 hours, Monday to Friday.
Helios Lamps