Shipping & Pre-Order Policy

Thank you for shopping with us at Helou Heritage. We’re dedicated to delivering your order promptly and keeping you informed every step of the way.

Order Processing

Orders are typically processed within 1–3 business days after payment is received. During high-volume periods, processing times may be slightly extended.

Shipping Information

Shipping Methods & Delivery Times

We offer the following shipping options:

• Standard Shipping: 3–5 business days 

• Express Shipping: 2–3 business days

Please note that delivery times may vary depending on your location.

Shipping Costs

• Standard Shipping within Australia: $9.99

• Express Shipping within Australia: $14.99

International Shipping

We ship to many countries worldwide. Please be aware that customs fees, duties, and taxes may apply and are the responsibility of the customer.

Standard international shipments are sent via Australia Post and typically arrive within 9 to 21 business days, depending on the destination. Express international shipments are delivered by DHL Express, with an estimated delivery time of 4 to 6 business days.

Please note that online orders are not processed on weekends or during New South Wales public holidays.

Tracking Your Order

Once your order has shipped, you will receive a confirmation email with a tracking number so you can monitor the status of your delivery.

Please note that the delivery times provided are estimates. Helou Heritage is not liable for any delays caused by the carrier.

If you are unavailable to accept your package, the carrier will determine whether it is safe to leave it. If not, a parcel card will be left in your letterbox with instructions for arranging redelivery or collecting your package from the local post office.

We are not responsible for lost or stolen packages. If your package is marked as delivered but you have not received it, you must file a claim with your local carrier.

Lost or Damaged Packages

If your package is lost or arrives damaged, please contact us at support@helouheritage.com within 7 days of delivery, and we’ll assist you as quickly as possible.

Pre-Order Policy

What is a Pre-Order?

Pre-orders allow you to reserve products before they are officially released or restocked.

Shipping Timeline

Pre-order items will ship as soon as they become available. Estimated shipping dates are provided on the product page.

Please note these dates are subject to change.

Payment

Full payment is collected at the time of purchase. Your card will be charged immediately upon placing the order.

Cancellations & Changes

You may cancel or modify your pre-order within 48 hours of purchase. After this window, we may not be able to accommodate changes or cancellations.

Shipping of Pre-Orders

Pre-order items are typically shipped separately from in-stock items, unless otherwise stated on the product page.

If you have any questions regarding shipping or pre-orders, please don’t hesitate to reach out at:

📧 support@helouheritage.com

Thank you for your continued support!

Kind regards, 

The Helou Heritage Team x