Every Helios lamp is cast by hand after you order it. That shapes this policy — but it never means you are stuck with something broken.
Damaged, faulty or wrong on arrival
Contact us within 7 days of delivery through our contact page, with your order number and a photo of the problem. We will either remake the lamp and ship a replacement at our cost, or refund you in full. The choice is yours. If a different design arrives than the one you ordered, you keep the one you were sent.
Lost or undelivered orders
If tracking shows delivered and the package 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 canceled 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 canceled or returned for a change of mind, because each lamp is made to order for a single customer.
Optional add-ons
Shipping Protection ($6.99) covers the lamp in transit, with a free replacement sent if it arrives damaged. Extended 30-Day Warranty ($7.99) covers defects for 30 days after delivery rather than 7. Priority Handling ($9.99) places the order at the front of the making queue; it does not change the estimated delivery dates and is not a guaranteed date. None are included in the price of the lamp, and the 7-day cover above applies whether or not they were purchased. Add-ons are non-refundable once an order has shipped.
Return shipping and refunds
If we ask you to send a lamp back, we pay the shipping 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. Approved refunds are issued to the original payment method on the day the refund is agreed; your bank typically takes 5 to 10 business days to post it.
How to reach us
Use our contact page. Messages are usually answered within 24 hours, Monday to Friday.
Helios Lamps