FAQ

1) How to register?

Start off by clicking, on the „LOGIN” or the „PROFILE” icon(s) in the upper menu bar on the right side! Then, select the „NEW CUSTOMER” window and click on the „REGISTER” button! Fill in the form with double checking your e-mail address!

2) How to log in?

Click on the „LOGIN” menu item in the upper menu bar on the right side! Select the „RETURNING CUSTOMER” window, fill in your e-mail address and password, then click on the „LOGIN” button!

3) I have already registered, but I could not log in. What is the problem?

The possible reasons are:

- You mistyped your password. Please check the “Caps lock” on your PC. Please switch on the password presentation on your mobile and check what you are typing.

- You simply forgot your password. Ask for a new one by clicking on the “I forgot my password” link below the password field. Wait for the e-mail with the new password, without clicking on the link several times!

- You mistyped your e-mail address while trying to login. Check what you typed!

- You mistyped your e-mail address when you registered. Try to remember, if you received any feedback from us, just after you registered or/and placed an order in the webshop. If not, then you possibly mistyped your e-mail address, while registering. In this case, contact us: helia@helia-d.hu.

- You have registered with another e-mail address. If this is the case, please try another one!

4) I asked for a new password, but it have not arrived yet. What is the problem?

The possible reasons are:

- You asked the new password for another e-mail address.

- Your mailbox is full. Delete some old and less important e-mails!

- Your mail system moved our e-mail to the “spam” or the “promotion” folder. Solution: Move our e-mails to the inbox. Most of the mail systems are able to learn what is important for you.

5) I placed an order, but I have not received any feedback from you. What is the problem?

The possible reasons are:

- You mistyped your e-mail address when you registered. Try to remember, if you received any feedback from us, just after you registered or/and placed an order in the web shop. If not, then you possibly mistyped your e-mail address, while registering. In this case, contact us: helia@helia-d.hu.

- Your mailbox is full. Delete some old and less important e-mails!

- Your mail system moved our e-mail to the “spam” or the “promotion” folder. Solution: Move our e-mails to the inbox. Most of the mail systems are able to learn what is important for you.

6) I have a coupon code. How do I use it?

There is a “Coupon code” field in the cart, just above the “ORDER” button. Type in the code exactly as it is. Then, validate it by clicking checkmark on the right side of the field. The discounts will be automatically deducted from those items, what the coupon code is valid for.

The invoice will be prepared automatically based on the data of the cart. Therefore, we cannot accept or validate any coupon code written in the “NOTE” field of the order afterwards. In this case we will not confirm your order.

7) When do you confirm my order?

Your order will be confirmed after we have checked your contact and shipping data and our stock. You will get the confirmation via e-mail within 24 hours after placing the order. “24 hours” means: on Hungarian working days.

The automatic notification about receiving your order is NOT A CONFIRMATION, but only a feedback, that you have successfully gone through (completed) the checkout procedure.

8) When will I receive my package?

On the day of the confirmation we hand over your package to our shipping partner. The delivery time very much depends on the delivery address (country). On the “INFORMATION” page (DELIVERY TAB), we indicate the average delivery time depending on the zone.

About the (specific) date and time of the delivery, you will get notification from our shipping partner. That is why so important to have your valid and working e-mail address!!!

9) I have not found any document/invoice in the package. Why?

In order to make the delivery time shorter, we automatically prepare the invoices and send to our customers via e-mail, on the day of the confirmation. That is why so important to have your valid and working e-mail address!!!

10) I have received a damaged package. What do I do?

When you accidentally receive a damaged package, please check the products inside. If any of the products is damaged as well, do not take the package over, but ask for a registration from the employee of the shipping partner and inform us immediately by e-mail: helia@helia-d.hu

WebShop System