Shipping policy

Shipping Policy

Effective Date: July 2026

At Heliodore by HA, we are committed to delivering your jewelry safely, securely, and on time. Every order is carefully inspected, securely packed, and handed over to our trusted delivery partners to ensure it reaches you in excellent condition.

Order Processing

  • Orders are processed within 1–2 business days after successful payment confirmation.

  • Orders placed on weekends or UAE public holidays will be processed on the next business day.

  • During festive seasons, promotional periods, sales, or periods of high order volume, processing times may be slightly longer.

  • Orders will only be processed after payment has been successfully confirmed.

Shipping & Delivery Time

Within the UAE

  • Dubai, Abu Dhabi & Sharjah: 1–3 business days

  • Ajman, Umm Al Quwain, Ras Al Khaimah & Fujairah: 2–4 business days

  • Remote or hard-to-reach areas: 3–5 business days

Delivery timelines are estimates and may vary depending on the delivery location, courier availability, weather conditions, public holidays, and other circumstances beyond our control.

Please note that delivery times are calculated from the date your order is dispatched and may not include the order processing period.

Shipping Charges

  • AED 15  is shipping charges 

  • Any applicable delivery charges, if applicable, will be clearly displayed at checkout before you complete your payment.

  • Additional delivery charges may apply to certain remote or difficult-to-access locations.

Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation via email and/or SMS containing your tracking information.

You can use the tracking link provided to monitor the status and progress of your shipment.

Delivery Attempts

Our courier partners generally make multiple delivery attempts to complete your order.

Please ensure that someone is available at the provided delivery address to receive the package.

If an order is returned to us because of an incorrect address, incorrect contact details, recipient unavailability, refusal to accept the package, or unsuccessful delivery attempts, additional delivery charges may apply if the order needs to be reshipped.

Incorrect or Incomplete Address

Please carefully check your full name, delivery address, mobile number, building/villa number, area, Emirate, and postal details (where applicable) before placing your order.

Heliodore by HA will not be responsible for delays, failed deliveries, or returned shipments caused by incorrect or incomplete shipping information provided by the customer.

If you notice an error in your shipping information after placing your order, please contact us as soon as possible. We will try to update the information before the order is dispatched, but changes cannot be guaranteed once the shipment has been handed over to the courier.

Delayed Delivery

Although we make every effort to deliver orders within the estimated timeframe, delays may occasionally occur due to circumstances beyond our control, including:

  • UAE public holidays

  • Adverse weather conditions

  • Traffic or road restrictions

  • Courier service disruptions

  • High delivery volumes

  • Government or regulatory restrictions

  • Remote or difficult-to-access locations

  • Incorrect or incomplete delivery information

  • Other unforeseen circumstances

We appreciate your patience and understanding in such situations.

Damaged Package

We take great care when packaging your jewelry. However, if your package appears damaged, opened, tampered with, or significantly compromised upon delivery:

  • Please refuse delivery if the package appears severely damaged or tampered with.

  • If you accept the package, please record a continuous unboxing video from the moment the sealed package is opened.

  • Keep the original packaging and shipping materials until the issue has been resolved.

  • Contact us within 24 hours of delivery with clear photographs and/or videos of the package and product.

Our team will review the issue and assist you accordingly.

Delivery Areas

We currently ship within the United Arab Emirates (UAE).

Delivery availability may vary for certain remote areas or locations that are not serviced by our courier partners.

International shipping may be introduced in the future. Any applicable customs duties, taxes, or international shipping charges will be communicated separately if international shipping becomes available.

Need Assistance?

If you have any questions regarding your order, delivery, or shipping policy, please contact us:

Email: help@heliodorebyha.com

Our team will be happy to assist you with your shipping-related queries.