Ordering from HederaHelix is simple. Please kindly find your answers in How to Order

Yes, all product ranges from HederaHelixArtelier can ship worldwide.

HederaHelix will reach out upon receiving your purchase order form. If you are unfortunately located in a nation we cannot ship to (due to trade law or other restrictions). HederaHelix will reach out.

No.

When ordering from HederaHelix via Joltform Purchase Order, you will not be redirected to payment.

HederaHelix does not accept any orders before reaching out personally to discuss all details.

Yes.

You won’t be charged before HederaHelix discuss purchase order with you.

You won’t receive an invoice if you decide to abandon order.

However, HederaHelix reserves the right to release your ordered items to public access. Therefore, you will not be able to reclaim the purchase order.

View our cancellation policy

No. Once you’ve placed your order, you can’t change it, but you can contact us to amend your contact and delivery details.

1.Faulty/damaged item

It’s important that you inspect your order on delivery, and contact us within 24 hours of successful delivery.

HederaHelix undergoes strict quality control on your ordered items to make sure it’s up to the very

best standards, and meeting all the communicated grading criteria before we send

them to you well packaged and protected.

But if HederaHelix has missed anything which failed to meet our Preorder Grade/Standard Grade,

please let us know as soon as you have accept your delivery. It really helps if you send us a few photos of the damage or any other issues. We’ll assess your complaint and let you know how to return the items, or arrange for a collection.

We’ll either give you partial refund, arrange for repair, or send replacement.

If your claim fails to reach us within 24 hours of arrival, it will no longer be valid. This is primarily due to the specific delicate features of enamel/metal crafted items, any mishandling (i.e. water damage) can cause your collectible item to oxidise.

*We will not replace/refund items which meet our preorder/standard grade. Enamel pins are small handcrafted items. There is no perfect enamel pin. Therefore please do not zoom a smaller than 5 inches item into mega pixels to examine flaws.

Return requirement:

• Full package including complementary items.

• Customer is responsible for tracked shipping of return

• Customer is responsible for purchasing suitable packaging or properly reuse of

original packaging

• Customer will not receive full refund if item returned to us damaged, item must return

in sellable condition as how we've shipped out.

2. Non-faulty item

HederaHelix does not refund/return/replace customised made-to-order items.

Untracked Parcel

HederaHelix requires all of our collectible items to be delivered via tracked shipping due to their high value.

In case of specifically requested untracked shipping, we will mark order status as delivered after proof of shipping is provided. We will not be responsible for any lost shipping delivered by untracked services.

Tracked Parcel

HederaHelix does not operate courier service, therefore we cannot be held responsible for lost item if tracking status shows delivered. Customer will not receive refund or re-shipment.

However, we will try to reduce your loss:

• If customer assist us to dispute with courier service, any claim we receive above the

production cost of made to order item will be forwarded to customer.

Customer receives =Claim - Occurred manufacturing cost

• If there is in hand spares remaining, customer can receive 50% off price for replacement purchase.

No. Currently, HederaHelix has commission channel closed.

A Grade,A- Grade/Standard Grade

Minor flaws:

• Minor marks in the metal or enamel

• Tiny imperfections in screen-printed details

• Special effect pins might show signs of the effect’s texture (i.e. tiny air bubbles or

bumps in transparent enamel, sandblast, semi-transparent enamel, cutout

transparent enamel/epoxy; grain texture in glow powders and glitters)

• Screen-printed details overlaps metal

• Tiny dusts or scratches

• Minor under-filling in non-central parts of design

• Minor offsets in screen-printed details

• Small darkened debris mixed in glitter

Items with the above minor flaws are considered normal with handcrafted items,

therefore, are not considered as faulty items.

B Grade/Second Grade

• Under-filled areas

• Large specs of dust or paint

• Small paint smudges

• Small areas with the wrong colour fill

• Scratches in screen-printed details

• Severe overlapping of screen-printed details onto metal outlines, to the point where

the outlines are no longer visible

• Multiple imperfections in the metal, such as scratches, overfilling, tarnish and more.

• One or two bubbles/bumps in enamel

• Large cracks along the edges of the enamel filling

• Large dark specs in glitter

Items with the above flaws are considered normal B Grade items, therefore, are not

considered as faulty items if you have ordered B Grade.

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For large complex designs:

Both A & B Grades do not impair the look of metal craft, therefore for bigger more complex designs, they will all consider as standard.

⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎⚒︎

C Grade/Salvage Grade

• Large areas of underfilled,overfilled or missing enamel

• Tarnished, dented or scratched metal

• Large areas of the wrong colour enamel

• Large chips, scratches, holes or cracks in the enamel

• Glow in the dark effect fail to work

• Large areas of missing glitters

• Misplaced, heavily scratched or distorted screen-print

• Large areas of dust, hair or spot in the enamel

• Mildly loose back posts

Items with the above flaws are considered normal C Grade items, therefore, are not

considered as faulty items if you have ordered C Grade.

view here

HederaHelix reserves the right to refuse any order you place with us if we suspect a fraud;lent transaction or if you have previously violated out term and condition.

In general, HederaHelix has rule of thumb requirement for our buyers. Being a customer placing order with us, you must agree to always reach out to HederaHelix via sales_hederahelix@outlook.com , allowing 24 hours for us to respond and resolve your stated issue before filling in dispute to place chargebacks via bank/credit card provider.

Failing to comply with this requirement will take away the opportunity for HederaHelix to investigate and address your issue. It could also cause severe damage to small business. Therefore HederaHelix reserves the right to ban customer from all further access to our designs and products by not providing payable invoice.