TERMS AND CONDITIONS
For USD and EUR Buyers (WORLDWIDE Buyers)
- Payment with credit and debit cards
This payment method entails that after your order has been confirmed that amount shall be reserved on your card. The money is taken from your credit card once the products are prepared for shipment i.e. are to be handed over to the courier service/post office. We are processing this type of payment via our partner 2Checkout.com. . Please be aware that your payment card should be approved for online payment from your issuing bank side and some additional security options could be aquired (3D security etc)
- Paypal
You can make payment with money on your Paypal account. This payment is completely done by Paypal’s Terms and Conditions.
For Buyers from Serbia
- Cash on delivery
Cash on delivery means paying the order to the courier service once the package is delivered. Payment is exclusively made in cash. - Money order via bank or post office
This payment method entails that once your order has been confirmed you will make payment via a money order in a bank or post office for the amount listed in the order into our account. - Payment with credit and debit cards
This payment method entails that after your order has been confirmed that amount shall be reserved on your card. The money is taken from your credit card once the products are prepared for shipment i.e. are to be handed over to the courier service/post office. We are processing this type of payment via our partner Chip card a.d. After you have confirmed order, you will be transfered to Chip car a.d. website to complete payment. Please be aware that your payment card should be approved for online payment from your issuing bank side and some additional security options could be aquired (3D security etc)
Note:
In case you fail to execute payment of the amount listed in the order within 7 days from the date when it was created, that order shall be cancelled and deleted. After the period of 7 days expires, payment will not be possible pursuant to that order, however you can create a new order and execute payment in accordance with that order.
While paying with your card via the Internet the entry of data on the card is carried out on a protected page of our partners, and the transfer is carried out via the Internet in a protected (encrypted) form by using the SSL protocol and the PKI system. The data on the payment card is not accessible from our system at any given moment.
HelenaDia is an Internet shop which operates pursuant to the Electronic Trade Law and all of the other valid laws and regulations of the Republic of Serbia. The detailed conditions for purchasing are listed in the following text. Please make yourself acquainted with them before you make a purchase.
To be able to order a product from the range of the Internet shop www.HelenaDia.com you need to take the following steps:
- Find the product you wish to purchase
- Review your cart
- Enter data concerning the purchaser (customer) and place of delivery
- Choose Payment option
- Review and confirm your order
1. Find the product you wish to purchase
The products are organized by category which you can review as in a catalogue. Once you find the product you wish to purchase click on the button "Add to cart”. With that, you have placed the product into your cart (just like in a regular shop). After that, you can continue to browse through our products, and you can add additional products into your cart.
2. Review your cart
Once you have finished placing products into your cart and wish to order them, choose the option „Cart". On the page of the cart all products are shown which you have thus far placed into it. In the cart you can list how many pieces of a certain product you wish to order or in case you have changed your mind with regards to any of them, you can delete that product from the cart.
The cart is the first step in placing your order. Once you are satisfied with the contents of your cart, move on to the next step.
3. Entering data concerning the customer and place of delivery
In this step you should enter data concerning the customer and address where the product should be delivered. Data on the customer is data which will be listed on the receipt which will be sent to you together with the package.
Data on the place of delivery is data showing where you wish the package to be delivered. We kindly ask you to give the exact data to enable the courier service which will deliver the package to find it as quickly as possible. In case the entered data is inaccurate, your package may be returned and the delivery date extended. Because of that we kindly asking you to fill full data about:
- Name and Surname
- Phone number with contry phnoe code
- Address, street name and house/flat number
- Town/City
- ZIP code
- Country
4. Payment option
In this step you need to choose how you wish to pay for the ordered products.
5. Review and confirm your order
Finally, before you confirm your order, you can look at all of its details once again: what you ordered, data concerning the customer, delivery address, how much the total price is, etc.
If you agree with the order choose option „Confirm" which thereby creates it. Once your order is confirmed, you will automatically receive an e-mail to your registered e-mail address with a review of the order and payment instructions.
HelenaDia undertakes to accept any price which you quoted in the order regardless of whether the product price has subsequently changed after your order has been placed. HelenaDia has the right to cancel an order by sending an e-mail with said information to the customer in case a gross error was committed at the time when the price was placed on the website, for example, if instead of EUR 100,00 the quoted price was EUR 1,00 and similar. All prices in Helenadia web shop are shown in EUR, USD or RSD, it is optional.
Shipping cost is not included in product price. You can find more details about shipping cost in section Shipping and Delivery.
All prices are shown with VAT included. The price shown with the product does not include customs fee and local taxes that could occur in the country of the recipient. Please inform yourself about customs regulation in your country and contact your local customs office. We don't control and cover these costs. If you reject parcel and the reason is you don't want to pay customs fee, we will not accept this reason for refunding your account. By accepting Terms and conditions, you confirm that you will pay customs fee and all other costs connected with import procedure.
Worldwide shipping
We guarantee that will ship your order after processing it. Estimated processing time (preparing of the parcel) is between 3 and 7 business days.
Delivery time for Regular Shipping option is usually 7 - 14 business days after shipping date, but in some cases, you may need to wait few more days, since all our goods are sent from Europe.
Delivery time for DHL Express shipping is usually up to 7 business days, after shipping date.
The time of delivery does not include non-working days of the incoming and outgoing operator, the time when the package can be delayed at customs, and holidays of the incoming and outgoing operator. Order normally should be delivered to your home address, but in some case and some countries you will be invited to pick up your order in post office point. Due to extra post office security checks it can happen that shipment take longer to reach you. Delays in shipments can also be expected in the busy holiday seasons, when operators handling of shipment goes much slower.
Shipping cost is not included in product price. Shipping cost is only price for transport, it is not customs fee of your state. Please find shipping price list below:
- Regular Shipping Option (delivery time 7 - 14 business days after shipment ) - EUR 15,00 / USD 20,00
- DHL Express Shipping Option (delivery time up to 5 business days after shipment)
- EUR 35,00 / USD 40,00 for orders in value up to EUR 150,00 (USD 150,00)
- EUR 50,00 / USD 55,00 for orders in value EUR 151,00 - EUR 350,00 (USD 151,00 - USD 350,00)
- For all orders in value above EUR 350 / USD 350, Free of charge DHL shipping is included
The price shown with the product does not include customs fee and local taxes that could occur in the country of the recipient. Please inform yourself about customs regulation in your country and contact your local customs office. We don't control and cover these costs. In some cases, when your order goes through customs procedure, you may get information in notice form, with further instructions regarding paying customs fee in order finish delivery process. Please be aware of this notice and participation of customs service in delivery process. It also may affect on delay of your order. If you reject parcel and the reason is you don't want to pay customs fee, we will not accept this reason for refunding your account. By accepting Terms and conditions, you confirm that you will pay customs fee and all other costs connected with import procedure.
Where do you deliver to?
We are proud that HELENADIA provides WORLDWIDE shipping.
Order tracking
For most of the country’s carriers provide tracking number that we will email to you after sending your ordered items, so you can track shipping progress. In some cases, depending on destination country tracking number status may be late, so please be patient.
Delivery in Serbia
The delivery of the package is carried out by a courier service which is only possible on the territory of Serbia without Kosovo. The shipping cost is free of charge for all purchases in the total amount above RSD 6.000,00. For purchases below RSD 6.000,00 the shipping cost is paid according to official price list of company YU-PD Expresss d.o.o. Beograd. When you receive the package you need to sign an acknowledgment of receipt. Delivery is carried out via the DExpress courier service (YU-PD Express d.o.o.)
The deadline for delivery is at the latest 3 working days from the date when the product was purchased (weekends do not count).
The shipping cost is paid in cash to the courier when you have chosen the option of cash on delivery, with other options (card, e-banking or money order), the transport costs are calculated into the specification of costs.
Delivery is carried out from 8 am – 4 pm, you need to make sure that at the delivery date, which we will inform you of via an e-mail, a person will be at the designated address who can receive the package. In case your courier fails to find anyone at the designated address he/she will try to contact you via the telephone number you left in the order form. The delivery will be attempted twice, after which the product will be returned to HelenaDia, shop. In case you are not sure whether you will be at the delivery address at the time of delivery, we highly recommend that you leave an alternative address where the product can be delivered. In the field where you should leave your personal data you also have a comments field, please enter any notes. Still, please bear in mind that delivery is carried out via the courier service, therefore, a certain amount of flexibility should be present.
All products on HelenaDia webshop are handmade by our designers in our design studio, and all products goes through detailed quality control before they are delivered to our customers. All pictures of products are made by our HelenaDia photography team, external photographers, bloggers, influencers and our customers. Because all products are handmade and because of different styles of photo shooting and models, angles and light impact, products that you finally get may varying in small percent (up to 3% percent of total form, shape and content of materials used for production).
All payments will be made in the local currency of the Republic of Serbia - dinar (RSD). For informative display of prices in other currencies, exchange rates of 1€/115RSD and 1$/100RSD are used. The amount for which your payment card will be charged will be expressed in your local currency through conversion to the same at the exchange rate used by the card organizations, which cannot be known to us at the time of the transaction. As a result of this conversion there is a possibility of a slight difference from the original price listed on our website. Thank you for your understanding.
On behalf of HelenaDia, we undertake to protect the privacy of all our customers. We collect only necessary, basic data about customers/users and data necessary for business operations and informing users in accordance with good business practices and in order to provide quality service. We give customers choices including the ability to decide whether or not they want to be removed from mailing lists used for marketing campaigns. All user/customer data is strictly stored and is available only to employees who need the data to perform their work. All HelenaDia employees are responsible for respecting the principles of privacy protection.
When entering payment card data, confidential information is transmitted via a public network in a protected (encrypted) form using the SSL protocol and the PKI system, as the current state-of-the-art cryptographic technology. Data security during purchases is guaranteed by the payment card processor ChipCard a.d. Beograd, so the entire payment process is carried out on the ChipCard website. Payment card information is not available to our system at any moment.
In the case of returning goods and refunding funds to a customer who previously paid with one of the payment cards, partially or in full, and regardless of the reason for the return, HelenaDia is obliged to make the refund exclusively via VISA, EC/MC and Maestro payment methods.
Return policy
If for any reason you are not completely satisfied with your purchase, items in unused and original condition purchased from HELENADIA (https://www.helenadia.com), can be returned within 14 days of delivery date with original invoice by registered mail.
Sale items and items with discounted price are final. No returns will be accepted.
For return by email please follow described steps:
- Fill out the return form (you can download it here) and send it to with order number, invoice number, delivery date, and return reason to our email hello@helenadia.com.
- After analysis our team will reply on your request for return with return request status and further instructions you should follow. We will answer within 3 days after receiving email.
- If return request status is positive you can send purchased goods using your own preferred method of shipping (use one that can be tracked and insured). HELENADIA cannot repay the cost of shipping using this method. Address for returns will be provided to you in return instructions email (pervious step). Information about tracking number is required to be sent to our email hello@helenadia.com.
- All returns will be credited to the original form of payment. However, your original shipping cost is not refundable 20USD /15EUR). In case you have had free shipping discount code or you were eligible for free shipping based on order value, we will return to you original order amount minus original shipping costs ($20 or EUR15 for regular shipping, or 30EUR/35 USD for DHL shipping). In case you have reject to receive parcel, we have to cover transport costs in both directions, and in that case we will decrease refund amount for transport costs in 2 directions (regular or DHL).
- Returns will be processed within 5 business days of receipt of your item(s) by HELENADIA. You will receive an email notification once your return is processed. Please allow up to 3-5 additional business days for the funds to be credited to your account.
My HELENADIA items has arrived and is damaged/faulty. What should I do?
We are sorry to hear this and apologize. We video record packaging process for each order and we will check where and why items were damaged. Please contact our HELENADIA Customer Care Center at shop@helenadia.com for further assistance.
Communication via e-mail
When you visit the HelenaDia Internet shop or send us an e-mail, you are communicating with us electronically. By accepting the conditions you agree to communicate with us electronically. Our communication with you will be via e-mail or notifications which we will publish on our website.
Intellectual rights
The contents of this website such as pages, design elements (buttons, icons and similar), texts, photographs, logotypes, audio and software are the ownership of the HelenaDia Internet shop or its suppliers and they cannot be used without previously receiving consent from the HelenaDia Shop d.o.o. In case you believe that the content found on the HelenaDia website is yours and has been misused, please contact us so that we can establish intellectual rights. All information which is accessible on the Internet pages is exclusively informative, and as such cannot be used for commercial purposes or distributed to third parties.
Working hours
The working hours of the HelenaDia online shop is 00-24, 7 days a week. In case of technical problems or during regular maintenance the website might not be accessible for a short period of time which you will be informed of.
Changing (updating) data on the website
HelenaDia retains the right to be able to, at any time, and without any previous notification, change the data shown on any of the website’s pages. HelenaDia does not have the right to unilaterally change the conditions of use, and any eventual change shall be deemed invalid except in case both sides agree thereto in writing.
Other
If certain provisions of these Conditions of Use are partially or totally non-applicable or illegal, they will not influence the validity of the other provisions which shall remain in force in their entirety. Those provisions which are non-applicable or illegal will be replaced with other appropriate provisions. You hereby agree that your rights and obligations which arise from these Conditions of Use cannot be assigned to third parties without an explicit written agreement of the HelenaDia webshop.
We collect information from and about you.
We collect contact information. For example, we might collect your name and email address if you register on our site or signed up for email newsletters. We may also collect your phone number and mailing address if you make a purchase.
We collect demographic information. We may collect information like your gender and age. We may also collect your zip code. We might collect this when you engage with our websites, or contact us.
We DO NOT collect payment information. For example, we DO NOT collect your credit card number if you make a purchase.
We collect information you submit or post. For example, we collect product reviews and questions that you post on our site. We also collect information when you contact us.
We collect other information. If you use our website, we may collect information about the browser you're using. We might look at what site you came from, or what site you visit when you leave us. We collect this information using the tracking tools described below.
We get information about you from third parties. For example, our business partners may give us information about you. Social media platforms may also give us information about you.
We combine information. For example, we may combine information that we have collected offline with information we collect online. Or we may combine information we get from a third party with information we already have.
We use standard security measures. The Internet is not 100% secure. We cannot promise that your use of our sites will be completely safe. We encourage you to use caution when using the Internet. This includes not sharing your passwords and regularly using anti-virus software. We keep personal information as long as it is necessary or relevant for the practices described in this Policy. We also keep information as otherwise required by law.
Feel free to contact us if you have more questions.
If you have any questions about this Policy, please email us at privacy@helenadia.com.
