General

We offer expedited shipping to most countries via DHL Express. Once your order is placed and confirmed we will start to process it. Orders will be processed and shipped between 9 am and 5 pm Monday through Friday. Kindly allow up to 7 business days for your order to dispatch for all in stock items and up to 14 days for pre-order items.

We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at the time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

Shipping Fees

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer excluding duties and customs which will be calculated at the destination of arrival for international orders. 

Returns

We will happily accept returns for exchanges due to change of mind as long as a request to return is received by us within 7 days of receipt of item and are returned to us in original packaging, unused and in re-sellable condition. Return shipping will be paid at the customers expense and will be required to arrange their own shipping. Once returns are received and accepted, exchanges will be processed. 

We will notify you once this has been completed through email. We recommend exchanging with an item of the same or higher value as we will not refund the value of the goods exchanged, if the new item bought is less costly.

Pre-order items cannot be returned for exchange or refund.

For refunds please check our Refund Policy.

Delivery Terms

Domestic shipments are in transit for 2 - 7 days for in stock items.

Orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the availability of the item you have purchased. We aim to dispatch your order as quickly as possible so you can enjoy your purchase as soon as possible.

Dispatch Time

Orders are usually dispatched within 5 business days of payment of order. Our store operates on Monday - Friday during standard business hours, except on national holidays at which time the store will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum. Pre-order items and customized items will require more time to prepare and ship.

Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. We ask that you email us within 24 hours of placing your order so that we can assist in address change requests. Any request sent after 24 hours cannot be guaranteed to be processed.

P.O. Box Shipping

We will not ship to P.O. box addresses using postal services only. We are unable to offer courier services to these locations.

Items Out Of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation and help track your package.

Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please keep the parcel and get in touch with our customer service.

Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website.

Import Duties & Taxes

Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and we encourage you to be aware of these potential costs before placing an order with us.

If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to us at the customer's expense, and the customer will not receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

Cancellations

If you change your mind before you have received your order, we are able to accept cancellations 24 hours after an order has been placed. If an order has already been dispatched, please refer to our refund policy.

For all customer service enquiries, please email us at info@ronihelou.com