Shipping, Delivery and Installation Policy - Helsy Store
At Helsy Store , we are committed to providing a convenient and secure shopping experience for our customers through shipping, delivery and installation services according to the highest quality standards, with coverage of all regions of the Kingdom of Saudi Arabia.
First: Preparing the orders
- The store is available to receive online purchase orders 24/7.
- Orders are prepared and processed within 1 to 2 working days from the date of order confirmation.
- Official working days are from Saturday to Thursday, from 8:00 AM to 5:00 PM.
- Orders received outside of working hours or during public holidays will begin to be processed on the next working day.
Second: Delivery time and responsibility
- Delivery usually takes 2 to 5 business days after the order is processed.
- Delivery time may vary depending on the city or region and the shipping company's operating conditions.
- No deliveries on Fridays or public holidays.
- Helsy Store is committed to tracking the shipment with shipping companies to ensure it is delivered to the customer on time. In the event of any exceptional delay, the customer is provided with immediate updates on the order status and guaranteed delivery.
Third: Delivery areas
- Helsy Store provides delivery service to all cities and regions of the Kingdom of Saudi Arabia without exception.
Fourth: Free shipping
- Helsy Store offers free shipping to all cities and regions of the Kingdom of Saudi Arabia.
- No additional shipping charges are applied to orders covered by the free shipping service.
- Helsy Store reserves the right to modify its free shipping offers or terms in the future, with the policy being updated on the website transparently in advance.
Fifth: Free installation service
- Helsy Store provides free installation service for eligible products within the following cities: (Riyadh, Jeddah, Makkah, Madinah, Eastern Province, Qassim).
- This includes delivery and installation at no additional charge for products covered by the service.
- After order confirmation, the customer service or installation team will contact you within 1 to 2 business days to schedule a convenient installation appointment.
Sixth: Cash on delivery
- Helsy Store offers cash on delivery for eligible orders within the following cities: Riyadh, Jeddah, Mecca, Medina, the Eastern Province, and Qassim. The full order amount is collected upon delivery or after installation by our installation service.
- The following conditions apply to using the service:
- Provide a valid and available mobile number for communication.
- Confirm the delivery or installation date in advance with the team.
- The full value of the order will be provided upon receipt.
- Being present at the delivery or installation site at the scheduled time.
Seventh: Tracking Orders
- After the order is shipped, the customer will be provided with a shipment tracking number and shipping company information, as well as shipment status updates via text message or email for direct tracking.
Eighth: Products damaged or lost during shipping
- Helsy Store takes care to inspect and carefully package all products before handing them over to the shipping company to ensure they leave in good condition.
- Once the shipping company receives the order, responsibility for transportation and delivery transfers to them. If the product is damaged or lost during transit or delivery, the shipping company is responsible according to its policies and procedures, while the store is committed to following up on the matter until the customer is compensated.
- The customer is requested to inspect the shipment upon receipt. If there is visible damage or a shortage of contents, the shipping company must be notified immediately, and Helsy Store must be informed within 48 hours of the date of receipt, with clear photos attached showing the condition of the shipment and product, in order to follow up on the claim and resolve the problem as quickly as possible.
Ninth: Products are available in stock
- All products displayed in the store are available and ready for immediate shipping and installation. In the rare event of a technical error resulting in the unavailability of a product after ordering, the customer is entitled to cancel the order immediately and receive a full refund, without any deductions, to the original payment card.
Tenth: Cancel the order or refuse delivery
- If the customer wishes to cancel the order after it has been shipped and left with the delivery representative, or if the customer refuses to receive the shipment without there being a defect in the product, the order will be canceled and a fixed additional shipping fee of 50 Saudi Riyals will be deducted, and the remaining amount will be returned to the customer’s account.
Eleventh: The customer is responsible for delivery information.
- The customer is responsible for providing accurate and complete shipping information, including: (full name, correct mobile number, national address or detailed delivery address). Helsy Store accepts no responsibility for delivery delays or failures resulting from incorrect or incomplete information, and a reshipping fee may apply if the order is reshipped.
Twelfth: Customer responsibility during installation
- To ensure the installation process is completed correctly and safely, the customer agrees to the following:
- Provide a suitable and safe location for installation.
- Make sure the site is ready before the installation team arrives.
- Provide a reliable water supply and a working electricity supply when needed.
- Ensuring the installation team can reach the site on time.
- Remove any obstacles that may prevent the installation process from being carried out.
- The installation appointment may be rescheduled if the site is not ready or the customer does not attend at the agreed time, and Helsy Store shall not be held responsible for any resulting delay.
For inquiries and support: Customer Service: +966508830308 | Email: [email protected]
