Shipping, Delivery, and Installation Policy – Helsy Store
At Helsy Store, we strive to provide our customers with a convenient and secure shopping experience through shipping, delivery, and installation services that meet the highest quality standards, covering all regions of Saudi Arabia.
1. Order Processing
- Our online store accepts orders around the clock (24/7).
- Orders are prepared and processed within 1–2 business days from the date of order confirmation.
- Official business hours are Saturday through Thursday, from 8:00 AM to 5:00 PM.
- Orders received outside business hours or during public holidays will begin processing on the next business day.
2. Delivery Time and Responsibility
- Delivery typically takes 2–5 business days after order preparation.
- Delivery times may vary depending on the city or region and the shipping company’s operating conditions.
- Deliveries are not made on Fridays or public holidays.
- Helsy Store is committed to following up with shipping companies to ensure orders reach customers on time. In the event of an exceptional delay, we will provide prompt updates on the order’s status and ensure its delivery.
3. Delivery Coverage
- Helsy Store provides delivery to all cities and regions of Saudi Arabia without exception.
4. Free Shipping
- Helsy Store offers free shipping to all cities and regions of Saudi Arabia.
- No additional shipping fees apply to orders covered by the free shipping service.
- Helsy Store reserves the right to amend its free shipping offers or conditions in the future. Any changes will be clearly published in this policy on the website in advance.
5. Free Installation Service
- Helsy Store offers free installation for eligible products in the following locations: Riyadh, Jeddah, Makkah, Madinah, the Eastern Province, and Al-Qassim.
- This includes delivery and installation at no additional cost for products covered by the service.
- After order confirmation, our customer service or installation team will contact you within 1–2 business days to arrange a suitable installation appointment.
6. Cash on Delivery
- Helsy Store offers cash on delivery for eligible orders in the following locations: Riyadh, Jeddah, Makkah, Madinah, the Eastern Province, and Al-Qassim. The full order amount is collected upon delivery or after installation is completed for orders that include installation.
To use this service, customers must:
- Provide a valid mobile number and be available to receive calls.
- Confirm the delivery or installation appointment with our team in advance.
- Have the full order amount ready upon delivery.
- Be present at the delivery or installation location at the scheduled time.
7. Order Tracking
- Once the order has been shipped, the customer will receive a shipment tracking number and shipping company details, along with shipment status updates via SMS or email to track its progress.
8. Products Damaged or Lost During Shipping
- Helsy Store carefully inspects and packages 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 the shipping company. If a product is damaged or lost during transit or delivery, the shipping company bears responsibility in accordance with its approved policies and procedures. The store remains committed to following up on the claim until the customer is compensated.
- Customers are requested to inspect the shipment upon delivery. If there is visible damage or any missing contents, customers must notify the shipping company immediately and inform Helsy Store within 48 hours of receipt, attaching clear photos showing the condition of the shipment and product so that the claim can be followed up and the issue resolved as quickly as possible.
9. Product Availability
- All products displayed in the store are in stock and ready for immediate shipping and installation. In the rare event that a technical error results in a product being unavailable after an order is placed, the customer is entitled to cancel the order immediately and receive a full refund, without any deductions, to the original payment card.
10. Order Cancellation or Refusal of Delivery
- If a customer wishes to cancel an order after it has been shipped and dispatched with the delivery representative, or refuses to accept the shipment when there is no product defect, the order will be canceled. A fixed additional shipping fee of SAR 50 will be deducted, and the remaining amount will be refunded to the customer’s account.
11. Customer Responsibility for Delivery Information
- Customers must provide accurate and complete shipping information, including their full name, a valid mobile number, and their National Address or a detailed delivery address. Helsy Store is not responsible for delivery delays or failed deliveries resulting from incorrect or incomplete information. A reshipping fee may apply if the order needs to be sent again.
12. Customer Responsibility During Installation
To ensure installation is completed correctly and safely, customers must:
- Provide a suitable and safe installation location.
- Ensure the location is ready before the installation team arrives.
- Provide a suitable water supply and a functioning power supply where required.
- Ensure the installation team can access the location at the scheduled time.
- Remove any obstacles that may prevent installation.
The installation appointment may be rescheduled if the location is not ready or the customer is absent at the agreed time. Helsy Store is not responsible for any resulting delays.
Contact and Support
Customer Service: +966508830308
Email: [email protected]
