- Free shipping on orders over USD100.
- All shipments are dispatched within 24 business hours of ordering.
- International deliveries may be delayed due to customs processes.
- Should the product be out of stock, Helios will inform the customer by email or telephone as soon as the order is received and a full refund will be granted if Helios is in possession of the payment.
- To ensure safe delivery, the customer must properly fill in the delivery address, the mobile number and any specific instructions in the fields provided online.
- The customer will have to sign a delivery note acknowledging the delivery of the products.
- Depending on your country of residence your order may be subjected to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination Country. Buyers are responsible for all taxes and/or duties imposed by their country.
- All orders over the value of USD100 (or equivalent in South African Rand or in other currency) qualify for free delivery. Orders are shipped via DHL and typically take 1 to 4 working days depending on the provided valid address.
- Orders are dispatched within 24hrs, Monday to Friday. Orders received on a weekend will be dispatched on Monday. Orders are not shipped or delivered on weekends or holidays. Should there be a significant delay in the shipment of your order for reasons beyond our control, we will contact you via email or telephonically.
- Please note we ship to physical addresses only, work or home, please supply a delivery address where someone will be able to sign for receipt of your order.
- International orders are shipped at a flat rate of USD10 per order. Typically, delivery takes 1 to 4 working days depending on clearance of the destination country. International orders are DHL. Once your order has been shipped, we will forward you the tracking information.
- Please note that due to COVID-19 restrictions, international deliveries may be delayed. We will endeavor to ship your orders as quickly as legally possible. International delivery times vary depending on your country of residence.
Shipment confirmation & Order status
You will be notified via email once your order has been confirmed. You will also receive a second email once your order has been shipped along with your order tracking number. Please check your spam folder should you not hear from us after receiving confirmation of your order. Should you have any queries regarding the status of your order please email firstname.lastname@example.org or call on +230 58534056.
RETURN & EXCHANGE POLICY
- If you are not entirely satisfied with your purchase, we’re here to help.
- The actual items for return or exchange must be received by us within 30 days of your order. To exchange or return your order, the product needs to be sent back to our Helios head office at this address: Plastinax Austral LTD Mon Desir Alma, 80814, Saint-Pierre, Mauritius.
- The deadline for any exchange or return is 14 days from when the order was received.
- To be eligible for return or exchange, the product must not have been used and must be in its original box with the case and any label that accompanied it. Refunds will be processed within 14 days of receiving the returned item.
- The shipment cost will be assumed by the customer.
- Contact us at the e-mail address email@example.com or contact us on +230 58534056 to receive more instructions on how to handle a return.
*Items bought on sale and/or promotion are not eligible for exchanges.
DEFECTIVE PRODUCTS / DAMAGE AND ISSUES
- Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
- In case of defective products, you should contact firstname.lastname@example.org or send a message on +230 58534056 within 14 days of receiving your order and send us an image that shows the defect clearly, and we will try to verify that the product is really defective.
- If you have to send the product back to us, we will assume the shipping costs. Once it has been verified that the product in question is defective, the refund or exchange for the user concerned will take place.
- In case of repair, we will assess your repair once your frame is returned to us.
- If you receive a shipment that does not correspond to what you purchased, you should contact email@example.com or send a message on +230 58534056 within 14 days of receiving your item and send us an image showing everything that you received together with the respective references on its box and the payment and shipment vouchers. We will provide you with a solution once the content has been verified.
- If you have to send the product back to us, we will assume the shipping costs. Once it has been verified that there was a mistake in the shipment, the refund or exchange for the user concerned will take place.
- The product must not have been used and must be in its original box with the case and any label that accompanied it.
- We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
- To be eligible for a refund, the product must have been sent to our office within 14 days of when the order was received, it must not have been used, and must be in its original box with the case and any label that accompanied it.
- If your return is approved, a complete refund for the price of the merchandise will be issued within 7 working days and you will be notified of the transaction by e-mail.
- Once the refund has been issued, you can expect it to be in force within 5-10 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Sale items (if applicable)
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded unless they are defective or damaged by our error.
Late or missing refunds (if applicable)
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org or send a message on +230 58534056.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
- Manufacturing faults and defects in the Product shall be covered under this warranty for a period of 1 year from the date of order. If defective, Plastinax will, at its option, repair or replace the Product at no cost to the Product Owner or grant a refund.
- All claims must be submitted directly via online.
- Repairs not under warranty will be charged to and payable by the Product Owner.
- This warranty does not cover:
- scratches on lenses, damages caused by accidents, abuse, neglect, improper use or storage of the Product or unauthorized modifications to the Product. Click here to visit our sunglasses care section
- replacement of consumables and/or spare parts that need to be replaced because of normal use and/or wear and tear;
- negligent use, damage and/or misuse caused by the Product Owner and/or any other user of the Product after delivery by Plastinax;
- damage resulting from :
- intervention carried out by a third party not approved by Plastinax;
- accident, cyclones, lightening, fire, theft, burglary, fluctuation in electricity supply, floods and other calamities or events beyond the control of Plastinax, whether natural or otherwise;
- Contamination by an external organism or matter such as insects, dust or rust.
Should you break or damage your purchased sunglasses within 6 months from the date of purchase, you’re qualified for a 20% discount off the purchase price on a replacement pair. To take advantage of this discount, simply submit a photo of your sunglasses to email@example.com or send a message on +230 58534056. Upon receipt of your photo submission, we will start the process and replacement will be handled upon reception of your frame. You will receive your discount voucher code along with instructions.
Begin your returns process by getting in touch through the contact page on our website or email us firstname.lastname@example.org or contact us on +230 58534056.
*Proof of purchase required.
SECURE ONLINE PAYMENT
- We accept PayPal and Credit Cards (Visa and Master Card) as a mode of payment. All payments are secured by SSL (Secure Socket Layer).
- Helios processes payment through PEACH PAYMENT.
- When you choose an online payment option, your card information is securely processed through the payment gateway.
- Rest assured that your card is safely encrypted as it travels over the Internet.