HELP & SUPPORT
Frequently Asked Questions
Find clear answers about Helova orders, delivery, returns, product care, hygiene, materials and future beauty products. For assistance with a specific order, please visit our Contact page.
Orders and Payments
Ordering, payment confirmation and account security.
How do I place an order?
Browse the Helova collection, select the required colour, size or variation, add the product to your cart and continue to checkout. Review your products, quantities, delivery details, payment method and total before confirming the order.
Which currency does Helova use?
Prices are primarily displayed and charged in Iraqi dinars (IQD). Where another currency is available, the final currency and total shown during checkout will apply.
Which payment methods are available?
Available payment methods may include cash on delivery, supported online payments, digital wallets or Wayl checkout. Only the methods displayed during checkout are available for that order.
See the Payments Policy for complete payment information.
Can I change or cancel my order?
Contact Helova as soon as possible through the Contact page. Changes or cancellations may be possible before the order has been packed or dispatched, but they cannot be guaranteed afterward.
Why has my order not been confirmed?
An order may require payment confirmation, stock verification or confirmation of the customer’s telephone number and delivery address. Cash-on-delivery orders may also require contact before dispatch.
What should I do if an online payment is pending or unsuccessful?
Do not repeatedly submit the same payment. Check your payment account first, then contact Helova with the order number and transaction reference. Hide all sensitive card or account information before sending proof of payment.
Does Helova keep my card information?
Helova does not intentionally collect or store full card numbers, card security codes, online-banking passwords or one-time payment passwords. Online payments are processed through the payment provider’s secure checkout environment.
Shipping and Delivery
Coverage, delivery estimates, fees and courier contact.
Where does Helova deliver?
Helova delivers to supported locations throughout the Kurdistan Region and the Republic of Iraq. Availability depends on courier coverage and the delivery options offered during checkout.
How long does delivery take?
Delivery estimates begin after dispatch. Duhok and nearby supported areas usually take approximately one to three business days. Erbil, Sulaymaniyah and other Kurdistan Region locations usually take approximately two to four business days. Baghdad and other supported Iraqi governorates usually take approximately three to seven business days.
Remote or restricted-delivery locations may require additional time because of courier coverage, road access, weather, security conditions or public holidays. These timeframes are estimates rather than guaranteed appointment times.
How much does delivery cost?
The delivery charge is shown during checkout or confirmed before the order is completed. It may vary according to the destination, courier coverage, parcel size, payment method and available promotions.
How will the courier find my address?
Provide your governorate, city, neighbourhood, street, nearby landmark, building or house information and an active telephone number. Complete and accurate information helps avoid delivery delays.
Will the courier contact me?
The courier may telephone or message you before or upon arrival. Keep the telephone number registered with the order available during the expected delivery period.
What happens if I miss the delivery?
The courier may make another reasonable attempt where the service allows it. Repeated missed calls, postponements or an incorrect address may cause the parcel to be returned. A new delivery fee may apply if it is sent again.
What should I do if my parcel arrives damaged or opened?
Photograph the parcel before opening it, notify the courier where reasonably possible and contact Helova through the Contact page as soon as possible.
Can Helova deliver outside Iraq?
International or Middle East delivery is available only when it is offered during checkout or confirmed by Helova. The customer may be responsible for customs duties, import taxes and local clearance charges.
See the complete Shipping Policy for further details.
Returns and Exchanges
Eligibility, hygiene exclusions, exchanges and refunds.
What is Helova’s return period?
Eligible products may be returned within seven calendar days of delivery, subject to the conditions in Helova’s Returns, Exchanges and Refunds Policy.
What condition must a returned product be in?
The product must be unused, unworn, unwashed, undamaged and free from makeup, stains, hair, odours or other signs of use. Original packaging, accessories, tags and hygiene seals must remain complete.
Can opened beauty or personal-care products be returned?
For hygiene and customer safety, opened or used personal-care products are not normally eligible for change-of-mind returns. This includes products that directly contact the face, skin, eyes, lips or hair.
This restriction does not apply when a product arrives damaged, defective, incorrect, unsafe or materially different from its description.
Which products are considered hygiene-sensitive?
Depending on the collection, hygiene-sensitive products may include cosmetics, skincare, lip products, makeup brushes, sponges, puffs, makeup-remover pads, facial tools, cleansing brushes, eye masks, pillowcases, robes, sleep sets, hairbands, curlers and scrunchies.
What should I do if an item is damaged, defective or incorrect?
Contact Helova through the Contact page within 48 hours where reasonably possible. Include the order number, a clear explanation and photographs or video of the product, parcel and delivery label.
Who pays the return delivery fee?
Helova covers reasonable return costs when a verified problem was caused by Helova or the product was defective at delivery. For an eligible change-of-mind return or customer-requested exchange, the customer normally pays collection and redelivery costs.
How are refunds issued?
Approved online-payment refunds are normally returned through the original payment method. Cash-on-delivery refunds may be made through an agreed bank account, digital wallet or another suitable method.
Can I exchange a colour or size?
An eligible unused product may be exchanged within the return period, subject to availability and hygiene restrictions. The customer may be responsible for collection, redelivery and any price difference.
Review the complete Returns Policy before starting a request.
Products and Materials
Product types, verified materials, colours and included pieces.
What types of products does Helova offer?
Helova’s growing collection includes satin sleep essentials, beauty tools, hair accessories, makeup accessories, reusable beauty products, travel accessories, organisers, self-care products and thoughtfully prepared gifts. Future collections may include genuine silk products, skincare and cosmetics.
Are all Helova products made from genuine silk?
No. Helova sells different product types and materials. A product is described as genuine silk only when the individual product page specifically confirms its silk type and material composition.
Products described as satin may be made from a satin-weave textile and should not automatically be described as silk. Always check the individual product description and care label.
How can I confirm a product’s material?
Read the Materials, Product Details or Specifications section on the individual product page. You may also contact Helova before ordering when more information is required.
Are product colours exactly the same as the photographs?
Helova aims to represent colours accurately. Small differences may occur because of screen settings, lighting, fabric texture, reflective satin surfaces, natural materials and production-batch variations.
Are the styling products shown in photographs included?
Only the products and components listed in the product description or “What’s Included” section are included. Decorative objects used for photography may not form part of the purchase.
Why does my natural-stone beauty tool look slightly different?
Natural materials may vary in shade, pattern, transparency, veining and texture. These natural differences are not normally manufacturing defects.
Where can I find product dimensions and contents?
Dimensions, quantities, included pieces and available variations are listed on the relevant product page when confirmed. Contact Helova before ordering if a required specification is not shown.
Silk and Satin Care
Practical care guidance for delicate fabrics and sleep accessories.
What is the difference between silk and satin?
Silk is a natural fibre. Satin describes a smooth weave or fabric finish and may be produced using different fibres. Helova identifies a product as genuine silk only when its verified material composition supports that description.
How should I care for genuine silk products?
Always follow the individual care label. Unless the product instructions state otherwise, genuine silk normally requires gentle hand washing or a suitable delicate cycle, cool water, mild silk-safe detergent and air drying away from direct heat and sunlight.
How should I wash Helova satin products?
Follow the care label supplied with the product. In general, use a gentle wash, cool water and mild detergent. Avoid bleach, harsh chemicals, excessive heat and rough surfaces. Air drying is preferable where indicated.
Can I iron silk or satin products?
Follow the product’s care label. Where ironing is permitted, use a low-temperature setting and protect the fabric with a clean cloth. Excessive heat may permanently damage delicate fibres and finishes.
Why can satin or silk snag?
Smooth, delicate materials may catch on jewellery, rough nails, zippers or abrasive surfaces. Handle them carefully and store them away from sharp objects.
How should sleep products be stored?
Store clean, completely dry products in a cool and dry place away from direct sunlight, moisture, excessive heat and sharp objects.
See Product Care for additional guidance. Individual product care labels always take priority.
Hygiene and Product Safety
Cleaning, sharing, replacement and responsible product use.
Are Helova products hygienically packaged?
Helova aims to provide products in clean, protective packaging appropriate to the item. Packaging should not be treated as sterile, medical-grade or clinically tested unless the individual product information specifically confirms that claim.
Should I clean beauty tools before first use?
Reusable brushes, sponges, facial tools, hair accessories and makeup-remover products should be cleaned before first use where suitable, following the product instructions.
How often should I clean reusable beauty products?
Clean products after use or as directed on the individual product page. Allow reusable items to dry completely before storage to help reduce moisture and product buildup.
Can I share makeup and facial tools?
Products that directly contact the face, eyes, lips or skin should not be shared unless they can be safely and thoroughly cleaned between users.
When should I replace a reusable beauty tool?
Replace it when it becomes damaged, heavily worn, difficult to clean, misshapen, develops a lasting odour or can no longer be used hygienically.
What should I do if a product causes irritation?
Stop using the product and seek appropriate professional advice when necessary. Contact Helova if the reaction may relate to a damaged, contaminated or incorrectly supplied product.
Are Helova products suitable for children?
Unless a product page specifically states otherwise, Helova beauty and self-care products are intended for adult or appropriately supervised use. Keep small parts, cosmetics, packaging and electrical products away from young children.
Cosmetics and Skincare
General guidance for future Helova cosmetic and skincare collections.
Will Helova provide full ingredient lists?
When Helova cosmetics or skincare become available, the product page should display or reproduce the ingredient information provided on the approved product packaging. Review the complete list before purchasing or using a product.
Should I patch test a new cosmetic or skincare product?
A patch test may be appropriate before first use, especially for customers with sensitive skin. Follow the individual product instructions and discontinue use if irritation occurs.
Are Helova cosmetics suitable for sensitive skin?
Skin responses vary between individuals. Helova will not describe a product as hypoallergenic, dermatologically tested, non-comedogenic or suitable for sensitive skin unless reliable product documentation supports the claim.
Review the ingredients and seek suitable professional advice for known sensitivities or medical concerns.
Can I use Helova cosmetics during pregnancy or breastfeeding?
Customers who are pregnant, breastfeeding, receiving medical treatment or concerned about a particular ingredient should consult a qualified healthcare professional before use. Helova cannot provide individual medical advice.
Where can I find the expiry date?
Where applicable, expiry dates, batch information or period-after-opening symbols will be shown on the product or packaging. Do not use a product beyond the stated period or when its smell, colour, texture or packaging changes unexpectedly.
How should cosmetics be stored?
Follow the packaging instructions. In general, store cosmetics in a clean, dry place away from direct sunlight, excessive heat, freezing temperatures and contamination. Do not leave them inside a hot vehicle.
Are Helova cosmetics authentic?
Products sold through helova.co and Helova’s verified sales channels are sourced or produced for sale by Helova. Manufacturing origin, authorisation or certification details will be stated only when supporting documents are available.
Do Helova products treat medical conditions?
No cosmetic or beauty-accessory description should claim to diagnose, treat, cure or prevent a disease unless the product is lawfully authorised for that purpose and the claim is supported by proper evidence.
What should I do if a cosmetic enters my eyes or causes a reaction?
Stop use, follow the product’s safety instructions and seek appropriate medical assistance where needed. Contact Helova through the Contact page to report a suspected product issue.
Contact and Support
Official contact channels and information to include with an enquiry.
How can I contact Helova?
Visit the Contact page on helova.co for Helova’s current official email addresses, telephone numbers and available support methods.
What information should I include with an order enquiry?
Include the customer name, order number, telephone number used for the order and a clear explanation of the request. Add photographs or video when reporting damage, defects or incorrect products.
How quickly will Helova respond?
Helova aims to acknowledge formal complaints within two business days and provide a meaningful response as soon as reasonably possible. General enquiry response times may vary according to business days and demand.
How can I identify an official Helova account?
Treat only contact details published on helova.co or Helova’s verified social-media accounts as official.
Will Helova ask for my payment password?
No. Helova will never request a full card number, card security code, online-banking password, digital-wallet password or one-time payment password through email, telephone, messaging, social media or the Contact page.