Policies

Shipping and Delivery Policy

1.1Delivery Areas

Helova currently delivers to supported locations throughout the Kurdistan Region and the Republic of Iraq.

Delivery availability depends on courier coverage, location accessibility and the delivery options shown during checkout.

Orders to locations outside Iraq may be accepted only where international or regional delivery is clearly available during checkout or separately confirmed by Helova.

Submitting an order for an unsupported location does not guarantee that the order can be delivered.

1.2Order Processing

Orders are normally prepared within one to two business days after:

• the order is successfully submitted
• payment is confirmed where advance payment is required
• the customer’s contact and delivery information is verified; and
• the ordered products are confirmed as available.

Cash-on-delivery orders may require confirmation by telephone, message or another official contact method before dispatch.

Orders placed during weekends, public holidays, promotional campaigns or unusually busy periods may require additional processing time.

1.3Order Confirmation

After an order is placed, the customer may receive an order confirmation by email, text message, telephone or another available communication method.

The customer is responsible for reviewing the order summary and confirming that the following information is correct:

• customer name
• telephone number
• delivery address
• selected products
• colours, sizes and variations
• quantities
• delivery method
• payment method; and
• total price.

Customers should contact Helova through the Contact page as soon as possible if any information needs to be corrected.

Changes cannot be guaranteed after an order has been packed or dispatched.

1.4Estimated Delivery Times

Delivery estimates begin after the order has been dispatched.

Duhok and nearby supported areas

Delivery usually takes approximately one to three business days.

Erbil, Sulaymaniyah and other Kurdistan Region locations

Delivery usually takes approximately two to four business days.

Baghdad and other supported Iraqi governorates

Delivery usually takes approximately three to seven business days.

Remote or restricted-delivery locations

Delivery may require additional time depending on road access, courier coverage, security conditions, weather, public holidays and local service availability.

These timeframes are estimates and are not guaranteed appointment times.

1.5Delivery Charges

Delivery charges are displayed during checkout or communicated to the customer before the order is confirmed.

Charges may vary according to:

• city or governorate
• courier service
• distance
• parcel size or weight
• cash-on-delivery availability
• promotional delivery offers; and
• international or cross-border requirements.

The total amount payable will be shown or communicated before the customer confirms the order.

1.6Delivery Information

Customers must provide complete and accurate delivery information, including where applicable:

• full name
• active telephone number
• governorate
• city or town
• district, neighbourhood or quarter
• street or nearby landmark
• building, house, apartment or floor number; and
• additional instructions needed by the courier.

Helova is not responsible for delays, failed delivery or additional delivery charges caused by incorrect, incomplete or outdated information supplied by the customer.

1.7Courier Contact

The courier may contact the customer before or upon arrival.

Customers should keep their telephone available during the expected delivery period.

Where possible, the courier may make more than one reasonable delivery attempt. However, this depends on the courier and location.

A parcel may be returned to Helova when:

• the customer repeatedly does not answer
• the delivery address cannot be located
• the customer repeatedly postpones delivery
• the customer refuses a confirmed order without an accepted reason
• the customer is unavailable for an extended period; or
• payment is unavailable for a cash-on-delivery order.

A new delivery charge may apply if the customer asks for the parcel to be sent again.

1.8Cash-on-Delivery Refusals

Customers should place a cash-on-delivery order only when they genuinely intend to receive and pay for it.

Repeated refusal of confirmed orders, repeated failed delivery attempts or misuse of cash on delivery may result in:

• cancellation of future cash-on-delivery orders
• advance payment being required
• restrictions on the customer’s account; or
• refusal of future orders where reasonably necessary.

1.9Inspecting the Parcel

Customers should inspect the external condition of the parcel when it arrives.

If the parcel appears seriously damaged, opened, wet or tampered with, the customer should:

• photograph the parcel before opening it
• notify the courier where reasonably possible; and
• contact Helova through the Contact page as soon as possible.

The courier may not be able to wait while every product is opened, tested or assembled.

1.10Delayed Orders

Delivery may be delayed because of circumstances including:

• public holidays
• high seasonal demand
• severe weather
• road closures
• courier disruptions
• security restrictions
• inaccurate customer information
• customs procedures
• government action; or
• events outside Helova’s reasonable control.

When an order has not arrived within the estimated timeframe, the customer should contact Helova through the Contact page.

Helova will investigate the delivery status with the courier and provide an update where possible.

1.11Missing Orders

An order will not normally be treated as lost until Helova and the courier have completed a reasonable delivery investigation.

Where the courier confirms that a prepaid order has been lost, Helova may offer:

• a replacement
• store credit with the customer’s agreement; or
• a refund.

1.12Receiving an Order on Behalf of the Customer

A parcel may be treated as successfully delivered when received by:

• the customer
• a family or household member
• a person authorised by the customer
• workplace or building reception
• building security; or
• another person or location specifically requested by the customer.

Customers should not request delivery to a person or location they do not trust.

1.13International and Middle East Delivery

Regional or international delivery is available only when clearly offered or confirmed by Helova.

International customers may be responsible for:

• customs duties
• import taxes
• local clearance fees
• customs documentation
• government charges; and
• fees imposed by the destination country.

Unless checkout clearly states otherwise, these charges are not included in the product or delivery price.

Helova is not responsible for customs delays or a customer’s failure to complete required customs procedures.