Order Related
Can I change or cancel my order details?
We can cancel orders once they're ready to ship. However, once an order has been processed, we can't change any shipping information or cancel the order. We also can't add items after an order has been placed. If you'd like to change the shipping address for your order, please email contact@heliopaw.com to inquire about this possibility.
How long does delivery take, and how much will it cost?
International shipping costs will be calculated during checkout. We will do our best to dispatch your order promptly after you have placed it, according to the delivery option you selected. Dispatch is within 3-5 business days of placing the order, subject to availability.
What payment methods do you accept?
Purchases must be paid for via Paypal® or credit card. Please enter your credit card number, its expiry date and its card verification number at the checkout.
Does the price include taxes?
You choose the delivery option that works for you. However, taxes and duties are handled by individual governments based on your country’s policies. PAGERIE is not able to control or adjust for duty costs as these are on a country-by-country basis.
Are there any discount codes available?
Yes!
New customers receive 20% off their first order automatically, no code needed.
For your second purchase, you’ll find a 10% off discount code included in the thank-you card from your first order.
Please note that these discounts cannot be combined.
Shipping & Delivery
Do you offer international shipping?
We offer shipping worldwide.
Returns & Exchanges
What is your return policy?
Items must be returned within 7 days of purchase to be eligible for an exchange of equal value or store credit (valid for one year from the date of purchase). Unfortunately, we cannot accept returns beyond this timeframe.
You can easily submit a return request through our Returns & Exchanges Portal.
We accept returns and exchanges for reasons such as incorrect sizing or a change of mind. Returned items must be in brand-new condition, with original tags attached and packaging intact. Please include the original receipt (or a copy, if multiple items were purchased but only one is being returned).
For exchanges due to sizing or quality issues, we will reimburse your return shipping cost. Please note that shipping fees are non-refundable for returned items.
Product Information
How do I choose the right size and crystal?
We recommend measuring your dog or cat's neck before purchasing a collar and using the product's size guide and crystal guide to select the appropriate product.
Measure your puppy's neck with a tape measure, ensuring you have two fingers under the tape to ensure the collar is not too tight.
What materials are used in your products?
Certified by pet nutrition experts and CPSIA, Helio Paw pet collars are made from soft, odorless, eco-friendly leather. The crystals used are sourced from ethical suppliers and are completely safe for pets. Our philosophy is "natural, healthy, and stylish." Everything we do is to achieve our vision: to ensure that every pet enjoys a comfortable, healthy, and happy life, while looking stylish and elegant.
Does Helio Paw offer customisation services?
Yes, we are able to offer a select customisation service. To find out more, cutormazation service : please contact our VIP and couture consultant at contact@heliopaw.com