FAQ

Frequently Asked Questions

ORDERS AND DELIVERY

Where do you deliver?

We currently deliver to addresses in the United Kingdom.

Is delivery free?

Standard delivery to UK addresses is currently free. Any alternative paid option will be shown before you place your order.

Where is my order sent from?

Helo Beauty works with international fulfilment partners. Products may be dispatched directly from an overseas warehouse or supplier.

How long does delivery take?

Most orders are prepared for dispatch within 1–3 business days. International transit times vary and are not guaranteed. Please allow up to 30 calendar days unless a different timeframe is agreed with you.

Can I track my order?

Where tracking is available, we email the tracking link after dispatch. It may take a short time for the carrier to show the first update.

Could I be charged import fees?

Possibly. Import VAT, customs duties or carrier charges can apply where they are not collected at checkout. Please read our Shipping Policy before ordering.

RETURNS AND REFUNDS

Can I change my mind?

Consumers can normally notify us of cancellation within 14 days after delivery. Return conditions, exclusions and instructions are explained in our Refund and Returns Policy. Contact us before sending anything back.

What if my item is damaged, faulty or incorrect?

Email contact.helobeauty@gmail.com with your order number, a description and photographs where relevant. We will provide the appropriate next steps. Reporting transport damage promptly helps us investigate but does not remove your statutory rights.

Do you offer a 90-day trial or three-year warranty?

No. We previously displayed promotional guarantee wording that was not supported by the current supplier terms, so it has been removed. Your statutory cancellation and faulty-goods rights remain in place.

THE LED MASK

What technology does the mask use?

The Helo Beauty mask is a cosmetic LED beauty device with seven colour modes and four intensity levels. It includes an LED face mask, LED neck attachment, digital controller and UK power adapter.

Does it include microcurrent?

We do not currently advertise or guarantee a microcurrent function because the supplier documentation available to us does not substantiate it.

Is it a medical device?

No. It is a cosmetic beauty device and is not intended to diagnose, treat, cure or prevent any medical condition.

What results should I expect?

Results vary from person to person. We do not promise a clinical outcome or a result within a fixed number of days. Use the device only as directed in the supplied instructions.

Who should seek advice before use?

If you have a medical or skin condition, take photosensitising medication, are pregnant, have epilepsy or use an electronic medical implant, seek advice from a qualified healthcare professional before using an LED beauty device.

What plug is included?

The product version sold for UK delivery includes a UK power adapter.

What is included?

The product listing includes the LED face mask, LED neck attachment, digital controller, UK power adapter and gift box.

PAYMENT AND SUPPORT

What payment methods do you accept?

Available card and accelerated payment methods are displayed securely at checkout. Card payments are processed by third-party payment providers.

How do I contact you?

Email contact.helobeauty@gmail.com. We normally reply within 1–2 business days. Include your order number for order-related enquiries.