Unsuccessful Delivery

If your package cannot be delivered successfully and you do not respond to our contact within one month, it will be considered forfeited. Please note that courier companies will not hold a package for one month.

Damage During Unpacking

If you discover any damage during the unpacking process, please contact us within 7 days. Kindly provide required images or videos of the damage after receiving the package.

Exchanges and Returns

Due to the high cost of international shipping, we generally do not accept exchanges. If you still wish to return the product, please note that you will be responsible for all return shipping fees and any applicable customs tariffs. We recommend reviewing your order carefully before purchasing.

Compensation for Damaged Products

• Serious damage: Full refund

• Minor damage: 20% refund of the product price

To process a claim, please send:

• 4 clear images or 1 video (over 30 seconds) of the damaged products

• 2 images of the package and shipping label

Please send these to our customer service email: contact@helmsmancrystal.com. Refunds will be processed based on the severity of the damage shown in the images or video.

Missing Items

If any item is missing from your package, please contact us. We will issue a refund for the missing item and send a replacement free of charge.

Lost or Incorrect Items

• Lost package during transit: Full refund

• Wrong product sent: Full refund

Return Shipping Fees

• If the return is due to a consumer error, the consumer will be responsible for the return shipping fee, based on the courier service selected.

• If the return is due to damage or an error on our part, we will cover the return shipping costs.

Contact Us

For any questions or concerns, please contact us at:
Email: contact@helmsmancrystal.com
Response Time: Within 12 hours (working days)