Support

For product manuals, installation instructions and troubleshooting, please see our knowledgebase.

PO Boxes – Unfortunately we can’t ship to PO Boxes or Parcel Lockers.

Fulfilment – Orders are usually fulfilled within 1-2 days of being received.

Delivery time – Orders take around 5-21 days to arrive. Your delivery time will be different depending on where in the world you are.

Tracking – We’ll send you a tracking number by email when your order ships, the tracking information will give you an estimate of when your order will be delivered.

Cancel an order – Please submit a ticket as soon as possible if you want to cancel an order. If the order has already been fulfilled we cannot cancel the order.

Insurance – Your order is insured, so when you receive your item please inspect it for any possible damage. If you have a problem, please submit a ticket below and our team will help you.

GST – Orders shipped to Australia are subject to Goods and Services Tax (GST). GST is included in the prices displayed on the website to Australian customers, and indicated at checkout. 

Taxes and Customs – Duties, taxes, and any other import costs are not prepaid by Heliograf. You are responsible for all import duties and taxes levied by the country your order has been shipped to. We take no responsibility for products returned to us by customs.

We accept returns on items purchased through our website. Returns must be requested within 7 days of delivery. Products must be returned in the original packaging and outer shipping packaging, free from damage and marks and without any signs of use.

Unfortunately because we’re a small company we are unable to offer free returns. You will be responsible for shipping costs and the product’s condition until it is received by us. We recommend you insure your shipment as products damaged during return shipping will not be accepted.

Refunds can take up to 21 days to be processed from the day we receive the items and accept your return.

To arrange a return, please submit a ticket using the form on this page. We may ask you a few questions and might ask for some photos of the product to confirm its condition. We will then give you the return address and a return authorisation number that you must include with the product.

We take full payment for pre-orders at the time of ordering. You will receive an email letting you know when your order is expected to ship.

Shipping dates are an estimate only and subject to change, but we do our best to let you know of delays.

Pre-orders may be cancelled up to 10 days after ordering for a full refund. Please submit a ticket as soon as possible if you want to cancel an order.

Our warranty covers defects in materials and workmanship for one year. Please read our terms and conditions for for the full warranty.

It is our intention to provide beautiful products which are durable and high quality. Products may contain minor imperfections in natural materials (e.g. wood, glass, paper) that do not adversely affect function or appearance – for example small bubbles in the glass – and are not considered defects under the warranty.

Sometimes we need to make changes to our products to comply with laws and regulations or to enhance manufacturing and durability. This means some aspects of the Product (like colour, weight, dimensions and surface finish) may vary in a minor way from the specifications and images on the Website. If you need confirmation of dimensions or colours, please contact us before ordering.

If you’re having trouble with a product, please first visit our knowledgebase and see troubleshooting information for your product. 

If you’d like to organise a return under warranty, please submit a ticket below. 

Submit a support ticket