Shipping policy

Thank you for shopping with HELA ALYAS. As a professional online retail platform serving Australian customers, we adhere to standardized order processing and safe logistics management systems. Our core goal is to ensure all customer orders are professionally sorted, rigorously inspected and securely packaged, delivering every parcel in intact and usable condition within the estimated logistics cycle.

1. Order Processing Time

All confirmed and fully paid orders will undergo internal sorting, quality inspection and sealed packaging within 1 to 7 business days. Australian local weekends and national public holidays are excluded from working days and will not be counted in the order processing period.
During platform promotion cycles and shopping peak periods, surging order volume may lead to slight extensions of processing time. We will send real-time email reminders to all customers once obvious shipping delays occur, ensuring full transparency of order progress.

2. Shipping Rates and Delivery Estimates

Logistics shipping fees for all orders are calculated based on actual package weight, outer size and shipping region standards. The exact shipping cost will be automatically calculated and clearly displayed on the checkout page before order confirmation, with no hidden charges or additional fees.
Our standard shipping service provides an estimated delivery time of 15 business days for all conventional orders. All delivery timelines are only for reference. Actual delivery speed may be affected by logistics carrier scheduling adjustments, cross-border customs clearance efficiency, extreme weather, regional traffic restrictions and other objective uncontrollable factors.

3. Shipment Confirmation and Order Tracking

After your order is packaged and handed over to our official cooperative logistics carrier, you will receive an automated shipment confirmation email from our official service mailbox, which includes your exclusive tracking number and official tracking query entrance.
Logistics tracking data will not be updated synchronously immediately after shipment. Usually, complete and effective tracking information will be officially synchronized to the system and available for customer inquiry within 24 to 48 hours after the parcel is scanned by the logistics terminal.

4. Incorrect Address Disclaimer

Customers must fill in accurate, complete and valid recipient information including detailed delivery address, standard postal code and effective contact phone number during order placement. Please carefully verify all information before payment to avoid delivery anomalies.
HELA ALYAS will not bear any liability for misdelivery, delivery failure or parcel return losses caused by wrong, missing or invalid address information provided by customers. All secondary reshipping costs and logistics expenses arising from address errors shall be borne independently by the customer.

5. Lost or Damaged Packages

If your logistics parcel fails to be delivered within the estimated cycle and is confirmed lost during transit, please initiate a verification application to our customer service team within 2 calendar days after the expected delivery date. We will fully cooperate with logistics suppliers to investigate the cause of loss and provide reasonable after-sales solutions.
If you receive a parcel with damaged outer packaging or defective internal goods due to extrusion, collision or rough handling during transportation, please contact our support team within 24 hours after receipt. You need to provide original clear photos of the package appearance and damaged items for verification. Our team will complete the investigation and problem handling efficiently.

6. Product Care and Usage Notice

All products sold in our store are equipped with matched official usage specifications and daily maintenance guidelines. Customers shall use, operate and store products in strict accordance with the attached standard instructions to maintain stable product performance and normal service life.
HELA ALYAS does not undertake after-sales liability for product damage, functional failure or performance degradation caused by unauthorized disassembly, private modification, irregular operation, artificial damage and other improper usage behaviors that violate official regulations.

7. International Shipping and Customs Notice

For all cross-border international shipping orders, the destination country or region may levy import tariffs, customs clearance fees, inspection taxes and other related charges in accordance with local trade laws and customs management regulations.
All customs-related fees are the sole responsibility of the customer and are not included in the product unit price and shipping fees charged by our store. We will provide complete customs declaration documents to assist smooth clearance, but we are not responsible for parcel detention, delivery delays or return losses caused by customs policy adjustments and unpaid customer tariffs.

8. Contact Information

If you have any consultation, doubt or feedback about our shipping regulations, order logistics status and delivery-related after-sales issues, please contact our official customer service team through the following channels:
Trade Name: HELA ALYAS
Phone Number: +61 8 8292 2808
Email: service@dertech.shop
Physical Address: 668 Beams Road, Carseldine, QLD 4034, Australia