Frequently Asked Questions

What are your opening hours and response times for inquiries?

Opening Hours

Monday to Thursday: 9:30 AM – 4:30 PM (UK Time)
Friday: 9:30 AM – 1:00 PM
Saturday, Sunday, and Bank Holidays: Closed

Phone Enquiry Hours:
Monday to Wednesday: 9:30 AM – 4:00 PM
(Closed between 1:00 PM – 2:00 PM)
For enquiries outside of these times, you can reach us at info@helion.co.uk. We aim to respond to all email enquiries within 2 working days.

Do you deliver to PO Box or BFPO addresses?

We regret that we are unable to deliver to PO Box addresses, British Forces Post Office (BFPO) addresses, or international military locations. If an order is sent to one of these addresses and delivery is unsuccessful, Helion cannot be held responsible. Please note that reshipping may incur an additional fee.

Stock Availability

We generally hold up to 5 copies of each title in stock. Orders exceeding this quantity may require additional copies to be sourced from our supplier, which can take up to 10 days. We will keep you informed should this apply to your order.

When can I expect to receive my order?

The estimated shipping time for your order will be provided at the time of purchase. However, we kindly request that you allow the following duration for delivery before inquiring about your order:

Inland UK: 5-7 working days

Overseas EU: 5-8 working days

Overseas ROW: 15-23 working days

I haven't received my order yet. What steps should I take?

UK Orders

Please be aware that our courier for UK orders does not operate on weekends or bank holidays. If your order has not arrived within 3-5 working days, please don't hesitate to reach out to us for assistance.

International Orders

For international deliveries, please allow up to a maximum of 6 weeks from the date of dispatch for your order to arrive, as delays can occur due to various reasons. However, if you have been notified of any issues with your order, please don't hesitate to contact us.

For information regarding potential delivery delays and disruptions in international countries, please visit the following link: https://www.whistl.co.uk/coronavirus-international-delivery-update

When I update the order to my country, it shows you are unable to deliver. What does this indicate?

Certain destinations are currently under embargo, indicating either a ban that prevents us from shipping to the country from the UK, or our inability to currently find a suitable carrier for that specific destination.

Does this site have a secure server for credit card transactions?

Our website uses SagePay (now Opayo), a leading payment gateway, for secure transactions. We adhere to the highest security standards, ensuring your online safety and privacy. We also accept PayPal, allowing you to pay via your account or a separate payment card, alongside the options provided by SagePay (Opayo).

What is your company's returns policy?

All customers purchasing physical goods (e.g. printed books) from Helion have a 14 day 'cooling-off' period in which you can change your mind (for any reason), cancel your order and then have a further 14 days to return the goods to us. The 'cooling-off' period starts the day after you receive the goods from us. Notification that you wish to cancel and return goods to us must be received via email, letter or fax; a phone call is not sufficient. When returning goods to us please obtain proof of posting or send via an insured method of shipping. We will issue a refund within 30 days of receiving your cancellation notice. We will not refund the cost of originally posting the item to you, nor that incurred by you in returning the item to us. We request that every care is taken in packaging the goods as well as possible so that they reach us in best condition.

Digital products (e.g eBooks) can no longer be cancelled once you have downloaded them, but can be cancelled in a similar way to physical goods (above) if they have not yet been downloaded.

Returning damaged items

Should you receive items from Helion which reach you in a damaged condition, please let us know as soon as possible after receipt and we will do our best to resolve the issue for you. You are entitled to return them for a full refund, or a like-for-like replacement.

What is a wish list?

The wish list facility allows you to add items to your basket but buy them at a later date. Alternatively, you can use it is a notepad to retain items you may want to refer to, but not buy.

Delivery to EU – VAT, Customs and other charges

Since 1st January 2021, the UK is no longer an EU member, and deliveries to EU countries are now subject to local non-EU purchase rules, similar to buying from the USA. 

As of 1st July 2021, the EU updated its VAT regulations to cover a broader range of purchases, including smaller items. Consequently, UK goods might be subject to VAT, Customs duties, and handling fees imposed by the buyer's country. These charges did not apply before and can result in longer delivery times due to Customs processing.

The EU's VAT One Stop Shop (OSS) aims to simplify VAT collection for non-EU sellers by allowing them to charge VAT based on the buyer’s country. However, this requires the seller to manage different VAT rates for each EU country and navigate other bureaucratic steps. An alternative is for UK sellers to work with an EU-based distributor, which could reduce external charges but still require the buyer to pay local VAT rates.

Helion is exploring both OSS and using an EU distributor, but there will be delays in implementation. Some UK sellers have stopped shipping to the EU altogether, but Helion will continue to serve EU customers. 

Additional Information for Customers:

Customs Delays: Be aware that Customs checks can cause delays in delivery times.
Additional Charges: Prepare for possible VAT, Customs duties, and handling fees, which will be applied by your country's postal or courier services.
Order Tracking: Keep an eye on your shipment's progress and be in touch with local Customs if there are delays or issues.
Refunds and Returns: Understand that returning items may also involve additional fees or complications due to Customs regulations.

Helion is committed to continuing service to the EU and advises customers to account for these factors when making purchases.