FAQs

DELIVERY AND SHIPPING

COUNTRIES DO YOU SHIP TO?

Currently we ship in the UK and USA only however we will ship all over the world, except for Russia, Belarus, Pakistan and Turkey from September 2024.

WHAT ARE THE DELIVERY METHODS AND TIMES?

We use the DHL Express service for all deliveries our shipments are made with delivery against signature to avoid thefts in the mailboxes.

If you are not present on the day of delivery, you will be able to choose different delivery options on the DHL.com website, such as delivery at a later date, a drop-off at a relay point, a drop-off in a safe place, or the possibility of giving the package to a third party.

IS DELIVERY FREE?

In the United Kingdom and the USA shipping is free for items under £80 or $100 USD. Items over £80 or $100 USD a fee of £25 or $32 delivery is added at the check out purchase.

DO I HAVE TO PAY DUTIES AND TAXES UPON DELIVERY OF MY ORDER?

In the UK & USA , VAT and local taxes are included in the price of your order at the check out.

In the European Union, taxes and customs fees are not included. You may be subject to local duty/import taxes, if they apply. These taxes will be claimed on behalf of local customs by our DHL carrier prior to delivery. Unfortunately, we are unable to advise you of the amount of these charges in advance and advise you to contact the duty services in your country to obtain an estimated duty amount and the base rate of VAT. If the taxes and customs fees are not paid, your order will be returned to us.

HOW CAN I TRACK MY PACKAGE?

To track your package, go to our order tracking page and enter your order number and email address.

WHAT IF I WANT TO CHANGE MY DELIVERY ADDRESS?

If you wish to modify the delivery address you provided when you placed your order, contact us directly from our contact page or by phone at Tel: +(44) 19 2391 0198

WHAT SHOULD I DO IF I HAVE A DELIVERY PROBLEM?

For any delivery problem with your order, please contact us directly from our contact page or by phone at tel: +(44) 19 2391 0198 will make the necessary arrangements with the carrier and will do everything possible to ensure that your package arrives correctly at its destination.

RETURNS AND EXCHANGES

HOW DO I MAKE A RETURN?

As of the reception of your articles, you have a 14 days deadline to contact us and carry out a request for return. To do so, go to our contact page where you will be able to fill out a return form. Once the request is sent and after acceptance by our team, you will receive all the necessary instructions to return your order.

Returned items must be unused and in their original packaging. We reserve the right to refuse a return if the product(s) show signs of wear.

HOW DO I MAKE AN EXCHANGE?

As of the reception of your articles, you have a 14 days deadline to contact us and make a request for return. To do this, go to our contact page where you will be able to fill out a return form. Once the request is sent and after acceptance by our team, you will receive all the necessary instructions to return your order and proceed with the exchange.

Returned items must be unused and in their original packaging. We reserve the right to refuse an exchange if the product(s) show signs of wear.

If the exchange results in a price difference, our team will contact you to settle the amount owed or proceed with a partial refund.

DO I HAVE TO PAY TO RETURN/EXCHANGE MY ORDER?

There is no charge to exchange or return your order. Once you have made your return or exchange request on our contact page and subject to acceptance by our team, a prepaid DHL slip will be provided to you to make the shipment.

HOW LONG DOES IT TAKE TO GET MY MONEY BACK?

It will take about 2 to 3 days from the reception of your product by our workshop.

WARRANTY

WHAT DOES THE WARRANTY COVER?

Watches:
Our warranty covers all manufacturing defects occurring during normal use, as described in the following conditions. We will replace free of charge any defective components due to a manufacturing error found by our workshop.

Please note that the warranty is not applicable in the following cases:

1. Theft, loss.

2. Wear and tear and normal aging of the watch (scratched glass, impact on the case...)

3. All types of damage to the entire watch (or part of it) resulting from improper handling or use, lack of maintenance, negligence, accident (drop, scratch, crush, broken glass, etc.), improper use of the watch or failure to follow the instructions provided by Baltic.

All types of damage indirectly related or consequential to normal wear and tear of the watch, such as non-functioning, defects or inaccuracies of the Baltic watch.

Straps and accessories:

With regard to bracelets and accessories, our warranty covers all manufacturing defects that appear during normal use, as described in the following conditions. We will replace (free of charge) a defective item due to a manufacturing error noticed by our workshop (aesthetic defect, stitching, damaged leather, scratched buckle...)

Please note that the warranty is not applicable in the following cases:

1. Theft, loss.

2. Wear and tear and normal aging of the article (discoloration of the leather, etc...)

3. All types of damage resulting from improper handling or use, negligence, accident (scratches, etc.), improper use of the item.

HOW LONG IS THE WARRANTY VALID?

The Helium Watch warranty is valid for a period of 3 years from the date of order.