Order processing
Paid orders placed before 3pm GMT on a UK working day are normally prepared for same-day dispatch. Orders placed after the cut-off, at weekends or on a bank holiday are normally processed on the next working day.
Processing can take longer if payment needs review, the delivery address is incomplete, an item is temporarily unavailable, or additional order checks are required. Dispatch times are targets rather than guarantees.
Delivery services
Available services, current prices and estimated delivery windows are shown at checkout for the address entered. An estimate begins when the parcel is collected by the carrier, not when the order is placed.
- Delivery dates may be affected by weather, carrier disruption and remote locations.
- Some services require a signature or photo confirmation.
- Please use a complete address where someone can receive or promptly store the parcel.
Tracking your parcel
When tracking is available, we send the reference to the email used at checkout. It can take several hours for the carrier’s first scan to appear. Check the delivery address and spam folder before contacting us about a missing confirmation.
If tracking says “delivered” but the parcel is not visible, check any nominated safe place, reception area, household members and nearby neighbours first.
Packaging and storage
Orders are packed discreetly and securely. Temperature-sensitive items may use insulated or cold-chain materials appropriate to the selected service. Transit packaging is intended to protect a shipment during delivery; follow the storage instructions supplied with the product as soon as it arrives.
Delays, loss or damage
Contact us with your order number if tracking has not moved beyond the carrier’s expected window. We will review the shipment and, where appropriate, open a carrier investigation. Keep all packaging and take clear photographs if an item arrives damaged.
Address errors supplied at checkout can prevent recovery or replacement, so please tell us immediately if a correction is needed.
Need help?
Contact our UK support team at support@helixlab.co.uk or use our contact page. Please include your order number when asking about an order.