Questions about your order

Helilora delivers to over 38 cities across Germany, including remote postal codes with extended lead times of 2 to 4 business days. Urban centres in Ontario receive same-day or next-day delivery on orders placed before 11:00 AM local time. Clients outside major metro areas are assigned a regional coordinator who confirms feasibility before the order is finalised. Coverage is reviewed quarterly and expanded based on demand patterns.

For standard arrangements, placing an order at least 24 hours before the requested delivery window is recommended. Custom or large-volume orders require a minimum of 72 hours to allow for sourcing and preparation. During peak periods such as national holidays, lead times extend by an additional 24 hours across all order types. Early booking substantially increases the likelihood that all requested varieties will be available.

When a requested variety is out of stock, a specialist contacts the client within 3 hours to discuss a comparable substitute at the same price point. No substitution is made without explicit client approval, and the order can be cancelled at no charge if no suitable alternative is found. Seasonal availability data for the most commonly requested species is updated each Monday morning on the services page. Clients who provide a second-choice variety at checkout typically experience fewer delays.

Order details can be modified up to 6 hours before the scheduled dispatch time. Changes requested after that window may not be applied, though the support team will make every reasonable effort to accommodate late adjustments. Address corrections carry no additional fee when submitted within the modification window. Requests for time-slot changes are subject to courier availability in the destination area.

If no one is available at the delivery address, the courier leaves the arrangement in a shaded location and sends a photo confirmation to the ordering client within 15 minutes. For apartment buildings without access, the courier waits up to 8 minutes and then contacts the building concierge if one is listed on the order. A second delivery attempt is scheduled automatically for the following business day at no extra cost. Clients can also designate an alternative contact person during checkout to receive the arrangement on their behalf.

Reports of damaged or incorrect orders must be submitted within 12 hours of delivery, accompanied by at least 2 photographs showing the condition of the arrangement. The support team reviews each case within 1 business day and proposes either a replacement delivery or a partial refund depending on the nature of the issue. Cases involving complete order errors — wrong variety, wrong address — are prioritised and typically resolved within 4 hours of the report being received. Documentation submitted through email to helilora@hotmail.com receives the fastest processing.