Shipping & International Compliance
Effective Date: 9 October 2026
Country availability
Product availability and lawful supply vary by destination. A product appearing in the catalogue does not guarantee that it can be shipped, imported, possessed or used in every jurisdiction.
Eligibility and order review
HeLa may request identity, business, professional, institutional or regulatory documentation and may restrict, pause or cancel supply where lawful eligibility or permitted shipment cannot be established.
Import, customs and local restrictions
Customers must provide accurate destination and eligibility information. Import, customs, possession and use requirements may differ by country.
Temperature-controlled delivery
Where specified, products are shipped using insulated refrigerated/ice packaging. The standard physical-order delivery charge is 85 per shipment within HeLa PRO unless a different charge is expressly shown before confirmation.
Blocked, refused, returned or lost shipments
If a shipment is blocked in transit, refused by the carrier or authorities, returned before successful delivery, or confirmed lost, HeLa will review the carrier record, legal status and circumstances. Where non-delivery is confirmed and a replacement is not agreed, the eligible order amount may be reviewed for refund.
Declarations do not override law
Age confirmation, customer declarations, professional verification or policy acceptance do not replace licences, authorisations, permits, prescriptions, import approvals or other legal requirements.