Frequently asked questions
Seat Warmer Promotion
Valid from 16th October 2020 through to midnight on 30th October 2020, and only while stocks last. If stock runs out prior to 30th October, the promotion will end. If the customer returns their order for a refund they will also need to return the seat warmer. If they fail to do so, the value of the seat warmer at time of purchase will be deducted from their refund amount.
This offer cannot be used in conjunction with any other discounts on the website.
Will I be required to pay Norwegian VAT on top of the advertised RRP if I have my Helinox purchase shipped to Norway?
The Norwegian Government has recently made updates to their VOEC VAT Scheme that means all products bought online outside Norway and shipped to customers inside Norway will be subjected to a 25% VAT charge, payable on receipt of goods. Because the prices you see on Helinox.eu already include a VAT surcharge, we want to ensure you do not have to pay this tax twice.
Therefore, our policy is simple. When you receive the invoice for additional VAT charges on receipt of your products, send our customer service team a scan or photograph of the invoice using our contact form. We will then refund the amount requested back to your card.
You will then be liable to pay the Norwegian VAT, safe in the knowledge that you have only paid the price for your Helinox product advertised on the website. Please contact us if you have any queries about this scheme at all.
Will I have to pay import duty if I buy a product in Switzerland or the UK?
No, we send all of our products duty paid.
Does Helinox make accessories for sand or soft ground?
One of my leg poles broke in soft ground, how can I get it fixed?
Please contact us through our WARRANTY FORM. We can work with you on sending a replacement pole or fixing it for you here at our warranty service department.
Can I put my seat in the washing machine?
We advise that you hand-wash with warm, soapy water.
Where are Helinox products manufactured?
We manufacture our frames in Korea and our seats and carry-cases in Vietnam.
An ember from the campfire burned a hole in my seat - what should I do?
You can either patch it up with a patch repair kit (search tent repair kits online) or contact us about purchasing a replacement seat. You can also find replacement parts here.
I’ve lost my carry case, do you have replacements?
Yes, we have replacements available. You can find them here.
If I’ve used my product, can I return it for a refund?
You can return the product in ‘as new’ condition (undamaged and with original packaging) within 14 days (currently extended to 30 days) for a full refund. To ensure the products remain in ‘as new’ condition, we recommend trying them indoors first. Any outdoor use in the dirt will scuff the feet and will render the product ‘used’ rather than ‘as new’.
How long is your warranty good for?
Our 5-Year Warranty covers manufacturing defects in materials and workmanship for 5 years from the original owner’s date of purchase. Please note: we are not able to provide like for like replacement skins and frames for collaboration warranty claims. If you have purchased a product from one of our collabs and the collab has sold out, we are happy to offer you an inline product or replacement part.
Can I exchange my product for a different one?
We are unable to process exchanges at this time. If you would like to exchange a product you ordered from www.helinox.eu the best way to do so is to process a return, and then place a new order.
How do I return my item(s)?
Please use the 'Return enquiry' option on the 'Contact Us' page of this website to begin the returns process. You will need the name of the product(s) you wish to return and your order number to submit a return request. You will then receive an email with the return instructions.