Frequently Asked Questions
Shipping, customs, production time, sizing, and returns — answered.
We currently accept PayPal for all international orders, ensuring a secure and fast checkout for buyers worldwide. (Additional payment options will be added soon.)
No. All international orders are shipped Delivered Duty Paid (DDP) — import duties, VAT, and customs fees are already included in your order total. You won’t receive any surprise bill from customs upon delivery.
No problem — just enter the recipient’s shipping details at checkout. Please note our courier partners will contact the recipient directly to coordinate delivery, so make sure their phone number is accurate and reachable.
As each helmet is custom-made to order, we’re unable to accept returns for change of mind or unmet expectations, in line with EU Directive 2011/83/EU (Art. 16c) on personalized goods. We do accept refund/complaint claims for specific issues: damaged on arrival (7 days), wrong specifications (14 days), and manufacturing defect (90 days), all counted from the day your package is delivered. A package that never arrives has its own window: 30 days from the shipping date. All claims are reviewed by our team, and approved refunds are processed manually. See our full Return & Refund Policy for details.
If your claim is approved (e.g. defect or damaged item), Rune Helmets Official covers return shipping and any re-import costs. If your claim is not approved, or a package is refused/abandoned at customs, you’re responsible for those costs — see our Return & Refund Policy for details.
Every helmet is painted after you order, so the clock starts the day your order is confirmed.
Standard Build takes 3 to 4 weeks. Priority Build takes about 2 weeks, and Express delivery is included at no extra cost.
Shipping time comes on top of that. Checkout shows the exact delivery dates for your address before you pay.
Yes, worldwide — and shipping is free on every order.
Every helmet ships with tracking and insurance. Import duties and taxes are already paid by us (DDP), so nothing is collected from you on delivery.
Standard Delivery takes 6 to 7 business days once your helmet leaves the workshop. Express Delivery takes 3 to 5 business days and costs $30, and it is included free with Priority Build. Checkout shows the exact arrival dates for your address.
You can send a cancellation request within 72 hours of placing your order, from your account page or from the order support page, as long as no part of the order has shipped yet.
A request is not an automatic refund. We check whether the airbrush work has already started and reply by email. Once painting is under way the materials and hours are already spent, and the order can no longer be cancelled.
Yes, within 24 hours of placing your order. Contact us via email or live chat with your order number and the changes you’d like to make. Requests made after this window may not be possible once production has started.
Once your order ships, you’ll receive a tracking email with your tracking number and a link to our Order Tracking page. You can also track your order anytime from My Account.
After your order ships, you’ll receive a “Manage My Order” link in your shipping email — no login required, just verify your postcode. If you have an account, you can also manage it from My Account. From there, select “Report a Problem” and choose the issue type; our team responds within 1-2 business days. Note: for damage on arrival we ask for a full unboxing video, which settles the claim fastest. Defect claims after that need photos of the part that failed, not an unboxing video.
Nothing you need to worry about. If you don’t confirm receipt or report a problem, your order is marked completed automatically 30 days after the last package is marked Shipped.
After that the online report form closes, but the claim windows in our Return & Refund Policy still apply. Email hello@runehelmets.com and our team will review your case.
S = 55–56 cm / 21.65–22.05 in, M = 57–58 cm / 22.44–22.83 in, L = 59–60 cm / 23.23–23.62 in, XL = 61–62 cm / 24.02–24.41 in, XXL = 63–64 cm / 24.80–25.20 in.
Yes — choose from our preset color options, or go Custom Color if you have a reference image in mind (please note we can’t guarantee a 100% match, but we do our best to get as close as possible). You can also choose your finish: Clear Glossy or Clear Matte (default shown in each product’s description). Note: the LED on your helmet is static (single color, not RGB) — you’ll pick one LED color at the time of order.
Yes — our helmets use a base shell from NHK, a brand certified under DOT and ECE safety standards.
Yes, intercom installation is available as an add-on. Contact our admin before checkout to arrange this — by default, orders do not include an intercom.
It’s a backup contact number in case our courier can’t reach you on your primary phone during delivery — this helps prevent delays, especially for international shipments.
Yes, guest checkout is available. Creating a free account lets you track orders and manage complaints/returns more easily — you can also register anytime after your purchase.