HELP & SUPPORT

How can we help you?

Here you'll find answers to the most frequently asked questions about use, ordering, payment, shipping and more. If your question isn't covered, we're happy to help.

Red light and near-infrared therapy can be used in many ways: to support skin regeneration and improve skin texture, to promote muscle and joint recovery, for relaxation after exertion and generally to support cellular processes. Depending on the target area, the sessions can promote different effects – e.g. anti-ageing, improved circulation or muscle recovery.
For the best results, we recommend using the device regularly – for example three to five times a week. Depending on the target area, a session should generally last no longer than 20 minutes per zone exposed, so that the skin and cells are sufficiently stimulated but not overstrained. Consistency over several weeks is important in order to assess long-term effects.
Red and near-infrared light devices can produce very bright, intense light. Even though the wavelengths used act specifically on cellular processes, the direct light may feel uncomfortable for the eyes over time, depending on your individual sensitivity to light. Protective goggles therefore provide additional comfort and protect your eyes from glare. Alternatively, you can simply keep your eyes closed during the session.
So that the light reaches the skin directly and is not weakened by fabric, the area being targeted should be free of clothing during the session. This allows optimal absorption of the wavelengths and leads to better results.
Our red light and near-infrared devices specifically use the best-researched wavelengths for each area of application. We work with wavelengths in the so-called therapeutic window. Red light is mainly used for applications close to the surface, while near-infrared light can reach deeper layers of tissue. This targeted combination allows our devices to be used in a versatile and effective way.

Red light is visible to the human eye and acts mainly in the superficial layers of skin and tissue. It is particularly suitable for skin applications and for supporting regenerative processes close to the surface. Near-infrared light, on the other hand, is invisible and penetrates much deeper into the tissue, where it can support cellular processes. The two types of light complement each other well and are specifically combined in heilys devices.
Our devices are developed and tested to high safety and quality standards. Development and testing take place in Germany, and the products meet the usual safety requirements for home use. As light experts, we are deeply engaged with the relationship between light and health. Based on current studies, we develop targeted applications that combine safety and effectiveness.
You'll know you're using it correctly if you feel comfortable during the session and the targeted area becomes pleasantly warm without any pain or discomfort. Stick to the recommended distances and session times of around ten to twenty minutes per area, and generally use the device three to five times a week.
In principle, you can use red light therapy at a time that suits you. Depending on the area of application, however, we do give some specific recommendations. Many users build their session into their morning or evening routine.
Results can vary greatly from person to person. Some users report noticeable effects after just one session, for example in terms of relaxation or pain relief. Other effects, such as on the complexion or general regeneration, often develop over several weeks of regular use. To be able to assess the effect realistically, you should use the product consistently and regularly within the 30-day return period.

You can easily select and order the products you want via our online shop at www.heilys.de.
If you're unsure which product suits you best, we'll also be happy to advise you by phone.
Tel: +49 521 759 837 18
Once you have completed your order, you will automatically receive an order confirmation by email. Please also check your spam folder if you can't find the email straight away.
As long as your order has not yet been dispatched, it may be possible to change or cancel it. Please contact us as soon as possible by email at hallo@heilys.de so that we can check what can still be done.

Our shop offers you a range of secure payment methods. You can pay by credit card (Visa, Mastercard, American Express or Maestro), PayPal, Klarna, Apple Pay, Google Pay, Shop Pay or by bank transfer in advance.
If you choose to pay in advance by bank transfer, you will receive our bank details by e-mail once you have completed your order. Please make sure to include your order number as the payment reference. Your order will be shipped as soon as your payment has been credited to our account.
Yes, you will receive an invoice by e-mail, which you can use for private or business purposes.

Within the EU, we ship our orders with DHL, except to Austria, where shipping is handled by DPD. For larger orders, such as our Fullbody sets, delivery is made by freight forwarder on a pallet. As a rule, an individual delivery date is arranged directly between you and the forwarder before delivery.
Orders received by 10:00 am are usually shipped on the same working day, provided the product is in stock.
Within Germany, the delivery time for standard products is usually one to three working days. Fullbody sets delivered by freight forwarder usually reach you within three to five working days.
Shipping is free for you throughout the entire EU and to Switzerland.
We do not charge any shipping costs for deliveries to Switzerland. Customs duties and import charges are included in the purchase price.

Once your order has been shipped, you will receive an e-mail with a tracking link that lets you check the current status of your delivery at any time.

This does not apply to freight deliveries, for which all further arrangements and information are handled directly by the forwarder.
For parcel deliveries, there is usually a further delivery attempt or the parcel is left at a parcel shop. For freight deliveries, a delivery date is agreed in advance so that you can plan for the delivery.
Please check your delivery immediately after receipt. If there is any transport damage, please let us know as soon as possible and ideally send us photos of the damage so that we can find a quick solution together.
In individual cases, an order may reach you in several partial deliveries, for example to allow faster delivery of individual products.

You have a 30-day right of return from receipt of the goods.
In the case of technical defects or faults, we will of course cover the cost of the return. If you don't like a product or don't want to keep it, you will bear the return shipping costs yourself. Please contact us at hallo@heilys.de before returning any item so that we can explain the next steps to you.

As soon as your return has arrived and been checked, the refund is usually made within five to ten working days using the payment method you originally chose.

Yes, our products are covered by the statutory warranty. In addition, we offer extended guarantee periods depending on the product. We offer an exclusive five-year guarantee on our panel range, while guarantee periods of two to three years apply to other products depending on the product category. You can find detailed information on the respective product pages.
If your product has a technical defect, please contact us as soon as possible by e-mail at hallo@heilys.de or via our live chat. Describe the problem as precisely as possible and, if you can, send us photos or videos. Once we have reviewed your request, we will get back to you promptly with the next steps.
Depending on the type of defect and after careful inspection, we decide whether your product will be repaired or replaced. Our aim is always to find a quick, fair and straightforward solution for you.

The duration of a repair depends on the product and the extent of the defect. As soon as we have reviewed your request, we will let you know transparently how long it is expected to take.
Repairs under the statutory warranty or the respective guarantee are free of charge for you. If the defect falls outside the warranty or was caused by improper use, we will of course inform you of any possible costs before a repair is carried out.