Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.You must make the return in the same market/region where you made the purchase.
Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.
To start a return, you can contact us at returns@helencouture.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at returns@helencouture.com.
Damages and issues
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section. To help us get this fixed for you as soon as possible, when you first contact us please include the following information;
- Your name
- Order number
- Product name and code
- Picture of the fault
- Description of the fault
(The product name and code can be found on your order confirmation email).
If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
Unfortunately we don't offer an exchange facility. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, a typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system.
If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.
We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.
Refunds can show in a few places depending on how you paid.
For a card or ApplePay payment, It can take up to 7 days from receiving your refund confirmation email for the refund to hit your account.
For some banks and credit cards your refund can show on the same date as the original purchase, sometimes it can also show as the same transaction.
If you paid via PayPal it can take up to 48 hours from receiving your refund confirmation email for the refund to show in your account. If your bank account is linked to your PayPal account, it can take a further 14 days for this refund to hit your bank account - this is due to PayPal processing times.