Refund policy
Return Policy
Important
Please read our Return Policy carefully. By placing an order, you automatically agree to our terms and conditions. No exceptions will be made.
Order Cancellations
Would you like to cancel your order? You may do so free of charge as long as your order has not yet been processed or shipped (orders are generally processed within 24 hours).
In this case, please contact us as soon as possible at:
(Please include your order number and cancellation request.)
Please note that once an order has been processed or shipped, it can no longer be cancelled due to our automated fulfillment system.
Returns
Important
Returns sent without prior approval and authorization will not be accepted. In such cases, you may lose your right to a refund.
Return Period
You may return an item within 30 days of receiving it. Unfortunately, after this period has expired, we are unable to offer a refund or exchange.
Return Conditions
To be eligible for a return:
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The item must be unused and undamaged.
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The item must be returned in its original packaging.
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Products that are sensitive for hygiene reasons (such as underwear, lingerie, tights, and certain personal care products) must be thoroughly cleaned and may, in some cases, be excluded from return eligibility.
How to Return an Item
If you would like to return an item, please contact us first at:
Please include:
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Your order number
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The reason for the return
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A photo of the item if it is damaged
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Your contact information
Returns sent without prior approval will not be accepted.
Once your return request has been approved, you will receive detailed return instructions and the appropriate return address.
Return Shipping Costs
Return shipping costs are the responsibility of the customer unless the item arrived damaged or an error was made on our part (such as receiving the wrong item, color, or size).
The exact return shipping cost depends on the carrier you choose.
👉 We strongly recommend using a tracked shipping service, as our warehouses process a high volume of parcels every day.
Shipping Risks and Tracking
Returned packages remain the responsibility of the customer until they are successfully received by our warehouse.
Helena & Berkeley cannot be held responsible for lost, delayed, or undelivered return shipments, including delays caused by customs authorities.
👉 Please always provide a tracking number with your return shipment.
Without valid tracking information, we may be unable to verify receipt of the return and your refund request may be denied.
Refunds
Once your return has been received and inspected, you will receive an email confirming whether your refund has been approved or rejected.
If approved:
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Your refund will be issued to the original payment method used for the purchase.
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Refunds will be processed within a maximum of 30 days.
If you have not received your refund after 30 days:
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Please check your bank account again.
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Contact our customer support team at info@helenaberkeley.com.
Costs and Responsibilities
Customer-Initiated Returns
If the return is due to customer preference or error (for example, ordering the wrong size, color, or product), the customer is responsible for all return shipping costs.
We strongly recommend using a shipping service that provides tracking.
Damaged or Incorrect Items
If the return is due to an error on our part:
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We will cover all return shipping costs.
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We will send a replacement item at no additional charge.
No Hidden Fees
No additional fees will be charged for approved refunds, including customs duties, handling fees, or administrative charges.