Refund policy
Refund & Returns Policy
As each HELS item is made to order, we do not accept returns for change of mind, incorrect sizing, or buyer preference.
However, if your item arrives damaged, defective, or incorrect, we will gladly replace or refund it.
Damaged, faulty, or incorrect items
Please inspect your order upon arrival. If your item is faulty, damaged, or incorrect, contact us within 7 days of delivery with:
- Your order number
- A description of the issue
- Clear photos of the product
Email: helen@helensstanley.com
We will review your request and arrange a replacement or refund where appropriate.
Returns
As HELS products are made to order, returns are not required for approved issues. In most cases, you will not be asked to return the item.
If a return is required, instructions will be provided by email after your request is approved.
Exchanges
We do not offer exchanges for sizing or preference. Please check product sizing guides before purchasing.
If your item is faulty or incorrect, a replacement will be arranged.
EU 14-day cooling-off period
For customers in the European Union, the statutory right to cancel within 14 days does not apply to custom or made-to-order items, which are produced specifically upon order.
If your item is faulty or incorrect, the policy above applies.
Refunds
If your refund is approved, it will be issued to your original payment method within 5–10 business days after approval.
Processing times may vary depending on your payment provider.
If you have not received your refund within 15 business days of approval, please contact:
helen@helensstanley.com