Refund policy

We have a 30-day return policy, which means you have 30 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.

To start a return, you can contact us at info@helenlook.com .

If your return is accepted, we’ll send you the address of our warehouse, as well as instructions on how and where to send your package. Return shipping costs are the customer’s responsibility for returns due to change of mind or exchange. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@helenlook.com .

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Sale items can be returned on exactly the same terms as full price items.

A small number of items cannot be returned:

Items made or altered to your specifications, unless they are faulty
Items sealed for hygiene reasons, such as underwear and swimwear, once the seal has been removed
Gift cards

Please get in touch if you have any question about your specific item.

Your rights under UK law

If you are shopping as a consumer in the UK, the Consumer Contracts Regulations 2013 give you 14 days from the day you receive your order to cancel it, without having to give a reason. Our 30 day window is longer than that and sits on top of it. It applies to sale items in exactly the same way.

The Consumer Rights Act 2015 covers items that are faulty, not as described, or not fit for purpose. Nothing in this policy affects those rights. When an item is faulty, return postage is on us.

Exchanges

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, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@helenlook.com.