Refund Policy
REFUND & RETURNS POLICY
Please note: we do not offer free returns. Return shipping charges apply and are the responsibility of the customer.
Returns
Is it possible to return my order?
Yes. If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt.
In this case, the order must meet the following conditions:
- The order still contains all the appropriate parts and components, and the packaging has arrived in the same condition as the product.
- The product shows only normal handling; breakage due to careless handling is excluded.
- Products for which hygiene is important have been thoroughly cleaned before the return process begins.
- Any defect present on receipt is reported to us promptly.
- Unless the item is faulty or not as described, you are responsible for the cost of return shipping.
- A return will be processed within 7 working days, and if the conditions are met, the return will be officially acknowledged within this period.
*We reserve the right to refuse returned items if we reasonably believe the items have been used or damaged through no fault of our own.
How can I return my order?
If your order meets the above conditions, please do the following to start the returns process:
- Send an email to: [INSERT YOUR CONTACT EMAIL]
- Make sure the email contains the following:
- Order number
- Reason for the return request
- Photo of the product (in the case of breakage or a fault)
- Customer first name and last name
- Customer address
We will then be in touch and provide you with the return address.
Please do not send the return to the sender address on the parcel. We will provide the correct return address once you have contacted us. You, the customer, are responsible for the cost of returning the product.
Cancellation (right to cancel)
If you are a consumer, you have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Cancellation period
You may cancel within 14 days from the day on which you (or a third party named by you, other than the carrier) receive the goods.
How to cancel
To exercise your right to cancel, you must inform us (HELEN & ROSE London) by means of a clear statement (e.g. by email at [INSERT YOUR CONTACT EMAIL]) of your decision to cancel this contract.
Because our goods are shipped from overseas, transit times can be longer and are outside our control. If your order has already been dispatched, we may not be able to stop it in transit — in that case, please wait until you receive the goods and then return them to us. You can, of course, notify us of your cancellation in advance.
To help us process your return as quickly as possible, please send us a shipping confirmation once you have posted the goods back.
Effects of cancellation
If you cancel this contract, we will refund all payments received from you, including the cost of standard delivery (except for any extra costs arising if you chose a type of delivery other than the least expensive standard delivery we offer). We may make a deduction from the refund for any loss in value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
We will make the refund without undue delay, and no later than 14 days after the day we receive the returned goods back, or (if earlier) 14 days after you supply evidence that you have returned the goods. We will use the same means of payment you used for the original transaction unless you expressly agree otherwise; in no event will you incur any fees as a result of the refund.
You are responsible for the cost of returning the goods. All returns are sent to our central overseas warehouse at the customer's expense.