At Helena Shop, we craft our returns policy with the same care we put into selecting fabrics for our globally-inspired collections. If your purchase doesn’t meet your expectations, we’re here to help with a seamless returns process.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unworn, unwashed, and in original condition with tags attached
  • Proof of purchase is required
  • Returns must be initiated within the 15-day window

Note: For hygiene reasons, we cannot accept returns on final sale items, swimwear (if hygiene tags are removed), or undergarments unless they arrive defective.

How to Initiate a Return or Exchange

  1. Contact Us: Email our Washington, DC team at [email protected] with your order number and details about the item(s) you wish to return or exchange. Use our template below for quick processing.
  2. Wait for Approval: We’ll respond within 2 business days with return instructions and your Return Authorization Number (RAN).
  3. Package Your Items: Securely pack the items in their original packaging if possible, including the RAN clearly marked on the outside.
  4. Ship Your Return: Send your package to our Washington, DC address using a trackable shipping method. Return shipping costs are the customer’s responsibility unless the item is defective or incorrect.

Return Request Template

Copy and paste this template into your email to expedite processing:

Subject: Return Request – Order #[Your Order Number] Dear Helena Shop Team, I would like to request a return/exchange for my recent order #[Your Order Number]. Details: – Item Name: [Product Name] – Size/Color: [If applicable] – Reason for Return: [Please specify: wrong size, defective item, changed mind, etc.] – Preferred Resolution: [Refund / Exchange for [specific item if exchanging]] Please provide return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Email Address] [Your Order Number]

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5-7 business days after we receive your return.
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Amount: You’ll receive a refund for the item price minus any original shipping costs (unless the return is due to our error).

Note: Depending on your financial institution, it may take additional time for the refund to appear in your account.

Exchanges

We’re happy to exchange items for a different size or color, subject to availability. Please indicate your preferred exchange item in your return request. If your desired exchange item is unavailable, we’ll process a refund instead.

Return Shipping Address

All returns should be sent to:

Helena Shop Returns
1820 22nd Street Southeast
Washington, US 20020

International Returns

For our global customers (excluding certain Asian and remote regions):

  • You are responsible for return shipping costs and any applicable customs duties
  • We recommend using a trackable shipping service
  • Original shipping fees are non-refundable

Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a free return and expedite your replacement or refund.

For any questions about our returns policy, don’t hesitate to contact our Washington, DC team. We’re committed to ensuring your Helena Shop experience is as flawless as our timeless fashion pieces.