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FAQ - Help Center

Frequently Asked Questions (FAQ)

How does COVID-19 affect my order?
We understand that many of you will be concerned about your order. We would like to assure you that we are currently operating as normal, as our supply chains are not currently affected. Our warehouse team are taking all necessary precautions, and are working as hard as possible to have your order dispatched.

We are monitoring the global situation very closely, taking into account Government advice along with that of the World Health Organization.

All orders marked as Complete mean these have been processed, and are therefore unable to be amended.

We understand that some territories have entered a "lockdown" period, so this may have a knock-on effect with your postal order arriving, but we are doing everything we can to have your order with you as soon as possible. You can also visit our Delivery Partner websites for their latest updates, showing if deliveries to your area are affected in any way:

Royal Mail Coronavirus Updates 

Deutsche Post Coronavirus Updates

UPS Coronavirus Updates

DHL Coronavirus Updates 

Should any order be returned to us as Undeliverable, we will contact you by email to make you aware of this, if and when this happens.

For more information in relation to the Coronavirus disease (COVID-19) Pandemic, please visit the World Health Organization website, or that of your own Government.

Who do I contact about my order?

If you have any questions or thoughts about your order, don't hesitate to contact us at care@hellenaofficial.com and we'll take good care of you!

Our business hours are M-F | 9-5 GMT. 

When will I be charged for my pre-order items?
Orders placed via PayPal will be charged at the time of placing the order, regardless of whether the items are on pre-order or not.

For orders placed via credit or debit card; the order total is pre-authorised in order to confirm and secure your items. This amount is simply ring-fenced by your bank and is not sent to us. This is reflected back into your account by your bank within 3-5 working days. The time it takes for this to return to you is dictated by your card issuer, we have no control over this.

When we come to process the order for dispatch, we then fully debit this amount from your account. Processing orders may commence the week prior to the dispatch date.

Pre-ordered items are typically dispatched the day prior to the Release Day of the item. Delivery of the pre-ordered items would then fall in line with the Delivery Method selected on checkout.

What payment methods do you accept? 
We accept card payments with Visa, MasterCard and American Express, Paypal and more!

When selecting PayPal as payment option at checkout, you will be directed to the PayPal site to 'Log in' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to hellenashop.net

What countries do you ship to? 
We ship Worldwide!

What currencies do you accept?
All prices are listed in GBP (British pound) by default. You have the option to see the price in some of the other major currencies by changing the currency in the top right corner of the screen. The currency conversion you will be charged will be done by the payment method chosen based on their current rates of conversion.

Once I order something - what happens next? 

You will receive an order confirmation per email as soon as you have placed your order. When your order has been shipped, you will receive an email with the shipping confirmation.

When will my order be processed? 
We process orders daily. You will receive an email notification with shipping info once it has been dispatched. Please allow us 7 days to dispatch. If the item is custom made, it might take longer to dispatch.

How do I know if my order has been shipped? 
You will receive a dispatch notification by email as soon as your order has been shipped. The dispatch notification is sent to the email address registered when the order was placed. We usually ship all orders within 7 business days.

When can I expect my order?
All orders should arrive within 2-3 weeks of the order being dispatched. Please allow some extra time for delivery on international orders as delivery time to some countries may vary. 

Can I change my order? 
We might be able to change your order if it hasn't been shipped yet. Please contact our customer support team at care@hellenaofficial.com as soon as possible and don't forget to include your order number.

What is your return policy?

Thanks for inquiring about our return policies. We CARE about you and want you to be 100% happy!

We offer a 30-days Return & Exchange Policy:

  • If a product gets damaged or was faulty upon a delivery - we offer 100% refund.
  • Timing: we have a 30-days Return & Exchange Policy from the day item was received.

  • To be eligible for a return the items must be unused, undamaged and accompanied by proof of purchase and photo. 

  • For returns, please email care@hellenaofficial.com with the subject 'Returns' and include your order number, name and the reason for the return.

Can I submit an idea for new Merchandise items?

Absolutely! We love hearing your feedback and ideas. We created a private Facebook Group for ideas like yours! You can also Sign Up to Hellena's Email List and let her know directly about it.