How long will my order take to reach me?

Total delivery time is composed of two parts: Creating time and actual shipping time.

Please note these are only estimated time frames and we will always communicate a due date and time frame suitable to both parties during the initial consultation.  

 

Creating time

This refers to the time from when your payment is received to the completion of making your Order. Creating time can vary depending on the design.

 

Estimated time frames

Custom orders - Usually between 8-10 weeks depending on the piece. 

Made to order - Usually between 4-6 weeks depending on the piece 

 

Shipping time

This is the time it takes for the package to be packed and delivered to your chosen address.

 

Regular Post - Parcels within Australia generally take 3-10 days to be delivered. Tracking number included. 

Express Post - Australia Post guarantees overnight delivery within selected Australian postcodes. Tracking number provided.

International Orders - Please contact Helena Rose for a quote on shipping options/prices. (Estimated shipping - up to 21 business days) 

 

Urgent Orders

If a piece is required urgently a shorter time frame can be accommodated upon request. Orders required under a 2 week time frame will incur a 15% surcharge. Simply email Helena Rose with the item you would like to order and the date it is required by. Helena Rose will then inform you if this can be arranged and provide a quote if required.  

Do urgent orders incur an additional fee?

Only urgent orders required under a 2 week timeframe will incur a 15% surcharge. Helena Rose accepts all sorts of deadlines and can happily make a headpiece with very limited time however this fee assists in getting the order to you as soon as possible, covering additional costs such as picking up materials from local suppliers and working extra hours (out of opening hours) to meet the deadline.

 

What Payment Methods do you accept?

Helena Rose accepts MasterCard or Visa credit/Debit Cards via Pay Pal and Direct Debit if paying via an invoice.

 

Does Helena Rose provide a custom made service?

Yes, alot of our orders are Custom made. We cater to Women, Men and Children for all sorts of events such as Dance and Theatre productions, weddings, engagements, birthdays, formals and many more.

Our custom made service offers a one on one consultation in person or online to discuss colours, materials and options when it comes to your special Headpiece. You set the budget and the style requirements - or you can surrender full creative freedom to Helena Rose. This service has no additional costs and is simply provided to ensure you can walk away with your very own customised piece making your Helena Rose Experience one to remember.  

Once you have given us an indication of what you would like, we will create a design brief and quote and email this to you. Once this quote has been approved an invoice will be forwarded to you. When ordering a Custom piece a non-refundable 30% deposit is required to commence the work which will be deducted from the final agreed price. The remaining balance will be due on pickup or prior to postage/shipping.  

A 15% custom order surcharge is applied should the design change. These changes could include additional fabric/material costs or new material sourcing. Any additional fees will be stated in writing prior to the order being finalized. Quotes for custom orders are valid for 14 days.

Helena Rose accepts MasterCard or Visa credit/Debit Cards via Pay Pal and Direct Debit. Creating time is between 4 -10 weeks depending on the design requested and availability of the materials required. Please note these are only estimated time frames and we will always communicate a due date and time frame with you along with the quotation.  

 

What do I do if I notice there’s a problem with my hired headpiece before I’ve worn it?

We thrive to keep our Headpieces in the best condition possible but if you notice any substantive faults with

the piece after you have collected it please let us know as soon as possible.

 

What will happen if I return the headpiece damaged or if I lose all or part of it?

While normal cleaning is included in the hire fee we will charge an additional cleaning/repair fee if the costume is excessively soiled, damaged or needs to be repaired when it comes back to us. We will discuss this fee with you when the headpiece is returned; most damage can be repaired within the value of the security deposit provided.

Face paints, fake blood, tanning lotion and such compounds are likely to leave permanent stains on headpieces. Makeup is removable in most instances and won’t cause permanent stains. If a headpiece is returned stained by face paint or other products: We will charge, a cleaning fee from the security deposit if we cannot clean the headpiece properly. 

You will be charged the replacement cost to us of any Hired Headpiece that is not returned.

 

Can I pick my order up instead of having it posted? (As Helena Rose is currently on Tour below does not apply for 2016 and all items have to be posted.)

Yes, not a problem we will send you our address and organise a time for pick up with you as soon as your order is ready.

 

OUR STUDIO (Currently closed while Helena Rose is on Tour in 2016)

Address upon request

Open Friday to Sunday for Appointments.

BY APPOINTMENT ONLY

Street parking available

Please provide at least 24hrs notice to cancel or change your appointment. This will allow us to make the appointment time available to others. This also ensures that our studio does not incur the costs associated with No Shows or Late Cancellations.

 

Does Helena Rose sell Wholesale?

Due to all our pieces being handmade wholesale orders are very limited and only apply to a few pieces, however can still be a possibility. Please email us at with your proposal for consideration. 

 

Is there a Helena Rose Store we can visit?

You are more than welcome to make an appointment to visit us at our studio, Please email to organise an appointment. Not all stock will be on display so please let us know what you would like to view prior to your visit so we can prepare suitable pieces for you.  
 

Does Helena Rose hold stalls and attend events?

Yes! Helena Rose has a fashion show to showcase our new collections 2-3 times a year. We also hold stalls at events, markets and expos. Please go to our Upcoming Events page to see where we will be next!

 

How do I find out about upcoming events and Markets?

You can follow us on FacebookSign up to our newsletter or check out our events page.  

 

Can I return an item?

Since all our piece are made to order or custom designed, Helena Rose recommends that customers choose wisely to avoid disappointment as we do not offer a return/exchange for change of mind.

Australian Customers ONLY

Helena Rose is happy to offer customers a refund/exchange or a credit note for pieces that are classified as faulty or damaged. Returns/exchanges or credit notes for Faulty/Damaged items are accepted within 10 Days from when the item has been received. Items must be in original condition i.e. unworn with no marks or makeup on it, in a re-sellable condition with original tags and packaging.  If we feel the item has been used or worn, Helena Rose has the right to refuse issuing a Refund/ Exchange or credit note. Where possible, Helena Rose will happily repair faulty items if returned within the 10 days.

International Customers ONLY  

Helena Rose is happy to offer customers a refund/exchange or a credit note for pieces that are classified as faulty or damaged. Returns/exchanges or credit notes for Faulty/Damaged items are accepted within 14 Days from when the item has been received. Items must be in original condition i.e. unworn with no marks or makeup on it, in a re-sellable condition with original tags and packaging.  If we feel the item has been used or worn, Helena Rose has the right to refuse issuing a Refund/ Exchange or credit note.

Return by post (For full terms and conditions regarding Returns please refer to our Returns and Exchange policy page)

All deliveries will come with an Online Store Returns Form. This must be completed and sent back with your item along with your receipt to the address provided on the form.

 

What are Helena Rose’s Terms of Service?

COPYRIGHT

All the material on this website is copyright under the ownership of Helena Rose. Any coping or use of material from this website without permission from Helena Rose is prohibited. The Helena Rose name and Logo are owned by Helena Rose and no unauthorised use is permitted.

 

RETURNS

Helena Rose does not offer an exchange or refund for change of mind. 

Australian Customers - Helena Rose is happy to offer an exchange/refund for faulty or damaged items within 10 days of receiving the product. 

International Customers Helena Rose is happy to offer an exchange/refund for faulty or damaged items within 14 days of receiving the product. 

(Full terms can be found on our Returns/Exchange policy page)

 

SHIPPING

Unfortunately we are unable to ship items from the same order in separate shipments. Creating times does not include shipping times. We ship via Australia Post and take no responsibility for delays beyond our control.

 

URGENT ORDERS

If a piece is required urgently a shorter time frame can be accommodated upon request. Orders required under a 2 week time frame will incur a 15% surcharge. Simply email Helena Rose with the item you want to order and the date it is required for. Helena Rose will then inform you if this can be arranged and provide a quote.  

 

CUSTOM ORDERS

A 15% custom order surcharge is applied should the design change. These changes could include additional Fabric/material costs or new material sourcing. Any additional fees will be stated in writing prior to the order being finalized. Quotes for custom orders are valid for 14 days.

 

COMPETITIONS, GIFT VOUCHERS & OFFERS.

Open to Australian Customers only. All prizes will be sent via regular Australia Post Shipping ONLY. Not available in conjunction with any other offer. Gift vouchers cannot be used towards shipping costs. Not redeemable for cash. Limit of one gift voucher or promotional code per transaction.  

 

Where else can I find you online?

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Facebook

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Twitter

 

My question has not been answered, how do I contact you?

EMAIL

9am – 6pm Weekdays

We do our best to respond to emails within 3 Working Days (up to 5 working days if an order requires a quotation). We really appreciate your understanding as we are only a small studio and spend most of our time making your orders. Your patience is kindly appreciated and we look forward to getting back to you as quickly as we can to assist with creating your special headpiece!