FAQ

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 any delays that may affect the estimated timeframe.

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.
BESPOKE DESIGNS
Usually between 8 - 10 weeks depending on the piece.
MADE TO ORDER (Collection pieces)
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 1 - 3 days within selected Australian Postcodes. Tracking number provided.

International Orders – Please contact Helena Rose for a quote on shipping options/prices.

Pieces can also be picked up from our Studio. Email Helena Rose at info@helenarose.com.au to arrange pick up time.

 

What Payment Methods do you accept?

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

 

Does Helena Rose provide a bespoke service?

Yes, our bespoke 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 50% 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 before postage/shipping of the piece.

A 15% surcharge is applied should the design change. These changes could include additional fabric/material costs or new material sourcing. . Orders required under a 4 week timeframe will also incur an additional 15% surcharge. Any additional fees will be stated in writing before the order is finalised. Quotes for bespoke orders are valid for 14 days.

Creating time for bespoke pieces is between 8 -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.  

 

Can I hire a headpiece?
Hiring a Helena Rose Headpiece is an additional service available in store for all local Queensland customers only. Visit our studio to view the collection. BY APPOINTMENT ONLY.
HIRE TERMS
  • Pick up for hired pieces is at our Fortitude Valley Studio- Uncommon.store 707 Ann st, Fortitude Valley.
  • A Hire agreement will be signed by both parties.
  • Hire period is 3 days (unless an agreed timeframe has been discussed)
  • Items borrowed should be packed sufficiently well on return journeys. This is to ensure the products are returned in the same condition as borrowed.
  • Items need to be sent via Express Post or dropped back at the studio to avoid getting lost. (Please send tracking number to Helena Rose once items are sent back)
  • The customer is responsible for any loss or damage that occurs to pieces while on loan.
  • Any repairable damage must be paid for by the customer. Damages must be recorded and reported immediately.
  • If a product is damaged beyond repair the item will be deemed unsuitable for sale and will be charged at the full retail price less 30%.
  • If a headpiece is not returned, the full retail price less the hire price paid will be charged.

 

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 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 I hired damaged or if I lose all or part of it?

While general cleaning is included in the hire price, we will charge a cleaning/repair fee if the headpiece 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.

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 only after or attempt to clean the headpiece properly. 

If a product is damaged beyond repair the item will be deemed unsuitable for sale and you will be charged at the full retail price less 30%.

If a Headpiece is not returned to Helena Rose you will be charged the full retail price less the hire price paid.

 

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 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 I hired damaged or if I lose all or part of it?

While general cleaning is included in the hire price, we will charge a cleaning/repair fee if the headpiece 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.

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 only after or attempt to clean the headpiece properly. 

If a product is damaged beyond repair the item will be deemed unsuitable for sale and you will be charged at the full retail price less 30%.

If a Headpiece is not returned to Helena Rose you will be charged the full retail price less the hire price paid.

 

Can I pick my order up instead of having it posted? 
Yes, not a problem we will send you and email with our studio address and organise a time for pick up as soon as your order is ready.
OUR STUDIO 

707 Ann St, Fortitude Valley 4006

BY APPOINTMENT ONLY

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 info@helenarose.com.au 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 before your visit so we can prepare suitable pieces for you.  

 

How do I find out about upcoming events and Markets?
You can follow us on Facebook, Instagram or sign up to our newsletter to stay up to date with all our upcoming events.
 
Can I return an item? 

Since all our pieces 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)

 

Where else can I find you online?

Facebook and Instagram

 

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

EMAIL info@helenarose.com.au

We do our best to respond to emails within 2 working days. We 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!