RETURNS AND EXCHANGES

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. A studio visit can be arranged if you would like to try, see and touch our products before making a purchase. To book an appointment contact us via email at info@helenarose.com.au.

Australian Customers ONLY

Clients can make an appointment to visit Helena Rose at our studio where our products can be viewed prior to making a purchase.

Helena Rose is happy to offer customers a refund/exchange or a credit note for pieces that are perceived as faulty or damaged. Helena Rose would request that the item be returned to Helena Rose (at the customers own cost).

Returns/exchanges or credit notes for faulty/damaged items are accepted within 10 days from when the item has been received.

Alternatively items can be returned to our Newstead Studio in person. (By appointment only)

  1. Notify us at info@helenarose.com.au within 3-days of receiving your item(s) stating if you would like to return the item in person or via post and if you would like a refund, exchange or credit note.

  2. We will organise an appointment with you to visit our studio or provide you with a return address.

  3. Return your unworn Faulty/damaged item(s) to the address we provide you with. We must receive your returned goods within 10 days. Item(s) must be in original condition i.e.unworn with no marks or makeup on them and in their original packaging, including any tags. If we feel the item has been used or worn Helena Rose has the right to refuse issuing a refund/exchange or credit note.

  4. Once the item/s have been received and reviewed, to ensure they are unworn & in original condition with original tags & packaging, you will receive either your new item(s) (for exchange), a refund for the cost of the purchase (excluding shipping costs) or an online credit note (This will be emailed through to your email) Refunds will be issued directly to the credit card/ account used for the purchase. Email notification will be sent once the return has been processed.

Things to consider:

  1. No refunds will be given if you have simply changed your mind.

  2. The credit note/refund will be the value of the returned item(s) excluding shipping costs.

  3. The credit note will be valid for 60 days.

International Customers ONLY

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.

Helena Rose is happy to offer customers a refund/exchange or a credit note for pieces that are perceived as faulty or damaged. Helena Rose would request that the item be returned to Helena Rose (at the customers own cost).

Returns/exchanges or credit notes for faulty/damaged items are accepted within 14 days from when the item has been received.

  1. Notify us at info@helenarose.com.au within 3-days of receiving your item(s) and let us know if you would like a refund, exchange or credit note.

  2. We will provide you with a return address.

  3. Return your unworn Faulty/damaged item(s) to the address we provide you with. We must receive your returned goods within 14 days. Item(s) must be in original condition i.e.unworn with no marks or makeup on them and in their original packaging, including any tags. If we feel the item has been used or worn Helena Rose has the right to refuse issuing a refund/exchange or credit note.

  4. Once the item/s have been received and reviewed, you will receive either your new item(s) (for exchange), a refund for the cost of the purchase (excluding shipping costs) or an online credit note (This will be emailed through to your email) Refunds will be issued directly to the credit card/ account used for the purchase. Email notification will be sent once the return has been processed.

Things to consider:

  1. No refunds will be given if you have simply changed your mind.

  2. The credit note/refund will be the value of the returned item(s) excluding shipping costs.

  3. The credit note will be valid for 60 days.

Quality Control
We take great care when creating your headpiece. Refunds may be issued for faulty items once we have been informed via email info@helenarose.com.au within a reasonable timeframe. However, refunds may be refused if the fault is deemed to be the result of transit, rough handling or misuse (headpieces are delicate and should be treated with care).

Goods that are damaged in transit or on receipt are not the responsibility of Helena Rose and will therefore not be repaired, refunded, replaced nor exchanged. Please note that all items sent via post are photographed and documented before sending to ensure that items leave our studio in perfect condition. If in doubt, we encourage you to make an appointment to visit us at our studio.