ACCOUNT
We recommend that you use your email address as your username, this makes it much easier to remember. Please make sure that your password is at least 6 characters in length. You can easily create your own Hellens Fashion profile by clicking here to register.
Check your login details carefully. Make sure the email address is the same one you used for registration, and the password you entered is correct. Please make sure that your web browser accepts cookies. It might be a problem caused by Hellens Fashion system maintenance; please wait 15 minutes and try again. If you are still not able to access your account, please contact our Customer Service and outline the problem.
If you forgot your password, just click the “Forgot password?” link on “sign in” Page and we will send you an automated email with information on how to reset your password.
Log in to your account. Go to My Account -> Account Details and choose “PASSWORD CHANGE ” option .
We will offer this function in the near future.
The billing address should be the same address you provided to your bank when you applied for your credit/debit card; the shipping address is the one you want us to ship the order to.
ORDER STATUS
All your orders are listed in your account.
Once we receive your payment, your order will go through several steps before being “shipped out”.
This order is unpaid . Please feel free to pay your order now.Once we receive your payment, we will process your order.
You have attempted to pay us via PayPal e-check. At this time we haven’t received your payment yet, please check your Paypal account or bank account balance and confirm whether your funds are sufficient. If the payment has been completed successfully, please send us the transaction ID or payment proof to speed up the process.
You have just paid for your order, our server will upload your order shortly and we will start to process your order.Thank you for your patience.
Hellens Fashion will typically process orders 3-10 business days upon payment. Your processing order will go through the following phases .
1- Receiving and allocating items to your order
2- Inspecting your items quality
3- Packing and printing shipping labels.
Once these 3 phases have been done, we will dispatch your order.
*For more information about our dispatch time for your specific item, please refer to the product page and see i.e “Dispatch: Ships within 5-10 business days.”
Your order has left our warehouse and has been collected by the courier for the shipment. We cannot edit your order anymore.
Your complete order has been sent out and is now on its way to you. Please follow up the delivery in your account section “Order details”.
ORDERS
Ordering online from hellensfashion.com is easy! When viewing an item, simply select the size, color and quantity needed and then click ‘ADD TO CART’. Once you have your desired items in your Bag, simply click the ‘PROCEED TO CHECKOUT’ button. You will then be prompted to either sign in to your account or to create a new account. Next, enter any discount coupon codes that you may want to use to discount the price. Finally, you will be directed to complete the Shipping address, shipping method and payment method. A confirmation email will be sent to your registered email address containing the contents of your order!
The shopping bag your account is linked to will retain its contents up to 30 days. This applies to all customers.
The item is only reserved once your purchase is completed during the checkout process. If an item is extremely popular and in limited stock, it might be sold out once you reach the checkout. An item added to your shopping bag is saved for a total of 30 days, however stock availability cannot always be guaranteed. You are therefore encouraged to submit payment as soon as possible.
You can check the handy Sizes Guides and view our Size Charts for easy reference.
It is only possible to make a change to your order within 1 hour of placing it and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately contact our Customer Care team (within the hour) with your change/cancellation request details included. You are strongly advised to use our contact form on our Customer Support section. This will minimize the processing delay with your order due to the changes being made.
OTHER INFORMATION
We ship orders all over the world. If you want to know more detailed information, please check the dedicated “Shipping Info”.
Generally speaking, the total shipping cost will depend on the following factors:
- The shipment method you choose (we offer Standard Shipping and Express Shipping options);
- The destination country that the package ships to;
- The number of items you order, as well as the total weight and volume (size) of the package.
- Our advice is to log in to your account, add the items to your cart and then view the shipping fee which will be automatically calculated and displayed.
For standard shipping, you can enjoy free shipping on orders over US$49; for express shipping, you can enjoy free shipping on orders over US$99. You can refer to our Shipping Info for more details
Besides, we have free shipping site-wide promotions every month, please stay updated with us and don’t miss the big chance!
Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)
As soon as we are ready to ship your order, we will send you an email with the corresponding delivery information. After that you will be able to track your order under “My Orders” when you log in to your Hellens Fashion account or by clicking the tracking link in your shipping confirmation email. Please allow up to 24 hours for tracking to activate.
How do I return or exchange an item?
Please understand that we do not accept returns or exchange without prior return authorization. Therefore if you need to return your order for some reason, please contact our Customer Service staff first to confirm. Once you are authorized to return the item(s), please follow all of the instructions provided.
We recommend that all returns be sent via a traceable carrier. Keep the Return Tracking Number associated with the package you are returning to ensure that the package is returned to our warehouse. Hellensfashion.com is not responsible for packages sent with a return label not provided by us, or without the original packing slip. Also, hellensfashion.com do not accept C.O.D. deliveries.
Please note the following product return requirements:
Merchandise must be returned within 7 days of receipt;
Merchandise must be unworn and unwashed;
Merchandise must have all tags, original packaging, accessories and embellishments fully intact;
Refunds will be processed within approximately 7 to 10 business days after we receive your return. The exact time can vary and is subject to the individual payment provider. Once refunds have been processed, we recommend contacting your payment provider for updates. All original shipping charges are non-refundable.