HELLEN'S ORIGINAL FAQ
Have a question about materials, delivery, or sizing for the HELLEN'S ORIGINAL collection? Find your answers below. If you need anything else, reach out to us at nuru@glowbyhellen.com.
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📦 Order Change Questions
I ordered the wrong size, can I change it?
Yes you can, but you have to be quick. Once your order is being printed, crafted, or shipped out, unfortunately, we cannot change the order anymore. So if you need a change of size, contact our support team immediately here. Remember to mention your order number when contacting our support team.
I entered a wrong address, can I still change this?
As long as your item is not shipped yet, we can still change this in our back-end system. Please email us the correct address and your order number to nuru@glowbyhellen.com and we will take care of it. Once the order is shipped out (you will receive tracking info when shipped), it is out of our hands. If that is the case, you need to contact the carrier who is delivering your items.
I changed my mind, can I still cancel my order?
We choose premium, conscious craftsmanship. Each product you see in our catalog is made specifically for you once you place an order. This allows us to avoid overproduction and textile waste, and we pride ourselves on being part of the sustainable fashion movement. Your items are being processed in almost real-time; therefore, we cannot cancel anymore since they are already being made. Please DO NOT place an order if you do NOT want the item/s you have ordered. As per our policy, once you place an order, there is no cancellation or a refund for accidental or test orders. If you have any questions, ask our customer service BEFORE you place an order.
🔄 2. Returns and Exchanges
What are the reasons and rules for returns or exchanges?
Please click here to review our full refund policy. Here is how we handle specific requests:
- A CHANGE IN SIZE: It happens that you select a wrong size, no worries. Please include a note that states which size you would like and we will send you the correct size. While we are happy to exchange the size, no refunds are given for incorrect size choices. Only one free exchange allowed per order.
- YOU RECEIVED WRONG ITEM: Although we double-check everything, it can happen that we send you the wrong item. No worries, please attach a photo of the incorrect item you have received before you submit the request.
- PACKAGE LOST IN TRANSIT: If you have provided us with the correct address and the package has not arrived within the estimated shipping time as per our policy, plus 15 business days for possible delays, or there is no update on the tracking info for more than 10–15 days, please reach out to us. If we are unable to trace down the package, we will re-ship a replacement free of charge.
- YOU RECEIVED A DAMAGED/FAULTY ITEM: We pride ourselves on exceptional product quality. All orders go through a multi-step quality check before we ship them out. However, if a damaged item was accidentally let through our quality control, or was damaged during shipment, we take full responsibility and provide a free replacement. In this case, you do not need to return the item. You can keep it, repair it, throw or give it away. The only thing we need you to do is submit a request for a return and please include a photo of the damaged good. If we can see on the photo that it is damaged, we will send you a new item 100% free of charge.
- Note: Glow by Hellen does not provide prepaid returns shipping labels, and returns shipping for exchanges is at the customer's expense.
We do not accept returns or exchanges if...
We do not accept returns or exchanges if:
- You want a refund/return because you "changed your mind". We print and craft on demand, and therefore we cannot accept returns/refunds with that inquiry because all items are made special for you.
- You do not use our official support channels to have your return request reviewed and approved by our team prior to sending your product back.
- You have requested a return after 14 days of receiving your package.
- The item(s) have been worn or washed.
- The item(s) have been altered in any way.
- The item(s) are in any way defective from the original and salable condition, unless the condition is our fault.
- The item(s) do not have the original tags on them.
- The item(s) were a Final Sale item.
Can I get a refund or store credit if the price of an item has changed since I ordered it?
As an eCommerce business, our prices may fluctuate and change in response to fashion trends, current stock on-hand, demand from our Glow by Hellen tribe, and various sales or promotions. This being the case, we will not issue a refund or store credit for the difference between your purchase price and the current price advertised on our website or honor retroactively any promotional discounts we have available at the moment.
🌐 3. General Questions
How do I find and apply my Store Credit?
If we issue your refund as store credit, you can use it for future purchases on our store. Here is how to find and apply it:
- Check Your Email for the Store Credit Code: After your return is processed, you will receive an email containing a unique discount code for your store credit. If you can't find the email, please check your spam folder or contact our support team.
- View Your Store Credit Balance: If you've received multiple store credits, your balance increases with each new credit issued. You can always contact our support team to provide your balance details from our records.
- Apply Your Store Credit at Checkout: When you're ready to shop, add items to your cart and proceed to checkout. At checkout, you must manually enter the discount code from the email into the discount or promo code field. The store credit amount will be deducted from your order total. Note that only one discount code can be used per purchase.
- Using Your Store Credit: Your store credit is reusable, meaning if you don't spend the full amount in one purchase, the remaining balance stays available for future orders.
Where are your items made?
To ensure ultimate premium quality, ethical working conditions, and strict adherence to craftsmanship, all Glow by Hellen products are exclusively manufactured, cut, sewn, and embroidered in the USA and Europe.
Can I also contact you guys by phone or place an order on the phone?
At the moment, we only accept orders placed online directly on our website. While we primarily handle customer service through our dedicated support channels, you can also text us or leave a voicemail at +49 176 411 932 80, Monday–Friday. If you need help with your online order, simply send us an email and we will gladly guide you through the quick process.
Why is everything priced in dollars? I am not from the USA.
Although we ship worldwide, our standard baseline pricing operates on a global scale. Your credit card company or PayPal will simply automatically convert the total into your own native currency upon checkout based on the current exchange rate.
I find the pricing pretty much on the high end, why is this?
We pride ourselves on exceptional substance and raw, premium quality. When you shop with us, you are receiving a limited-edition piece that can only be bought in our official online store. We work with premium materials, highly skilled professional seamstresses, and custom embroidery experts in the industry. All our items are consciously made-to-order in America and Europe—we print, cut, and hand-sew your order on demand. We do not settle for sub-par materials that lose their vibrancy or stretch out of shape. Yes, it is more premium than fast-fashion alternatives, but you will receive a top-notch item that will maintain its look and outlast any generic piece you buy elsewhere.
How to unsubscribe from emails and texts?
EMAIL: Scroll all the way to the bottom of any of our emails and click "Unsubscribe".
TEXT MESSAGES: Simply reply with "STOP" to any of our text messages.
Can I use multiple discount codes on one order?
You can only use ONE discount code per order. Multiple codes are not supported on our website, and we do not combine active discounts or promotional offers.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders depending on your country. This fee is completely out of our control and is assessed by your local customs office. Customs policies vary widely for every country, so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
I have not received an order confirmation email
There are a few possible reasons why you haven't received it: 1. Your order may not have gone through successfully. 2. You may have accidentally entered an incorrect or mistyped email address. 3. The confirmation email may have landed in your spam or junk folder. Whatever the case is, our team is happy to look into this for you. Please reach out to us at nuru@glowbyhellen.com and we will verify your details right away.
How do you make your products?
Each product you see in our catalog is made on-demand, which means once you place the order, we start working specifically to deliver it to you. Making each order custom on-demand allows us to completely avoid overproduction and support a clean, sustainable movement. Every cut, stitch, and premium golden embroidery is carefully processed through our dedicated units in the US and EU.
🚚 4. Shipping and Handling Questions
Where do you guys ship to? I am not from the USA.
No worries at all, we proudly ship worldwide!
How long will it take for my item to be delivered?
When calculating the timeframe, please consider two elements: production time and shipping speed.
- PRODUCTION TIMES: All Glow by Hellen products are crafted and printed on-demand. It typically takes 2–7 business days to process and hand-craft an order before it is ready to ship out. Most orders are processed within 3 business days, but during peak seasons, expect occasional processing updates.
- ESTIMATED SHIPPING TIMES:
Once processed and handed over to the carrier, approximate shipping times are:
USA: 3–5 business days (USPS)
United Kingdom: 8–12 business days
Canada: 6–15 business days
Europe: 3–10 business days
Australia: 10–15 business days
Worldwide: 10–20 business days
didn't receive all my items, how come?
To guarantee the absolute highest quality and specialized craftsmanship, we work with focused production facilities for different item types. For instance, specific embroidered garments may be finished in a different dedicated unit than printed heavy streetwear. Therefore, if you order multiple different styles, your items may arrive in separate packages.
What do you charge for shipping?
For all orders above $100, standard shipping is completely on us! For orders under $100, standard shipping is calculated as a flat rate based on your exact global destination at checkout.
I cannot track my order via your tracking page, how come?
You will receive an automated email the moment a shipping label is generated for your order. From that point, our tracking integration kicks in. Please allow 24–48 hours for the postal carrier to physically scan the package and for updates to register on the tracking page.
Customs charged me extra for my delivery, now what?
We are incredibly sorry to hear about the additional fee, however, it is entirely beyond our control. This is a statutory import duty assessed and collected exclusively by your country's local customs authority, not by Glow by Hellen. As noted in our global shipping policy, we have no power over these random checks or national customs decisions.
I entered a wrong address and the package is returned to you, now what?
No worries at all. Please reach out to our team at nuru@glowbyhellen.com, provide us with your fully corrected shipping address, and we will arrange to re-ship the package to you as soon as it physically arrives back at our facility.
Tracking info says delivered but I have not received it, what should I do?
If the tracking number confirms delivery but you cannot locate the parcel, don't panic. Shipping carriers occasionally mark packages as "Delivered" prematurely when scanning them on the route. Please allow an extra business day, as it often arrives the following day. Additionally, please contact your local post office or carrier hotline directly—their delivery vans utilize GPS tracking, and the local office can ask the specific driver exactly where the package was securely left.
I should have received my order by now, but I still don't have it, what should I do?
Before getting in touch with us, please help us out by doing a quick check:
Verify your shipping confirmation email to ensure there are no minor typos in the delivery address.
Inquire at your local post office branch to see if they are holding a parcel for you.
Check with your immediate neighbors in case the courier safely left the package with them.
Pro Tip: Package theft is on the rise globally. If you know you won't be home to accept a delivery, always use a secure alternative address where you know someone will be present!
If your address was 100% correct and the package isn't at the post office or with neighbors, get in touch with us at nuru@glowbyhellen.com with your order number.
📏 5. Materials and Sizing Questions
What is the clothing made of and what sizes do you have?
We pride ourselves on heavy, premium substance and raw streetwear quality. Every single product page features a dedicated, highly detailed sizing chart and exact material composition breakdown for that specific piece. Please check the charts directly on the product layout to ensure your perfect relaxed or modern boxy fit.
My question is not answered in the FAQs, what should I do?
Thank you for checking our FAQs first! If you cannot find the answer to your question, feel free to contact our customer support team directly at nuru@glowbyhellen.com. If your inquiry is regarding an active order you placed, please be as descriptive as possible and remember to include your official Order Number.
Q: “I want to have the dropdown cart displayed automatically every time clients hover over it (instead of clicking on it). Is it possible?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
💼 6. Wholesale
Does Glow by Hellen operate a traditional wholesale program?
No, Glow by Hellen does not operate a traditional, mass-produced wholesale program. We believe in premium, conscious craftsmanship and unique community identity. However, we strongly believe in providing discounted access to our exclusive apparel collection to carefully selected, preferred retail partners across the globe who align with our vision. While we treat the transaction through our streamlined e-commerce system, working with us as an approved retail partner guarantees a dedicated discount on volume orders.
Will Glow by Hellen ever provide a true wholesale program?
We are always evaluating our offerings to boutique retailers and international dealers. While we currently choose to offer specific volume discounts only to select preferred retail partners to protect the exclusivity of our collection, we will look to re-evaluate our long-term wholesale program parameters in the future.