Refund policy
We choose premium, conscious craftsmanship. Because each item from the HELLEN'S ORIGINAL collection is custom-crafted especially for you after you place your order, we do not support mass overproduction. Therefore, we do not offer standard cash refunds for "change of mind"—we provide easy exchanges or store credit.
We offer exchanges or store credit within 14 days of delivery. Items must be unworn, unwashed, unaltered, and in their original condition with all tags attached. Final sale items are not eligible for return or exchange.
Easy Returns & Exchanges
All returns must be reviewed and approved by our customer service team before being shipped back. To start your process, please get in touch with our team at nuru@glowbyhellen.com.
Before you submit a request, please read the following instructions carefully:
Reasons for Returns & Exchanges
We Do Not Accept Returns, Refunds, or Exchanges If:
Order Cancellations
Because your items enter our custom production process almost in real-time, we cannot cancel orders once they are placed. There are no cancellations or refunds for accidental or test orders. Please do NOT place an order if you are not sure about your purchase. If you have questions, ask our customer service BEFORE placing an order.
Refused Packages
If you refuse a shipment from Glow by Hellen for any reason, you will be responsible for the original shipping charges, any customs duties/taxes incurred to re-import the package, and the cost of return delivery.
Because all items are custom-made to order especially for you, refused and returned packages will be processed as returns with a 70% restocking fee. The remaining balance will be issued as store credit, or the package can be re-shipped back to the customer at their expense. In rare, one-time exceptions where a cash refund is approved for a returned order, a 30% restocking fee will apply, and all items must be returned unworn in their original packaging.
Price Adjustments
Glow by Hellen does not currently honor post-purchase price adjustments or retroactive promotional discounts to existing orders if prices fluctuate due to seasonal trends or active promotions.
Easy Returns & Exchanges
All returns must be reviewed and approved by our customer service team before being shipped back. To start your process, please get in touch with our team at nuru@glowbyhellen.com.
Before you submit a request, please read the following instructions carefully:
Reasons for Returns & Exchanges
- A CHANGE IN SIZE: Selected the wrong size? No worries. We are happy to exchange the size for you, but please note that no cash refunds are given for incorrect size choices. Only 1 free exchange is allowed per order, and return shipping for exchanges is at the customer's expense. Outbound shipping costs paid are non-refundable.
- YOU RECEIVED THE WRONG ITEM: Although we double-check everything, human error can happen. If we sent you the wrong piece, please attach a clear photo of the incorrect item when contacting our support at nuru@glowbyhellen.com before sending it back.
- PACKAGE LOST IN TRANSIT: If you provided the correct address and the package has not arrived within the estimated shipping time as per our shipping policy, plus 15 business days for unexpected carrier delays, or if there is no tracking update for more than 10 business days, please reach out to us. If we are unable to trace down the package, we will re-ship a replacement free of charge. Please contact us within 10 business days from the last estimated delivery date so we can assist you. Once shipped, the customer is responsible for monitoring tracking updates.
- 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 accidentally gets through, we take full responsibility and provide a 100% free replacement. In this case, you do not need to return the item—you can keep it, repair it, or give it away. Just send us a clear photo of the damage to our email.
We Do Not Accept Returns, Refunds, or Exchanges If:
- You want a refund because you "changed your mind". We craft on demand, and all items are made special for you.
- You do not contact our team at nuru@glowbyhellen.com to have your request reviewed and approved prior to sending your product back.
- You have requested an exchange or credit after 14 days of receiving your package.
- The exchange item is a different print, style, or collection than the original item.
- The item(s) have been worn, washed, or 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 marked as Final Sale.
Order Cancellations
Because your items enter our custom production process almost in real-time, we cannot cancel orders once they are placed. There are no cancellations or refunds for accidental or test orders. Please do NOT place an order if you are not sure about your purchase. If you have questions, ask our customer service BEFORE placing an order.
Refused Packages
If you refuse a shipment from Glow by Hellen for any reason, you will be responsible for the original shipping charges, any customs duties/taxes incurred to re-import the package, and the cost of return delivery.
Because all items are custom-made to order especially for you, refused and returned packages will be processed as returns with a 70% restocking fee. The remaining balance will be issued as store credit, or the package can be re-shipped back to the customer at their expense. In rare, one-time exceptions where a cash refund is approved for a returned order, a 30% restocking fee will apply, and all items must be returned unworn in their original packaging.
Price Adjustments
Glow by Hellen does not currently honor post-purchase price adjustments or retroactive promotional discounts to existing orders if prices fluctuate due to seasonal trends or active promotions.