Refund policy

We offer easy returns & exchanges within 100 days of delivery—no questions asked. Items must be unworn and unwashed. Final sale items are not eligible for return or exchange (clearly marked on the product page).

Easy Returns & Exchanges To start a return or exchange, please get in touch with our team at nuru@glowbyhellen.com. Requests for exchanges must be made within 100 days of receiving your package.

ALL RETURNS MUST BE REVIEWED BY OUR CUSTOMER SERVICE TEAM BEFORE BEING SHIPPED. Before you submit a request, please read the following instructions carefully:

REASONS FOR RETURN & EXCHANGE

A CHANGE IN SIZE It happens that you select a wrong size, no worries. Please contact us and we will assist you with the exchange. While we are happy to exchange the size, no refunds are given for incorrect size choices. Only 1 free exchange allowed per order.

YOU RECEIVED WRONG ITEM Although we double check everything, it can happen that we send you the wrong item. 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 shipping policy, plus 15 business days for possible delays, or there is no update on the tracking info 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. Once we ship the package the customer is responsible to follow the tracking updates.

 

YOU RECEIVED A DAMAGED/FAULTY ITEM All orders go through a 3-step quality check before we ship them out. However, if a damaged item was accidentally let through, we take full responsibility and provide a free replacement. In this case, you do not need to return the item. Please submit a request and include a photo of the damaged good. If the damage is visible, we will send you a new item 100% free of charge.

Glow By Hellen does not provide prepaid returns shipping labels at the moment, and returns shipping for exchanges is at the customers expense. Outbound shipping costs paid are non-refundable.

WE DO NOT ACCEPT RETURNS, REFUNDS, OR EXCHANGES IF:

  • You "changed your mind". We print on demand and all items are made specifically for you.

  • You do not have your return request approved by our team prior to sending the product back.

  • You requested an exchange after 100 days of receiving your package.

  • The exchange item is a different print or style than the original item.

  • You request a cancellation after the order is placed (printing begins almost in real time).

  • The item(s) have been worn, washed, or altered in any way.

  • The garment is a swimsuit, bikini set, bikini bottom, swim trunks, or boxer briefs.

  • The item(s) do not have original tags or are not in salable condition.

  • The item(s) are marked as Final Sale.

We don't offer refunds - only exchanges or store credit because each item is made on-demand after you place an order.

REFUSED PACKAGES If you refuse a shipment from Glow By Hellen, you will be responsible for original shipping charges, customs duties, and the cost of return. These fees will be deducted from your return amount. Refused packages will be processed as returns with a 70% restocking fee, the balance will be refunded as store credit. In rare cases where a refund exception is made, a 30% restocking fee will be charged.

PRICE ADJUSTMENTS Glow By Hellen does not currently honor post-purchase price adjustments to existing orders.