Refund policy
Return Policy
If you are not completely satisfied with the items you received, you may return or exchange them within 30 days of receipt, provided they are in their original condition and suitable for resale.
Items that appear to have been used, washed, or are not in their original condition cannot be refunded or exchanged. We recommend trying on the products in a suitable environment, ensuring they remain in perfect condition should you need to return them.
If the return is made from outside the European Union, any customs duties or import fees charged during the process will be deducted from the refund amount.
How to return an order
You may return your order by contacting us via the “About Us” form or by email at: contact@helenamar.com
Please indicate the order number, your name, as well as the preferred day and time for collection. Helena Mar will arrange the collection of your order.
If you wish to exchange an item for a smaller or larger size, please indicate the items you wish to receive, specifying the model name, size, and color desired. We will then check stock availability and inform you if the exchange is possible.
Upon receiving the returned item, we will inspect its condition. Within 48 business hours, we will dispatch the new size and provide the tracking information. The estimated delivery time is 3 to 7 business days.
How to exchange an order
We can only exchange items for different sizes. If you wish to get a size smaller or bigger than your original order, please proceed to contact us to inform the items you want to return and with the details you neet, like size and color you wish to get.
After that, we will check availability of stock for your exchange size and inform you accordingly. If there are conditions to proceed with the exchange you will be asked to return the item(s) to us, if possible accompanied by a copy of the invoice. For this, you may return the item(s) in person at one of our stores or ship the item(s) using any carrier of your choice.
Once we receive the item, we will check its condition. In 48 working hours we will ship the exchange size to you and send you the tracking information for it. Please allow for 3 to 7 working days to receive your exchange size.
If you have any further question on how to return or exchange your item, don’t hesitate to contact us.