Refund Policy

Returns

You may cancel your order at any time from the moment of purchase, to up to 14 days after the date you receive your goods. If your order has not yet been dispatched, your refund will be processed in full, as soon as possible. Depending on your bank and your payment method, refunds can take 3-7 working days to appear in your account.

To cancel your order, please send an email to post@heleddowen.co.uk with your order number and a note about your request to cancel. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the proof of purchase. 

If your return is accepted, we’ll provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that return postage is the responsibility of the customer unless the item is incorrect/faulty.

Unfortunately, we cannot accept returns on sale items or gift cards.

You can always contact us for any return question at post@heleddowen.co.uk.

 

Damages and issues 
Please inspect your order upon receipt and get in touch immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You may be asked to provide a photo or two of the issue and we'll get it sorted.


Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.