Help Center

Help Center

Please allow 2-5 business days of processing and production time for your order to ship. 

As soon as your product ships, you'll receive a tracking number that will let you keep tabs of where your order is at all times. 

Please note- if you ordered more than one item, it may be shipped separately and you may receive more than one package and tracking. Please allow 1--3 business days from the time an item is shipped for movement to show on your tracking number.

Also, depending on your location, standard shipping time is quoted by the mail carrier as 4-12 business days, typically for USA orders it can take approximately 4-5 business days.

(Shipping carriers are experiencing delays due to the COVID-19 pandemic)

Check your local mail carrier website for the latest updates on how Covid-19 is affecting deliveries. 

Please be advised that orders are to be processed within 2 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

U.S. orders are to be shipped via USPS & FedEx and International Orders will be shipped depending on the fulfillment center the product is from.

Depending on your location, standard shipping time is quoted by the mail carrier as 4-12 business days, typically for USA orders it can take approximately 4-5 business days. 

Average transit times to International: 15-45 Business days.

There are circumstances that are out of our control (such as natural disasters, holidays, weather, etc.) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.

 PLEASE ORDER AHEAD OF TIME IN EVENTS PLANNED AHEAD.

(Shipping carriers are experiencing delays due to the COVID-19 pandemic)

Check your local mail carrier website for the latest updates on how Covid-19 is affecting deliveries. 

Your 100% satisfaction is important for us. We offer a 30-day Return & Exchange Policy:

  • If a product gets damaged or was faulty upon a delivery - we offer 100% refund.
  • Timing: we have a 30-day Return & Exchange Policy, since the day item was received.
  • To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
  • Please note: Certain type of items cannot be returned, like perishable good (such as food, flowers, or plants), custom products (such as special orders, personalized items, or custom apparel), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 
  • For returns, please email support@helenity.com with the subject 'Returns' and include your order number, name and the reason for the return along with a photo of the item's condition. 
  • We will provide the customer with instructions where to send returned goods. 
  • Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations. 
  • If you're shipping an item over $75, consider using a traceable shipping service or purchasing shipping insurance. We do not guarantee receipt of your return shipment. 
  • When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
  • If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after. Please note, it can take some time for your bank or credit card company to process and post the refund too. 

You are able to cancel your order with no penalty! You must cancel your order within the first 12 hours after purchasing for the cancellation to be applied. If the item has already shipped, please email us at support@helenity.com. All you need to do is send us an email with the subject line "CANCEL".

If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information. Notify us immediately via email at support@helenity.com. If the address is wrong, we can correct this within 24 hours free of charge.

If you provide the wrong address, and your order is returned to us by the mail carrier, we will reship it to you.  You will need to pay a shipping and handling fee to cover the costs of reshipping.  If you choose not to have us reship the order, we will refund you, but the refund will not include original shipping costs, priority processing or insurance.  

Sometimes these packages are refused by the manufacturer and destroyed by the postal carrier.  Sometimes they end up lost in transit.  In any case in which we do not receive the package back, we can provide a 50% store credit towards a new item.