Orders
When is my order sent out?
Orders placed before 17:00 are picked up the same working day. Anything after that goes out the next working day.
How long will I wait for my order?
Count 1 to 3 working days for us to get it ready, then 5 to 8 working days in transit. So 6 to 11 working days in total. Weekends and bank holidays do not count.
Can I cancel my order?
Yes, as long as you tell us within 24 hours of placing it. Message us through our contact page with your order number and we will take care of it.
Can I change my address after ordering?
Get in touch as soon as you can. If your parcel has not left yet we can usually update it. Once it is with the courier we cannot.
Delivery
Where is my parcel?
You can follow it on our order tracking page. Enter your tracking number or your order number.
My tracking has not moved for a few days, is something wrong?
It happens. A parcel can sit at a sorting hub or in customs for a couple of days without any update. If nothing has changed after a week, write to us and we will chase it.
Do you deliver at weekends?
No. Our delivery times only count working days, Monday to Friday.
Full details are in our Shipping Policy.
Returns and refunds
How long do I have to return something?
30 days from the day your order arrives.
How do I start a return?
Email us at info@helenpaterson.com with your order number. We will confirm the return and send you the address to post it to. Please do not send anything back before we confirm, we cannot accept it.
In what condition do I have to send it back?
Unworn, unwashed, in its original condition, with all tags still on. If an item looks worn it may be refused.
Who pays for the return?
If you changed your mind or want a different size, the return postage is yours. If the item arrived damaged or if we sent you the wrong one, tell us straight away and we will make it right.
I want a different size, can I exchange?
The quickest way is to return the one you have and place a new order for the size you want. That way you do not wait twice.
When do I get my money back?
Once your return is approved, the refund goes back to the payment method you used. Banks usually take up to 10 working days to show it.
Everything is written out in our Return and Refund Policy.
Payment
What can I pay with?
Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay and Shop Pay.
What currency am I charged in?
Pounds sterling. Every price on the site is in GBP.
Is it safe to pay here?
Yes. Checkout runs on an encrypted connection and we never see your full card number. Our Transaction Policy explains how it works.
Still stuck?
Write to us at info@helenpaterson.com or through our contact page. We answer Monday to Friday, 09:00 to 17:00 UK time, and we aim to come back to you within 24 hours.