Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, you just need to contact our customer service at info@helenpaterson.com to start your returns process. You'll need to send your order number which you received in an email or paper invoice directly from us.

If your return is accepted, we'll send you our returns address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Customers are responsible for return postage when the return is due to a change of mind or an exchange.

Eligibility for Returns:

To be eligible for a return, products must be returned unworn, unwashed, in their original condition and with all tags and liners attached. Any signs of use, wear, or damage may result in the return being rejected.

Return Shipping

Customers are responsible for:

- The cost of return postage
- Choosing a carrier that provides a tracking number

We are not responsible for return shipments that are delayed or lost in transit, so we recommend a tracked service and keeping your proof of postage.

Order Cancellations

Orders may be cancelled within 24 hours.

Exceptions / non-returnable items

Sale items can be returned on exactly the same terms as full price items.

A small number of items cannot be returned:

Items made or altered to your specifications, unless they are faulty
Items sealed for hygiene reasons, such as underwear and swimwear, once the seal has been removed
Gift cards

Please get in touch if you have any question about your specific item.

Your rights under UK law

If you are shopping as a consumer in the UK, the Consumer Contracts Regulations 2013 give you 14 days from the day you receive your order to cancel it, without having to give a reason. Our 30 day window is longer than that and sits on top of it. It applies to sale items in exactly the same way.

The Consumer Rights Act 2015 covers items that are faulty, not as described, or not fit for purpose. Nothing in this policy affects those rights. When an item is faulty, return postage is on us.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.

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.

Refunds

Once your refund has been approved, it is issued to your original payment method within 10 business days. Please remember it can take a few extra days for your bank or card issuer to post it to your account.

The funds usually take up to 10 business days to show up on the payment method you originally used, though the exact timing can vary based on your bank or payment service.