Your Right to Cancel

Under the United Kingdom Consumer Contracts Regulations, customers have the right to cancel their order within 14 days of receiving the goods without providing a reason.

To exercise your right to cancel, please contact us via email before returning your item.

Return Eligibility

To qualify for a return:

• The item must be unused, unworn, and in its original condition.
• The product must be returned in its original packaging.
• Proof of purchase must be provided.
• The return request must be made within 14 days of delivery.

Non-Returnable Items

For hygiene and safety reasons, earrings and certain personal jewellery items may not be eligible for return unless faulty or damaged upon arrival.

Personalized or custom-made items are non-refundable unless defective.

Damaged, Faulty or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery and include clear photographs of the product and packaging.

Refund Process

Once your returned item has been received and inspected, refunds will be processed to the original payment method within 5–10 business days.

Where required under UK consumer law, the original standard shipping cost may also be refunded.

Return Shipping

Customers are responsible for return shipping costs unless the item received is faulty, damaged, or incorrect.

We recommend using a tracked shipping service, as Helena Vale cannot guarantee receipt of returned items without tracking confirmation.

30-Day Warranty

Helena Vale provides a 30-day warranty covering manufacturing defects and faulty workmanship.

This warranty does not cover:

• Normal wear and tear
• Accidental damage
• Improper use or storage
• Exposure to water, chemicals, or perfumes