Return & Shipping Policy
Returns
Returns can be made within: 30 days of receiving your order. Products must be unused, undamaged, and returned with original labels and packaging. Products that are not suitable for hygiene reasons (such as lingerie or swimwear) cannot be returned.
Direct exchanges are not possible. If you would like a different size or color, you may return the item (if eligible) and place a new order.
Return Shipping Costs
Responsibility: All customers are responsible for return shipping costs. Returns must be shipped to our international returns facility. We will send you the return address of our supplier (based in China). Return shipping costs start from approximately $25 CAD, depending on your carrier, location and the quantity of items.
Track & Trace: We strongly recommend shipping your return with Track & Trace, as we are not responsible for lost return shipments. After sending your return, you will receive a Track & Trace code from your carrier. If you would like us to process your return faster, please email the Track & Trace code to support@helenandjudith.com
Need help? Because international return shipping can be costly, we recommend contacting our customer service team first. In many cases, we can help find a suitable solution without requiring a return. To register a return, notify us at support@helenandjudith.com
Shipping
Free Shipping: There are no shipping costs for your order.
Fast Processing: We ship your order as quickly as possible after purchase. Orders are processed within 1–3 business days.
Shipping Time: Delivery typically takes approximately 6–9 business days. But sometimes it can take a little longer due to circumstances. All our items are shipped directly from our international warehouse.
Track & Trace: As soon as your order has been shipped, you will receive a Track & Trace code to follow your delivery. We aim to ensure a smooth and reliable delivery experience for all customers.
Communication in Case of Delays: If your delivery takes longer than expected, we will make sure to inform you in a timely and transparent manner.
Fees: Please note that depending on your payment provider or bank, additional international transaction fees, currency conversion charges, or processing fees may be applied. These fees are not charged, collected, or controlled by us, and therefore cannot be refunded or reimbursed by our company. Any such charges are solely determined by your bank or financial institution.
Damaged, Incorrect, or Defective Products
If you receive the wrong or a damaged product: Email us immediately at support@helenandjudith.com with your order number and clear photos of the issue. We will review the situation and arrange an appropriate solution.
Exceptions
Defective or Incorrect Products: If you receive a defective or incorrect product, we will send a replacement – please contact customer service first. We'll help you with the process of returning. If an issue occurs again with the replacement, you will receive a full refund of the purchase price.
Wrong Size or Color: If you ordered the wrong size or color, please contact customer service first. We are happy to assist you in finding the best solution. We kindly ask customers to contact us before returning a defective product, so we can provide proper guidance and avoid unnecessary shipping costs.
Cancellations
Please note: Orders may be canceled within 24 hours of being placed, provided that the order has not yet been shipped and no processing or shipping costs have been incurred on our side. If the order has already been processed, shipped, or costs have already been incurred, cancellation or return fees may apply. We therefore advise customers to carefully review their order before completing checkout.
Refunds
Processing time: Refunds are processed within 14 days after we receive and inspect the returned products. We will wait to process your refund until the items have been received and checked for proper condition.
Payment method: Refunds are issued via the same payment method used for the original purchase.
Cancellations: In the case of cancellation (where applicable under consumer law), we will refund all eligible costs within 14 days after you inform us. Please note that specific conditions and exceptions may apply. We recommend reviewing our Terms and Conditions for full details.
30 Day Money-Back Guarantee
Guarantee: Helen & Judith Vancouver offers customers a fair return and resolution policy on all products. As our products are offered at promotional pricing, the standard 30-day money-back guarantee does not apply. However, this is in addition to and does not affect the customer’s statutory right of withdrawal under applicable consumer protection laws.
Conditions: If a customer wishes to make use of the 30 day money back guarantee, the product must be returned unused, undamaged, and in its original condition to the return address provided by Helen & Judith Vancouver. As with standard returns, this may involve shipment to our designated international return facility. Return shipping costs remain the responsibility of the customer.
Sale items: As all of our products are offered at promotional pricing, the standard 30-day money-back guarantee does not apply. However, we always aim to provide a fair, customer-friendly, and environmentally conscious solution if there is an issue with your order. Depending on the situation, we may offer a partial refund, store credit, or a replacement item of equal value in consultation with the customer.
In many cases, customers may keep the original product when a partial refund or replacement is provided. This approach helps avoid unnecessary return shipping costs and reduces environmental impact by limiting additional transportation and waste. Our goal is always to find a reasonable and ethical solution that is fair for both the customer and our business.