Return Policy

At Helen & Mark London, we do everything we can to ensure our customers are satisfied. However, we understand that there may be situations where you wish to return an item. This Return Policy explains our terms and conditions clearly.

1. Conditions for Returns

To be eligible for a return, the following conditions apply:

  • A return request can only be submitted after the item has been physically received by the customer.

  • Return shipping costs are the responsibility of the customer, including any international shipping or customs fees.

  • Items must be unused, unwashed, undamaged, and returned in their original condition, with all tags and labels still attached.

  • Trying on an item is permitted; wearing or using the item is not.

  • Returns of items that were intentionally ordered in multiple sizes with the intent to partially return are not accepted.

2. Return Process

To ensure a smooth return process, please follow the steps below:

  1. Submit your return request by emailing info@helenmarklondon.com within 14 days of receiving your order.

  2. After approval, you will receive the return address of our supplier, which may be located outside your country of residence.

  3. Send the item back at your own expense, including any applicable customs duties or shipping fees.

  4. We strongly recommend using a track & trace shipping method, as we cannot be held responsible for lost return shipments without tracking.

3. Refunds

Once the returned item has been received at the return address and inspected, and provided it meets our return conditions, the purchase amount will be refunded within 14 days using the original payment method.

Please note that original shipping costs are non-refundable.

4. Liability & Responsibility

  • Helen & Mark London is not responsible for lost packages if the tracking information indicates the parcel was delivered to the address provided by the customer.

  • If an incorrect or incomplete shipping address is provided, this remains the customer’s responsibility.

  • Any address changes or corrections must be reported within 24 hours after placing the order.

5. Contact

If you have any questions regarding returns or refunds, please contact our customer service team:

Email: info@helenmarklondon.com