Return and Refund Policy

At Helen and Luke, we aim to make our return, refund, exchange, and order cancellation process as clear as possible. If your purchase does not meet your needs, please follow the guidelines below.

Return Period

Items may be returned within 30 days of delivery.

Returns submitted after this period cannot be accepted.

Restocking Fees

We do not charge any restocking fees.

Refund Processing Time

Approved refunds will be processed within 7 days.

Please note that your bank or payment provider may require additional time before the funds appear in your account.

Exchanges

Exchanges are accepted under the conditions described below.

Terms of Service

All returns, refunds, exchanges, and cancellations are subject to our Terms of Service.

Order Cancellations

To request an order cancellation, please contact us as soon as possible at info@helenandluke.com.

Orders can only be cancelled if they have not yet entered the processing stage.

When an order has already been processed or delivered, you may request a return by following the instructions below.

Return Requirements

Returned items must meet all of the following conditions:

  • The item must be unused and unwashed.
  • The item must be returned in its original packaging.
  • All original tags must remain attached.
  • The item must be returned within 30 days of delivery.

Items that do not meet these requirements may not be eligible for a refund or exchange.

How to Return an Item

  1. Contact us at info@helenandluke.com.
  2. Include your order number and the reason for your return.
  3. Wait for our approval before sending the item back.
  4. Follow the return instructions and return address provided by our support team.
  5. Package the item securely to prevent damage during transit.

Please do not return an item before receiving approval and return instructions.

Refunds

Once your return has been received and inspected, we will notify you by email.

When the return is approved:

  • The refund will be issued to your original payment method.
  • The refund will be processed within 7 days of approval.
  • Your bank or payment provider may require additional processing time.

Return Shipping Costs

Customers are responsible for return shipping costs when the item is not damaged, defective, or incorrect.

Please ensure that the returned item is packaged securely. We are not responsible for damage caused by insufficient packaging during the return shipment.

Exchanges

Exchange requests must be submitted within 30 days of delivery.

How to Request an Exchange

Email info@helenandluke.com and include:

  • Your order number
  • The item you would like to exchange
  • The replacement item or size you would like to receive
  • The reason for the exchange

Exchange Requirements

The returned item must:

  • Be unused and unwashed
  • Remain in its original packaging
  • Have all original tags attached

After reviewing your request, we will provide instructions for returning the original item.

When the replacement item is available, it will be shipped after the returned item has been received and approved.

When the requested replacement is unavailable, a refund will be issued to your original payment method.

Damaged, Defective, or Incorrect Items

Please contact us immediately at info@helenandluke.com when you receive an item that is:

  • Damaged
  • Defective
  • Different from the item you ordered

Include the following information:

  • Your order number
  • A clear description of the issue
  • Clear photos of the item
  • Photos of the original packaging

After reviewing your request, we will arrange either:

  • A replacement at no additional cost, or
  • A full refund to your original payment method.

Customer Service Hours:
Monday – Friday: 9:00 AM – 5:00 PM Eastern Time
Saturday and Sunday: Closed

Email: info@helenandluke.com
Phone: +1 307 310 3725
Contact Form: Contact Us

We aim to respond to emails within 24 hours.