Shipping Policy
Last updated: July 19, 2026
At Helen and Luke, we aim to provide a clear and reliable shipping experience. This Shipping Policy explains our order processing times, estimated delivery times, shipping costs, tracking, cancellations, and delayed or damaged shipments.
Key Information
Order Cut-Off Time: 6:00 PM Eastern Time (ET)
Order Processing Time: 1–2 business days, Monday through Friday
Transit Time: 3–4 business days, Monday through Friday
Estimated Delivery Time: 4–6 business days
Shipping Costs: Free shipping on all orders within the United States
Shipping Destinations: We currently ship to addresses within the United States only
Business days are Monday through Friday and exclude public holidays.
Delivery estimates begin after an order has been successfully placed and payment has been confirmed.
Order Processing
Orders placed before 6:00 PM Eastern Time (ET) are normally processed within 1–2 business days.
Orders placed after the cut-off time, during weekends, or on public holidays will begin processing on the next business day.
Once an order has entered processing, we may be unable to change its items, shipping address, or other order details.
During periods of high demand, processing may take slightly longer than usual.
Tracking Information
All orders are shipped with tracking where available.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.
You can also check the progress of your shipment through our Track Your Order page.
Please allow up to 48 hours after receiving your shipping confirmation for tracking information to become active.
Order Cancellations and Address Changes
To request an order cancellation or address change, contact us as soon as possible at info@helenandluke.com .
Cancellations and address changes are only possible if the order has not yet entered processing or been dispatched.
We cannot guarantee that a cancellation or address change can be completed after an order has been submitted.
When an order can no longer be cancelled and you no longer wish to keep the item after delivery, you may request a return by following our Return & Refund Policy.
Possible Delays
Although we make every reasonable effort to deliver orders within the estimated timeframe, delays may occasionally occur due to circumstances outside our control, including:
- Peak shopping seasons
- Public holidays
- Severe weather or natural disruptions
- Customs inspections
- Unexpected carrier delays
- High order volumes
- Incorrect or incomplete shipping addresses
- Transportation or logistical disruptions
If your order has not arrived by the end of the estimated delivery period, please allow up to 3 additional business days.
If it has still not arrived after this additional period, contact us at info@helenandluke.com with your order number. We will review the tracking information and investigate the shipment.
Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate shipping address during checkout.
Please contact us immediately when you notice an error in your shipping address.
We cannot guarantee that an address can be changed after an order has entered processing. We are not responsible for delays or failed deliveries caused by incorrect or incomplete address information supplied by the customer.
Additional shipping charges may apply when a parcel must be shipped again because an incorrect or incomplete address was provided.
Lost or Undelivered Packages
When tracking shows that your package is delayed, lost, or undeliverable, contact us at info@helenandluke.com .
We may ask you to confirm your shipping address and provide other information needed to investigate the shipment with the carrier or fulfillment provider.
When tracking shows that a package was delivered but you cannot locate it, please:
- Check around the delivery location
- Ask household members or neighbors
- Check with your building reception or mailroom
- Contact the shipping carrier
- Contact us when the package still cannot be located
Each case will be reviewed based on its tracking information and delivery circumstances.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, contact us promptly at info@helenandluke.com and include:
- Your order number
- A clear description of the issue
- Clear photographs of the item
- Photographs of the original packaging and shipping label
After reviewing your request, we will arrange either:
- A replacement at no additional cost, or
- A full refund to your original payment method
Do not return an item before receiving approval and return instructions from our customer service team.
We aim to resolve these cases as quickly as reasonably possible.
Returns and Refunds
Shipping-related return requests, exchanges, refunds, and damaged or incorrect items are also subject to our Return & Refund Policy.
The return address may differ from our business address and fulfillment location.
Do not send returns to our business address, warehouse, or fulfillment provider unless our customer service team has provided that address in your return instructions.
Contact Information
For questions about shipping, tracking, delivery, or your order, contact us at:
Store Name: Helen and Luke
Legal Business Name: GVA TRADING LLC
Business Address:
15442 Ventura Blvd.
Ste 201-2035
Sherman Oaks, California 91403
United States of America
Email: info@helenandluke.com
Phone: +1 307 310 3725
Contact Form: Contact Us
Customer Service Hours:
Monday – Friday: 9:00 AM – 5:00 PM Eastern Time (ET)
Saturday and Sunday: Closed
We aim to respond to emails within 24 hours.