Refund policy

Delivery methods

Delivery is only made after payment is confirmed by H E L E N A  T H U L I N’s bank. Your order will be delivered to the address supplied when the order is placed, by La Poste depending on your region and can take 3 to 4 days in France and within the European Union and up to 10 days for international deliveries. Any parcel returned to Helena Thulin due to an incorrect or incomplete delivery address will be redispatched at the buyer’s expense. Your signature will be requested on delivery. If you are not available, a failed delivery notice will be posted in your letterbox, enabling you to collect your parcel from the carrier. Parcels will be held for collection for seven (7) calendar days. Where a parcel is not received within the stated time, the matter is investigated with the carrier. Where the order is not received within the time specified above, for any reason other than force majeure or the actions of the sser, any sale may be cancelled at the buyer’s written request, in accordance with Articles L138- 2 and L138-3 of the French Consumer Code (Code de la consommation). All amounts paid by the sser will then be refunded to him/her no later than fourteen (14) days following the date of termination of the contract, save for any compensation or deduction.

Returns

On receipt of his/her order, the buyer shall check the compliance of the Products received in performance of that order. Any anomaly affecting the delivery (namely: missing or damaged Products, damaged parcels) must first, without fail, be noted on the delivery slip in the form of handwritten, signed reservations to the carrier. Following this, any anomaly must be reported as soon as possible after receipt of the products to the H E L E N A  T H U L I N  buyer care team: By letter via ordinary post to H E L E N A  T H U L I N , 38 rue Eugène Carrière, 75018 Paris, France By e-mail at sales@helenathulin.com In the case of a delivery error, the buyer shall make any claim regarding an error and/or the non-compliance of the nature or quality of products in relation to the indications on the order form, to H E L E N A  T H U L I N  within three working days after delivery. Any claim made after this deadline will be rejected. The claim can be made by the buyer by email, to sales@helenathulin.com Any claim not made in accordance with the regulations defined above and within the given deadlines cannot be taken into account and will release Helena Thulin from any liability vis-à-vis the buyer. In the case of a delivery error or exchange, any product to exchange or be reimbursed shall be returned to H E L E N A  T H U L I N  in full and in its original packaging to the following address: H E L E N A  T H U L I N, 38 rue Eugène Carrière, 75018 Paris The return costs are taken care of by customer. In the event of abnormal or unreasonable returns, H E L E N A  T H U L I N  may refuse to honor any future order.

Right of Withdrawal

In accordance with the applicable legal provisions, the buyer has a period of fourteen (14) days from the date of receipt to exercise his/her right to withdraw from the contract with H E L E N A  T H U L I N, without having to provide any explanation or pay any penalty, provided that the product(s) is (are) returned in its (their) original condition, neither worn nor washed, within fourteen (14) days of communication of the decision to withdraw. Damaged, soiled or incomplete Products will not be accepted. The Product(s) must be returned in its (their) original inner and outer packaging, to the following address: H E L E N A  T H U L I N, 38 rue Eugène Carrière, 75018 Paris, France The right of withdrawal may be exercised by contacting the buyer care team: sales@helenathulin.com The parcel return costs shall be borne by the customer. If the above-mentioned conditions are fulfilled, H E L E N A  T H U L I N shall provide the buyer with a refund in the amount of his/her order (excluding the shipping fees) on the date Helena Thulin receives the products.

Exchanges

The buyer has a period of fourteen (14) days from the date of receipt of the original order to request an exchange by writing to us by email at sales@helenathulin.com

The buyer must return the Product(s) to be exchanged, in its/their original condition, within fourteen (14) days of the exchange request made via the website. The Product(s) must be returned in its/their original inner and outer packaging, to the following address: H E L E N A  T H U L I N, 38 rue Eugène Carrière, 75018 Paris, France. If the above-mentioned conditions are fulfilled, H E L E N A  T H U L I N shall enter a new order for the product(s) to be exchanged and ship it/them to the delivery address appearing on your original order, subject to stock availability. The shipping fees shall be borne by the customer.

If the product(s) is/are no longer available, H E L E N A  T H U L I N shall refund the buyer the amount of the initial order, including shipping fees, the day the returned product(s) is/are received. If the above-mentioned conditions are not met, and in particular if the product(s) is/are not in a saleable condition, H E L E N A  T H U L I N will not make the refund and the product(s) at issue will be returned to the buyer at the delivery address appearing on your original order. If, after the exchange, you are still not satisfied with the exchanged product(s), H E L E N A  T H U L I N will reimburse the buyer the amount of the initial order, the day the returned product(s) are received, provided that the product(s) is/are in a saleable condition.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed minus the amount of the return cost then borne by the customer (see rates below*), and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Returns cost in case of refund, rates
 France 8€
UE 18€

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@helenathulin.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.