Shipping policy

Helena’s Wholesale — Shipping Policy

Orders are processed within 1–2 business days (excluding weekends and holidays) after payment is confirmed and all items are in stock.
If an order includes special-order items or items with lead times, dispatch may take longer; customers will be informed in such cases.
“Business days” means Monday through Friday, excluding public holidays.

We use a local tracked delivery service (e.g. Royal Mail Tracked, courier) for UK orders.
Estimated transit time: within 3 working days after dispatch.
Shipping cost (flat rate or calculated) depends on order weight, dimensions, and delivery postcode.
If your order exceeds a certain size/weight threshold, we may ship via a pallet or courier service; in such cases, you will be quoted a shipping fee in advance.

We ship to mainland Europe and selected other international destinations.
Estimated transit time: up to 7 working days (may vary depending on country, customs, and carrier).
Shipping charges are calculated at checkout, or for large orders we may provide a bespoke quote.
Import duties, taxes, VAT, customs charges, and handling fees (if any) are the responsibility of the buyer.
If an order is returned to us because of unpaid customs charges or refusal to accept delivery, the customer will be responsible for shipping costs (outbound + return) and a restocking fee may apply.

We ship via trusted carriers / couriers (Royal Mail, UPS, DHL, etc.), depending on destination and service selected.
Once your order has been dispatched, you will receive an email with a tracking number.
You can also view tracking details in your Helena’s Wholesale account (if applicable).
Please allow for occasional transit delays due to customs, carrier handling, or unforeseen circumstances.

Shipping rates displayed at checkout are generally accurate based on weight, dimensions, and destination.
We include a small handling/packaging fee to cover packing materials, processing, and administrative costs.
In rare cases (oversized orders, multiple pallets, or where carrier rates change), we reserve the right to adjust shipping charges and will contact you before final shipment.
If the shipping cost calculated is significantly lower than what the carrier actually charges us, we may ask you to cover the difference (with your approval). Conversely, if it's overestimated, we will refund the difference.

It is the buyer’s responsibility to enter a complete and correct delivery address (including apartment/suite, postcode, etc.).
If a shipment is delayed due to an incorrect or incomplete address, or needs address correction, any additional fees incurred will be passed on to the customer.
We cannot be liable for lost or delayed shipments caused by customer address errors.

Upon receipt, inspect your package carefully. If you find damage, take photos of the damaged package (exterior and interior) and contents, and retain all packaging.
Report damage or missing items to us within 3 business days of delivery.
We will assist with a carrier claim, but claims depend on the carrier’s decision and insurance.
Once the shipment leaves our warehouse and is in the carrier’s hands, liability transfers to the buyer (carrier is responsible for in-transit damage or loss).

If an order is refused by the recipient or returned due to failed delivery, the customer is responsible for outbound and return shipping costs, plus a restocking fee (e.g. 10–20%).
Prior authorization is required for returns. Contact us to receive a Return Authorization number (RAN) before sending any goods back.
Returns without prior authorization may be refused.

Some remote regions or islands may incur extra charges or may not be reachable via standard courier services.
PO Boxes or APO/FPO addresses may have restricted service; for such addresses, we may require alternative shipping methods or a physical address.
We reserve the right to refuse shipment of certain products to particular destinations if prohibited by law or carrier restrictions.

For international shipments, the buyer is responsible for any import duties, customs fees, VAT, or any related charges required by their country.
If customs refuses entry or the customer fails to pay those fees, leading to the goods being returned or destroyed, the buyer will bear all associated costs, along with any restocking fee.
We advise customers to check their local customs rules before placing an order.