Policy and Terms of Conditions

South Africa Delivery Info 

Good news, as a customer of Shop.HellenRose you’re entitled to our standard free delivery service for orders R1500 and moreStandard delivery operates weekdays  Mon-Fri, 8AM – 5PM. To ensure you get all your goods before the weekend, please place your order by Tuesday 5PM to receive by Friday at the latest. Our standard delivery fee is R100.

All South African orders take approx 1-3 working days, however should your item  be located in a different warehouse or need to be sourced from the supplier it can take up to 6-8 working days.

NEXT DAY DELIVERY

Need that item asap? All our products state whether they’re available for RSA next working day delivery.  If it’s a match, then next working day delivery needs to be placed by 1.30PM, to be received the following day by 5PM latest. Next day delivery does not apply to remote areas.

Next day delivery costs R120

Next day delivery is only for the next business day, so if you’ve placed an order on Friday after 2PM  or the weekend, then you’ll receive it on the following Tuesday, as it will be processed on the Monday.

Bank holidays and public holidays are for resting, so any next day deliveries placed on these days will be dispatched on the next working day and delivered to the customer the following day.

SAME DAY DELIVERY (Applies only to Central Johannesburg & Pretoria – click here to see if your area is included)

Need that item asap, ASAP? All our products state whether they’re available for RSA same day delivery. If it’s a match, then same day delivery needs to be placed by 9.30AM, to be received the same day by 5PM latest. Same day delivery costs R150.

DELIVERY SERVICE

All our deliveries are handled by The Courier Guy.

Reliability and timely delivery is very important to us, which is why we chose them and why we also use a signed-for delivery service.

Please make sure you or someone you know will be present either at a home or work address to accept your delivery. You will be contacted upon the arrival of the delivery guy. If no-one is in, the delivery service may attempt to deliver again, given you communicate and make arrangements with them or you may collect at their depot.

RETURNS AND EXCHANGES(sub button 2)

Want to return your order to us? You can return your online purchase straight to our warehouse should you decide you no longer want it. The return address can be found on our Returns form which you will find enclosed with your delivery.

RETURNS

Sometimes what you thought you wanted, you realise you may not want anymore and you change your mind. It happens and we get it! So here at Shop.Hellenrose we’re happy to accept returns on any product that is unused or unworn and still with all its labels and packaging. This applies to any item dispatched to us within 14 days of receipt by you.

It’s important to know that shipping costs are not covered by Shop.Hellenrose when sent back, so our courier service will collect the item from you on the date that you wish for it to be collected as stated on the return form, which should be after our standard return collection fee of R100 is paid and has reflected in our accounts. 

Fortunately, our return instructions on the returns form enclosed with your delivery makes sending it back hassle free. Make sure you mail your returns back to us within 14 days of receipt.

Misplaced your returns form? Dont panic! Just pop us an email at returns@hellenrose.co.za and we’ll gladly send you one.

When filling out the sheet, please make sure you indicate if you would like a refund or an exchange. Some items are not eligible for a refund (e.g. sale items).

Payments will be credited back to the banking details stated on the returns form.Returns for refund are processed within 2-3 working days of receiving the item. Card refunds may take up to 10 business days for your bank to complete, depending on their processing time. 

EXCHANGES

Sometimes the fit isn’t right. It happens and we get it! So here at Shop.Hellenrose we’re happy to accept exchanges on any  product that is unused or unworn and still with all its labels and packaging. This applies to any item dispatched to us within 14 days of receipt by you.

Exchanges take around 2-3 working days to process, plus the delivery time to your area.

It’s important to know that shipping costs are not covered by Shop.Hellenrose when sent back, so our courier service will collect the item from you on the date that you wish for it to be collected as stated on the return form, which should be after our standard exchange collection and re-delivery fee of R200 is paid and has reflected in our accounts.

Fortunately, our exchange instructions on the returns form enclosed with your delivery makes sending it back hassle free. Make sure you mail your returns back to us within 14 days of receipt and identify which item you would like replaced and with what item you would like in its place & its size if applicable (please ensure that the item you’d like is available on the online store).

Feel free to be picky! You can exchange your item for any size or item (permitted it’s in stock).

If you want to spoil yourself even more and the replacement costs extra, please see the banking details enclosed on the returns form and  send us the balance. State the new items/ item that you would like on the form, send it to returns@hellenrose.co.za and we’ll hook you up.

If the replacement is less expensive than the original, worry not, we’ll run you your cheque sis! The difference will be refunded back to the banking details stated on the returns form. Alternatively you may send your item in as a return, and then once your money has reflected, purchase the new, lower priced item.

LATE RETURNS

We’re unable to accept any returns or exchanges beyond the 14 days of your receipt.

CARRIERS TO RETURN

We will use our carrier to collect the item from you and you will have a tracking number so you can follow your return. Please do not use your own carrier as we have no managing ability to what happens with the item and therefore may receive it late or may receive it damaged, so we will not accept it.

OUR POLICY

We take pride of all products under Shop.Hellenrose, so anything returned should be new, unused and with all our pages and labels still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.

If you’re returning something faulty, damaged or soiled please contact returns@hellenrose.co.za, preferably with pictures attached of the damage, prior to sending any return.

INSURANCE

Shop.Hellenrose insures each purchase during the time it’s in transit, til the point it it handed over to you. For all deliveries, we require a signature, at which point responsibility for your purchased goods is transferred to you.

Not the receiver of the purchase? If you get your Shop.HellenRose product as a gift or something similar, then the person who signs for the package confirms receipt and is responsible for the package.

SOME USEFUL TIPS

We’d hate for you not to receive your order. Please make sure that the shipping address is correct as we’re unable to redirect orders once they’re on their way to you.

Your security is a top priority to us, so before we can dispatch your purchase we may need you to confirm your details with your card issuer. Delays aren’t fun for anyone, so we’ll do our best to make it snappy!

Our delivery processing time starts from the moment an order is accepted. This includes a period where your items will be processed and dispatched by our warehouse. Please not that this may take longer during our sale periods.

We’re all about good relationships and we work closely with our shipping partner to minimise the potential impact of any delays for all our customers.

 

ORDERING

Having website/login/ordering problems? 

  • Please check that the card details match the billing address that you have entered
  • Please check that all card numbers and verification codes are correct
  • If you still need assistance, please click here (attach shop@hellenrose.co.za ) to send an email.

Will we be restocking an item?

  • We generally will restock an item if it’s popular and depending on the supplier.
  • Need further, more specific information on the restocking of an item? please click here (attach shop@hellenrose.co.za ) to send an email.

Want to change or cancel a recent order?

  • Please note that whilst we will endeavour to cancel or change your order, we cannot guarantee that these changes will take place if the order has already been processed.
  • To request a change to order please click here (attach shop@hellenrose.co.za ) to send an email.

Received a ‘Backordered’ or ‘Partially Shipped’ email and wish to discuss it further.

  • If you have received one of the above emails it means that all or part of your order is currently out of stock and will be shipped when in stock.
  • To speak to and advisor about this please click here (attach shop@hellenrose.co.za ) to send an email.

DELIVERY

Want to track your order in real time?

PRODUCT RECEIVED 

Something’s missing?

  • Please check any recent mail to you – you may have received a ‘backordered’ email which may mean that part of your order is currently out of stock and will be shipped when in stock. To advise that you are ok to wait, to check on the wait timescale or would like to receive a different item, or wish to cancel the order.
  • To speak to and advisor about this please click here (attach shop@hellenrose.co.za ) to send an email.

Item is faulty/incorrect?

  • Sometimes things go wrong or mistakes happen, however we will try our best to rectify it. Please pop us an email giving the exact problem and we will get right back to you. 
  • To speak to and advisor about this please click here (attach shop@hellenrose.co.za ) to send an email.

RETURNS

Chasing a return that you’ve already sent back?

  • Please check your tracking number/ID to ensure that it has been successfully delivered to us.
  • Please allow 2-3 days from the receipt of your return for it to be processed. If the return was for a refund, please allow 7-12 days for the refund to appear in your account.
  • Still need further help locating a return? Please click here (attach shop@hellenrose.co.za ) to send an email.

 

Have a question about a return that has already been refunded/replaced?

  • Please check the returns section on the website for details about returns. 
  • To speak to and advisor about this please click here (attach shop@hellenrose.co.za ) to send an email.

Need return or exchange instructions?

  • These can be found on the white returns form enclosed with your delivery.
  • Missing your returns form? please click here (attach returns@hellenrose.co.za to send an email.

 ANY OTHER QUERY

None of the above apply to your query? 

 

We only like to do things we love at Shop.Hellenrose. We love fashion, we love art, we love beauty, we love decor and just all things fabulous and women-owned! We also love our clients. At Shop.Hellenrose we are constantly on the look out for the hottest talent that is brand fit and can help us take things to the next level. 

As a young and starting up brand, we are all about doing new, innovative and exciting things. If you think Shop.Hellenrose is where you belong, then check out our current career positions below!

Feel ready? Drop us an email at recruit@hellenrose.co.za 

Note: Due to high volumes of CV’s received, only successful candidates will be contacted.

We only like to do things we love at Shop.Hellenrose. We love fashion, we love art, we love beauty, we love decor and just all things fabulous and women-owned! We also love our clients. At Shop.Hellenrose we are constantly on the look out for the hottest and innovative vendors that are brand fit, share in our ethos and can help us take things to the next level. 

As a young and starting up brand, we are all about doing new, innovative and exciting things. If you think Shop.Hellenrose is where your brand belongs, then check out the categories we have openings in below.

Feel ready? Drop us an email at shop@hellenrose.co.za  

Note: Due to high volumes of proposals received, only successful brands will be contacted.