FAQ
Welcome to the Helen Jade FAQ page.
Here you’ll find answers to some of the most frequently asked questions about our products, orders, shipping, and policies. If your question isn’t listed below, our support team is always ready to help.
How long does delivery take?
Our standard delivery timeline is as follows:
- Processing time: 1–4 business days
- Shipping time: 8–12 business days
- Estimated total delivery: 9–16 business days
For more detailed information, please refer to our Shipping Policy.
Do you offer free shipping?
Yes, we provide free shipping on all orders delivered within the USA.
Additional details about shipping timelines and conditions can be found on our Shipping Policy page.
Where is Helen Jade based?
Helen Jade is an online store based in The Netherlands. We operate entirely online and offer a carefully selected range of products with delivery available across the USA.
What if my item arrives damaged, defective or incorrect?
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of receiving your item by emailing support@helenjade.com including your order number and clear photos of the issue.
Reports submitted after 7 days of delivery may not be eligible for resolution or replacement.
Can I cancel my order?
Once you've placed an order, it's no longer possible to cancel it. We get started on preparing your order right away to make sure it reaches you as quickly as possible.
Had a change of heart? We completely understand! Once your package has arrived, you can return eligible items in line with our Return & Refund Policy.
Simply email us at support@helenjade.com after receiving your order, and our friendly customer service team will be happy to walk you through your options.
We're always here to help and will do our very best to find a solution that works for you!
What is your return policy?
For complete details, please review our Return & Refund Policy.
When will I receive my refund?
Once your returned item has been received and approved, your refund will be issued.
Depending on your bank or payment provider, it may take up to 7 business days for the amount to appear in your account.
How can I contact customer support?
You can contact us via our Contact page or email us directly at:
support@helenjade.com
Do you ship internationally?
At this time, we only ship within the USA.
Do you have a physical store?
No, Helen Jade operates exclusively online. This allows us to keep costs lower and offer a wider product selection.
Can I place a bulk order?
Yes, bulk or business orders may be possible. Please contact our support team to discuss your specific needs.
How do exchanges work?
If you would like to exchange an item for a different size, color, or product, please refer to our Return Policy for full instructions.
How can I track my order?
Once your order has been shipped, you can track it using the Track Order page on our website.
Contact Information
Store Name: Helen Jade
Store Address: 3880 Grand Park Dr, Mississauga, ON L5B 0A5, Canada
Store Phone Number: +1 778 652 9033
Store Email: support@helenjade.com
Customer Support Hours:
Monday – Friday: 9:00 – 18:00 (EST)
Response Time:
We typically respond within 1–2 business days.