Refund policy
At Helen Jade, we want every purchase to feel thoughtful, stylish, and worthwhile. If for any reason you are not fully satisfied with your order, we aim to provide a transparent and straightforward return process.
By placing an order on our website, you agree to the terms outlined in this Return & Refund Policy.
30-Day Return Window
You have 30 days from the delivery date to request a return.
To be eligible, items must be unused, in their original condition, and returned with all original packaging, tags, and included accessories.
Our customer support team is available to assist you throughout the return process.
Restocking Fee: $0 — we do not charge restocking fees on returned items.
Return Policy Overview
- Return Window: Returns can be requested within 30 days after delivery.
- Item Condition: Items must be unused and returned in their original condition, including packaging, tags, and accessories.
- Restocking Fee: $0 — no restocking fees are applied.
Damaged, defective or incorrect items
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.
Missing Items
If an item is missing from your order, 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.
To help us investigate quickly, please include:
- Your order number
- The name of the missing item(s)
- Clear photos of the package received, including the shipping label and contents
Once confirmed, we will arrange a replacement shipment for the missing item at no additional cost.
Please note:
- Missing items are not eligible for refunds
- Claims submitted after the reporting period may not be accepted
- Helen Jade reserves the right to deny claims where evidence is insufficient or where delivery records indicate the order was fulfilled correctly
Customer Remorse (Change of Mind)
If you wish to return an item because you ordered the wrong product, selected the wrong size, or simply changed your mind, the return shipping cost is the responsibility of the customer.
Please note that original shipping costs and return shipping costs are non-refundable.
Return Address
Returns must be sent only to the return address provided by our customer service team after approval.
Returns sent to any other address cannot be processed.
Return instructions and addresses may vary depending on the item received.
Important Notes
⚠️ Do not send returns to the sender’s address.
Only returns sent to the address explicitly provided by our support team will be accepted.
- Returns sent without valid tracking are the responsibility of the customer if lost in transit.
- The customer is responsible for ensuring the parcel clears customs successfully.
Cancellations
Orders may be cancelled within 15 minutes of being placed, provided the order has not yet entered processing.
Once processing has begun, cancellations are no longer possible. You may still return the item after delivery in accordance with this policy.
Exchanges
Exchanges are offered once per order and are subject to availability.
Once an exchange has been processed, the replacement item is considered final and is not eligible for further returns, refunds, or exchanges.
Return Costs & Warehouse Location
We do not provide prepaid return labels.
All approved returns must be shipped to our designated return warehouse in China.
Customers are fully responsible for:
- Return shipping costs
- Customs duties, taxes, and clearance fees
- Selecting a shipping provider that supports customs clearance into China
- Providing correct customs documentation
We are not responsible for returns that are delayed, rejected, or lost due to customs issues or incorrect shipping methods.
How to Request a Return
1. Contact Customer Support
Send an email to support@helenjade.com with your order number and the reason for your return.
2. Prepare Your Package
Place the item securely in its original packaging, including all tags, accessories, and documentation.
3. Ship the Return
Follow the return instructions provided in your return authorization email. You may use the recommended shipping method listed in that message.
Refund Process
Inspection
Once your return is received, our team will inspect the item to confirm it meets the return requirements.
Refund Timing
After approval, the refund will be issued to the original payment method. Depending on your bank or payment provider, it may take up to 7 business days for the refund to appear in your account.
Refunds are issued only after the returned item has been successfully delivered and inspected at our return facility.
Exchanges
If you would like to exchange your item for a different size, color, or product, please contact us at support@helenjade.com and we will help arrange the exchange.
Non-Returnable Items
For hygiene and safety reasons, certain products cannot be returned. Any non-returnable items will be clearly indicated on their respective product pages.
Need Assistance?
You can visit our FAQ page or contact our support team directly if you have any questions about your order or return.
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.