Shipping & Returns Policy

Shipping Information

At Hellen's Collections, we strive to deliver your orders as quickly and efficiently as possible. Here's what you should know about our shipping process:

Delivery Timeframes

• Nairobi and surrounding areas: 1-3 business days
• Other major cities in Kenya: 3-5 business days
• Rest of Kenya: 5-7 business days
• International shipping: 10-14 business days (varies by destination)

Shipping Costs

• Free shipping on all orders over KSh 5,000
• Orders below KSh 5,000:
  • Nairobi: KSh 200
  • Other parts of Kenya: KSh 350-500 depending on location
  • International shipping: Calculated at checkout based on weight and destination

Order Tracking

Once your order is dispatched, you will receive a confirmation email with tracking information. You can track your order through our website by entering your order number and email address.

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Returns Policy

We want you to be completely satisfied with your purchase from Hellen's Collections. If for any reason you're not happy with your order, we offer a straightforward returns policy:

Return Eligibility

• Items must be returned within 30 days of delivery
• Products must be unworn, unwashed, and in their original packaging with tags attached
• Sale items marked as "Final Sale" cannot be returned
• Custom-made items cannot be returned unless there is a manufacturing defect

How to Return

1. Contact our customer service team at returns@hellenscollections.com or call +254 792 469 173
2. Fill out the return form included with your order or download it from our website
3. Package the item(s) securely with the return form
4. Ship the package to our returns address or arrange for collection (in Nairobi)

Refunds

Once we receive and inspect your return, we will process your refund within 7-10 business days. The refund will be issued to your original payment method. Shipping costs are non-refundable unless the return is due to a damaged or defective item.

Exchanges

If you wish to exchange an item for a different size or color, please indicate this on your return form. Exchanges are subject to availability. If the requested exchange item is unavailable, we will issue a refund instead.