Effective Date: 20 July 2026
This Returns & Exchanges Policy applies to purchases made through the Helene Quan website. Helene Quan is operated by Helene International Pte. Ltd. (“Helene Quan”, “we”, “us” or “our”).
 
Returns
Eligible products may be returned by contacting us within 14 calendar days after delivery. Once return approval and instructions have been provided, the product must be sent back within a further 14 calendar days.
Returned products must be unworn, unused and in their original condition, with the original packaging, tags, accompanying materials and proof of purchase. Returns sent without approval, sent to an unapproved address or not meeting these conditions may be refused or may receive a reduced refund where the product has lost value through wear, use, damage, unnecessary handling or missing items.
Engraved, personalised, made-to-order, altered or otherwise customised products cannot be returned because of a change of mind. This does not apply where a product arrives damaged, defective or incorrectly supplied.

We do not accept exchanges for online purchases, including exchanges for a different size, colour or product.
Customers wishing to purchase another size or product must return the original eligible item for a refund and place a new order. The new order will be subject to the price, availability, shipping charges and destination-related charges applicable at that time.
 
Return Shipping
Unless a product is confirmed to be damaged, defective or incorrectly supplied, the customer is responsible for the return shipping, tracking, insurance, customs documentation and any duties, VAT, GST, taxes, clearance or carrier fees connected with the return.
The customer remains responsible for the product until it is received at the approved return address. A trackable and appropriately insured shipping service should therefore be used.
 
Refunds
Approved refunds will be issued to the original payment method, normally within 14 calendar days after the returned product has been received and approved. Additional processing time may be required by the payment provider or financial institution.
Original shipping costs, express or upgraded shipping charges, return shipping costs and return insurance are not refundable for change-of-mind returns.
International customs duties, VAT, GST, sales taxes, customs clearance charges and carrier fees paid for an order are not refunded by Helene Quan. Customers may need to contact the relevant customs authority, carrier or third party directly regarding any possible reimbursement.
Where delivery or return fails because the customer or recipient provided incorrect information, did not complete customs clearance, did not pay applicable charges, refused delivery or did not follow the approved return instructions, reasonable resulting costs charged to us may be deducted from the refund.
Damaged, Defective or Incorrect Products
If a product arrives damaged, defective or different from the product ordered, please contact us promptly with the order number, a description of the issue and clear photographs of the product and packaging.
Please do not return the product before receiving our instructions. Once the issue has been confirmed, we will arrange an appropriate repair, replacement or refund and cover the approved return shipping cost.
 
Purchases from Stockists
We cannot accept returns for products purchased from stockists, retailers, marketplaces or other third-party sellers.
Please contact the original place of purchase directly to arrange any return, refund or assistance.