Effective Date: 20 July 2026
This Shipping & Delivery 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”).
This Policy should be read together with our Terms and Conditions, Returns & Exchanges Policy, Privacy Policy and Warranty & Repairs Policy.
1. Delivery Availability
We deliver only to the countries, regions and products made available at checkout.
We may update the destinations available for delivery from time to time according to product availability, carrier services, customs requirements and our operational arrangements. The delivery options shown at checkout when an order is placed will determine whether the selected products can be delivered to the customer’s address.
Please contact Customer Care before placing an order if you have any questions about delivery availability.
We are unable to deliver to P.O. Box addresses, mail-forwarding addresses or temporary residence addresses, as these restrictions help us ensure the secure delivery and receipt of each order.
2. Order Acceptance and Processing
An order confirmation acknowledges that we have received the order but does not confirm dispatch. The order is accepted when we send the dispatch confirmation.
Orders are processed after payment and order details have been verified. Additional processing time may apply to made-to-order, personalised or temporarily unavailable products.
If we are unable to fulfil or deliver an order, we may cancel it before dispatch and refund the amount paid to us for that order.
Please contact Customer Care promptly to request a change or cancellation. Changes or cancellations cannot be guaranteed once an order has been placed and are not available after dispatch.
3. Shipping Charges
Shipping charges are calculated based on the product subtotal after discounts and before taxes, together with the delivery destination and selected shipping method. The final shipping charge will be shown at checkout before payment.
Shipping charges are generally non-refundable. However, the standard shipping charge will be refunded where it forms part of the refund applicable to the order, including where we cancel the order before dispatch or confirm that the product was damaged, defective or incorrectly supplied. Premium, express or upgraded shipping charges are not refundable unless we expressly confirm otherwise.
4. Delivery
Customers must provide a complete and accurate recipient name, delivery address, postal code, telephone number and email address.
Delivery times shown at checkout or in an order confirmation are estimates only. Delivery may be affected by product availability, payment verification, weekends, public holidays, carrier operations, customs clearance, inspections, weather or other circumstances outside our reasonable control.
Tracking information will be provided when available. Customers are responsible for monitoring the tracking information and ensuring that the recipient is available to receive the order.
Delivery will normally be treated as completed when the carrier records the order as delivered to the stated address, an authorised recipient, an agreed collection point or another delivery location selected or authorised by the customer or recipient. If a delivery issue is reported promptly, we may ask the carrier to investigate before determining the outcome.
5. International Orders, Duties and Payment Fees
For international orders, shipping charges cover transportation only unless expressly stated otherwise at checkout. Any import duties, VAT, GST, sales or local taxes, customs clearance charges, carrier fees and other destination-related charges are payable by the recipient where applicable.
Helene Quan does not charge additional payment fees beyond the total shown at checkout. Customs authorities, delivery carriers, banks or payment providers may apply additional taxes, clearance fees, foreign transaction fees or currency conversion charges. These charges are outside our control, cannot be confirmed in advance and are not reimbursed by Helene Quan.
The delivery carrier or customs authority may contact the recipient for information required for customs clearance. If the recipient does not provide the requested information, pay applicable charges or accept delivery, the shipment may be delayed, refused or returned, and any resulting costs charged to us may be deducted from the refund.
6. Delivery Issues
Please inspect the parcel and product promptly after delivery.
If the parcel appears damaged, or the product arrives damaged, defective or different from the product ordered, please contact Customer Care as soon as reasonably possible and provide the order number, a description of the issue, clear photographs of the product and packaging, and any other information reasonably requested to assess the issue.
Please retain the product and all packaging and do not return anything before receiving our instructions.
7. Changes to This Policy
We may update this Policy to reflect changes to our delivery destinations, products, shipping charges, carrier arrangements, customs procedures or business operations.
The effective date shown at the top identifies the current version.