Return and Refund Policy
At Helen & Arthur Jewelry, we take pride in the craftsmanship and care that go into every piece. If for any reason you’re not fully satisfied with your order, we’re here to help and make things right. Every return is handled personally, because your experience matters deeply to us.
How Can You Return (Parts of) Your Order?
You have the right to return your order within 14 days of receiving it. We’ve shortened the return window to reflect our ongoing closing sale. We truly appreciate your understanding as we handle each return ourselves during this final chapter.
To be eligible, your item must be unused, in its original condition, and preferably in the original packaging.
Here’s how to initiate a return:
- Send an email to support@helenarthur.com with your order number and a brief explanation for the return.
- Wait for a personal confirmation from us. We’ll share the correct return address based on where your order shipped from.
- Once approved, securely package the item, ideally in its original box or pouch.
- Ship the item to the return address we provide.
- Please share the tracking number with us so we can follow your return.
Return Shipping Fees
If the return is caused by the customer (for example, if you changed your mind or ordered the wrong item), you will be responsible for the return shipping fee. The specific cost depends on the courier or postal service you choose.
If the return is due to our reasons — for example, if the jewelry you received is damaged, defective, or incorrect — then you will not be required to cover the return shipping cost. In such cases, we will handle the shipping fees or provide a prepaid return label, depending on your location.
Please note: Returns should be sent back to our fulfillment location in Asia unless otherwise directed.
Refunds
Once we’ve received and inspected your return, we’ll send you a confirmation email. If the return is approved, we’ll process your refund to your original payment method.
Timing
Refunds are typically issued within 7–10 business days after approval. If you haven’t seen your refund appear, please check with your payment provider first, as some banks take additional time to release the funds.
If it’s still not showing up, don’t worry, just email us at support@helenarthur.com, and we’ll help you sort it out.
Cancellations
We completely understand that plans can change.
- You may cancel your order within 1 hour of placing it to receive a full refund.
- Just send a quick email to support@helenarthur.com with your order number and “Cancellation” in the subject line.
- If your order has already been processed or shipped, we won’t be able to cancel it, but you can still return it once it arrives.
Damaged or Incorrect Products
Oh no... If your item arrives damaged or isn’t the one you ordered, we sincerely apologize.
Please email support@helenarthur.com within 14 days of receiving your order.
Include clear photos of the damaged or incorrect item (on a flat surface, with labels visible).
We will offer a free one-time replacement. If the replacement is also damaged, we’ll refund you in full.
Product Issues After Use
If a defect appears after wearing your jewelry, and it seems to be a manufacturing issue rather than general wear, please reach out. We care deeply about the quality of our pieces and want to ensure you’re left with something lasting.
Please note that normal wear (such as light tarnishing, scuffs, or clasp tension) isn’t considered a defect.
If Your Order Was a Gift
If your item was marked as a gift during purchase and shipped directly to you, we’re happy to offer a gift credit for the value of the returned item. Once the return is received and approved, we’ll issue a gift certificate.
Missing Package?
If your jewelry hasn’t arrived or has gone missing in transit, please contact us. We always resend a new package first before applying any refund policy, because we want you to receive what you ordered.
Final Note from Helen & Arthur
As our store nears its closing, every order — and every return — is deeply personal to us. Thank you for your support, your patience, and your kindness throughout these final weeks.
If you need anything, we’re always just an email away: support@helenarthur.com