Refund Policy

In Store returns

  • Faulty goods (as determined strictly at the discretion of the store manager) – a refund may be issued if the faulty goods are returned to the store of original purchase along with a receipt or valid proof of purchase, otherwise only an exchange to the current value of the goods may be offered
  • Non-faulty goods – no exchanges or refunds will be offered.

 

Online returns

If you are not completely happy with your online purchase you can return it to us, within 14 days of receipt. Provided you comply with the terms below we will refund the price of the goods.

(Return address: Unit63, Kings Park Business Centre, 152-178 Kinston Road, New Malden,

Surrey United Kingdom. KT3 3ST)

If the product is faulty for example tears, broken and any other damages, again you can return it to us within 14 days (longer periods may in some circumstances apply under the Consumer Rights Act 2015), and we will refund the price paid, the basic delivery charge. Other than in the case of faulty products, we will only strictly accept the return of unopened inner case/ unused products under the condition of re-sale.

Due to hygiene reasons, we are unable to accept returns, or provide a refund, for opened inner case and worn products unless the product is faulty.

ALL ONLINE PURCHASES, EXCEPT THOSE PAID FOR VIA KLARNA OR PAYPAL, CAN BE RETURNED TO A POP UP STORE FOR FREE, within 14 days of receipt. Please make sure you have a copy of your order reference via email, or printed to show our friendly colleagues.

Goods purchased online and paid for via Klarna or via PayPal must be returned via the online returns process and cannot be returned in stores.

In the rare occurrence that you have received a faulty product, or in error, please notify Customer Services with photos or video attached of the faulty item within 48 hours with a full description. You will be sent instructions to send the faulty product/s back to us for a replacement.

Please ensure you have communicated to our Customer Service team at hellok.sales@gmail.com  prior to returning your items to our warehouse. FAULTY RETURNS RECEIVED WITHOUT PRIOR AUTHORISATION AND CONFIRMATION FROM OUR TEAM WILL NOT BE REFUNDED POSTAGE FEES.

Undeliverable packages

When a postal carrier returns an undeliverable package to us, we issue a full refund (excluding delivery charges).

We are unable to re-send packages that are returned to us as undeliverable. If you would still like to purchase those products, you're welcome to place a new order. A package may be 'undeliverable' because the address provided was incorrect or, following 3 failed delivery attempts, it has not been collected from the local collection office and has subsequently been returned to sender.

We will refund these orders (excluding delivery charges) within 28 days of receiving them back to our warehouse and you will be notified with an email to confirm we have the return.