FAQ
Where do you ship?
We currently ship to the destinations available at checkout. If your country or region is available during checkout, we are able to deliver there.
How much does shipping cost?
Shipping costs are shown at checkout. If free shipping is available for your order or destination, this will be displayed before you complete your purchase.
How long does delivery take?
Delivery times vary depending on destination, order volume, and the shipping method used. Please refer to our Shipping Policy for the most up-to-date processing and delivery estimates.
How can I track my order?
Once your order has been shipped, you will receive tracking information by email where available. You can also use our Track Your Order page to follow your shipment.
I haven’t received my tracking information. What should I do?
Tracking details may take some time to become active after your order has been dispatched. If you have not received tracking information within the expected processing period, please contact us at Info@helenandruby.com.
Can I change or cancel my order?
We begin processing orders as quickly as possible. If you need to make a change or request a cancellation, contact us as soon as possible at Info@helenandruby.com.
We cannot guarantee that changes or cancellations will be possible once an order has entered processing or has been shipped.
What payment methods do you accept?
We accept the payment methods displayed at checkout, including supported major credit and debit cards and selected digital payment options.
Please see our Payment Options page for more information.
Is my payment secure?
Yes. Payments are processed through secure third-party payment providers. Helen & Ruby does not store your full credit or debit card details.
Can I return an item?
Yes, eligible items can be returned in accordance with our Return & Refund Policy.
Please review the policy before sending anything back, as return conditions, time limits, and instructions apply.
Who pays for return shipping?
Return shipping arrangements depend on the reason for the return and the terms stated in our Return & Refund Policy. Please read the policy carefully before returning an item.
Can I exchange an item?
Where exchanges are available, they are handled according to our Return & Refund Policy and subject to product availability.
What if I received the wrong or damaged item?
Please contact us as soon as possible at Info@helenandruby.com and include your order number, a description of the issue, and clear photos where relevant.
We will review the matter and provide the appropriate next steps.
How do I choose the correct size?
Please use the size guide provided on the relevant product page where available.
Measurements and fit can vary between styles, so we recommend checking the product-specific information before ordering.
Will the colour look exactly the same as in the photos?
We aim to display product colours as accurately as possible. However, colours may vary slightly depending on lighting, photography, screen settings, and device display.
Can an item sell out after I place my order?
In rare cases, stock availability may change before an order is fully processed. If an item becomes unavailable, we will contact you and provide the available options.
Do you offer discount codes?
From time to time, Helen & Ruby may offer promotions or discount codes. Any conditions, expiry dates, or exclusions will be stated with the relevant promotion.
Can I use more than one discount code?
Unless otherwise stated, promotional codes cannot normally be combined with other offers.
I entered the wrong delivery address. What should I do?
Contact us immediately at Info@helenandruby.com.
If the order has not yet been processed or shipped, we may be able to update the address. Once the order has been dispatched, changes may no longer be possible.
My parcel says delivered, but I cannot find it. What should I do?
First check around your delivery location and with household members, neighbours, reception, or any safe place where the parcel may have been left.
If you still cannot locate it, contact the carrier using your tracking information and then contact us if further assistance is required.
How do I contact Helen & Ruby?
For customer support, please email:
We recommend including your order number when contacting us about an existing order.