Help Center
Frequently Asked Questions (FAQ)
All Hektor+Helena products are authentically hand-made in Italy using the highest quality materials, design and workmanship. No exceptions.
Our team is constantly looking for ethically sourced leathers and more sustainable materials for the production of our products. We strive to continuously move towards decreasing the impact our products have on the environment and work towards more sustainable materials and manufacturing processing while ensuring the superior craftsmanship and quality that Hektor+Helena is known for.
If and item or specific color or size of an item is out of stock, you can still order it using the preorder purchase option. Please refer to the Preorder section for more information on preorders.
All Hektor+Helena items sold on HektorHelena.com are authentic, hand-made in Italy items. Hektor+Helena products are hand-crafted in small batches of 15 items maximum using only the highest quality, ethically sourced materials and workmanship. If you have purchased a Hektor+Helena product outside of HektorHelena.com or second-hand and would like to confirm that it is authentic, please send detailed photos of the item (inside and out) to info@hektorhelena.com and one of our representatives will be happy to assist you.
If you would like to report any websites or stores that you believe are selling counter-fit items, please email info@hektorhelena.com.Hektor+Helena is devoted to ensuring our products are produced in an ethical manner throughout our supply and production chain, from ethically and organically sourced leathers and materials to ensuring the skilled craftspeople that produce our products have excellent woking conditions and compensation. Hektor+Helena ensures that our factories in Italy adhere to all health and safety and workers compensation regulations, use organic and ethically sourced leathers and materials, recycled and up-cycled materials when possible, metal-free tanning processes and scrap-less material cutting.
The health and safety of our customers, staff, production teams in Italy and all of the communities in which we operate are our main priority at Hektor+Helena. We continue to monitor the latest developments in heath authority guidelines and regulations with regards to the global pandemic.
- After a pause in production and shipments from our factories in Italy due to the COVID-19 pandemic, HektorHelena.com is now open and shipping to our customers directly from Canada. All shipments and packaging arriving for quality inspection from Italy are handled with gloves, disinfected and sanitized before being re-packaged in our luxury packaging presentation you will receive when you make a purchase.
If you have any questions or concerns, please contact us
Online returns: You have 30 days from the date you received your purchase if you would like to return your order. Your item must depart your place of residence no later than 30 days after the purchase has been made, including weekends and holidays. You may return products by mail following the return instructions provided in your invoice. Items must be unused and in their original condition and packaging, with all tags attached and accompanied by their receipt in order to qualify for returns, exchange or in-store credit.
In-person returns: If you reside in one of Hektor + Helena's local areas of physical operation, you can arrange for a Hektor + Helena representative to deliver your purchase or pick up your return. In person delivery and return services also include exchanges, and you can arrange to view several alternative pieces when you arrange your meeting. Proper Covid-19 precautions and regulations are followed at each meeting, with masks and social distancing mandatory. All items handled by our representative will be cleaned and sanitized before being handed over to you. You will be asked to meet our representative at their vehicle outdoors where the presentation or transaction will take place. Due to COVID-19, in person services are currently limited to Victoria, British Columbia and can also be arranged for Vancouver, BC if booked at least 15 days in advance with a delivery charge of $50. Hektor + Helena will accept eligible returns or exchanges using in person services for 30 days after the date of purchase, the same as our standard return policy for online orders. Merchandise must be unused, in original condition, in its original packaging and undamaged box, with original tags attached and accompanied by a valid proof of purchase. Refunds and exchanges will not be accepted for personalized products, made to order products with the exception of shoes.
To book in person services, please email info@hektorhelena.com or call 1-883-494-4391
Shipping and delivery for products available for immediate purchase is as follows:
Canada.
Premium Express Shipping: FREE 2-4 Business days
Next Business Day Shipping: $30. Arrives next business day. Order by 12pm PST on a business day. Delivery between 7am to 8pm Monday to Saturday.
United States (Continental)
Premium Express Shipping: FREE 3-5 Business days
Next Business Day Shipping: $30 Arrives next business day. Order by 12pm PST on a business day. Delivery between 7am to 8pm Monday to Saturday.
United States (Alaska, Hawaii, Puerto Rico)
Premium Express Shipping: FREE 4-6 Business days
Europe (EU) and UK
Premium Express Shipping : $20 flat rate for one item, FREE with purchase of two (2) items or more
Australia and New Zealand
Premium Express Shipping : $30 flat rate for one item, FREE with purchase of two (2) items or more
Rest of world
Premium Express Shipping : $40 flat rate for one item, FREE with purchase of two (2) items or more
Delivery times are estimates from the day your item(s) are purchased.
Orders are processed Monday through Saturday, with the exception of holidays. Orders are delivered between Monday and Friday 7am-8pm, and Saturdays in countries with applicable service 8am-5pm.
One your purchase(s) have been processed and shipped you will receive a confirmation email with tracking information. You will also receive an email confirming once your order has been delivered.
If you need further assistance or have any questions regarding your order, please don't hesitate to contact us by calling us at 1-833-494-4391 or emailing info@hektorhelena.com
- Purchases may not be shipped to P.O boxes, APO/FPO addresses, freight forwarders. To bill an order to your APO/FBO address, please contact us.
If you need to change the delivery address for your order after your order has been placed, please make sure to contact us as soon as possible. Delivery addresses can rarely be changed once an order has shipped. If you are informed that it is too late to change the delivery address on our end, you can always attempt to contact DHL directly with your tracking number.
Gifts purchased on HektorHelena.com may be returned or exchanged in accordance with Hektor+Helena's exchanges and return policy. Refunds may only be issued to the original credit card used to make the purchase.
Please contact us to initiate a return, exchange, or for more information.
You have 30 days to return or exchange your item from the date of delivery. Items must be in perfect, unused condition with all original packing, dust-bags, and with all tags attached. To return your purchase, please use the preprinted shipping label included in your package.
Most products are eligible for exchange or full return with a few select exceptions. Heavily discounted and sale items that are discounted over 40% are Final Sale. If you are unsure if your item is eligible for return or it was a gift, please contact us.
Hektor + Helena is unable to offer exchange or refund on items that are deemed damaged, scratched, used or not in their original packaging. Packaging must be undamaged and in its original condition, free of scratches, scuffs, etc. If your packaging has become damaged but you would still like a refund or exchange, please contact us and explain your specific situation. These are reviewed on a per case basis and you may still be able to arrange for an exchange or refund, or a partial exchange or refund. Hektor + Helena reserves the right to refuse any return or request for exchange on merchandise that does not meet our requirements. If your return or request for exchange is not accepted, it will be shipped back to you at your expense.
Please allow up to seven seven (7) business days for refunds and exchange processing once your return has been received by our warehouse.
Purchases must be returned in their original condition and with all original packaging, tags (attached) within 30 days of the date you received your purchase. Returns must be made by mail using the preprinted shipping label included with your purchase.
Return Instructions:
1. Pack the item or items you wish to would like to return in their original packing, along with tags attached and dust-bag(s)
2. Email info@hektorhelena.com with your order number, full name, date of purchase, original invoice from your confirmation email) and reason for return.
3. Attach the included prepaid shipping label to the package and drop it off at a DHL location. Shipping costs are complimentary. If for whatever reason you have either misplaced or cannot find the prepaid DHL return shipping label, please email info@hektorhelena.com or call us at 1-833-494- 4391
4. Refunds will be processed within 7-10 business days to the original form of payment. You will receive an email confirmation once your return and refund has been processed.
Hektor + Helena will not assume responsibility for refunds or compensation in the event that a return or exchange package is lost, mishandled, damaged, or stolen
a) In the event the prepaid shipping label provided is not used for the return shipment
b) Prior to acceptance by DHL when using the prepaid shipping label
EXCHANGE INSTRUCTIONS
items are eligible for exchange within 30 days of the delivery date. Items must be returned in their original condition and with all original packaging, tags (attached) within 30 days of the date you received your purchase. Items being returned for exchange must be returned by mail using the preprinted shipping label included with your purchase.
1. Pack the item or items you wish to return for exchange in their original packing, along with tags attached and dust-bag(s).
2. Email info@hektorhelena.com with your order number, full name, date of purchase, original invoice from your confirmation email and the item(s) you wish to exchange your purchase for. Wait for a response to confirm receipt of your request. Email responses will take 24-48 hrs.
3. One you have received email confirmation, attach the included prepaid shipping label to the package and drop it off at a DHL location. Shipping costs are complimentary. If for whatever reason you have either misplaced or cannot find the prepaid DHL return shipping label, please email info@hektorhelena.com or call us at 1-833-494-4391
4. Exchanges will be processed within 7-10 business days. Provided Hektor + Helena receives the returned item as per our return and exchange policy requirements, you will receive a special code for your in-store credit of the original price of the returned item.
Hektor + Helena will not assume responsibility for refunds or compensation in the event that a return or exchange package is lost, mishandled, damaged, or stolen:
a) In the event the prepaid shipping label provided is not used for the return shipment
b) Prior to acceptance by DHL when using the prepaid shipping label.
Personalized or custom made items are all final sale.
Items purchased as a gift on HektorHelena.com may are eligible for returns or exchanges, however, refunds and exchange coupon codes may only be issued to the person that made the original purchase to the original form of payment.
For return or exchange instructions, please refer to the "How do I return an item?" or "How do I exchange an item?" sections.