Return and Refund Policy
Thank you for choosing a vintage jewelry piece from HÉLA! We hope you love your new jewel.
We offer a 14-day return policy. This means that you have 14 days after receiving your item to request a return.
To be eligible for a return, the item must be in the exact same condition that you received it: unworn, undamaged, and with the original tags attached. It must be in its original packaging, and all included certificates must be present. You will also need the receipt or proof of purchase.
To initiate a return, please contact us at contact@hela.luxe. Please note that returns must be sent to the following address: Wejdi Fraj, Karl-Liebknecht-Straße 7 10178 Berlin Germany
If your return is accepted, we will send you instructions on how and where to send your package. Since we ship high-value jewelry, we strongly recommend insured shipping with tracking. Please note that the cost of the return shipping is the responsibility of the buyer. Items sent back to us without first requesting a return will not be accepted.
For any questions regarding returns, you can contact us at any time at contact@hela.luxe.
Damages and issues
Please inspect your order immediately upon reception and contact us right away if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain items cannot be returned. For us, this particularly applies to custom products (e.g., rings that have been resized or engraved based on a specific customer request before shipping). Please get in touch with us if you have questions or concerns about a specific jewelry piece.
Unfortunately, we cannot accept refund requests for gift cards.
Exchanges
Because our pieces are unique vintage one-of-a-kinds, a direct exchange for the exact same item is not possible. Returning the item you received is the fastest way. Once the return is accepted and refunded, you can make a separate purchase for your new desired jewelry piece.
European Union – 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, without providing any justification. As described above, the item must be in the exact same condition that you received it, unworn, undamaged, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and carefully inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please keep in mind that it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return and you have not yet received your money, please contact us at contact@hela.luxe.