Frequently Asked Questions

Frequently Asked Questions (FAQ)

What is the delivery time for my order? The average delivery time is 5 to 10 business days (Mon–Fri, excluding public holidays).

What should I do if I haven't received my order yet? Due to the high demand for our products, it may happen that your order arrives a little later than expected. We appreciate your understanding. If this period has passed and you still haven't received anything, please send an email to support@helensjumpers.co.nz. We will investigate what has happened to your package.

I would like to exchange/return my order, how do I do this? To return an order, simply contact our customer service at info@helensjumpers.co.nz. Include your name, order number (e.g. #0000) from the confirmation email, and the reason for the return. We will then provide you with the return address and confirm your return. Once that's done, you can send the product to us via a carrier of your choice.

What does it cost to return? Unfortunately, return shipping is at your own expense. The costs depend on the carrier you choose. Please visit the carrier's website for more information on pricing.

What are the conditions for returning my product? There is always a return period of 14 days. The return period starts on the day you receive the item. However, there are certain conditions for returns:

You can only return the item if:

  • The return period has not expired;
  • The product is in its original packaging and all tags are still attached;
  • The product has not been used.

Which payment methods can I use? We accept payments via iDeal, Bancontact, Credit Card, and Klarna. If you're unsure whether your payment method is accepted, follow the steps on the payment page to see all available options.

All transactions are processed through secure and reliable payment systems and are therefore 100% safe.

What if I haven't received a confirmation email for my order? That's not supposed to happen. Send an email with your full name and email address to info@helens-jumpers.com. We'll help you out quickly.

Can I cancel my order? Would you like to cancel your order for any reason? Send an email as soon as possible to info@helens-jumpers.com. Include your name, order number (e.g. #0000) from the confirmation email, and if possible the reason why you wish to cancel the order.