RETURNS POLICY
At HELMI, we want the return and exchange process to be as simple and straightforward as possible.
For orders placed through our online store, product returns and exchanges are processed through our online returns form, which can be found in the website footer under “CUSTOMER SERVICE > RETURNS.”
1. PRODUCT RETURNS OR EXCHANGES VIA THE E-SHOP
To request a return or exchange for a product purchased through the HELMI e-shop, please follow the steps below:
Step 1 – Access the returns form
At the bottom of the website, under “CUSTOMER SERVICE,” select “RETURNS.”
Then:
Enter your order number and the email address used when placing the order.
Select “SEND CODE.”
You will receive a 6-digit verification code at the email address provided.
Enter the code in the relevant field and select “VERIFY.”
You will be directed to the returns form for your specific order.
Complete the required information and select the type of request you wish to make, either return or exchange.
Complete your request by selecting “SUBMIT.”
Once your request has been submitted, you will receive a return voucher number by email, which you will use to send your parcel back to HELMI.
Step 2 – Sending your parcel
Returns can be sent through our partner courier companies:
ACS
BOX NOW
The return shipping cost through our partner companies is €3.00 for returns within Greece.
Returns via ACS
Print the voucher you received by email, attach it to your parcel and drop the parcel off at an ACS branch.
Returns via BOX NOW
Use the voucher/return code provided to you by email and follow the BOX NOW return process.
Select the locker that is most convenient for you, enter the required code on the locker screen and place your securely packaged parcel inside.
To find your nearest available locker, please visit the BOX NOW Locker Finder.
Important: When returning your parcel through one of our partner courier companies, please follow the return procedure and use the voucher provided to you after submitting your online return request.
Alternative courier company
You may also return your parcel using a different courier company of your choice.
In this case, all shipping costs are borne by the customer and are paid directly to the courier company when the parcel is sent.
2. RETURN PERIOD
For online purchases, you have the right to withdraw from your purchase within 14 calendar days from the date you receive the product, without having to provide a reason, in accordance with applicable legislation.
The product must be returned without undue delay and following the return procedure described above.
3. RETURN CONDITIONS
Returned products must:
be in excellent condition,
not have been used beyond what is necessary to establish their nature, characteristics and functionality,
retain any original tags or labels, where applicable,
be accompanied by the proof of purchase.
The customer may be held responsible for any decrease in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functionality.
All returned products are subject to a quality inspection at HELMI's facilities, and returns are accepted following this inspection.
4. RETURN SHIPPING COST
For returns within Greece using our partner courier companies ACS or BOX NOW, the return shipping cost is €3.00.
This amount covers exclusively the cost of transporting the returned product from the customer to HELMI.
In the case of a refund, the €3.00 return shipping cost may be deducted from the refund amount, as it represents the direct cost of returning the product.
In the case of an exchange, the €3.00 return shipping cost applies according to the exchange procedure described above.
If you choose a courier company other than our partner companies, the full shipping cost is borne by the customer.
5. REFUNDS
In the event of withdrawal, refunds are processed in accordance with applicable legislation.
Refunds are generally made using the same payment method used for the original transaction, unless otherwise agreed with the customer.
HELMI may withhold the refund until the returned products have been received or until the customer provides proof that the products have been sent back, whichever occurs first.
HELMI completes the refund process within 14 calendar days from the date the returned products are received, in accordance with the company's policy.
In the event of a legal right of withdrawal, the amounts paid for the order are refunded, including, where applicable, the original delivery costs. Any additional cost resulting from the customer's choice of a more expensive delivery method than the least expensive standard delivery option is not refunded.
Return shipping costs are separate and are applied as described in the “Return Shipping Cost” section.
6. EXCHANGES AT A HELMI STORE
For orders placed through the HELMI e-shop and delivered within Greece, you may make a free exchange at any HELMI physical store.
For the exchange, you must bring:
the product you wish to exchange, and
the proof of purchase.
You may exchange the product for the same or a different product, subject to availability.
Refunds for purchases made through the e-shop cannot be processed at HELMI physical stores.
7. EXCHANGES VIA THE E-SHOP
If your original purchase was made through the HELMI e-shop, you may request an exchange through the online returns form, following the procedure described in the section “Product Returns or Exchanges via the E-shop.”
The product must be returned in accordance with the return conditions and through one of our partner courier companies, at a return shipping cost of €3.00 for deliveries within Greece.
The exchange will be processed once the returned product has been received and inspected, subject to availability of the requested replacement product.
8. INTERNATIONAL ORDERS
For orders delivered outside Greece, refunds only are available.
Exchanges are not available for orders delivered outside Greece.
If you wish to purchase a different product or size, you may place a new order through the HELMI e-shop.
9. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS
The procedure for returns due to a change of mind/withdrawal is different from the procedure applicable to defective, damaged or incorrect products.
If you receive a product that:
is defective,
has been damaged during delivery, or
does not correspond to your order,
please contact HELMI as soon as possible so that we can provide you with the appropriate procedure.
In these cases, the consumer's statutory rights apply and, where the product does not conform to the contract, the cost of returning the product will not be borne by the consumer.
10. PRODUCTS NOT ACCEPTED FOR RETURN
For hygiene reasons, HELMI does not accept returns of leggings and jewellery that have been used or damaged after delivery.
All returned products must be in their original condition, must not have been used beyond what is necessary to establish their nature, characteristics and functionality, and must retain any original tags or labels, where applicable.
This condition does not affect the consumer's statutory rights in the case of a defective or non-conforming product.
11. PROMOTIONAL OFFERS WITH A FREE GIFT
In the event of a promotional offer under which a free gift is provided with purchases above a specified amount, the following terms apply:
In the event of a full return of the order, the free gift must also be returned.
In the event of a partial return, if the final order value still meets the minimum purchase amount required for the promotion, the customer may keep the gift.
If, following a partial return, the final order value no longer meets the minimum purchase amount required for the promotion, the gift must also be returned.
12. RETURN ADDRESS
If a return needs to be sent directly to HELMI, the return address is:
HELMI
48-50 Parnithos Street
14452
Metamorfosi, Attica
Greece
Please always follow the online returns form procedure first, so that your return request is properly registered and you receive the necessary information for sending your parcel.
13. ORDER CANCELLATION POLICY
Orders may be cancelled only before the products have been dispatched.
To request an order cancellation, you may contact us:
by telephone at +30 210 2843699 or +30 210 2845299
by email at [email protected]
Cancellation is accepted only if the order has not yet been dispatched and you have received confirmation from HELMI.
If the order has already been dispatched, it cannot be cancelled. In this case, once you receive the product, you may follow the return/withdrawal procedure described in this Returns Policy.
Need assistance?
If you experience any difficulty during the return or exchange process, you may contact HELMI using the company's contact details. Our Customer Service team will be happy to assist you.