- 30-day free returns.
Frequently Asked Questions
I HAVE JUST PLACED AN ORDER. CAN I CANCEL OR CHANGE IT?
If you place an order and then realize you have made an error your order can be cancelled within the first 15 Minutes only. Sorry but we are unable to amend or alter an order once it has been placed. To cancel your order you can either click on the link provided on your order confirmation page, the link on your order confirmation email or if you have placed your order from an account you can do this from your "My Orders" tab. After 15 Minutes your order cannot be cancelled as it is in process, you will need to return the order to us for exchange or refund using our free 30 day service. Please go to "How do I return an item?
HOW DO I PROCESS A RETURN OR EXCHANGE?
We offer a 30 day return or exchange service on all orders. Please visit the 'Return an Item' link on this page and use the Returnado widget to find your order and request your return or exchange, this will also then provide you with a UPS return label. Please remember that exchanges are only offered once per sku and are only offered on color or size changes. If you wish to change the product please request a return for refund and place a new order. Exchange orders will ship as soon as your return has been received and processed by our warehouse, so we encourage you to send back your return as soon as possible. We are unable to return or exchange items that were not purchased online at hellyhansen.com
WHY DID MY EXCHANGE BECOME A REFUND?
In the event that item(s) are no longer in stock at the time your exchange order is processed or fulfilled, a refund will be processed instead.
HOW DO I USE MY PROMOTION CODE?
Make sure that you type your code into the appropriate box on our checkout page and hit "apply" to update your order before you confirm payment. If your code doesn't work as expected check the T&C's on the communication you got the code with or get in touch with us. Remember that most codes are single use and only function on full price goods. Please note that any online promotional codes are NOT accepted in any of our Helly Hansen brand stores, they can only be used online.
HAS MY ORDER BEEN SHIPPED?
As soon as your order has been sent out, we will send an email to let you know. If you created an account before you submitted your order, you can track your orders by visiting "My Account" and clicking "Order history". There you can review your past orders and the status of your current order. If you did not create an account you will not be able to see the order status so will need to refer to the shipping confirmation email with your tracking link.
TRACK YOUR ORDER AND VIEW HISTORY
Create an account and login before you shop to ensure you are kept up to date. When you have an account with us you can track your orders by visiting "My Account" and clicking "View my orders". Placing an order as a 'guest' you will not see any online order updates.
I AM A PRO ACCOUNT SO CAN I SHOP IN MY LOCAL STORE?
We are sorry but at this time the Pro account benefit you have online is NOT available in any Helly Hansen brand store.
I HAVE SEEN AN ITEM BUT IT NO LONGER SEEMS TO BE IN STOCK
Some of our most desirable products will sell out quickly so we recommend to buy it before it’s gone for the season. If a product does not add to cart it means we are sold out, in this instance please use our storefinder to contact a retail store near you.
HOW DO I PAY FOR MY ORDER?
There are a number of payment options to choose from and it can be different from one country to another. Available payment options will be shown in the checkout page:
- Apple Pay
- MasterCard
- VISA
- PayPal
- AMEX
- Discover
- Diner's Club
All credit and debit cardholders are subject to validation and authorization by both the card issuer and us to maintain security and to prevent fraud.
WHY HAS MY PAYMENT BEEN DENIED?
There are many reasons why your payment might have been rejected by your bank. Whatever payment card you are using please ensure you are signed up to your banks 3DS security scheme so you can complete any security steps your bank may ask for. If you are not signed up for your banks 3DS security scheme please consider using a payment method like PayPal or ApplePay instead. If you attempt to order more than three times once signed up to 3DS security without success we advise connecting with your bank in the first instance to check if anything is wrong and if OK please get in touch with us so we can help you further.
CAN I USE A PRE-PAID PAYMENT CARD?
Purchases made with a gift/prepaid debit card (Visa, Mastercard, American Express, or Discover) can be used to purchase on our website but please be aware that in the event of a return you will have the credit refunded back to that gift/prepaid card. Please hold onto your card until you are outside of the return policy for the product(s). If you dispose of your pre-paid card you will need to connect with the card provider to be issued with a new card containing the refunded balance.
CAN I ORDER SPARE PARTS?
We are very sorry but we are currently unable to supply spare parts (hoods, zips, laces as examples) for our products.
CAN I WASH MY FAUX FUR TRIM?
Washing your faux fur collar or trim may result in matting of the fabric hairs. We recommend removing the faux-fur collar from your jacket and having it dry-cleaned. If your faux-fur collar is permanently attached to your jacket, spot clean and hand wash the garment and avoid getting the faux fur wet.
DO YOU OFFER A REPAIR SERVICE?
We are very sorry but we currently do not offer an in-house repair service. For items that are covered under warranty we can organize a replacement, for those outside of warranty a trustworthy, reputable repair business should be contacted.
DO YOU HAVE A SIZE CHART?
Check out our size chart on the product page for measurements or click the link from the menu. Many of our products are now also within our Fit Finder program which can be found on the product page
HOW DOES YOUR DELIVERY SERVICE WORK?
UPS will deliver your items Monday through Friday to the shipping address you submitted when you placed the order. Please refer to the UPS tracking number in your shipping confirmation email if you’d like to track your order.
AN ITEM IS MISSING FROM MY ORDER
If the delivery note says an item should be in your parcel but it is not, please get in touch with us in Customer Care. Let us know the order number and the product code or product name of the item you wanted, and we will look into it. We will usually be able to send you the item we missed, if we are unable to we will refund the money you paid for it.
I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER
If you have received an incorrect item, we sincerely apologize. Please contact us straight away and let us know your order number and product code/product name if you want a refund or replacement.