Help Center
Frequently Asked Questions (FAQ) – Helena Sea Point
When will my order be processed?
We process orders from Monday to Friday. Typically, orders are processed within 1 to 3 business days of receipt, and dispatch occurs the following day. Please note, we do not dispatch on weekends.
How long will it take for my order to arrive?
After placing your order, we require 1 to 3 business days for processing. Delivery usually takes 8 to 10 business days, depending on your location within South Africa.
What are the return conditions?
Our return policy allows you to return your order within 30 days of receipt without providing a reason. Items must be unworn, unused, and resalable, with all original tags intact. Returns for items from giveaways, custom jewelry, or special sales are not accepted. Shipping costs are non-refundable.
Who pays for the return shipping?
The customer is responsible for the cost of return shipping. This cost varies depending on the courier and the country the package is being returned from. Returns must be sent to our registered return address. Please contact our support team before sending your package to receive return instructions.
How long does an exchange take?
If you opt for an exchange, we will begin processing it immediately once we receive your returned item. Exchanges are typically resolved within a few business days.
What happens if the product I want for exchange is out of stock?
If the product you wish to exchange is unavailable, please reach out to our customer service team. We will update you on future availability or help you select a suitable alternative.
Where can I find the order number for a return?
Your order number can be found in the confirmation email you received after purchase. If you are unable to locate it, our customer service team will gladly assist you.
What should I do if I received a damaged or defective product?
If your jewelry arrives damaged or defective, please email us with photos of the issue at:
📧 support@helenaseapoint.com
Our customer service team will contact you as soon as possible to resolve the issue.
What if I want to return my order after the return period has passed?
Please return your item within 30 days of receipt. If this isn’t possible, contact us – we may be able to offer alternative solutions such as an exchange or store credit.
How long does a refund take?
We aim to process refunds quickly. Once we receive your return, the refund will be processed within 10 business days. Please note it may take up to 3 additional days for the amount to appear in your bank account.
My order is incomplete. What should I do?
Some orders may arrive in separate parcels if products are sourced from different warehouses or suppliers. If you ordered multiple items, they may not always arrive together. The remaining items should arrive within 1 to 3 business days after the first delivery.
Have further questions?
Feel free to contact our customer service team:
📧 support@helenaseapoint.com
We’re here to help!