FAQ/Policies/Returns

How do I order?

Check the front page of our website, or our Instagram bio (@helvakofficial) for our next order date.
At 12pm EST our checkout will be active.
We recommend you register an account in advance so your payment details and shipping address are saved and ready to go.
You can fill your cart up ahead of time, that way when the checkout goes live you're ready to go! We are operating with a reduced staff due to the current hellscape we are all suffering though, so our queue usually reaches capacity within minutes.
More than ever, we appreciate your support and patience during this strange time.

How long will it take for my order to ship?

We aim to get everything made and sent before the next order date, so usually 4-6 weeks.
If there’s an additional delay due to something out of our control; fabric backorders etc, we will let you know.
You can contact us if you’d like to know a more specific ship date and we will do our best to give you a more accurate estimate.

I don't want to wait! Can you ship my order more quickly? 

Sometimes!
There is a $20 rush processing fee per garment, plus additional shipping fees if you'd like to upgrade that as well.
Just shoot us a message before the next checkout date to see if we can accommodate you.
Please note; we cannot hold a place in the queue for you, you will still need to be poised to smash that checkout button along with everyone else :)

You can also check our Ready To Ship page to see what we have in stock. Items from this page will ship the same, or next business day. Our business days are Monday-Friday. 

Can I still order from the ready to ship pages when the checkout is closed?

Yes!
Just shoot us a message letting us know what you want, and we'll invoice you manually.

I want to return/exchange something, how do I do that? 

Contact us requesting a return authorization code, and we will provide you with our return shipping address. Please reference your order number.

☛ Returns must be postmarked with 30 days of the date you received it.

☛ Customers are responsible for return shipping costs.

☛ Items must be returned unwashed and unworn, in all original packaging with tags attached.

☛ If items are returned dirty; pet fur, dander, dust, deodorant marks etc, we will deduct a $20 cleaning fee from your refund. 

☛Returns are issued in the form of a store credit code, minus shipping costs.

☛We cannot process exchanges at this time.

☛ If you experience any quality control issues or believe you have received faulty merchandise, please contact us within 3 days.

☛ We do not take returns or exchanges for merchandise purchased on sale, or items that are being, or have been discontinued.

☛ We do not take returns or exchanges for lower body intimates.

Do I have to let you know I'm sending something back?

Yes. You will need to contact us for a return authorization code and return address.

I live overseas, can you say my order total is less so that I won't have to pay customs fees? 

We are sorry, but no. We understand your frustration, but we cannot change information on customs forms.

My order got lost in transit, can you refund me?

We are sorry, but no.
Helvak is not liable for packages once they have been picked up by the mail carrier, and we cannot refund lost orders or send replacements free of charge.
If you think your order might be lost, please contact the carrier so they can assist you in making a claim.
If you typically experience problems with lost mail you may contact us after placing your order to *request insurance for your shipment.
*Charges apply.

My order was returned to sender, what now? 

We'll send it back to you.
Re-shipment fees will be charged to the customer.
Helvak cannot refund orders that are returned to sender.

Can you make me a custom order?

We do not take orders for full custom garments; ie something we do not already make.
We CAN make custom changes to existing garments.
Please visit our custom sizing page for more information and to fill out the form. please do this before placing your order so we can quote you.
If you’d like an alteration not related to sizing; leaving out/adding thumbholes etc, please contact us before placing your order so we can quote you.
Fees apply for all custom alterations.
Custom orders cannot be returned.

I'm an influencer/famous/in a band, can you send me free stuff? 

We are sorry, but no. We do not send out promotional merchandise at this time. 

Do you have an IRL store?/ Can I come to your studio and try stuff on?/ Can I order things online and pick them up?

Our studio is private and not open to the public at this time, but we'll keep you updated if that changes. 

I want to cancel my order, can I? 

Yes. Cancellations on made-to-order items are free up to one week, and are subject to a 10% materials charge after this time.
Cancellations on ready-to-ship items are free, but cannot be made after the item has shipped.

I don't know what size to get, can you help me? 

Yes, of course!
Please understand we do need your actual measurements before we can assist you.
Size charts vary enormously between retailers and there is NO universal standard.
Telling us the size you usually wear is not a reliable indicator of the size you'll wear with us.

If you don't have a tape measure handy you can use this simple trick to get your measurements:
1: Wrap a piece of string around yourself and mark it where it crosses over.
2: Measure between the two marks with a ruler.

If you're unsure where to measure yourself, please see the graphic below.