FAQ/Policies

How long will it take for my order to ship?

Current turnaround time for made-to-order garments is up to 8 weeks. Jewelry/Shoes/Bags/Sunglasses are ready-to-ship and will ship in 1-5 business days. If you order MTO and RTS items together, they are all subject to the 4-6 week turnaround. If you'd like your RTS items to be sent immediately, please order them separately. 

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

Usually! If you need your made-to-order garment/s by a specific date we can nearly always make that happen! There is a $20 rush processing fee per garment, plus additional shipping fees if you need it sent by a faster method than USPS Priority. Just shoot us a message first, to make sure we can get it made by the date you have in mind. 

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

Simple!

☛ Returns must be postmarked with 30 days of the date you received it.
☛ Items must be returned unwashed and unworn, to the address on your packing slip 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.
☛If you wish to exchange an item, please follow the return instructions and then place a separate order for the item you want using your credit code.
☛ 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.

I've lost my packing slip. Can I still send my merchandise back?

Yes. As long as it still complies with all other return/exchange conditions.
The address to send it to is:
Helvak
460 Melwood Ave Unit 210
Pittsburgh
PA 15213

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

Nope! Although appreciated, it is not necessary. We recommend you use a shipping method that is insured and trackable. Helvak is not responsible for merchandise that is lost or damaged in transit. 

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. As much as we understand your frustration, 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 entered the postal system, and we cannot refund lost orders or send out replacements free of charge. If you think your order might be lost, please contact the postal system so they can assist you with making a claim. 

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 are sorry, but no, we do not take custom orders. This includes changes to existing garments. IE shorter hem length, adding or removing thumbholes etc. 

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?

Not yet! 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! However 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 with a sharpie 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.