Knowing the Helly Hansen return policy before you buy can save you a lot of hassle later. Whether you’re investing in a new sailing jacket or a pair of hiking boots, understanding your options for returns and exchanges is key to a confident purchase.
This guide breaks down everything you need to know about returning items to Helly Hansen. We’ll cover timeframes, conditions, step-by-step instructions, and how to handle online versus in-store purchases.
Helly Hansen Return Policy
The core Helly Hansen return policy is designed to be straightforward. In general, they offer a 60-day window for returns and exchanges on most items from the date you receive your order. This is a generous policy that gives you ample time to test gear for fit and function. It’s important to note that all items must be in new, unused, and resalable condition with original tags and packaging.
Some exceptions do apply, which we will detail in the next section. Always double-check your items as soon as they arrive to ensure you have enough time to make a decision.
What Items Can Be Returned?
Most products from Helly Hansen are eligible for return within the 60-day period. This includes apparel, footwear, and equipment bought online or from their official retail stores. However, there are important categories to be aware of.
* Final Sale Items: These are clearly marked at the time of purchase and cannot be returned or exchanged. This often applies to heavily discounted or clearance merchandise.
* Personalized or Customized Products: Any item that has been altered or personalized specifically for you is typically non-returnable.
* Worn or Used Gear: Items showing signs of wear, damage, or use are not acceptable. This includes items with removed tags, stains, or odors.
* Swimwear and Base Layers: For hygiene reasons, these items usually must have the original hygiene liner attached and be in absolutely pristine condition. It’s best to try these on over your own undergarments.
Key Conditions for a Successful Return
To ensure your return is processed smoothly and without delay, you must follow these conditions. Failing to meet any of them could result in your return being rejected or a restocking fee being applied.
* 60-Day Time Limit: The clock starts on the day you receive the delivery. Don’t wait until the last minute to initiate the process.
* Original Condition: Items must be unworn, unwashed, and free of any damage or alterations.
* Original Tags and Packaging: All manufacturer tags and labels must be attached. Using the original shoebox for footwear is highly recommended.
* Complete Your Return: Ensure all parts of the item are included, like detachable hoods, stuff sacks, or special liners.
* Proof of Purchase: You will need your original order number, receipt, or packing slip. Returns without proof of purchase may only be eligible for store credit at the current selling price.
Step-by-Step: How to Return an Online Order
Returning an item you bought from the Helly Hansen website is a process managed through their online portal. Here’s how to do it correctly.
1. Start Your Return Online: Log into your account on the Helly Hansen website. Go to “My Orders” and select the item(s) you wish to return. If you checked out as a guest, you’ll need your order number and email address to access the return portal.
2. Select Your Reason and Method: Choose whether you want a refund or an exchange. Then, select your preferred return method. Helly Hansen often provides a prepaid return shipping label that you can print at home.
3. Package Your Item Securely: Place the item securely in its original packaging, if possible. Then, put it in a sturdy shipping box. Attach the provided return label clearly on the outside, covering any old labels.
4. Drop Off Your Package: Take your sealed package to the designated carrier drop-off location (e.g., UPS or USPS). Make sure to get a drop-off receipt for your records—this is your proof that you shipped the item.
5. Wait for Processing: Once the carrier scans your package, you’ll usually get a confirmation email. The return processing at the warehouse can take 5-10 business days after they receive it. Your refund will then be issued to your original payment method.
How to Return an Item to a Physical Store
Returning an item to a Helly Hansen retail store is often the fastest way to get a refund or exchange. The process is generally more immediate.
* Bring Everything: Take the item, all original tags, packaging, and your proof of purchase (email receipt, packing slip, or order confirmation) to any Helly Hansen brand store.
* In-Store Assessment: A store associate will check the item to ensure it meets the return conditions. If approved, they can process your refund or exchange right at the register.
Important Note: You cannot return online purchases to third-party retailers that sell Helly Hansen gear (like sporting goods stores). Those must be returned to the place of purchase according to their policies.
Understanding Refunds and Exchanges
Knowing what to expect after your return is accepted helps manage your expectations.
* Refund Method: Refunds are typically issued to the original form of payment used for the purchase. If you paid with a gift card, store credit will usually be reissued.
* Processing Time: After the warehouse receives your return, allow 5-10 business days for processing. It may then take an additional 3-10 business days for the refund to appear on your credit card or bank statement, depending on your financial institution.
* Exchanges: For a different size or color, you can request an exchange through the online portal. Note that exchanges are subject to product availability. Sometimes, it’s faster to process a refund and simply place a new order for the desired item.
* Return Shipping Costs: Helly Hansen often provides free prepaid return labels for online orders. However, always check the current policy, as some regions or sale items might incur a return shipping fee that is deducted from your refund.
International Returns and Special Cases
If you are returning an item from outside the country where you purchased it, the process can be more complex.
* Duties and Taxes: You are generally responsible for any import duties or taxes incurred on the returned item. These are rarely refundable.
* Customs Forms: You will need to fill out a customs declaration form, often marked as “Returned Goods” to avoid being charged duties again. The Helly Hansen return portal should provide guidance for this.
* Shipping Costs: International return shipping is usually at the customer’s expense and can be costly. It’s crucial to factor this in before initiating an international return.
* Warranty and Defective Items: The return policy is for change-of-mind returns. If you have a product that is defective or fails under normal use, you should contact Helly Hansen Customer Service for a warranty claim. This is a separate process and may involve different instructions.
Tips for a Smooth Return Experience
A little preparation goes a long way in making sure your return is hassle-free.
* Inspect Immediately: Open your package as soon as it arrives. Check the fit and function while the return window is widest.
* Keep All Packaging: Store the original box, tags, and any extra parts in a safe place until you’re sure you’re keeping the item.
* Take Photos: Before you send anything back, take clear photos of the item, including the tags and how it’s packaged. This provides evidence of its condition if any issues arise.
* Use Tracked Shipping: Always use a tracked and insured shipping method if you are arranging your own return. That drop-off receipt is your best friend if a package gets lost.
Contact Customer Service Early: If you have any doubts or unique situations, reach out to Helly Hansen’s customer service team before sending your return. They can provide specific guidance.
Common Mistakes to Avoid
Avoid these pitfalls that commonly delay or derail returns.
* Missing Tags: Removing the main hangtag is one of the most common reasons for a return to be rejected.
* Using the Wrong Box: Sending back shoes without the original shoebox, for example, can lead to damage in transit and a denied return.
Waiting Too Long: Marking the 60-day deadline on your calendar. The return process must be initiated within this window.
* Assuming Store Returns are Universal: Trying to return an online order to an unauthorized dealer will not work. Stick to Helly Hansen’s own channels.
* Not Checking for Final Sale Labels: Overlooking the “Final Sale” notation at checkout means you are stuck with the item, no matter what.
FAQ Section
How long does the Helly Hansen return process take?
From the day you drop off your return package, it can take 5-10 business days for the warehouse to process it, plus additional time for your bank to post the refund. In-store returns are usually instant.
Does Helly Hansen offer free returns?
Helly Hansen frequently provides a prepaid return shipping label for online orders, making returns free for the customer. However, policy can change, so always verify at the time of your return.
Can I return a gift I received from Helly Hansen?
Yes, but you will need the gift receipt or order number. Returns without a receipt may be eligible for store credit at the item’s current selling price, not necessarily the price paid by the gifter.
What if my item arrives damaged or defective?
This is not a standard return. Contact Helly Hansen Customer Service immediately to start a warranty or damage claim. They will provide specific instructions, which may differ from the standard return process.
Is the Helly Hansen return policy the same in all countries?
No, return policies can vary by region due to local laws. The 60-day policy is common in North America and Europe, but you should always check the website for your specific country or contact local customer service.
Can I exchange an item for a different color?
Yes, you can request an exchange for a different color or size through your online account, subject to availability. The process follows the same initial steps as a return.
Knowing the ins and outs of the Helly Hansen return policy empowers you to shop with confidence. By following the guidelines on timeframes, item condition, and proper procedures, you can ensure that any return or exchange is handled efficiently. Remember to act within the 60-day window, keep all original packaging, and use the provided return labels when available. If you ever have questions, their customer service team is there to help clarify any specific situations you might encounter.