Frequently Asked Questions

1. How long does it take to process and deliver an order?

Orders are processed within 1 to 2 business days (Monday–Friday). Standard delivery typically takes 5 to 7 working days, meaning your package should arrive within 6 to 9 business days after purchase.

2. What is your return policy, and who pays for return shipping?

We accept returns within 30 days after your order is received. If the product arrives damaged or incorrect, Hellemode will cover the cost of return shipping. In all other cases, customers are responsible for the return postage.

3. Do you offer international shipping?

Currently, Hellemode ships exclusively within the United Kingdom. We are working on expanding our delivery options to additional countries in the future.

4. What payment methods are available?

We offer several secure payment methods, including PayPal, Visa, MasterCard, and American Express.

5. Is payment on your website secure?

Yes, absolutely. All transactions are protected by SSL encryption and processed through secure systems that comply with the latest security standards.

6. Can I update my delivery address after placing an order?

Unfortunately, once an order has been processed or dispatched, we cannot change the shipping address. Please verify that all details are correct before completing your purchase.

7. How soon will my return be processed?

Returns are handled within 7 business days after the returned item has been received and inspected. You’ll receive a confirmation email once your refund has been issued to your original payment method.

8. What should I do if I receive a faulty or damaged item?

If your order arrives damaged or defective, please contact us as soon as possible at info@hellemode.com and include photos of the issue within 48 hours of delivery. We’ll cover the return postage and arrange a replacement or refund promptly.

9. How can I track my order?

Once your order has shipped, you’ll receive an email containing your tracking number. You can follow your package anytime using our order tracking page.

Contact Information

  • Store name: Hellemode
  • Company name: CHARACTER FASHION LTD.
  • Address: 128 City Road, London, Greater London, EC1V 2NX, United Kingdom
  • Email: info@hellemode.com
  • Contact Form: Click here
  • Phone: +44 7426 925521
  • Company number: 15219371
  • Customer service hours: Monday to Friday | 9:00 AM – 5:00 PM GMT