Right of Withdrawal

At Hellemode, your satisfaction is our priority. While we hope every purchase exceeds your expectations, we understand that sometimes things might not work out as planned. That’s why we’ve developed a clear and hassle-free returns process. Please read the details below carefully to ensure a smooth and efficient return experience.

1. Our Commitment

We are committed to offering products that are true to their descriptions and meet our quality standards. If you are not fully satisfied with your order, our team will assist you in resolving the issue promptly.

2. Return Eligibility

  • Timeframe: Returns must be requested within 30 calendar days from the date your order was delivered.
  • Condition: Items must meet the following requirements to qualify for a return:
    • Be unused and in their original condition.
    • Be returned in their original packaging, including tags, accessories, and protective materials.
    • Show no signs of damage, wear, or alteration.
  • Non-Returnable Items: For hygiene and safety reasons, the following items cannot be returned unless faulty upon arrival:
    • Underwear
    • Swimwear
    • Customized or personalized products
    • Gift cards
    • Final sale items marked as non-returnable

3. How to Initiate a Return

To start a return, please contact our Customer Service team within 30 days at info@hellemode.com. Wait for confirmation and return instructions before sending any items back to us.

To help us process your return efficiently, please include the following details in your email:

  • Your order number (e.g., #1365)
  • The item(s) you wish to return (e.g., "Hellemode Classic Bag, Black")
  • The reason for return (e.g., “Wrong size,” “Damaged on arrival”)
  • Clear photos or a short video (required for defective or incorrect items)

4. Return Shipping

  • Customer-Initiated Returns: If you are returning a product due to personal reasons such as change of mind or size, you are responsible for the return shipping costs. We recommend using a tracked and insured shipping service.
  • Faulty or Incorrect Items: If you receive an incorrect, damaged, or defective item, Hellemode will provide a prepaid return label and step-by-step instructions for returning the product.

5. Return Address

Important: Please do not return any parcels to our business address unless instructed by our team. The correct return location may vary depending on your order or shipping region. Always wait for confirmation and instructions from our Customer Service team before sending anything back. Returns sent to the wrong address may cause delays or loss of the parcel.

6. Refunds

Once your returned item has been received and inspected, you’ll receive an email confirming its arrival and the status of your refund request.

  • Processing Time: Approved refunds are processed within 7 business days after receiving the returned goods.
  • Refund Method: Refunds are issued to the same payment method used for your purchase.
  • Bank Delays: Please note that depending on your bank or card provider, it may take an additional 5–7 business days for the refund to appear in your account. This timeframe is determined by the financial institution and beyond our control.
  • Partial Refunds: In certain cases, partial refunds may be issued:
    • If the item is returned damaged, used, or missing parts not due to our mistake.
    • If the return request is submitted after the 30-day return window has passed.
    • If inadequate packaging causes damage during return shipping, we reserve the right to deduct a portion of the refund value.

7. Exchanges

We are happy to assist with exchanges whenever possible.

  • Process: To exchange an item for another size, color, or model, please email info@hellemode.com. Our team will check availability and provide instructions for returning your item and receiving the replacement.
  • Shipping Costs: If the exchange is due to a customer preference (such as incorrect size), the buyer is responsible for shipping costs. If the product is defective or incorrect, Hellemode will cover both return and replacement shipping expenses.

8. Items That Arrive Damaged or Defective

We kindly ask you to inspect your order as soon as it is delivered. If you receive a product that is damaged or faulty, please notify us within 24 hours so that we can assist you quickly.

To report a defective or damaged item:

  • Send an email to info@hellemode.com
  • Include your order number
  • Attach clear photos or short videos showing the damage or defect

Once we review your submission, we will arrange the most suitable solution—whether that’s a replacement, exchange, or a full refund—at no additional cost to you, including return shipping fees.

9. Incorrect Delivery Address

If you entered an incorrect or incomplete address at checkout, please reach out to us immediately. We will do our best to make corrections before shipment, but once your order is processed, changes may not be possible.

Undelivered Orders: If a parcel is returned to us due to an incorrect address, refusal, or failure to collect, we will contact you to resolve the matter. Please note the following:

  • You may be charged for return and re-shipping fees.
  • If you choose a refund instead of re-shipment, the original shipping and return costs will be deducted from your refund total.

10. Customs and Import Duties (International Orders)

For shipments sent outside of the United Kingdom, additional customs fees, taxes, or import duties may apply depending on your country’s regulations. These charges are the responsibility of the customer and must be paid before or upon delivery. Hellemode does not control or estimate these costs in advance.

We recommend checking with your local customs authority for specific information before placing an international order.

11. Need Assistance?

If you have any questions about our Return Policy or need help with your order, our support team is here to assist you:

  • Email: info@hellemode.com
  • Response Time: We strive to respond to all inquiries within 24 business hours.

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