Frequently asked questions

You can follow your delivery from the Track your order page: all you need is the email you ordered with. If you also have the order number you get there faster, but it is not required.

The tracking code appears when the parcel leaves: until then the order shows as being prepared. We also send it to you by email the moment the courier takes charge of it.

Delivery is tracked and free on every order. Estimated delivery, from order confirmation, is 1–2 working days in Italy, 2–4 in the rest of the European Union, 4–5 in other European countries and 5–7 in the United States and Canada.

We ship to Italy, all the countries of the European Union, the rest of Europe, the United States and Canada. Switzerland and the Russian Federation are excluded. For deliveries outside the European Union, customs duties and import taxes are payable by the customer and are collected by the courier on delivery.

Revolut Pay, Apple Pay, Google Pay and Visa and Mastercard credit or debit cards. Payments are handled by Revolut: we never hold the full details of your payment instruments.

If the address provided is wrong or the parcel is not collected within the courier’s holding period, the delivery is returned to the sender: we refund only the price of the products, retaining the original delivery costs and any storage and return charges. A new dispatch can be arranged with the related costs borne by the customer.

You have 14 calendar days from receipt of the products (from the last item, in the case of separate deliveries) to return or exchange them, without having to give a reason. The simplest way is the returns portal: enter your order number and the email used for the purchase, choose the items and get your shipping label. If you have an account, you will find the “Return items” button right in the order. Alternatively you can notify us of your withdrawal by writing to [email protected] or to the certified email [email protected], including with the model withdrawal form: in that case you have another 14 days to send the items back.

Return shipping is always at your expense: with a refund or a voucher it is deducted from the amount, with an exchange you pay it in the portal. It costs €10 from Italy, €15 to €40 from other European Union countries (see the full table on the returns page). If you send the items back yourself, without the portal, the shipping is at your expense and the risk of transport remains with you until the parcel reaches us.

We refund you once the items have reached us and we have checked them, and in any case within 14 days of your notice of return: all the sums received, including standard delivery costs, less the return cost. The refund goes to the payment method used for the purchase or, if you choose it in the portal, to a voucher to spend on the site; if the original method does not accept refunds, by bank transfer. In the case of a partial return, the initial delivery costs are not refunded.

Items must be returned intact, unworn and unwashed, complete with tags, labels, seals and original packaging. You are responsible for any reduction in value resulting from handling other than what is necessary to establish the nature and characteristics of the goods.

On every product page you will find the Size guide with the garment measurements and the fit (Regular, Oversized, Slim…) next to the size selector. If you are torn between two sizes, contact customer care: we will help you choose.

Follow the instructions on the label and in the “Garment care” panel on the product page: for many Helmur pieces only gentle dry cleaning is recommended, with no bleaching, ironing or tumble drying.

If an item or a size is sold out, on the product page you will find “Let me know when it is back”: leave your email and you will receive an automatic notice when it is restocked.