Followed

After placing your order, we will send you an e-mail confirming it.

You can follow the progress of the processing of your order by contacting customer service by email: contact@heleneprime.com. If the order has been sent, we will provide you with a parcel tracking number to the customer, who can then follow its delivery by going to the website made available by the carrier communicated (Colissimo, Fedex, UPS).

Cancellation / Modification

In the event of an error concerning the elements of your order (address, size, etc.), you have the possibility of modifying or canceling it before it is processed and dispatched by us. For this, please contact us by email: contact@heleneprime.com.

delivery time

All our creations are produced in small series by hand in Paris. Any order for a product in stock is processed within 48 hours (excluding weekends and public holidays), following receipt of payment. In the event that the item is exceptionally not in stock, a special request is sent to the workshop to make it as soon as possible, and it is dispatched within 1 to 3 weeks, depending on the availability of parts. In this case, we will contact you to notify you of this delay.

Delivery options & costs

Several delivery options are available to you:

- Delivery by carrier:
Orders are shipped by Colissimo for France, and abroad, Colissimo or UPS depending on the country.
Delivery costs are free from €200 for mainland France, and €500 outside France.
Beyond that, the price for each order is:
€7 for metropolitan France (Colissimo with delivery against signature)
12€ for Europe and 30€ for the rest of the world.

- Withdrawal from the showroom:
Any order can be picked up free of charge in our showroom at 5 rue de Villersexel, Paris 7th.
We will inform you by email of the availability of your order on site.
To pick it up, please bring your ID and confirmation email.

Outside the European zone, regardless of the delivery time selected, the delivery price does not include any customs duty or import tax which you will have to pay when collecting your package.

Return conditions

If you ordered from France or the European Union, you have a withdrawal period of 14 days from the date of receipt of your package to return your product.

If you wish to return an item, we will refund the amount spent except for any customs fees which remain your responsibility.

Return costs are free for France only.

Contact us by email at contact@heleneprime.com. We will guide you in your approach and will tell you how to return your package.

The product must be in perfect condition, provided with its original packaging.
Any non-compliant or unsuitable for resale return will be rejected and the part will be sent back to you.

In accordance with the provisions of article L121-21-8 of the Consumer Code, products corresponding to special orders (made to measure) cannot be exchanged or refunded.

Reimbursement deadline

Upon receipt of the package, we will check the integrity of the items before accepting your return and requesting a refund. The refund will be made within 14 days, directly to the card used for the original purchase, in the same currency. We will send you a confirmation email as soon as we have made the refund request.