Return Policy

Last updated: 23 June 2026

At Helen & Judy Sydney we care deeply about our customers' satisfaction. However, we understand that situations may arise where you wish to return a product. This Return Policy explains the procedure clearly and transparently.

For any questions or concerns, please contact us at info@helenandjudy.nz before returning any item.

1. How we operate

Helen & Judy Sydney operates on a direct-to-consumer supply model. To reduce waste and our environmental impact, we do not hold large warehouse stock.

Many of our products are instead shipped directly by our suppliers, including international warehouses located in China. As a result, returned items must be sent back to our supplier's return address in China.

2. Return deadline and registration

You can request a return within 14 days of receiving your order by contacting info@helenandjudy.nz.

Please note:

• Returns can only be requested after physically receiving the item
• The email must include the order number and a valid reason for the return
• Once approved, we will provide our supplier's return address

3. Return conditions

To be eligible for a return, the following conditions must be met:

• A valid reason for the return is always required
• Items must be unused, unworn, unwashed and in their original condition
• All original tags and packaging must be intact
• You may try items on, but not wear them
• Sale or discounted items may only be returned with a valid reason
• Ordering multiple sizes with the intention of returning part of the order is not allowed
• For hygiene reasons, certain items (such as underwear, swimwear and jewellery) are not returnable unless they are still sealed and unused

4. Return costs and procedure

All return costs are borne by the customer. This includes:

• International shipping costs
• Customs duties (if applicable)
• Any additional handling fees

Important notes:

• Items must be sent back to our supplier in China
• The customer is responsible for arranging and paying for return shipping
• Customers must provide a valid tracking number as proof of shipment
• Returns without a tracking number cannot be processed or refunded

5. Customer-tailored solutions

We are aware that international returns can be costly and inconvenient. We are therefore happy to consider alternative solutions where possible, such as:

• Partial refunds
• Store credit
• Discount-based solutions

Such alternatives are always discussed and agreed by email before proceeding with any return. Please contact us in advance at info@helenandjudy.nz

6. Damaged, incorrect or defective items

If there is a problem with your order (for example, incorrect size, damage or quality issues), please contact us within 14 days of receipt.

You must attach:

• Clear photos of the product
• A detailed description of the issue

Without this information, we will not be able to process your request.

Once we have reviewed your request, we will provide a suitable solution as quickly as possible.

7. Refunds

Refunds are issued only after the returned item has been received and inspected at our supplier's returns handling centre in China.

Once approved:

• Refunds will be processed within 14 days
• Refunds will be credited to the original payment method
• Original shipping costs are non-refundable

8. Cancellations

Orders cannot be cancelled once placed and in processing.

Chargeback procedures or refund requests cannot be initiated before the product has been delivered and inspected.

If you have any issues with your order, please contact us first at info@helenandjudy.nz, so that we can assist you directly.

9. Liability

We accept no responsibility for:

Lost parcels marked as delivered to the address provided by the customer
Incorrect shipping addresses entered by the customer

Address errors must be reported within 24 hours of placing the order via info@helenandjudy.nz.

10. Contact

For any questions regarding returns, refunds or cancellations, please contact us:

Helen & Judy Sydney
info@helenandjudy.nz