FAQ's

Do you have a size chart?

Yes, we never want to send you anything that doesn't fit properly. Check out our size chart on the product page or here for measurements. You will find all the information to ensure our product fits perfectly and looks great.

 

Can I get an invoice?

We are able to include an invoice-copy with your order. The invoice will be sent as a PDF document with the Shipment Confirmation Email.

Please note that this invoice is the receipt of the payment done through your Credit Card or PayPal account.

The invoice is only for your own finances or home office as an addition to the order confirmation.

 

Where can I request an invoice?

You will find the Invoice checkbox under Step 3 of the checkout, after your Payment Details and Shipping Details:

Please note that you need to check the box, as illustrated above, before you place the order. You can choose to enter your Company Name and Company VAT number.

 

 

How do I use my promotion code?

Make sure you type your code to the appropriate box when you check out, and hit "update" to apply it to your order. If it is not applied at this point, we can't apply it to the same order later on (although you may be able to use it on a subsequent order).

If you have any other questions about discount codes, please contact Customer Service.

 

I have seen an item but it no longer seems to be in stock

Some of our most desirable products will run out, so you do need to buy it before it's gone. However some of our items are basic styles that we will get frequently. Keep an eye on the shop or visit our storefinder to contact a retail store near you.

 

How does your delivery service work?

Our courier will deliver your items Monday through Friday to the delivery address you submitted when you placed the order.

Our courier will make at least two redelivery attempts. At each attempt our courier will leave you a card which provides you with details for redelivery and also collection, if possible. The courier will typically keep a parcel for up to 7 days before returning it to sender as undelivered. Note that our courier also may deliver to your neighbors, where appropriate.

CountryStandard Shipping*

Standard shipping cost

Expedited ShippingExpedited Shipping cost
US 2-5 days $ 8 1-2 days $ 25

*Working days. Please add 2 days warehouse processing time

 

Track your order and view history

When you have an account at Helly Hansen Official Online Store, you can track your orders by visiting "My Account" and clicking "View my orders". There you can view your past orders or view the status of your current order. Create an account now.

 

Has my order been shipped?

As soon as your order has been sent out, we will send an email to let you know.

If you do not receive your order within the specified delivery time, please contact Customer Service, and we will look into it. If you created an account before you submitted your order, you can track your orders by visiting "My Account" and clicking "Order history". There you can review your past orders and the status of your current order.

If you did not create an account, or if you signed up after placing your order, you will not be able to see the order status. If your order has not been delivered within the given timeframe, please contact our Customer Service Team who will track it down for you.

 

An item is missing from my order

If the delivery note says an item should be in your parcel but it is not, please get in touch with Customer Service. Let us know the order number and the product code or product name of the item you wanted, and we will look into it.

We will usually be able to send you the item we missed, but on the rare occasion that is not possible, we will quickly refund the money you paid for it.

 

I have just placed an order. Can I cancel or change it?

Once your order has been confirmed, it's not currently possible for you to change it prior to dispatch.

You have an option to cancel but you need to be quick about it. Please call Customer Service immediately, and they will do their best to fulfill your request. However we cannot promise that they will be able to cancel the delivery if you have already received an e-mail confirmation stating that your order has already been shipped.

For additional information about canceling your order, check our Returns Policy.

If your order already has been shipped, you will need to return the order to us. Please go to "How do I return an item?"

 

I have received an incorrect item in my order

If you have received an incorrect item, we sincerely apologize.

Please contact Customer Service straight away, and let us know the following details:

  • Your Order Number
  • Product Code/Product Name
  • If you want a refund or replacement

 

How do I pay for my order?

There are a number of payment options to choose from:

  • MasterCard
  • VISA
  • Amex
  • Paypal

All credit and debit cardholders are subject to validation and authorization by both the card issuer and us to maintain security and to prevent fraud.

 

ShopRunner FREE 2-Day Shipping - How quickly will my items arrive?

"2-Day" Shipping means that the item(s) will arrive at the shipping address within 2 business days from the time it leaves the warehouse. There is some variation in how quickly Helly Hansen Official Online Store is able to process and ship orders. Both ShopRunner and Helly Hansen Official Online Store are committed to do our
best to ensure that product is delivered within 2 days from the time the order is placed.

However, certain factors can result in longer delivery times, including the time of day you place the order. There are store shipping "cut-off" times each day. Orders received before store cut-off times are shipped that day. Orders shipped after cut-off times are shipped out the next day. Please consult our shipping page for more specific cut-off time information. Additionally, out-of-stock, personalized and customized products are shipped so that they will arrive within 2 business days from the time Helly Hansen Official Online Store ships the product. In most cases, we will publish shipping policies for these items.

Please use this chart as a general guideline to estimate order arrival time:

If you order before 12:00 p.m. (noon) EST on the following days:You can expect it to arrive:
Sunday Wednesday
Monday Wednesday
Tuesday Thursday
Wednesday Friday
Wednesday Monday
Friday Tuesday
Saturday Wednesday

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