Customer Service

Shopping FAQ

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 for measurements or click here - you will find all the information to ensure our product fits perfectly and looks great.

HOW DO I USE MY PROMOTION CODE?

Make sure you type your promotion code to the appropriate box when you check out, and hit "apply" 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 Care.

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 and social media for stock updates.

HOW DOES YOUR DELIVERY SERVICE WORK?

AusPost will deliver your items Monday through Friday to the delivery address you submitted when you placed the order. All deliveries must be signed upon receipt. However, it does not have to be you who sign it. Somebody from the same address such as a family member, friend, receptionist etc. or a neighbour can sign for your parcel. AusPosts makes one delivery attempts. AusPost will leave you a card which provides you with details for collection. AusPost will typically keep a parcel for up to 10 business days before returning it to sender as undelivered. 

WHAT COUNTRIES DO YOU SHIP TO?

At the moment we ship to Australia.

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 Care, and we will look into it. If you created an account before you submitted your order, you can track your orders by signing in, visiting "My Dashboard" and clicking "Orders". 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 Care 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 Care. 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 Care immediately, and they will do their best to fulfil 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 cancelling 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 Care straight away, and let us know your order number and product code/product name. We will look into it and get back to you. 

TRACK YOUR ORDER AND VIEW HISTORY

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

HOW DO I PAY FOR MY ORDER?

There are a number of payment options to choose from:

  • MasterCard
  • VISA
  • PayPal
  • AMEX

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.