Frequently ASKED

DO YOU HAVE A SIZE CHART?

Yes, we never want to send you anything that doesn't fit properly. Each individual product page has a size guide link located near the size selection buttons.

You can also view size guides here.

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 them before they're gone.

If you would like to be notified when we restock core and seasonal styles, please follow the below:

  • Go to the product you desire, select the size and colour you are after and select the 'Notify When Available' button.
  • When the item you selected is restocked you will receive a notification email. Stock is sometimes limited so be quick!

CAN I USE MY eGIFT CARD IN STORE?

Currently, gift cards purchased online at hellyhansen.com.au can not be used at our retail store locations.

HOW DO I KNOW IF SOMEONE IS SELLING HELLY HANSEN PRODUCTS LEGITIMATELY?

We are aware of websites popping up that are mimicking Helly Hansen, they are run by scammers and are not legitimate. If you are unsure about an online shop please reach out to our team.

You can also visit our Store Locator page here to find official Helly Hansen Stores and distributors in your area.

WHERE ARE YOUR STORES LOCATED?

Please visit our Store Locator page here to find the official Helly Hansen store closest to you.

HOW DO I GET IN TOUCH?

Our Customer Care team is available available Monday - Friday, 9.00am-5:30pm AEST. Use one of the below methods to get in touch:

Fill out the Contact Form on this page.

Use the Live Chat function on the bottom right of your screen.

Phone: (02) 8068 8600

Email: customercare@hellyhansen.com.au

WHERE ARE YOUR OFFICES LOCATED?

Australia

HELLY HANSEN AUSTRALIA
Visiting Address: Unit 4-5/16-22 Cross Street, Brookvale NSW 2100, Australia
Postal Address: Unit 4-5/16-22 Cross Street, Brookvale NSW 2100, Australia
Phone: +61 2 8068 8600
Hours: 9am-5pm, Monday-Friday

Global Headquarters

HELLY HANSEN AS
Postal Address: Munkedamsvelen 35, 5th - 7th Floor, N-0250 Oslo, Norway
Phone: (+47) 21 05 02 5

ARE YOU HIRING AT THE MOMENT?

Please visit our Careers page here.

WHAT PAYMENTS DO YOU ACCEPT?

There are a number of payment options to choose from: MasterCard, VISA, PayPal, AMEX, AfterPay & ZipPay.

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 for your own security.

We may be able to cancel your order but you need to be quick about it. Please call us on (02) 8068 8600 as soon as possible, and we will do our best to fulfil your request. However, we cannot promise that they will be able to cancel the dispatch of your order as our warehouse uses automated systems that once in place cannot be stopped.

If your order has already been shipped, you will need to return the order to us.

AN ITEM IS MISSING FROM MY ORDER?

If the delivery invoice indicates an item should be in your parcel but it is not, please get in touch with our Customer Care team. Let us know the order number and the product code or product name of the item missing from your order, 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 RECEIVED AN INCORRECT ITEM IN MY ORDER

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

Please contact our Customer Care team as soon as possible. Provide us with your order number and the item name(s) including size and colour, that you did receive. Taking a photo of the swing tag also works.

We will be in touch ASAP with arrangements to amend your order.

WHERE CAN I SEE MY ORDER HISTORY?

When you create an account at hellyhansen.com.au you can track your orders by signing in to your Account. There you can view your past orders or view the status of your current order.

Create an account now.

MY ORDER WAS UNSUCCESSFUL BUT I APPEAR TO HAVE BEEN CHARGED?

If your checkout was not successful and you did not receive an order confirmation email, but your bank statement appears to indicate that money was paid to Helly Hansen please wait a few days and check your bank statement again - often the funds are just 'pending' a sale and you will not be charged.

Please get in touch with our Customer Care team if you need assistance.

WHEN WILL MY ORDER SHIP?

Orders will be processed within 24hrs of receipt. All orders placed before 11:00am, Monday through Friday, will be handed to AusPost the same day. Orders placed on Saturday, Sunday and holidays will be posted on Monday and/or the next business day.

WHAT ARE YOUR SHIPPING RATES?

We offer free standard shipping on all orders over $250.

Standard Shipping is free-of-charge for all orders over $250 and available for a fee of $8 on orders under $250.

Express Shipping is available for $5 on orders over $250 and $18 for orders under $250.

Please note that Express Shipping is no longer an overnight guarantee for all areas in Australia.

WHERE IS MY ORDER DISPATCHED FROM?

All orders are dispatched from our warehouse in Prestons NSW 2170, unless otherwise communicated by our customer service team.

WHAT COUNTRIES DO YOU SHIP TO?

At the moment we ship to Australia.

If you are in New Zealand please visit hellyhansen.co.nz

HAS MY ORDER BEEN SHIPPED?

As soon as your order has been dispatched, we will send an email to let you know. The shipping confirmation email will include a tracking number for your parcel delivery.

If you believe that your order should have shipped by now but you have not received an email, please get in touch and we will look into the status of your order.

If you created an account before you submitted your order, you can track your orders by signing in to your Account. There you can review your past orders and the status of your current order.

WHEN WILL I RECEIVE MY ORDER?

Delivery will be made by AusPost during normal business hours, Monday to Friday.

Our delivery times, facilitated by our trusted partner AusPost, occur Monday to Friday during standard business hours. If you're unavailable to sign for your parcel at home, you can count on it being securely held for you at your nearby post office for convenient pickup.

Check out Australia Post delivery estimates here.

All orders are dispatched from our warehouse in Truganina VIC 3029 unless otherwise communicated by our customer service team.

You can track your order via the tracking number on your order shipping confirmation email.

HOW DO I TRACK MY ORDER?

You will be emailed a shipping confirmation once your order has been dispatched.

Click on the tracking number link in the body of the email. You will be redirected to the tracking information on AusPost's tracking portal.

MY ORDER IS TAKING LONGER THAN EXPECTED?

Order cut-off times are provided as guidelines only, and do not take into account possible delays caused by payment authorisation.

Orders will be processed in accordance with the Terms and Conditions of sale.

If your order is taking much longer than expected please get in touch with our customer care team.

CAN I CHANGE MY DELIVERY ADDRESS?

Unfortunately, we are unable to redirect orders once items have been dispatched.

If you believe that your order may not have been dispatched yet, please contact our customer care team and they can look into updating your shipping address prior to dispatch. Please note that our dispatch process is automated and shipping address updates are not always possible.

Please call us on (02) 8068 860 during business hours, otherwise, email us at customercare@hellyhansen.com.au

ONLINE RETURNS

At HellyHansen.com.au, we understand that sometimes a purchase may not meet your expectations. That's why we offer a hassle-free 30-day return policy. Here's a breakdown of our process:

Initiating Returns: To start the return and refund process, simply send your order to our Helly Hansen Online Returns address provided below. Don't forget to include your original order number on the return shipping label to ensure smooth processing.

Helly Hansen Online Returns
c/o # (Insert Order Number Here)
Unit 5/16-22 Cross Street
Brookvale NSW 2100

For local residents, you're welcome to return your order in person during our office hours, Monday to Friday, 9am -5pm.

Cost Responsibility: Please note that customers are responsible for covering the return costs associated with a change of mind or incorrect sizing. Additionally, the original postage fee will not be refunded upon completion of the return process.

Proof of Postage: It's essential to retain your proof of postage. Helly Hansen doesn't take responsibility for returns lost in the delivery process. For returns due to a change of mind or size, shipping costs will not be refunded.

Processing Time: Rest assured, returned items will be processed promptly within 72 hours of receiving them. You'll receive an email notification once a refund request has been issued to your banking institution.

Items may be returned under the following conditions:

- Products must be unwashed and unused. However, trying on the item for fit is acceptable.

- All original tags must remain attached to the product.

- The product must be complete. For example, both items of a pair must be returned if applicable.

- Customers must retain proof of postage in case the return is lost in transit.

Please note that the above return policy applies exclusively to purchases made through our online store. For information regarding in-store returns, please visit your local Helly Hansen store.

Exchanges: We can't facilitate exchanges, however, happily provide refunds. We encourage you to return your garment(s) and to re-purchase the correct size(s) as soon as possible due to high sales volumes and return processing times. Subject to style and size availability.

If your original purchase was made with a discount code or promotion that is no longer available, please contact our customer care team. They will assist you in organising a purchase at the same discounted rate.

Currently, the return or exchange of online orders is not possible at our retail store locations.

Customer Support: Have questions or concerns? Our friendly customer support team is here to assist you. Reach out via live chat, email at customercare@hellyhansen.com.au, or give us a call at (02) 8068 8600 during our office hours, Monday to Friday.

HOW DO I USE MY PROMOTION CODE?

Type your discount code in the discount code field at checkout. Make sure that you spell your code correctly and select 'apply' to apply it to your order. If it is not applied at this point, we cannot apply it to the same order later on (although you may be able to use it on a subsequent order).

If a discount code is not applying to your order and you believe that it should be, please get in touch with our Customer Care team so that they can help you successfully check out.

WHAT ARE HELLY HANSEN AUSTRALIA OFFICIAL ONLINE STORE PROMOTION CODES?

Promotion codes are codes or code words, such as DISCOUNT, which for example will give you money off on a certain style, the whole order, or free delivery.

WHERE DO I FIND PROMOTION CODES?

Just sign up for our newsletter and we will email you whenever there is a new code. Otherwise, we occasionally release codes via our social media channels and on the website itself,

Each promotion code has its own terms and conditions (such as who can use it, what it is for, and how long it is valid), so you should check before you shop.

I FORGOT TO USE MY PROMOTION CODE

Unfortunately, if you did not enter your promotion code at the checkout, we cannot apply it to that order or amend your payment later on.

HOW DO PROMOTION CODES AFFECT MY RIGHT TO RETURN AN ORDER?

If a promotion code was applied to your original order, your refund amount will be adjusted to reflect it. Unfortunately, we cannot reissue a promotion code, even if your original order is returned to us.

WHAT IS YOUR WARRANTY POLICY?

For over 145 years, athletes and explorers have trusted their lives to Helly Hansen clothing. Technically engineered and real-world tested, all Helly Hansen garments and footwear are warranted to the original owner against defects in materials and workmanship.

Should any garments purchased fail due to a manufacturing defect within two years (footwear within one year) of the purchase date, we will repair it without charge or provide a replacement, at our discretion. This warranty does not cover damage caused by accident, negligence or normal wear and tear.

Always follow care instructions supplied inside the product and for further general care instructions visit the WASHING tab on the FAQs page.

WARRANTY AND PRODUCT FEEDBACK

For more than 140 years, athletes and explorers have trusted their lives to Helly Hansen clothing. Technically engineered and real-world tested, all Helly Hansen garments and footwear are warranted to the original owner against defects in materials and workmanship. Should any garments purchased fail due to a manufacturing defect within two years (footwear within one year) of the purchase date, we will repair it without charge or provide a replacement, at our discretion. This warranty does not cover damage caused by accident, negligence or normal wear and tear. Always follow care instructions supplied inside the product and for further general care instructions. This warranty does not cover damage caused by accident, negligence or normal wear and tear. Always follow care instructions supplied inside the product and for further general care instructions, click here.

WHAT DO I DO IF I HAVE A WARRANTY ISSUE?

If you believe the product has been bought with a defect or the product has started showing a defect within the warranty period, you need to return the item together with proof of purchase to the retailer where the product was purchased. The store will help you to process the warranty claim. Please make sure the product is washed before it is delivered to the retailer.

If you bought the product directly from hellyhansen.com.au and would like to begin the warranty claim process please contact our Customer Care team.

WHY SHOULD YOU WASH YOUR HELLY TECH®?

It is important to wash your Helly Tech® garment. Washing your garments will remove contaminating substances such as oils, dirt, and salts from the surface and restore the surface tension of the fabric, keeping it clean and helping the membrane perform at its best.


It might not be that obvious when you should consider washing your garments, so here are a couple of signs to look for:

- If the water and/or rain droplets no longer bead off the surface of the jacket and start leaving a wet mark, the DWR (durable water repellency) might be worn off or deactivated.

- Another sign is that if the breathability does not seem to be on the same level as when you first bought your Helly Tech® garment. The membrane could be contaminated.

HOW TO WASH YOUR HELLY TECH®?

Before washing your Helly Tech® garment:
- Make sure you zip up all zippers to avoid any surface damage.
- Wash your product with warm water as instructed on the care label in a commercial washing machine.
- Do not use fabric softener or other detergents that have softening agents, as it will reduce the fabric surface tension and will have a negative effect on the fabric performance.
- HH® advises to use a technical washing product and to follow the instructions given by that product. In cases where no technical washing products exist, and you only have the option of normal washing products, HH® advises using a liquid washing product with no additives (without perfume, foam or softener).
- A second rinse cycle with water is preferred to remove any detergents that might be left behind on the surface. It is important to remove excess detergent, as it might affect the performance of the fabric.
- After washing, you can safely tumble dry your Helly Tech® garment in order to re-activate the DWR treatment. Please always follow the garment care label for drying instructions.

HOW AND WHEN TO RE-APPLY DWR (“DURABLE WATER REPELLENCY”)?

DWR is a temporary surface treatment and its performance will decrease over time and wear. A good sign that it is time to re-apply a DWR treatment is when the water and rain droplets do not bead off the jacket surface after you have washed and dried your Helly Tech® garment.


Applying a DWR is a simple process that takes place after washing your garment and before you tumble dry it.
- Take your garment out of the washing machine and hang it to let all the excess water drip off.
- Make sure that all zippers are closed.
- Spray the DWR all over the surface of the garment, on the front and back.
- After this, you can dry the garment in a tumble dryer at a medium temperature for 50 minutes.

Helly Hansen advises reading the label of the DWR products for manufacturer instructions as well as the garment care label. Helly Hansen does not have any preferred product, but some leading brands in the market include Nikwax, Grangers and McNett.

WHEN, WHY, AND HOW OFTEN YOU SHOULD WASH YOUR HELLY HANSEN DOWN JACKET?

The down layer in your garment functions as thermal insulation to keep you warm. Taking good care of this layer will extend the lifetime of your Helly Hansen down garment. After a period of use, the down inside your down jacket might start to cluster and lose its puffiness (also called “loft”). This will inhibit the performance of the insulating properties of the garment. To revive the performance of the down, it is important to wash your Helly Hansen down garment. Down is a natural material, so washing down products will also help prevent the growth of bacteria and other micro-organisms.

HOW TO WASH YOUR HELLY HANSEN DOWN JACKET?

Down jackets can be washed in lukewarm water on a gentle cycle.
- It is important to set the machine on one extra rinse cycle, to ensure that all the detergent has been removed from the down feathers.
- The jacket will weigh more when wet, so please handle it with care.
- It is advised to scoop, rather than pull the garment out of the washing machine. Do not shake or twist the garment to remove the excess water at this stage. Rather press out excess water when the jacket is lying flat.
Helly Hansen also recommends washing and drying these kind of garments separate from others to avoid unnecessary friction. Doing so will give the best results. Helly Hansen does not recommend hand washing of down garments as it is very difficult to remove the washing detergent properly.

Handwashing will also lead to excessive mechanical tensions on the fabric and seams.
To ensure the garment is dried evenly after washing, we suggest setting a long tumble drying program at medium temperature. You should also add two to three dryer balls into the dryer (tennis balls will also work) when the garment is being dried. This is to help gain extra loft between the down feathers. We do not recommend ironing your down jacket. This will compress the down inside the jacket and might damage the outer fabric.

HOW TO WASH YOUR HELLY HANSEN WOOLLEN PRODUCTS?

Wool is a natural fiber that has excellent thermal properties. Extra attention needs to be given to your wool products during the washing and drying cycles in order to keep the wool in its best condition. Wool fibres can felt (tangle) under mechanical friction, pressure, and heat when humid.


Helly Hansen recommends:

- Machine washing on a 'wool' program with a maximum of 40 degrees or hand wash with a maximum of 40 degrees.
- Do not rub or agitate the garment when wet.
- Do not use heat to dry your woolen products.
- To help keep the original shape of the garment, please lay the garment flat when drying. Do not twist the garment to remove excess water.

WHEN AND WHY YOU SHOULD WASH YOUR HELLY HANSEN LIFA® PRODUCTS?

Helly Hansen's Lifa® technology is designed to keep you dry next to your skin by transferring moisture away from the skin where it can more easily evaporate. How often you should wash your Lifa® product is based on your activities and how much sweat you produce.

Helly Hansen recommends washing your Lifa® products regularly to keep them clean and functional. We recommend liquid washing detergents for all Helly Hansen Lifa® products.

HOW TO WASH YOUR HELLY HANSEN LIFA® PRODUCT?

To get the best out of your Helly Hansen Lifa® product, it is important to know the differences between the Helly Hansen Lifa® technologies. These technologies also differ in fabric content, so they should be washed according to the garment's care labels.

HH® DRY AND HH® ACTIVE:

- can be machine washed in lukewarm water with a mild detergent.
- Do not tumble or heat dry. Only air/hang to dry.

HH® WARM:

- is a mix between polypropylene and merino wool. You can either wash it using the wool program in the washing machine, or you can hand wash in lukewarm water,
- using minimal detergent as instructed in the wool care section.
- Hang to dry.

HH® WOOL:

- is 100% wool and it is important you follow the wool washing instructions located on the care label.
To avoid damaging your Helly Hansen Lifa®, do not dry clean, tumble dry, or iron, and keep away from heat sources.

AT HELLY HANSEN AUSTRALIA WE TAKE SECURITY VERY SERIOUSLY. IT IS POSSIBLE THAT YOUR PURCHASE CANNOT BE COMPLETED DUE TO YOUR CURRENT BROWSER BEING INCOMPATIBLE WITH OUR SECURITY PROTOCOLS. WE RECOMMEND THAT YOU UPGRADE YOUR BROWSER OR INSTALL A COMPATIBLE ONE:

I AM HAVING GENERAL PROBLEMS ACCESSING OR BUYING FROM YOUR WEBSITE

If you have general problems, we recommend that you make sure you have the latest updates and patches for your operating system.

If you are still having problems using our site, please feel free to get in touch with Customer Care and we will be happy to help.

To help us look into your problem, please try to include as many of the following details as possible:

  • Your Operating System (e.g. Windows XP, Mac OS 9.0)
  • Internet Browser (Internet Explorer 6, Netscape 7.02)
  • What URL you were trying to access
  • What time the problem occurred

I'M HAVING PROBLEMS WITH MY SHOPPING CART

If items are disappearing from your shopping bag, this may be because you are using your internet browser's 'back' button, rather than selecting one of the 'Continue shopping' links on the shopping cart page. For security reasons, your shopping cart will be emptied at regular intervals while browsing the Internet.

If you are still having problems, try deleting the cookies on your PC. All you need to do is go to the 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK.

I CAN'T SIGN INTO MY ACCOUNT

When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognized, please make sure you are using the same email address and password you used when you registered with us.

If you cannot remember your password, just select 'FORGOT PASSWORD' on the Account page sign in pop-up, and we will email you a link to reset your password. Please allow a few minutes to receive this email and check your spam/junk mail boxes if you do not receive it.

You can change your password, main email address or any of your other details at any time just by signing in to your ACCOUNT at anu time.

Please note that if you type in the wrong email address and/or password 3 times, you will not be able to log in again for half an hour.

If you still have problems signing in, or have any other queries, please contact Customer Care.

MY PAYMENT HAS BEEN DECLINED

A payment decline can happen for a number of reasons. Please check your Helly Hansen Australia Official Online Store account details to make sure that the card details such as the start date, card type and your billing address are the same as the card is registered to.

If the problem continues, please enter the details of another card.

Please contact Customer Care, if the problem persists. They will try to advise you further.

A PAYMENT IS PENDING ON MY CREDIT CARE BUT MY ORDER WAS NOT PROCESSED

We are sorry to hear that the checkout-out failed and appreciate that you are surprised to see a 'pending charge' from Helly Hansen AU on your credit card statement. We can assure you that you have not been charged and that the pending charge will disappear from your bank statement in 3-5 days.It appears that your payment failed due to the enhanced fraud prevention we use for all checkouts online. The enhanced fraud analysis is performed automatically and your banking institution may have not been able to verify one of the below metrics:

  • Address Verification System (AVS) - AVS compares the numeric part of the customer's billing address and zip code or postal code to the information on file with the credit card issuer.
  • Card Verification Value (CVV) - The CVV is a 3-digit or 4-digit number on the customer's credit card.

Our customer service team sees this most often with the usage of AMEX cards and occasionally when using Apple Pay. Please let us know if you have any questions and we apologise for any inconvenience that this may have caused you.

Contact

Please don't hesitate to get in touch. Select a category to the right so that we can better assist you.