FAQ

A1: Visit the homepage, click the "Register" button in the top-right corner, enter your email address, set a login password, and complete email verification to register. Quick registration via mobile number is also supported, requiring no additional verification steps. Please provide accurate information during registration to facilitate future communication regarding orders and after-sales service.

A2: Select "Forgot Password" on the login page and enter your linked email or mobile number; the system will immediately send a verification code for the reset. Once you enter the code, you can set a new password. If you do not receive the SMS or email after a while, please check your spam folder or contact online customer service for manual assistance.

A3: First, ensure your account and password (including capitalization) are entered correctly. Clear your browser cache or try using a mainstream browser like Chrome or Safari. If an "unusual location login" alert appears, complete the SMS security verification to unlock the account. Note that multiple consecutive failed login attempts will temporarily lock the account; please wait 30 minutes before trying again.

A1: Before your order ships, you can contact our customer service team via online chat or email (service@helere) and provide your order number to adjust the size, color, or shipping address. If the warehouse has already packed and dispatched the order, the information cannot be changed; in this case, you would need to apply for a return or exchange after receiving the package.

A2: Online payments via Paypal, credit card, and bank card quick payments are supported. Corporate clients can contact customer service to enable bank transfer options. All payment pages are encrypted; sensitive information such as bank card details or payment passwords is not stored, ensuring a secure transaction process.

A3: Payment synchronization may experience a delay of 1–10 minutes; please wait a moment and refresh the order page. If the status remains unchanged after 30 minutes, please save a screenshot of the payment and the order number, then send them to online customer service. Staff will verify the transaction and update the order status—there is no need to pay again.

A1: For in-stock items, orders placed before 16:00 on a business day are dispatched the same day; orders placed after 16:00, or on weekends and public holidays, are shipped on the next business day. Pre-sale items have a clearly stated shipping timeframe on the product page, and logistics are arranged according to the schedule specified there.

A2: Log in to your account and go to "My Orders"; the order details page displays the full tracking number, and clicking it allows you to view real-time tracking updates. The system also automatically sends an SMS notification with a link to track the shipment after it has been dispatched.

A3: First, check local parcel pickup points, smart lockers, or property management collection desks. You can copy the tracking number and contact the courier company's customer service to verify the delivery person's phone number. If the package is confirmed lost, please contact our platform's customer service with a screenshot of your order; we will assist with a claim for a replacement or a full refund.

A1: You can request a return or exchange without a specific reason within 3-7 days of receipt(Excluding customized products). Items must be brand new, unworn, and free of stains or wear, with tags intact and all original packaging and accessories included. Intimate apparel and special clearance items are not eligible for "no-reason" returns, except in cases of quality issues.

A2: For returns/exchanges due to personal preference: the customer covers the return shipping cost. For damaged, incorrectly shipped, or defective items: the platform covers round-trip shipping costs, and customer service will provide a prepaid return shipping label. Submit an after-sales request on the order page, upload actual photos of the item, and—once approved—ship the item back to the warehouse according to the provided instructions.

A3: Once the warehouse receives and verifies the returned item, the refund is processed via the original payment method within 1–3 business days. you can track the refund status on the order's after-sales page.

A1: A detailed size chart is provided at the bottom of the product page, including measurements such as chest, waist, and garment length. You can select a size by comparing it with the clothing you usually wear; if you are unsure, please send your height and weight to our online customer service team for professional advice.

A2: All product photos are taken of the actual items. However, slight color variations may occur due to differences in mobile phone or computer screen displays; this is not considered a quality issue. If there is a significant discrepancy between the actual product and the photos, please take a picture and contact customer service for assistance.

A1: We will provide relevant discount codes during the event; you can enter the code at checkout to receive the corresponding discount. only one coupon can be used per order (stacking is not supported). Coupons have a fixed validity period and will expire automatically without reissue.

A2: Coupons cannot be used on limited-time flash sale items or clearance items. Please contact our online customer service if you have any special requirements.

A1: A floating customer service window is available at the bottom right of the website, offering real-time responses on business days from 9:00 to 22:00. For inquiries made outside business hours, customer service will address them promptly upon returning to work the next day. You may also email the official service address: service@helere.com; responses are typically provided within 24 hours.

A2: For order-related inquiries, please have your order number and product name ready. For after-sales returns or exchanges, please include actual photos of the product. For payment or shipping issues, providing screenshots of the payment confirmation and tracking details can significantly speed up the resolution process.

A1: Clear your browser cache, disable unnecessary plugins, and switch to a 4G/5G mobile network to avoid public Wi-Fi. Use the latest versions of Chrome, Edge, or Safari; older browsers are prone to display issues.

A2: Network restrictions in certain regions may limit access to overseas sites; try switching networks. If the platform is undergoing maintenance or upgrades, a notice will be posted on the homepage in advance, and full access will be restored once maintenance is complete.