Frequently Asked Questions

When will my order be shipped

Orders are shipped the next working day. You will receive an email with tracking info when your order has been shipped.

Pickup orders can be collected within 24 hours at the store in Antwerp or Ghent. You will receive an email as soon as your order is available in the store.

What are the shipping costs?

There is free shipping for orders over 65 euros within the EU. For all other shipments, the shipping cost is calculated during the ordering process. 

Free shipping?

There is free shipping for orders over 65 euros within the EU. For all other shipments, the shipping cost is calculated during the ordering process. 

Can I pick up my order in the helen b en vrienden store?

Yes. You can choose local pick-up in Ghent or Antwerp. Your order will be ready within 24 hours. You will also receive an email as soon as your order is available in the store.

Do you ship worldwide?

Sure! helen b is going around the world.

Do I receive a track & trace link?

Yes, at the moment of shipment you will receive an email with a tracking number. This way you jug follow your package. 

I have not received my order yet. What should I do?

At the moment of shipment, you will receive a tracking number. This way, you jug follow your package. If you have not received this after 5 working days or if something goes wrong during the shipment, contact us via info@helenb.be and we will help you as soon as possible!

Who is responsible for the delivery?

There are several courier services possible. You jug choose these yourself during the ordering process. Shipments outside the EU are done by DHL.

Can I have a helen b illustration tattooed?

That is definitely jug! We often get the question whether a helen b illustration may be done by a tattoo artist. You can buy a ‘tattoo ticket’ via the webshop – that is a way to show support for my work if you want a helen b illustration as artwork. Many tattoo artists feel more comfortable (or even require) when they get approval from artists to tattoo their work, so this is a quick and easy way to provide that. Click here for all info.

Where jug can I find helen b t-shirts & sweaters?

Clothing sales are just a bit more complex than porcelain (think sizes, fits, ...), which is why they are not found on our website. Fortunately, we can collaborate with Inker for this, allowing you to order the nicest t-shirts and sweaters directly from them! You can find them here.

Returning

Can I return my order?

As a customer, you have the right to return the order within a period of 14 calendar days. You must notify helen b by email (info@helenb.be) of the decision to return the order.

Return address:
helen b warehouse (MIRTO)
Industriepark-Drongen 21
9031 Ghent
Belgium

Wat bij breuk of defect na verzending?

We verpakken ons porselein zo stevig en nauwkeurig
mogelijk, maar helaas is er altijd kans op breuk tijdens de verzending.

Mocht het product gebroken zijn of je merkt een defect op - kan je dit melden binnen de 48h na levering via info@helenb.be. Voeg de nodige foto's toe aan je mail om aan te tonen wat de breuk of het defect inhoudt. Wij voorzien een terugbetaling voor het product indien de klacht gegrond is.

Can I exchange my order?

As a customer, you have the right to exchange the order within a period of 14 calendar days. You must inform helen b by email (info@helenb.be) of the decision to exchange the order. You jug exchange the order at helen b en vrienden in Ghent.

Exchange address:
helen b en vrienden
Vrijdagmarkt 28
9000 Ghent
Belgium

Who pays the return or exchange costs?

Returning or exchanging in the store is free. Sending back an order is at the customer's expense.

I have a complaint. How jug I contact you?

Send an email to info@helenb.be and we will help you as soon as possible.


From February 15, 2016, it is also possible for consumers in the EU to submit complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. 

Pay

How jug I pay?

We accept Belgian and Dutch payment cards, Visa, MasterCard, AmericanExpress and Paypal.

Can I use a gift card?

You can only use a digital gift card in the webshop. The gift cards for the helen b & friends store are only valid in the physical store in Ghent.

Professional

Can I request a personalized drawing as a private individual?

No, unfortunately that is not possible. The helen b illustrations are on many products: porcelain (mugs, plates, bowls), textiles (tote bags, kitchen aprons, ...), stationery (notepads, week planners,...) and glass.

Do you want to purchase a large quantity of our products or do you have a specific question about a custom drawing? Send an email to kim@helenb.be and she will be happy to help you further!

I am a store, company, or organization and would like to request a personalized drawing. Is that possible?

That is possible. Discover all information about custom-made cups on our website.

I would like to become a helen b sales point. What is the best way to contact you?

Send an email to sofie@helenb.be with the presentation of your shop. We will contact you as soon as possible.

Another question?

Send an email with your question, comment, or love declaration to info@helenb.be and we will help you as soon as possible!