FAQs

Is Helene Berman clothing available on the website?

Clothing is not currently available on the website. Please contact Customer Service at sales@charlesgray.com for more information.

What sizes are the hats available in?

All our Helene Berman hats come in one size; 57 cm.

How do I make a purchase?

Found a must-have piece on HELENE BERMAN?

  • Snap it up fast! Select the colour you require and click 'ADD TO BAG'.
  • Continue shopping and add items to your shopping bag or go to 'CHECKOUT'.
  • Review the products in your shopping bag and then enter your shipping and payment details.
  • Once you are ready to proceed, click 'PURCHASE NOW'.
  • We'll send you an order confirmation email detailing your purchases
  • Payment will be processed once we have confirmed the order. Your shipment will then be dispatched.

Customer Care is here to help! If you need assistance placing an order or tracking the progress of your package, email Customer Care at sales@charlesgray.com and we will do our best to answer as fast as we can.

Do I need to set up an account to place an order?

Having an account on HELENE BERMAN is not essential, but it allows you to:

  • Shop without re-entering your address.
  • Manage your address book and email settings.
  • Be the first to know about upcoming sales and promotions.

Register now to make the most of all these fabulous benefits or enter a password once you have placed an order to complete your account registration.

I forgot my password. What do I do?

To reset your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page on HELENE BERMAN or click here to change it. We'll then send you an email so you can create a new password and start shopping again.

What payment methods you accept and is my payment secure?

We accept Visa, MasterCard and American Express cards.

You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to HELENE BERMAN.

All payments are processed through a secure checkout system provided by Shopify.

How do I know if an item is in stock?

If an item is available to purchase, you will be able to select and add it to your shopping bag.

Products on HELENE BERMAN are snapped up quickly and can still be bought by another customer even if the item is in your shopping bag. If you have found a piece you love, we recommend you place your order promptly so you don't miss out.

How do I change my personal information?

To amend your details, simply 'Sign In' to your account at HELENE BERMAN and edit your personal information through 'Your Account' section.

You are able to add and amend your billing and shipping address details.

Is my personal information kept private?

Please be assured that we take data protection seriously, and your information will only be shared with third parties where they abide by applicable data protection legislation. For more information, view our Privacy Policy.

When you register at HELENE BERMAN, we need to know your name, mailing address and email address. To process your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.

Only you or a Customer Care member (with your permission) may access your personal data from the website to help you place an order or update your account.

Why did the price change when I entered my shipping address?

The prices shown on our website are displayed for shipping within the United Kingdom. Once you have entered your delivery address, the correct unit price will be applied to the destination provided.

Before you enter any credit card details, you can always view an itemised breakdown of the costs on the payment page.

What packaging will my order be delivered in?

Your purchases will be securely wrapped in tissue with signature HELENE BERMAN stickers and placed inside a brown box to protect them until they reach you.

Why do I need to sign for my order?

As the items sold on HELENE BERMAN are of a high value, we want to make sure that your purchases arrive safely and securely. To receive your order, please ensure that someone is available to sign for your delivery during the hours of 9am-5.30pm Monday to Friday.

When will my order be delivered and how do I track it?

We aim to deliver all items within 1-3 working days within the UK from confirming the order. For orders outside of the UK, delivery times may vary. See our Delivery Policy for more information.

How do I exchange or return items?

If your purchase is not quite what you're looking for, you've got 28 days from when you received your order to have your items sent back to us for an exchange or refund. Follow these steps:

  • Fill out the returns form included with your item and sign, date, print your name and reason code for the return.
  • You are responsible for organising the return of the item. We advise using a tracked shipping service or purchase insurance to make sure the return is delivered safely.
  • If you need a replacement return form, please email Customer Care at sales@charlesgray.com.
  • We cannot accept any returns that do not have the original HELENE BERMAN labels attached.

Will I be refunded the full value of my order?

All sales taxes are included in your refund if your order has been sent to a destination within the EU. Outside the EU, customs duties and sales taxes are non-refundable. We will not refund the cost of the return.

How much does delivery cost?

For information on delivery and shipping charges to your destination, view our Delivery Policy.

Can I change or amend my order after it has been placed?

Before your purchases have been prepared for dispatch we can cancel an item or edit your billing and shipping details. Please email our Customer Service at sales@charlesgray.com. We cannot do any changes after the order has been shipped from our warehouse.