Helmut Lang Tracking Order Status

In early February 2024, I made a purchase of a discounted sweater from Helmut Lang. Less than a month later, I discovered a significant hole on the back left shoulder resulting from a stitching defect, despite minimal wear. I promptly reached out to Helmut Lang requesting an exchange for a new item. They instructed me to provide photographic evidence of the flaw via email for further assessment. Following a week-long review, they replied with a set of conditions for the return process: The provided documents must be printed and enclosed within the returned package. Returned items should remain in their original packaging and must not exhibit signs of wear, washing, damage, or have their tags removed. Failure to meet these conditions may result in denial of refund. All returned items must be packaged together in a single parcel. They recommended the use of a tracked shipping service for monitoring purposes. Upon explaining my inability to comply with several of these conditions due to the sweater's usage and damage, likely stemming from a manufacturing flaw, Helmut Lang responded with the same automated email template. Furthermore, they stated their inability to facilitate international exchanges, advising me to place a new order if I desired an alternative item from their online store. Recognizing the automated nature of their responses, I requested a personalized reply. Their subsequent communication acknowledged the item's worn condition, seemingly extending an exceptional offer to process the return, albeit without covering any additional expenses. However, their proposed solution merely entailed returning the item for a refund, leaving me to repurchase from their limited stock, which no longer included the sweater in question. Subsequently, they proposed a 15% discount on the original purchase, applicable retroactively as a refund to my payment method. Despite accepting this offer in order to address the repair costs through a tailor, I have yet to receive the refund after 15 days, with Helmut Lang now unresponsive to my inquiries. Helmut Lang does not care for their customers and their quality/manufacturing of clothing does not uphold with the current standard of high-end clothing.

I bought 4 dresses that I needed for work. I was trying to support the designer rather than going to a big department store. Shortly after my purchase, the dresses were marked down an additional 50%. They wouldn't do a price adjustment. Shop at Saks or Bloomingdale's. At least they have great customer service and would have provided an adjustment.

I started a chat with them , asking for more information about a jacket before buying it . I was number 1 in the line . After waiting , I got a message telling me they were too busy to answer me but they will answer by mail . They don’t ! I tried 3 days letter to start another chat . Again I was the fist in the line but they were too busy to answer and they will answer me by email , of course they didn’t . I did this process twice again and still waiting answers ! I finally bought the jacket and received it , it was just horrible , I returned it the same day and saw it has been delivered to them for 2 weeks but I have no news from them . I tried to reach them by phone , a voice tells me they are of course busy and I have to wait . So I waited for a while , listening music , until they ended it with the voice telling me nobody can answer me because too busy ! I called them many times at different hours and always the same pattern . I sent to them multiple emails but they ignore them too . What is wrong with them ? I buy this brand for so long and couldn’t imagine they had such a bad customer service ! I have $300 to be refunded , what a shame !

I bought something during their COVID-19 period, in which they extended their return period to 3 months. I tried to return month later after receiving it(because I wasn't home during the month because of uni), their return portal didn't work. I tried contacting them multiple times and 20 emails later, they finally gave me the return confirmation sheet I needed to print out because they kept directing me to their broken portal. I mailed it myself from Canada to US(I paid for shipping) and from Canada post it says it was delivered over a month ago. They did nothing-no updates, no nothing. I confronted them recently and they finally said that they'll send someone to check, requesting to see my shipping label to look for the item. I finally received a refund today but WITHOUT the tax paid. It wasn't an import tax, just the regular province tax of BC of 12% and they said; "Prepaid duties and taxes are forwarded to your local customs authority and therefore, are non-refundable. As only the recipient of an order can claim these fees back, please contact your local customs office directly with copies of the returns paperwork." SERIOUSLY THE WORST CUSTOMER SERVICE EVER. I would NOT buy from them EVER AGAIN.

Fast delivery and great experience ordering online.