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General FAQs
When you purchase a beautiful, impactful gift via We are The Helpful, you are buying directly from a wonderful Partner within our Partnership Collective. In some instances, the product or bundle you are purchasing will be managed exclusively by We are The Helpful - but this will be outlined on the product information page.
Who is, We are The Helpful?
We are a gifting marketplace and online platform where buyers and sellers can connect to purchase and sell a wide variety of products, experiences and services. Our purpose is to create a curated destination for Helpful Gifting: gifting that is high quality and truly impactful for both yourself and your loved ones.
How do I create an account?
To create an account, click on the "Sign Up" button on the top right corner of our homepage. You will be prompted to provide your email address and create a password. Follow the instructions to complete the registration process.
Is my personal information secure?
Yes, we prioritise the security of your personal information. We use advanced encryption and security protocols to protect your data.
I have some questions and need some help, how can I contact customer support?
You can reach our customer support team by clicking on the "Contact Us" link at the top of the page. Alternatively, you can email us at help@wearethehelpful.com and we will get back to you as soon as we can. Alternatively, if your query is regarding a recent purchase, your best course of action is to contact the Partner directly.
How does delivery work?
Each Partner will have different delivery structures, processes and options and they will be clearly stated on the Product information page. At the point of sale, each Partner will manage the delivery and fulfilment of the order directly with you. At the point of sale, you will have the option to communicate directly with the Partner to address any questions or concerns you may have. If you have purchased multiple items from different Partners, they may arrive in multiple packages. It will be really important that you inform the Gift Receiver of any delivery details, updates and changes.
How do I make a purchase?
To make a purchase, browse or search for the item and gift you are interested in, add it to your cart, and proceed to checkout. You will need to provide payment and shipping information to complete your order. Your order will then be sent to the Partner to finalise and fulfil.
What payment methods are accepted?
We accept all major credit and debit cards.
How long will delivery take?
Delivery times vary depending on the Partner and the shipping method chosen. Estimated delivery times are provided on each product page.
What is your return and refund policy?
We are The Helpful is a marketplace therefore return policies are specific to our individual Partners, so please contact them in the first instance for support. We are The Helpful’s Partners are committed to ensuring you are happy with your purchase, however in the event that you aren’t, you have 14 days from the day you receive the item to notify the seller and arrange a refund. In the case that a refund has been agreed upon with the Partner, as the seller’s payment agent, We are The Helpful will process the refund directly to your card in which the payment was made, no more than: 14 days after the day the product is received by the seller; or if earlier, 14 days after the date you provide evidence that you have returned the product to the seller; or if there were no goods supplied, 14 days after the day on which you informed the seller or us (via Step 1 above) about your decision to cancel your order. Please note that perishable or made to order / personalised items aren’t refundable unless faulty. Please speak with the Partner prior to destroying the item in the case that it can support discussions and improvements in the future.
I want to cancel my order, what do I do?
To cancel an order, please contact the Partner as soon as possible to let them know. To contact a Partner: Go into your account and select ‘Orders’ Locate your order, and click ‘Contact Seller’ Send a message to the Partner to notify them of cancellation. The Partner will be in touch to detail the process as per their own refunds and cancellations conditions.
My order hasn’t arrived, what do I do?
You will receive an email outlining when your order is on its way to you or the gift recipient, and you can also check the status of your order in your account. Please contact the Partner directly if the goods were dispatched several days ago, or if you have received a left delivery card (steps to contact Partner are outlined above).
If you are needing any extra assistance, please don’t hesitate to contact us at help@wearethehelpful.com and we will be happy to assist you.
