FAQ
1. Q: What payment methods do you accept?
A: We accept PayPal. When selecting PayPal as payment 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 Henrisu Store.
2. Q: What countries do you ship to?
A: We ship worldwide!
3. Q: I cannot find my country in the shipping list?
A: We have been forced to remove certain countries from the shipping list since they have in each and every case presented problems for the customer.
Please contact our customer support team for further information. Email: [email protected]
4. Q: What places are you not able to ship to?
A: We ship worldwide but full tracking is only provided for these countries: Canada ,Great Britain ,Germany, France, Japan, Italy, Spain, Australia, New Zealand, Brazil, Hong Kong, Singapore, Austria, Belgium, Denmark, Finland, Netherlands, Norway, Poland, Sweden, Switzerland, Greece, Ireland, Israel, Portugal, Croatia, Estonia, Gibraltar, Hungary, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Any countries that are not listed above, tracking stops once the package is handed over to the international carrier. For these countries we do not receive additional tracking updates, therefore we are not liable once they have been given to the international carrier.
5. Q: We do not ship to the following:
A: Cuba, Falkland Islands, Iran, North Korea, Somalia, Sudan, and Republic of the Union of Myanmar.
IMPORTANT: Kanji, Foreign Characters, Accents, and other special characters cannot be used for shipping addresses.
6. Q: Once I order something – what happens next?
A: On average, merchandise is produced and shipped from our facility 2-3 business days after purchase. Standard shipping/transit times apply (1-8 days for domestic and 1-4 weeks for international).
7. Q:What if the customer picked the wrong size or color, can I change it?
A: Our production facility is automated for processing orders as fast as possible so your customer gets the order ASAP. Unfortunately, because of our automated process, any requests to change an order must be submitted before the item has entered production.
Once an order has entered production, it is going to be decorated and we are no longer able to edit the order. Please utilize the size charts and have a detailed explanation available to your customers.
8. How do I change or cancel my order?
A: Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.
To check the status of your order, please log-in to your Henrisu Store account or contact us.
9. How do I return an item?
A: Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
Only items purchased directly from Henrisu Store will be accepted.
Returned items must be in original packaging, including any accessories, manuals, and documentation.
Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.
Returns made without receipt may be refused. Henrisu Store reserves the right to deny any return.
10. Did you receive a faulty unit, or the wrong product?
A: Please contact us to start the return process. Please include the following information:
- Order number
- Proof of purchase
- Complete delivery address
- Contact telephone number
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
11. How long is the returns process?
A: Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.
12. When will I receive my refund?
A: If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us
13. Q: What is your replacement/return policy?
Click here to see full Return & Refund Policy
