Shipping & Returns

Shipping time 

In order to offer you the widest selection of items, we have created a direct shipping option from our Parisian workshop thanks to a structure network. To find out more about the status of your order, please contact our Customer Service: order@henriette.com.

Fees and shipping methods

Shipping costs vary depending on the chosen delivery method and the country of destination (please see table below) and will automatically be calculated while you are finalizing your order. We strive to prepare and ship all non-customizable orders within 24 hours (any order placed before 12:00 CET is processed within the same day). For customizable orders, please count an additional 5 working days for us to personalize your order in our workshop. The shipping times that we indicate are those generally observed. No refund will be made in case of a delay in delivery. We are not responsible for the delays caused by the customs clearance process. 

Important information for delivery

Please be aware of the following information : 

• Your order will be delivered to the address indicated on the order form

• Please provide the correct shipping information because we are unable to redirect an order during delivery. 

Free shipping

From time to time, shipping will be free as part of a limited promotional offer. Note: Free shipping will be applied on the payment page. 

First order

Please note that your first order must necessarily be controlled by the bank issuing your credit card. Our bank will contact your bank to verify your information before we can proceed to the shipment. This can unfortunately cause a delay of a few days for your first order. 

Insurance

Our online store insures each product up to the moment of delivery. 

Follow your ourder

As soon as your order is ready to be shipped, you will receive a confirmation e-mail with your tracking number. From that moment on, you can take into account the shipping time by the announced carrier. 

Taxes

Sales taxes and customs taxes are calculated according to the destination of your order and all prices include the VAT or equivalent tax in force in your Country. In most countries, including France, items are delivered on the basis of DDP (Duty Paid Fee), which means that import taxes are included in the price of the items. Orders are delivered on the basis of DDP in the following countries : Austria, Belgium, Cyprus, CzechRepublic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Japon, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerlan, United Kingdom, United Stated.

If the country of destination is one of the DDU countries, the displayed prices will exclude sales taxes and customs duties. As the recipient, you are liable for payment of all import taxes, customs duties and local sales taxes imposed by the country in which you receive the products. Payment of these taxes is necessary in order for your order to be cleared through customs. Unfortunately, we are not able to give you the amount of these taxes, therefore we kindly ask you to check with the customs office of your country, the amount that will be applied to your order, before confirming it. Shipments from our online store are supported, and shipping costs are already included in the total amount of your order. However, you may be presented with an invoice from the local authorities for customs duty owed.

Receiving your order

At the time of delivery, the customer must verify :

• the package is in good condition, not damaged or wet

• the packaging is conform to standards

• the number of package corresponds to the number mentioned on the invoice 

Exchange and refund

Personalized items : 

All personalized items are not exchangeable nor refundable. 

Non personalized items : 

If the ordered items are not to your taste, you can return them to us within 15 days following the delivery, by requesting a refund. If the ordered items are not the correct size or simply not what you have ordered, you can return them to us within 15 days following the delivery, by requesting an exchange. Any merchandise that has been worn or damaged can not be accepted under any circumstances. Henriette H reserves the right to refuse any return of goods that do not respect these criteria. Any refund will be credited within 20 days of receipt of the goods in our workshop and after verification of the conditions mentioned above. If your order has been shipped to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are not refundable through the Henriette H online shop. However, you may be able to collect these taxes by directly contacting your nearest customs office. Please note that processing your credit card’s refund can take up to 10 business days depending on how long it takes to process your card. This greatly varies from one issuing bank to another and this process unfortunately falls entirely beyond our control. 

If you have any questions, please contact our Customer Service : order@henrietteh.com

How to return an article

• Please contact us via email : order@henrietteh.com by specifying your order number as well as you request (exchange or refund). We assure you an answer within 48 hours (working days).

• The return shipping costs are at your expense. Therefore, you may use the transportation method of your choice.

• SHIP TO: Henriette H 24 rue du Château d'Eau 75010 PARIS France.