FAQs
What does HensleyLondon sell?
HensleyLondon is a Canadian online fashion store offering women's and men's clothing, footwear, bags, jewellery and accessories.
Where do you ship?
Our shipping policy lists Canada, the United Kingdom, Australia, the United States and the Netherlands. Check the shipping policy and the delivery options available for your address at checkout.
Do you offer free shipping?
Our published shipping policy offers free shipping on orders to Canada, the United Kingdom, Australia and the United States. For the Netherlands, confirm the available shipping charge at checkout or contact support before ordering.
How long does delivery take?
The published estimate is 3 business days for handling plus 6-10 business days in transit, or 9-13 business days in total. These are estimates, and customs, weather or carrier delays can affect delivery.
Do you offer express shipping?
The shipping policy lists standard delivery estimates. If you need an item by a particular date, contact support@hensleylondon.com before ordering to confirm whether a suitable delivery option is available.
How can I track my order?
Tracking information is emailed when your order ships. If you need help locating a shipment, contact support@hensleylondon.com with your order number.
Can I change my shipping address?
Contact support@hensleylondon.com within 12 hours of placing your order to request an address change. The shipping policy states that an address cannot be changed once the order is in transit.
How do I choose a size?
Use the size selector and the individual product's size chart where provided. Measurements and fit vary between products; if a measurement you need is missing, ask support before ordering rather than assuming a standard conversion.
Where can I find material and care information?
Check the individual product description for listed materials and follow the care label supplied with the item. Contact support before buying if you need composition or care information that is not shown.
How do I request a return?
Request a return within 30 days of receiving your order by emailing support@hensleylondon.com with the order number and reason. Eligible non-defective items must be unused, unworn and in their original packaging with tags; review the return and refund policy before sending anything back.
Who pays return shipping?
For non-defective returns, the customer pays return shipping under our return policy. Contact support for instructions if an item is damaged, defective or incorrect.
Do you offer exchanges?
Our published return policy offers exchanges. Contact support@hensleylondon.com with your order details to arrange an exchange and receive instructions.
How long do refunds take?
After your return has been received, inspected and approved, the refund is processed to the original payment method within 7 business days. Your bank or payment provider may take additional time to show it.
What if an item is damaged, defective or incorrect?
Contact support@hensleylondon.com promptly with your order number and details of the problem. Review the shipping policy and return policy for the applicable process.
Are promotions available?
Current offers and their conditions are shown on the store. Check eligibility and confirm that the discount appears in your order summary before paying.
Do you offer wholesale or bulk orders?
For a bulk or wholesale enquiry, contact support@hensleylondon.com with the items and quantities you need. Availability and any pricing must be confirmed before ordering.
What payment methods can I use?
The checkout displays the payment methods available for your order, device and location. Review those options before placing your order.
How can I contact customer service?
Email support@hensleylondon.com, call +1 (289) 499-9577, or use our contact page. Support hours are Monday to Friday, 9 AM to 6 PM Eastern Time.
Business address: 245 Remembrance Road, Brampton, ON L7A 4J9, Canada.