FAQs
1. Where does HensleyLondon ship?
We currently offer free shipping within Canada, the United Kingdom, Australia, and the United States. For shipping outside Canada, please contact us at support@hensleylondon.com or call +1 (905) 7825852 for a custom shipping quote.
2. How long does it take to process my order?
Orders are processed within 1-3 business days (Monday to Friday). Once processed, they are shipped out for delivery.
3. What are the estimated delivery times?
Order Handling Time: 3Â business days
Shipping Transit Time: 6-10 business days
Total Estimated Delivery Time: 9-13 business days
Please note that unforeseen delays, such as weather conditions or carrier issues, may affect delivery times.
4. What shipping carriers do you use?
We partner with FedEx Ground, FedEx Freight, DHL, Royal Mail, USPS, Australia Post, and Canada Post to ensure reliable and secure delivery.
5. Can I track my order?
Yes! Once your order has shipped, you will receive an email with a tracking number within 1-2 business days. You may also receive periodic shipping updates via email.
6. What should I do if my package arrives damaged?
If your package is damaged upon delivery, please refuse the delivery and notify us immediately at support@hensleylondon.com. If the package was left at your address while you were away, contact us promptly for further assistance.
7. What if my order is lost or damaged during shipping?
We accept claims for lost or damaged shipments within 7 days of delivery confirmation. If eligible, we will send a replacement at no additional cost. Claims made after this period cannot be processed.
8. What happens if there are shipping delays?
External factors such as weather, customs processing, or carrier delays may impact shipping times. We appreciate your patience and will do our best to assist you during such disruptions.
9. Can I change my shipping address after placing an order?
Yes, but you must contact us within 12 hours of placing your order at support@hensleylondon.com. Once an order is in transit, we cannot modify the delivery address.
10. What is your return policy?
We offer a 30-day return policy, meaning you have 30 days from the date you receive your item to request a return.
11. What are the conditions for returning an item?
To be eligible for a return:
- The item must be unused, in its original packaging, and in the same condition as received.
- Certain items, such as personal care products or intimate products, cannot be returned. Please check the product description for exclusions.
12. What if my item is damaged or incorrect?
If you received a damaged, defective, or incorrect item, contact us immediately at support@hensleylondon.com, and we will arrange a replacement or refund at no additional cost.
13. How long does it take to process a refund?
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 7 business days.
Please note that your bank or credit card company may take additional time to post the refund.
14. What should I do if I haven’t received my refund?
First, check your bank account.
Then, contact your credit card company, as processing times vary.
If you still haven’t received your refund, please email us at support@hensleylondon.com.
15. Do you offer exchanges?
We only replace items if they are defective or damaged. If you need an exchange for the same item, contact us at support@hensleylondon.com.
16. How do I contact customer support for returns and refunds?
For any questions or concerns, email us at support@hensleylondon.com. Our team is happy to assist you!
17. What payment methods do you accept?
We accept the following payment methods:
Credit & Debit Cards: Visa, Master Card, American Express, Diners Club, Discover, Union Pay
Digital Wallets: Apple Pay, Google Pay, Shop Pay, PayPal, AfterPay
18. Is my payment information secure?
Yes, we use secure encryption and trusted payment gateways to ensure your payment details are protected.
19. Can I pay using PayPal?
Yes, we accept PayPal for fast and secure transactions.
20. Contact Information:
Phone: +1 905 782 5852
Email:Â support@hensleylondon.com
Address: 245 Remembrance Road Brampton ON L7A 4J9 Canada
Contact From:Â Here
Opening Hours: Monday To Friday: 09:00 AM-6:00 PM (Eastern Time - ET)
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