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FAQs

WHERE ARE WE BASED? 

We are based in beautiful Sydney, Australia. 

HOW DOES SHIPPING WORK?

Henri Martin partners with global merchants and artisans in order to offer you the most interesting products at the best prices. This means that your order is shipped from our warehouses located around the world via USPS and other major postal services.

Because of this your item may take from 2-5 weeks to arrive, depending on your location. You will receive tracking information after your product ships, but please feel free to email us at any time if you have a shipping enquiry.

Approximate shipping times are as follows: 

a) USA and Canada: 2 to 5 weeks

b) UK: 8 to 15 days

c) South Africa: 20 to 45 days

d) Rest of the world: 2 to 7 weeks

WHY DID MY ORDER ARRIVE AS SEPARATE PACKAGES? 

An order may be delivered as separate packages for any of the following reasons: 

  • An item may be on backorder
  • Items may be shipped from different warehouses
  • Postal restrictions 

WHAT IS PROCESSING TIME AND SHIPPING TIME?

Please note that processing time is separate from shipping time and they both should be added together to get the total delivery time.

Orders generally take 2 - 3 business days to be fully processed.

Tracking numbers may take from 2 - 14 days to become active.

WHAT ARE THE IMPLICATIONS OF CANCELLING MY ORDER? 

Orders may be cancelled up to 24 hours after your order is received with no cancellation fee.

Orders cancelled between 24 hours and 72 hours after your order is received will incur a 30% cancellation fee. 

After 72 hours your order may not be cancelled as your item will have already shipped out from our warehouse. You may apply for a return when the item arrives (see below).

CAN I RETURN MY ITEM?

An item may be returned if you contact us within 14 days of its delivery date, as registered by USPS or similar. You will be required to return the item with tracking. On receipt of the item we will process you a refund for the purchase price and give you store credit up to a maximum value of $15 to cover the shipping cost.

WHAT IF I ENTERED THE WRONG ADDRESS?

We will ship the package to the shipping address entered at the time of purchase and accept no responsibility if the entered address was incorrect; however, please email us as soon as possible and we will do our best to assist you.

WHAT IF I ENTERED THE WRONG SIZE? 

We will ship your item in the size nominated by you at your time of purchase and accept no responsibility if the entered size was incorrect; however, please email us as soon as possible and we will do our best to assist you.

WHAT HAPPENS IF MY ORDER IS UNCLAIMED?

We are not responsible for any packages returned to sender because they were refused, unclaimed, undeliverable, were labelled with an incorrect or insufficient address, or for any other reason.

WHAT ABOUT CUSTOM / DUTY FEES?

Customs fees are the responsibility of the customer. Please check with your local customs agency regarding any fees that may be applicable to your purchase.

If you have any questions or want further details about our policies, don't hesitate to ask!

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