Return Policy

Does Henkaa accept returns?
Your happiness is our top priority! We will gladly accept brand-new, unused, unwashed, and unaltered items* within 30 days of your delivery, provided that the original tags are still attached (conditions may apply). Kindly refer to your tracking number history for the precise delivery date.
Does Henkaa accept exchanges?
We do not offer exchanges; instead, you can submit a return request and proceed to place a new order for the desired merchandise.
What is the cost of return shipping?

For shipping your return to Henkaa, there are 2 options available.

  1. All return shipping costs are the responsibility of the customer. We are not responsible for any costs, such as taxes, import tariffs, duties, and customs fees, if your customs declaration forms are filed incorrectly. Any additional fees accrued will be deducted from your refund. We are not responsible for any merchandise that is lost or damaged during transit. It is the customer's responsibility to purchase insurance coverage.
  2. If you are located in Canada or the USA, you have the option to request a prepaid return label. The rates for the return label will be calculated based on your location and the size of the return. Depending on the situation, these fees will either be deducted from the amount of your return or invoiced to you separately. If you do not request this option, it will be assumed that you have selected option #1. Please note that this service is not available to customers outside of Canada or the United States.
How is the refund offered?
If you submit your return request within 30 days of delivery, we will only refund your authorized return to your original payment method.

If applicable, your refund will be reduced by the amount of the original shipping paid, any additional fees incurred during return shipping, and/or the value of the return label flat rate.
Can I return a sale item?
We do not accept returns of Sale items (items whose price ends in .98), Warehouse items, Mystery Bag items, and/or Sample Sales products. Returns, exchanges, or order modifications will not be accommodated once you have submitted your sale purchase.
Which products are considered Final Sale?
The items listed below are not eligible for returns or refunds:

  • Original shipping fees
  • Items that do not have their original tags or packaging.
  • Merchandise that has been washed, altered, or damaged.
  • Products that have been used and require cleaning
    • Stains such as make-up or food, items that are soiled, odours, or pet hair
  • Clearance items
    • Price ends in .98 and/or has "Final Sale" in the description.
  • Intimates
    • Infinity Bra, Seemfree™ Hiphugger Panty/Classic Thong/Tummy Control Brief, Laundry Wash Bag, Styling Tape, Scrunchies & Breast Lift Tape
  • Mystery bag/items or Samples
  • Free gifts with purchase
  • Gift Cards
  • Donations

How can I request a return?
Please send an email to our Customer Care team at in order to submit a return request, and one of our team members will be delighted to assist you.

Please include the following information in your email:

  1. Order Number (which begins with a 'H') by referring to the Order Confirmation, Shipment email, Account History, or Packing Slip.
  2. Email address that was used to place the order.
  3. Full name associated with the billing or shipping address.
  4. Specify the product(s) you wish to return.
  5. A detailed explanation for the reason of your return request.

Once your request is approved, you will be provided with a Return Authorization Number (RA#) and given instructions on how to properly prepare your return. It is essential that you provide evidence of drop off (activated tracking number) within 5 days of being assigned a RA#.

After 5 days, your RA# will become void and, at that point, you may request a replacement. However, your refund will then be issued as store credit.

Will my return be subject to inspection?
All returns will be inspected, and we retain the right to apply a 20% damage fee if the return is not in a new, unworn condition. You have the option to authorize us to donate your return on your behalf, otherwise, we will send the products back to you at your own expense.
Can my return be tracked?
Before you drop off your return to the shipping carrier, please take note of the tracking number assigned to the parcel. If you have requested a return label from us, we will supply you with the tracking number for your parcel.
How much time does it take to process a return?
Please allow a minimum of four weeks for a refund to be processed after the delivery of a return. However, it is important to note that the processing time may be extended during periods of high volume.

If it is applicable, your refund will be decreased by the amount of the original shipping charge paid, any additional fees that are incurred during the return shipping process, and/or the value of the return label flat rate.
What will happen if I return unauthorized and ineligible product(s)?
Returns sent to us without authorization will not be accepted or refunded. We require a return authorization number (RA#) for all returns. We reserve the right to refuse delivery of your package and mark it as "Return To Sender." If the package is not accepted as RTS, we will return it to you at your expense.
Can I price match or add a discount code after submitting my order?
We do not price match sales for orders that have already been submitted. In the event that you have forgotten to use a coupon code during checkout, we cannot provide a price adjustment for you.
I have received the wrong items. What should I do?

Henkaa takes pride in our high service and product quality standards. In the rare event that items are damaged during transit, found to be defective, or incorrect, we kindly request you to contact our Customer Care team within 3 days of delivery. We'll make it right!

Please ensure that your email includes the following details:

  1. Your order number
  2. Detailed description of the issue
  3. Photos of the affected items and, if possible, a clear photo of the barcode on the product's hang tag.

Please kindly provide all necessary details to help us efficiently address the matter.