We want to ensure that you are completely satisfied with your purchase. Please contact us before placing an order if you have any questions about Henkaa Sizes or any other inquiries about our products.
We understand if you received your purchase and have changed your mind. Within 30 days of purchase, we will happily accept new, unworn, unwashed, and unmodified merchandise* with all original tags intact (conditions apply).
From the date of delivery, you have 30 days to return your Henkaa merchandise. For the precise date, please refer to your tracking number history.
If your return request is submitted within 30 days of delivery, we will refund your authorized return to your original payment method only.
If applicable, your refund will be deducted the original shipping paid, additional fees incurred during return shipping, and/or return label flat rate value.
All returned garments in-good-condition are donated to a local Women's Charity in Toronto.
Submitting A Request
Please email our Customer Care team to submit a return request, and one of our friendly team members will be pleased to assist you.
Include the following information in your email: 1. Order Number (begins with a H. See Order Confirmation or Shipment email, Account History or Packing Slip) 2. Full Name (associated with billing or shipping address) 3. The product(s) you wish to return 4. A detailed explanation for your return request
Upon approval, you will be provided a Return Authorization Number (RA#) and easy instructions on how to prepare your return. You must provide proof of drop off (activated tracking number) within 5 days of being assigned a RA#. After 5 days, your RA# will be voided and you may request a replacement, however, your refund will then be reimbursed in the form of store credit.
For shipping your return to us, there are 2 options:
#1: All return shipping costs are your responsibility. We are not liable for any costs, such as taxes, import tariffs, duties and customs fees (if your customs declaration forms are incorrectly filed). Any additional fees incurred will be deducted from your refund.
#2: If you are located in Canada or USA, you may request a prepaid return label starting at: $12+tax (Ontario), $15+tax (rest of Canada) or $20 (USA). These fees will be deducted from your refund. If your return address is remote or if your parcel is oversized and requires more postage, we'll discuss your options.
*We are not liable for any item lost or damaged in transit.*
Option #2 is not available to customers outside of Canada or the United States.
Please allow up to 3 weeks after a return has been delivered for a refund to be processed.
All returns are inspected and Henkaa reserves the right to charge a 20% damage fee if the return is not in new, unworn condition. You may choose to have us donate your return on your behalf otherwise we will send the products back to you at your expense.
Unauthorized returns sent to Henkaa Inc. will not be accepted or issued a refund. We will not accept any returns without a RA#
Please contact your Authorized Retailer for more information regarding their shop policies. Henkaa does not accept returns or exchanges on their behalf.
We do not offer exchanges. Alternatively, you could submit a return request and place a new order for the merchandise you desire.
The following are NOT returnable:
- Original shipping fees
- Items without original tags or packaging
- Washed, altered or damaged merchandise
- Products that require cleaning Stains (make-up, food), soiled, odours or pet hair
- Clearance items Price ends in .98 and/or has "Final Sale" in 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 e.g. Laundry Wash Bags promotions
- Gift Cards
Returns, exchanges, or order modifications will not be accommodated once your sale purchase has been submitted. Please contact our Customer Care team if you have any questions.
We do not match prices on items that have already been purchased.
My Order is Not Quite Right
If you wish to cancel your order, please contact our Customer Care team as soon as possible. We will submit a cancellation request it if it hasn't been marked as fulfilled, but this isn't guaranteed.
If you have already received your shipping confirmation email, please accept the delivery and submit a Return Request.
Henkaa takes great pride in our service & product quality standards. For those rare occasions when there is an issue of items damaged in transit, defective or incorrect items, please contact our Customer Care team within 3 days of delivery. We'll make things right!
Please include the following details in your email: 1. Your order number 2. Detailed description of the issue 3. Photos of items affected + a clear photo of the product's barcode on the hang tag (if possible)
Please provide as much information as possible to assist us in resolving the issue in a timely manner.