FAQ – ANSWERS TO THE MOST FREQUENT QUESTIONS

Below you will find answers to your most frequently asked questions about orders, shipments, purchases and deliveries, on the website registration and all services that www.hendersonshoes.com offers. In case of further assistance, remember you can always contact our Customer Service at: customercare@hendersonshoes.com

FILLING THE BASKET COMMITS TO PURCHASE?

Not at all. You can do all the tests you want and then decide not to conclude your order even if you have added products in the 'shopping bag'.

WHAT IS INCLUDED IN THE ITEMS’ PRICES?

Online prices include VAT or duties where applicable. Possible local taxes, such as Sales Tax and Use Tax, are not included and are the customer’s responsibility. In case of return, shipping charges and customs duties will not be re-credited.

WHAT AND HOW DOES THE 'CODE OF PROMOTIONAL' WORK?

The 'promotional code' is a voucher that is provided to you in order to take advantage of special promotions. The conditions for obtaining such a code will be communicated through a specific newsletter for particular events. If you do not have it all you have to do is enter the code in the field that you can find in the concluding page of the order: the discount will be calculated and displayed automatically.

WHO SHOULD I CONTACT IF I HAVE A PROBLEM WITH MT ORDER?

For any further assistance please write to: customercare@hendersonshoes.com or call this number: +39 049502652 from Monday to Friday from 9:00 to 12:00 (except non- working days).

WHEN DO WE HAVE TO CONCLUDE THE PURCHASING PROCEDURE?

After entering the data required for the payment you will be redirected in the purchase confirmation page containing the number and the date of the order. A message will inform you that the purchasing process has been completed successfully. Finally, you will receive an email with the details of the order that you place and the confirm that it has been correctly transposed. If within 24 hours you will not receive any notification, please write to customercare@hendersonshoes.com.

HOW CAN I MAKE A RETURN?

All items purchased from hendersonshoes.com can be returned within 14 days from the delivery of goods by filling out the return form or by sending an e-mail to customercare@hendersonshoes.com In order to be accepted the goods must be returned in the condition in which they were delivered, they must not be damaged, worn, and you have to integrate all the components of the packaging on the outer packaging and internal packaging must have all tags attached and identifying the product labels. From the moment we receive the goods we reserve 14 working days before we will fulfill your refund, which will occur through the same payment system with which you made your order. It will be refunded the full amount of goods excluding import shipping costs and possible duties.

WHAT ARE THE TIMES AND SHIPPING COSTS?

The delivery period of Henderson products are of 24-48 hours for Italy, 48-72 hours for Europe, 5-7 days for countries outside Europe, after 24 hours from the receipt of the order. The shipping costs vary depending on the payment method (paypal, bank transfer, credit card or cash only in Italy).

WHICH CURRENCY WILL BE CREDITED?

We will credit the order in Euros.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Visa, Mastercard, Paypal, Master, Money Transfer and mark only in Italy. If you want to make a phone order, contact Customer Care at this number: +39 049 502652 from Monday to Friday from 9:00 to 12:00 (except public holidays).

HOW MUCH DOES IT TAKE FOR ORDER AMOUNT TO BE CHARGED?

When we receive the order, an authorized credit card check is carried out to make sure there is enough money in the transaction. The goods will not be sent if this check is not concluded positively. It can happen that the payment is not accepted for a variety of reasons including the correctness of the data entered to make the order, the card number and expiration date.

For more information contact us by e-mail by writing to

customercare@hendersonshoes.com