Shipments- Return e Refunds

Deliveries are made both in Italy, including the islands, and abroad.

The deadline for delivery of Products is 24-48 hours upon acceptance of the order by Henderson, unless otherwise stated during the purchase process before the completion of the same with the transmission of the order. The terms of delivery will also be summarised in the order confirmation e-mail and in the “My Account/My Orders” section of the Site. Delivery times for orders to be shipped outside Italy are subject to change.

For deliveries requested in countries outside the European Union, all importation customs fees will be charged to the recipient. Therefore, the Customer is invited to contact the customs authorities in their country in advance to verify the fees and potential limits on imports.

The indicated delivery times must be considered strictly approximate and a delay of the same, or any delivery made with subsequent split shipments, does not allow the Customer to refuse the delivery of the same or to file claim for damages or compensation.

The Products will be delivered to the delivery address that the Customer indicated on the order form transmitted via internet at the time of purchase.

Henderson reserves the right to split shipments. Delivery costs will be borne by Henderson.

For parcels that are damaged or have been obviously tampered with, the Customer is advised not to accept the parcel and to inform the company promptly via the “Contacts/Shipment of the order” section of the Site, so that Henderson may make the relative checks.

In the event that the delivery cannot be made due to the absence of the recipient at the same address specified by the Customer, the courier will leave a notice in the mailbox. The courier will then make a second delivery attempt and, in the event the recipient is absent, a second notice will be left. After three unsuccessful delivery attempts, the parcel will be made available at the courier for five days following the date of the third notice. For deliveries made in France, Germany, the Netherlands, Belgium, Luxembourg, the UK, Poland, Spain and Italy the courier will make a single delivery attempt. After this deadline, the parcel will be available at the courier for ten days following the date the notice is left, after which time it will be sent back to Henderson. Customer Service will promptly contact the Customer by e-mail to inform them of the failure to deliver due to the absence of the Customer and to establish the terms of the new shipment.

The Customer therefore acknowledges that, in the event the Customer fails to respond to Customer Service’s e-mail, three months after the day on which the parcel was sent back to Henderson, the contract will be terminated in accordance with and for the purposes of Art. 1456 of the Civil Code. Once the contract has been terminated, Henderson will reimburse the total amount paid by the Customer, less the cost of returning the parcel to Henderson, as well as any other expense incurred as a result of the failed delivery and penalty fee. The termination of the contract and the amount of the reimbursement will be communicated to the Customer by e-mail.

For Products that are delivered late, the Customer may contact Customer Service by sending an e-mail to customercare@hendersonshoes.com for information on the same and to file a claim.

Without prejudice to other rights recognised by law, the Customer has the right to cancel the order if the delivery is not received within ten working days from the expected delivery date, or if delivery is made after this period. This clause does not apply if the failure or delay in delivery is attributable to force majeure.

Either way, Henderson will refund the Customer the full amount paid by the same for the Product.

RETURN E REFUNDS

The Henderson.srl company has developed throughout the hendersonshoes.COM website a procedure for a simple and affordable return, in order to make your online shopping experience enjoyable even if your purchase will not fully satisfy yourself. The products which have been bought can be returned to the Henderson.srl company throughout the hendersonshoes.COM website within 14 days from the date of delivery.

The official procedure in case of return is the following:

The official procedure that has to be followed in case of returned goods is the following:

1) You have to make sure that the products are in the same conditions in which you have received them and the product should not be used or damaged. You are responsible for the reduction of the product's value, resulting from a use different from the use of the product itself. Therefore, you will be responsible for the decrease of the product's patrimonial value and you will be entitled to a refund of the amount equal to the residual value of the product whether the returned products are damaged, without some of the accessories provided, from the wrapping to the original packing.

2) Complete the returned goods form that you will find online by specifying the items you wish to return. You will receive your return number and the confirmation of the goods' return a www.hendersonshoes.com website.

3) Within fourteen days after the return, the products will have to be shipped to the following address  Via Padova 214 30030 Vigonovo (Venezia) Italy. The above-mentioned deadline will be respected if the return will be carried out within the expiry of 14 days, regardless of the date on which the products will actually be returned to Henderson.

We would also like to remember that:

  • We only accept returned goods that come from the country in which the order has been made, for which you have exercised your right of withdrawal and will be done with the same method of the payment you used for the purchase, in the shortest time possible and in any case within 14 days from the date on which the package returned to our warehouse. Returned merchandise without the safety cord will not be refunded.
  • The shipping for returning products are under your charge and all returned goods are under your responsibility until the package reaches our warehouse. Always make sure that you have a tracking number and keep the copies of your shipping.
  • If you have received a damaged or wrong product, please do motivate the reason for the return during the return request online, to be made with the same method as described in the previous paragraphs.

The Henderson.srl company reserves the right to check the returned goods and to value any further costs for the refurbishment in the stock depending on the conditions of the goods.
The company Henderson.srl reserves the right to require photographic support if necessary for the evaluation of the return process.

ITALY and EU
The return is in charge of the customer in the following cases:
- If the return is made for withdrawal, which means that the product’s return is for reasons not imputable to Hendersonshoes.Com
- Returns made in order to change color or size or to choose another item different from the one which had been bought.

The return is free if the customer requests a change to manufacturing defects

NON-EEC COUNTRIES
The return is in charge of the customer. It is not possibile to change the size or the items directly but only the request for the return of money. Whether there are costs related to duties, VAT and any other taxes,they will be deducted from the price of the product that has to be returned .
We recommend sending by parcel the registered mail to avoid costs which have been described above.


For any further questions or clarification, please contact us at the following addresses:

[Email: customercare@hendersonshoes.com - Phone: +39 049 502652]