FAQ

We make every effort to ship your order out as fast as possible. Usually your shipment will ship out same day if your items are in stock and your order is placed before 11 am EST.

Note that some items such as lighting have lead times that can vary. We will communicate changes in delivery status as we get updates from our vendors. We appreciate your patience. 

If you need to cancel your order, we are happy to accommodate as long as the order hasn’t been processed for most items. We process orders quickly and recommend cancellations happen within 2 hours of purchase. To initiate a return or cancel your order email hello@henrocompany.com.

If you ordered lighting or artwork, the order cannot be changed or modified in any way once submitted. 

1. Email hello@henrocompany.com

Provide your order number Item you wish to return, reason for return, advise if you wish for us to provide a return label or if you would like to use your own preferred carrier (shipping is at your cost for both options).

2. After review of your order we will respond to your email and if your return is approved we will provide a return authorization number. This number needs to accommodate your return.

3. Our customers are responsible for return shipping. We can provide a return shipping label or you can choose to return via your preferred carrier at your cost.

4. Refunds are made to the original method of payment, less shipping and handling. Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect. Returns that arrive with postage due will be returned to sender. Please allow 3-5 business days, from the date of receipt, to conduct a quality control review and issue a refund. Once a refund has been issued, you will be notified via email. Please allow 5-7 business days for the refund to post back to your account.

Please ensure that the item is properly packaged and insured at your cost. We are not responsible for items damaged during transit. Items that arrive to us damaged during transit will not be eligible for a refund. If damaged you will be responsible for contacting the carrier and initiating a claim. Henro does not get involved in claims for items being returned.

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TO RETURN AN ITEM VIA YOUR PREFERRED CARRIER:

If you would like to use your own return shipping method, please obtain a return authorization number from hello@henrocompany.com. Once obtained, pack and return items in original condition, include the provided RMA number, and send to:

HENRO Company

17840 Rosehill Ct

Estero, Fl 33928

Domestic Shipping is free when order total is $150 or higher. Standard Shipping is $9 when orders are $.01-50.00, $13 when orders are $50.01 to $99.99 and $18 when orders are $100-$149.99

***Some exclusions apply for example items that are oversized or heavy. See item description if there is going to be an additional shipping charge for that particular item***

HENRO Company utilizes USPS and UPS to ship our shipments. We rely on the carriers to ship as quickly as possible. At times our carriers experience delays in which we have no control.

HENRO Company is not responsible for shipments that arrive past their scheduled delivery date. If you are experiencing a delay we urge you to check your shipment's tracking. If you are experiencing an excessive delay feel free to reach out to hello@henrocompany.com and we will try to assist in locating your shipment. 

Please notify us within 48 hours of delivery if any item arrives damaged in transit. Contact us at hello@henrocompany.com to report any damaged/defective items. We will need pictures of the damaged item and the shipping packaging in order to process a return/exchange/refund. 

Take a look at our detailed list of care instructions. If you have specific questions, do not hesitate to reach out to hello@henrocompany.com

Candles, wax melts, and gift sets are not eligible for return unless the item is received damaged, defective, or incorrect.

We accept returns for decor pieces within 30 days of delivery with proof of purchase. 

We cannot accept returns on any lighting or artwork purchases.

Sale and clearance items are not returnable, refundable or exchangeable except for items that arrive damaged, defective or incorrect. At times items are put on clearance if the item is defective. Those items that have been identified as defective will not be returnable. These items are identified by .99 endings in price.

Please email hello@henrocompany.com and request our wholesale catalogue!  We are quick to respond and you should receive it in less than 24 hours. 

Please email hello@henrocompany.com and let us know the shop name and location. We will reach out to them right away!