1.Can I make changes to my order before it ships?

Unfortunately, we can't make changes or cancel an order after it's been submitteed.
An item may only be canceled if it is on pre-order. If you would like to cancel a pre-ordered item, shoot an email to service@hennyrue.com with your order number and we'll handle that for you.

2.Why was I charged tax?

We unfortunately don't have control over the taxes that are charged - they are added in automatically and are subject to tax laws that are currently being updated. To give you a little more info: the way that taxes are charged online within the USA is changing right now because of the South Dakota v. Wayfair case. Because of this case, online tax parameters will no longer necessarily match up to each state's laws that apply to in-person purchases. If you'd like more information about this case, the following article gives a helpful overview: https://www.aicpa.org/advocacy/state/south-dakota-v-wayfair.html

3.Why isn't my payment going through?

Please double check to ensure you're using the proper billing zip code associated with the credit card. Additionally, in order to pay with a credit card, your order must be above $0.50.

4.Will I be charged right away when I place an order?

Yes, your card will be charged right away. We don't store payment information for security purposes.

5.How long will it take for my order to arrive?

Currently, orders can take 1-4 business days to process before shipping. From there, shipping times are dependent upon location. Check out ourSHIPPING PAGEfor more information on when to expect your package.
Note:FedEx and USPS are experiencing some transit delays. Tracking details may be slower than normal to update. Please allow for additional time for all deliveries. Thanks for bearing with us!
（根据实际合作物流再修改）

6.How do I track my order?

Once your order ships, you’ll receive a separate email providing you with a tracking number to track your order.* Sometimes this email gets sorted into spam or promotions folders, so be sure to take a look in there if it feels like you’ve been waiting a little too long.

When in doubt, you can always log into your account and click on the order in question to see its status.

*Please note that sometimes tracking can take a day or two to be updated by the carrier. If it looks like it's not moving, chances are it's on its way!

7.Do you ship internationally?

We do! You can take a look at our rates and policy here.

8.My order never arrived, what do I do?

Oh no! We’re sorry to hear that. Our shipping carriers work independently from Henny Rue, but here are a few solutions we can offer:

If your package has been marked delivered and it's only been a day or two, sit tight! Sometimes the carriers scan it before it gets to you. Keep an eye out for it in the next few hours.

If the tracking hasn’t been updated in an unusually long time or if it was never updated since the label was created, chances are it was lost in transit. Please send an email to service@hennyrue.com so we can help you look into this.

If the shipping address was a temporary location, we do not assume responsibility if the recipient is no longer at that address upon delivery within the projected shipping timeline.

Customer support must be notified of any lost packages within 30 days of the ship date. If a package is not reported as lost within 30 days of the ship date, customer service will not be able to assist with a replacement or refund.

1.What is your return/exchange policy?

Most* Henny Rue products are guaranteed for 30 days after purchase date. If any issues arise during that time, the item can be returned for a refund or exchange. Items must have been purchased from shop.hennyrue.com and must be returned in their original condition and packaging (unwashed, unworn, and tags still attached). If used items are returned, a partial refund may be given in the form of store credit.

*The following items do not qualify for returns or exchanges:

- Items marked as final sale
- Warehouse and sample sale purchases
- Gift cards

2.How do I make a return/exchange?

Head to ourReturns & Exchanges page for options and a step-by-step guide.

Heads up:If you select to exchange, but the item sells out before your return is finalized, the exchange will instead default to a refund.

3.Is there a fee for returning?

All refunds require an $8.00 processing fee, which will automatically be deducted from your refund. Exchanges and returns for store credit are free.

Questions? Feel free to shoot us a note at service@hennyrue.com!

4.When will I receive my refund?

You should receive your refund upon the first carrier scan. Please note, it can take 3-5 business days for a refund to credit back to your original form of payment.

5.Do you offer returns/exchanges for international orders?

Unfortunately, we do not provide prepaid labels for international orders but they can be shipped back on the customer's own accord for a refund or store credit. The shipping fee will not be refunded. Please reach out if you need help with starting this process.

6.My package arrived damaged, what should I do?

We’re sorry to hear that! Please send a photo to our Customer Care Team at service@hennyrue.com and include your order number so we can take a closer look and help with a solution!

7.Can I ship my items back on my own accord?

Yes! If you opt not to use our pre-paid shipping label to return your product within the 30 day return window, please send it to:

No. 279, Wangma Road, Datang Subdistrict, Zhuji City, Zhejiang Province, China.
+86 18989518988

Please be sure to include a note with your full name, order number, and indicate if you would like store credit or a refund.

Note: If the return is not made using one of our labels, we do not assume responsibility if it is lost in transit. Please use a trackable and insured shipping method.

8.My item was damaged out of the 30 day return/exchange window, what should I do?

Send us a picture anyway! Unfortunately, normal wear and tear would not warrant a replacement or refund, but if it is deemed a manufacturing defect or unreasonable damage, we can look into it!

To make a purchase at the Henny Rue online store, follow these steps:

1. Go to the product page by clicking on the product image.
2. On the right side bar, select the desired color and size of the product.
3. Add the product to your cart.
4. Go to your cart page by hovering over the cart symbol on the top right corner of the page, then clicking "View Cart."
5. Review the product price and quantity, then click "Proceed to checkout page."
6. On the checkout page, enter your shipping address and payment details.
7. Finally, click "Place order" to be redirected to the payment gateway page.

The currency you can pay in depends on the region you select. At Henny Rue, we currently support shopping in the United States (USD), Australia (AUD), Europe (EUR), the United Kingdom (GBP), and Canada (CAD). Simply choose your country or region at the bottom of the page to shop and pay in your local currency.

Tip: Select your country from the dropdown menu to view prices and checkout in your local currency.