HENKAA logo
HENKAA logo

All collections

Returns & Refunds


Do you accept returns?

Your happiness is our priority! We gladly accept brand-new, unused, unwashed, and unaltered items* within 30 days of your delivery as long as the original tags are still attached (conditions apply). Please check your tracking number history for the exact delivery date.


Can I exchange an item?

We do not offer exchanges. Alternatively, you could submit a return request and place a new order for the merchandise you desire.


Are returns free?

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: $14+tax (Ontario), $18+tax (rest of Canada) or $20 or more (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.


How do you offer refunds?

If your return request is submitted within 30 days of delivery, we will refund your authorised 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.


Can I return a sale item?

We do not accept returns of Sale items (price ends in .98), Warehouse, Mystery Bag, and/or Sample Sales products. Returns, exchanges, or order modifications will not be accommodated once your sale purchase has been submitted.


What products are Final Sale?

The following are NOT eligible for return or refund:

  • 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
  • Gift Cards
  • Donations


How do I request a return?

Please email our Customer Care team at [email protected] 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. Email address used to place the order
  3. Full Name (associated with billing or shipping address)
  4. The product(s) you wish to return
  5. 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#.


How long do I have to ship the return?

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.


Will my return be inspected?

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.


Can my return be tracked?

Before dropping off your return to the post office, please make note of the tracking number associated with the return.


How long does it take to process a return?

Please allow 3-4+ weeks after a return has been delivered for a refund to be processed, although this may take longer during times of high volume.

If applicable, your refund will be deducted the original shipping paid, additional fees incurred during return shipping, and/or return label flat rate value.


What happens if I return unauthorised ineligible product(s)?

Unauthorised returns sent to Henkaa Inc. will not be accepted or issued a refund. We will not accept any returns without a RA#.


Can I price match my order? Can I apply a discount code?

For order that have already been submitted, we do not price match sales. If you forgot to use a coupon code during checkout, we are unable to offer you a price adjustment.


I received the wrong items. What do I do?

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.

Was this article helpful?
Yes
No