Frequently Asked Questions


We offer free standard delivery on orders over £99, €120, 1200SEK and $400. The delivery of your order will take 3 to 4 working days worldwide from the time the order is dispatched. Below the threshold, the shipping cost will be automatically calculated at checkout. UK and European orders do not pay duty and/or taxes. Please note that local customs and duties may apply in the US for orders of $800 and above. A shipping confirmation email will be sent to you once your item has been dispatched from our warehouse with tracking information. Please check your promotion folder if you don't see your confirmation in your primary inbox.

How can I track my order?

You will receive a shipping confirmation email from once your parcel has been dispatched. The tracking information will be provided in this email. You will also receive an email from our courier with the information.

I didn't receive an order and shipping confirmation

After placing your order, you will receive an email confirmation from containing the details of your order. We will also send you a shipping confirmation once your items have been dispatched. Sometimes the order and shipping confirmations can end up in the promotion folder of your email provider rather than in the primary inbox. If this happens, please use the search box of your email provider and search for To avoid this happening going forward, please move your order confirmation email into your primary inbox. Don't hesitate to contact us at if you need further guidance.

Do you accept returns?

If you would like to return your order you may do so within 30 days of the order date. UK Returns: For all orders purchased from within the UK please email with your order number and the products you wish to return. We can then send you a DHL returns label which you can then use to send your parcel back to us free-of-charge from your local DHL Drop Off Point. European Returns: All European orders should receive a free returns label in the parcel. Please fill out the information as required and use the free return label to send your goods back. Rest of the World Returns: Unfortunately, we don’t offer free returns for rest of the world orders. To return all or part of your order please email with your order number and the products you wish to return. Instructions will then be sent to back to you with how to return the goods. When we receive your return we will refund you the amount you paid for the products. We do not refund shipping costs. You need to return the product to us in the same condition and quantity (with hangtags etc.) as you received it. You are only liable for any diminished value of the items caused by handling other than what is necessary to establish the style, characteristics and the way it works. If you use the product before returning it you will get a part of or no return, depending on the product’s commercial value.

Can I exchange my item?

Unfortunately you cannot exchange an item so you will need to send us the item back using the free return label and place a new order.

When will I receive my refund?

It currently takes 14 working days to process your return and issue the refund from the time we receive your item back.

What types of payment do you accept?

We accept PayPal, Visa, Google Pay, AMEX and MasterCard. We charge the payment when shipping. At Henri Lloyd, your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information when processing your order through a secure checkout system provided by Adyen.

Can I make a complaint regarding an order?

If you wish to make a complaint please write an email including a short description of your issue and include photos if applicable to

Why was my order cancelled?

We’re sorry to hear your order has been cancelled. If you have received a cancellation email from us, this will be because the item has either been found to be out of stock when we came to pick your order. You’ll receive a cancellation email from us with more details regarding this and your refund will be in your account within the next 3-5 working days depending on your bank. (The cancellation e-mail may have been sent to your spam/junk folder so please check if you haven’t received any communication from us within a week of placing the order).

Can I cancel or change my order after I have placed it?

We know our customers want their items ASAP so as soon as your order is placed, our team work hard to ensure that this is dispatched as quickly as possible! Unfortunately, this does mean that we’re not always able to change any order details once the order has been confirmed (so always double check before you click confirm) If you need details amending or the order cancelling, please send over the order number and what exactly needs to be changed/cancelled to

Are you able to offer repairs to all Henri-Lloyd products?

We believe that the most sustainable products are the one's that can be repaired. Bring new life to your favourite Henri-Lloyd products with our Repair Service. Visit to book a repair online.