© ODLO WIND UK LIMITED 2023. All rights reserved.
For Christmas gifts, we have extended our 30 days returns policy. Items purchased online between the 17th November and 24th December 2024, can be returned up until 15th January 2024. For purchases made from the 25th December 2024, our normal refund policy will apply.
All discount codes are only applicable on full price products and also exclude bundle products.
Whilst we do endeavour to have orders delivered to you as soon as possible, please be advised that standard delivery dates are an estimate.
To track your order please click the tracking link on the shipping confirmation email. If you haven't received the shipping confirmation email please check your spam folder. For further help, please email firstname.lastname@example.org.
We offer free standard delivery over a threshold - this will be displayed in your local currency on the product page. Delivery time varies by market, this will be displayed at checkout. Below the threshold, the shipping cost will be automatically calculated at checkout.
All customs / taxes and duties are calculated at checkout.
For DPD Next Day Delivery order by 2PM (UK Time) to receive the item the next working day after you make the order, or 2 working days if placed during a weekend. If the order is made after 2PM the order will be with you two working days after it is purchased.
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 email@example.com 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 firstname.lastname@example.org 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 email@example.com.
To avoid this happening going forward, please move your order confirmation email into your primary inbox. Don't hesitate to contact us at firstname.lastname@example.org if you need further guidance.
You can return any purchase, free of charge, within 30 days of delivery. If you are in the UK and you would like to return your item, please email email@example.com with your order number and the products you wish to return. We will send you a DPD returns label. Please paste the label onto the parcel and write your order number on the label too. You can then send your parcel back to us free-of-charge from your local DPD Drop Off Point. We will refund you the amount of the products you sent back when we receive your returns. Please return the products to us in the same condition and quantity (with hangtags etc.) as you received it. Please do not use the product before returning it us. If a product has been used we will not be able to provide a refund.
For all returns outside of the UK:
You can return any purchase, free of charge, within 30 days of delivery. Please follow the link below to access our returns portal. Please return the products to us in the same condition and quantity (with hangtags etc.) as you received it. Please do not use the product before returning it us. If a product has been used we will not be able to provide a refund. If your order number isn't recognised on the returns portal, please email firstname.lastname@example.org stating the items you wish to return.
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?
Please allow up to 14 working days to receive and process your return and issue the refund.
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 and ESW.
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 email@example.com
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 firstname.lastname@example.org.
Are you able to offer repairs to all Henri-Lloyd products?
For all Repairs Service information please visit: www.henrilloyd.com/repairs
For UK repairs we have partnered with Scottish Mountain Gear who have over 35 years of experience successfully repairing all forms of outdoor clothing for almost all of the major outdoor manufacturers and retailers across Europe. Book your repair online by clicking the link on the Repairs Service page. For all NON-UK Repairs, our Repair Centre only offers a repair service for Henri-Lloyd jackets and technical clothing. We cannot currently offer repairs to Knitwear, Sweats, Polos, T-Shirts, Midlayers and Accessories. If you are uncertain about whether your product qualifies for a repair or are unsure on the repair option that you require please email: email@example.com and we can make an assessment.
© ODLO WIND UK LIMITED 2023. All rights reserved.