© Henri-Lloyd Limited 2021. All rights reserved.
We offer free standard delivery on orders over £70, 70€, 800SEK 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 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.
Do you accept returns?
If you regret your purchase you can return your item free of charge within 14 days of receiving it.
If you are wanting to return all or part of your order and are from the UK please email email@example.com with your order number and the products you wish to return. We can then send you a DPD returns label which you can then use to send your parcel back to us free-of-charge from your local DPD Drop Off Point.
Please use the enclosed return label and should you have any further questions you can contact us at firstname.lastname@example.org for further instructions. 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 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 email@example.com
Are you able to offer repairs to all Henri-Lloyd products?
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: firstname.lastname@example.org and we can make an assessment.
What products are you able to repair? We can repair the following items:
On Shore Jackets:
- Consort Jackets
- Sea Jacket
- Mav Liner Jackets
- Airedale Jackets
- Chale Jacket
- Jones Jacket
- Mill Jacket
- Salt Anorak
- Culver Jacket
On Water Products:
- Waterproof Shells
- Windproof Shells
I have a Technical Jacket or Salopettes that require a repair, what do I do next?
You will need to visit https://www.henrilloyd.com/repairservice and find the repair service that is most suitable for your defected product.
How will Henri-Lloyd communicate with me during the repair cycle?
Henri-Lloyd will keep you posted on how the repair is going, you can expect a total of 4 emails regarding your repair.
1) An order confirmation notification with a receipt of purchase.
2) An email containing shipping instructions and information on how long you should expect the full repair service to take.
3) Once your product arrives at our factory, we will send you an email confirming we have received it.
4) When the repair is complete, an email will then be sent to you confirming that we have finished with the repair process and have now sent the product back to you, a tracking number will be included in this email for you to track your product.
Do you offer a warranty of the repair?
Yes, all our Repairs come with a 2-year warranty. We are one of the only brands to offer this in the market.
How does the pricing work?
You can find our different pricing options in the Repair Centre services page, https://www.henrilloyd.com/repairservice. The repair service, washing and durable water repellent (DWR) reinforcement and the shipping cost from our factory to you, are all included in the pricing.
If it’s just a minor repair, would it be possible to send me the required fabric for me to make the repair?
Unfortunately, we do not currently send out the required fabric for you to make the repair yourself. However we are looking into the possibility of offering a Do-It-Yourself Repair Kit in the not so distant future. When this is made available we will notify you through email (if you are a Henri-Lloyd newsletter subscriber) and it will also be available as an option in our list of repair services. Please note that once this option comes available it will not include our 2-year warranty.
How do I choose a service if I have several items that require a repair? Is it possible to combine them in one order?
If you want to repair several items, you will need to add an order for each product that requires a repair. If you are unsure of which service you require, feel free to email email@example.com. Please include pictures in the email so we can assist you as efficiently as possible.
What is the average duration of each repair?
We will aim to finish your repair within 5-7 weeks from the date of delivery. If the repair is completed sooner we will of course ship it out to you on completion.
Are there certain defects that you will not be able to repair?
Yes, in the scenario where we have no fabric in stock that is required to make the repair, we will unfortunately not be able to fix the product, but this is ultimately very unlikely. If we are unable to conduct the repair you bought because of lack of material in stock, we will refund your payment.
Why is there a shipping cost displayed in the checkout?
This cost is programmed in our system. However, you will not be required to pay this fee and it will not be included in your final payment. Upon ordering the repair service you will receive an additional mail with shipping instructions for how to ship your garment to our factory. You will be responsible for sending your product(s) to our warehouse in Poland where the repairs will take place.
How do I send my item to the Repair Centre?
You will receive an email with shipping instructions, additional to the order confirmation email. The instructions are as following:
1) Before sending a garment, please empty all the pockets.
2) Pack the garment in a shipping box or shipping bag and seal it. Please note you will need to provide your own shipping box/bag.
3) Apply following shipping address to your package: HL Manufacturing Sp. z o.o. Podgórna 98, 87-300 Brodnica, Poland
4) Visit your nearest shipping point and drop your package, UPS, PostNord, Fedex etc.
5) Note, the shipping cost to our factory is at your expense.
6) If you would like the parcel picked up from home, please call your logistic provider’s customer service team to arrange.
7) Ask for a receipt with tracking number.
8) We will notify you by email when we have received your package.
9) If the purchased service does not match with the actual product, we will contact you. An additional repair might come at a higher cost.
10) We will notify you when we send your product back to you, the email will include a tracking number.
11) Note, the shipping cost back to you is included into the original repair price.
What is the address to the factory in Poland, where I will send my product?
Our factory is located in Brodnica, you can ship you package to:
HL Manufacturing Sp. z o.o. Podgórna 98,
What logistic provider do you use?
We use UPS and PostNord.
Do I pay for all the required shipping costs?
Yes, the customer is responsible for the shipping costs and the shipping parcel. The shipment from our factory back to you is included in the repair service price.
How can I track my product?
We will send you an email when we have repaired your product and it has been dispatched. This will include a tracking number which will allow you to keep an eye on the location of the product.
© Henri-Lloyd Limited 2021. All rights reserved.