Delivery & Returns
We are continuing to ship orders as normal during this unprecedented time, but will not be offering a next day service as this is limited by our couriers. We still maintain our service standards and will ship your order as soon as possible, if not same day. We will keep you up to date if there are any delays, but currently operations are as normal.
Parcelforce have temporarily suspended timed service guarantees on all UK and International services. See the link for further information from Royal Mail: https://www.royalmail.com/coronavirus
Returning Items if you cannot get to the Post Office
If you wish to return an item(s) from your order and are unable to get to a Post Office during this time, please fill in this form so we can book a courier collection for you from your home. Returns Form
This is a contingency option and a manual process which will take time for our staff to do for you, so we kindly ask that you only use this service if you absolutely have to.
Delivery & Returns
Free delivery over £60 + free UK returns on all orders. Our delivery and returns information is all listed below, we try our best to get all orders out to you on the same day if you order before 2:30pm (Monday-Friday).
£2.95 - Orders up to £60.00 with a standard delivery service within 2-3 days from dispatch.
£3.95 - Orders up to £60.00 with a Royal Mail 48 Hour tracked service, delivery in 2-3 days from dispatch.
£1.00 - Deliveries over £60.00 are dispatched on a Tracked 48 Service with Royal Mail.
£5.95 - Orders up to £60.00 for Next Working Day Delivery, sent with Royal Mail or Parcelforce.
£3.50 - Order over £60.00 for Next Working Day Delivery sent with Royal Mail or Parcelforce.
Please note Saturday and Sunday are not working days.
Standard International Delivery for orders will be charged £12.95.
Expedited European Delivery will be charged £18.95.
Standard International Delivery will be charged £42.50.
Expedited International delivery will be charged £52.50.
Henmores normally dispatches your order the same or next working day after placing the order. It might take longer during very busy periods such as Sale. Express deliveries are always packed and despatched in priority. If for any reason a delay of more than 3 working days is expected, we will inform you. PLEASE NOTE: Our working days are Monday - Friday excluding bank holidays. Saturdays and Sundays are NOT classed as working days.
Christmas Returns Policy
Items purchased from Henmores and dispatched between 1st November and 25th December can be returned any time before 31st January. Our returns policy reverts to the standard 30-day period for items purchased after 25 December.
UK - Free Returns & Exchanges
It's important that you're 100% happy with your purchase. If you do not feel satisfied, or are unhappy for any reason, we recommend that you get in contact with us so that we can provide further advice or suggest an alternative style. All that we ask is that the item you are returning is unworn, with ALL original labels within 30 days. We cannot accept an item that has been used or shows signs of use in the interests of both health and hygiene. If you have any concerns pertaining this, please call us at 01335 368 159.
We offer a free returns service using Royal Mail 48 Tracked returns, you can create your return at https://www.royalmail.com/track-my-return/create/2826
Please Note: Items with a branded box must be returned with the box in perfect condition. We recommend using the bag and protective box the item was received in to prevent damage. Please don’t attach labels to the branded box. If branded boxes are returned damaged, we may not be able to offer you a refund or exchange.
How long should a return take?
Please allow up to 21 days for the full returns process to be completed. If you’re using our free returns service, please take note that the date the return arrives with us may not be the day it gets processed for a return/exchange. Please take this into account if you’re needing an exchange in a hurry. It may be easier to make a new order and send the other goods back for a refund.
Please note: Free returns are only available via the returns portal link above
If you do not have a printer:
Free returns are only available if you use our returns portal and print your returns label. If you can’t print the label you will need to pay for the return and the charge will be dependent on the courier you use and the weight of the parcel, remember to ask for a receipt or proof of posting.
If you are unable to print the label provided via the returns portal, then please simply write our address and your order number clearly on the outside of the parcel and insert a copy of your invoice in the parcel (this is very important to ensure we refund you!) and drop it off at the post office or with your choice of courier.
If you are returning goods by your own method please send to
Henmores, 23 St Johns Street, Ashbourne, Derbyshire, DE6 1GP
We strongly recommend you get proof of postage, as we cannot accept responsibility for parcels lost in transit without the proof of posting. You can track your return using the reference on the returns label on the Royal Mail website.
Goods must be returned in perfect, resalable condition, please ensure all items are returned with tags still attached including any labels and outer packaging of the product (eg. Box).
All Free Gifts/ Promotions must also be returned if no longer applicable, non-receipt will result in a charge for the goods not returned.
This does not affect your statutory rights. All underwear is strictly non-returnable.
We will happily, with proof of purchase, offer a Full Refund or Exchange for all items received back within 30 Days of receipt. All sale items are strictly Refund or Exchange for all received back to us within 14 days of receipt.
We do not provide free returns/ exchanges outside of the UK.
Additional Shipping Charges
Henmores reserves the right to ask for additional payments if the delivery charges exceed the paid amount by the customer. The extra increase in shipping charges may be caused by the order exceeding the weight of 2kg. If the parcel exceeds 2kg, we may be required to send it with another courier, which may involve higher shipping charges. Therefore, we may require you to pay an additional amount. If you do not wish to pay the extra charges then, depending on the circumstance, we may cancel and refund your order.
If you cancel your order and request a refund, please note it may take up to 5-7 working days for funds to reach your account. If you still haven't received your refund after 7 working days, please contact our customer service team.