how do i order?
Step One: Add items to your shopping bag.
Whenever you see an item on Henry & Lulu that you are interested in buying, click
on the item photograph and a page dedicated to that item will display. You should
see an 'add to shopping bag' button just below the item description. If the item
is available in multiple colors, sizes or varieties, you will see those listed in
the pull down menu above the 'add to shopping bag' button. Choose the color, size
or variety you prefer from this menu and then click on the 'add to shopping bag'
button. Next to the 'Shopping Bag' in the upper right corner of every web page,
the number of items in your shopping bag is diplayed.
This does not commit you to buying the product; it simply sets it aside so that
when you do decide to buy it you can do so quickly. After you put an item in your
shopping bag you can either proceed to checkout and purchase the product or continue
shopping. You can add as many products to your shopping bag as you like.
Step Two: Checkout
When you decide to buy the items in your shopping bag, click on 'Shopping Bag' located
on the upper right-hand of every page on our site. Review your order and make any
adjustments you like to quantities. You may also remove an item from your shopping
bag. To begin the checkout process click on “check out” in the lower right beneath
your items. In the next series of pages you will be asked to type information that
will let us know where to send the order, how to send it and how you intend to pay
for it. To make purchases you will need to order online and use a Visa, Master Card
or American Express credit card.
The checkout sequence should take less than two minutes for first time customers.
Within 24 hours of receiving your order you will receive an email from us confirming
your order. We will send you a follow-up email when we ship your order.
Customer Service
If you would like to contact us, please email
help@HenryandLulu.com .
Is it safe to use my credit card?
We guarantee that every online transaction you make will be 100% safe. This means
you pay nothing if unauthorized charges are made to your credit card as a result
of shopping at HenryandLulu.com. Under the Fair Credit Billing Act, your bank cannot
hold you liable for more than $50.00 of fraudulent charges. If your bank does hold
you liable for any of this $50.00, we will cover the entire liability for you, up
to the full $50.00. We will only cover this liability if the unauthorized use of
your credit card resulted through no fault of your own from purchases made while
using the secure server. In the event of unauthorized use of your credit card, you
must notify your credit card provider in accordance with its reporting rules and
procedures.
Henry & Lulu accepts Visa, MasterCard and American Express.
What are my shipping options?
We use the United States Postal Service (USPS) to ship our products to you.
PO, APO or FPO Boxes: Henry & Lulu ships most orders via United States Postal Service
(USPS). All addresses, including those using a PO, APO or FPO box are suitable with
this carrier.
International Shipping: We regret that our site is not specifically designed to
accommodate shipping to international destinations at this time.
how do i return an item?
Return Policy
Returns and Exchanges
We will gladly accept returns and exchanges on regular priced, non-custom items,
if you are not satisfied with your purchase. Please read the following carefully
for detailed information on guidelines and procedures.
Guidelines
If for some reason you are unhappy with your purchase, we accept returns and exchanges
within 14 days of receipt of purchase, less shipping charges. Additional shipping
fees may apply for exchanges. Henry & Lulu will not accept returns for any items
that have been used.
All sale items are final sale and therefore may not be returned for a refund or
exchanged for another item.
Promotional items (including items purchased with promotional magazine or coupon
codes) are not returnable.
We can only exchange an item for the same item in a different color or size, subject
to availability. We are unable to process any exchanges for a completely different
item. Exchanged items can only be dispatched after the returned goods have been
received and undergone a quality control check. For exchanges, the new item will
be shipped out (upon availability) with the second shipping rate charged to the
credit card used for your original purchase.
All return shipments (domestic and International) must be made by a major courier
service with tracking capabilities (i.e., USPS, FEDEX, UPS or DHL). Henry & Lulu
does not accept liability for returned goods if they are not sent via these methods.
How to process a return or exchange
Cut and fill out the return or exchange form provided by us in the original shipment
and include it in your return package.
Ship the package to the address indicated on the return portion of your packing
slip.
Upon acceptance of the merchandise, we will credit back the cost of the item(s)
including sales tax, less the shipping charges, to the credit card account used
at the time of original purchase. For exchanges, the new item will be shipped out
(upon availability) with the second shipping rate charged to the credit card used
for your original purchase.
We reserve the right to reject any returns and exchanges that do not comply with
the conditions stated above. If your package is not accepted, it will be sent back
to you at your expense and a refund or exchange cannot be granted. For any questions
or concerns regarding the return and exchange process, email customer service at
returns@henryandlulu.com.
Item Availability
All merchandise is subject to availability.
If you order more than one item, you may receive your items individually. We ship
items according to their availability. Therefore, if you order an item that ships
the same business day and an item that ships within 3-5 business days, we will ship
you these items individually. Please note that your credit card will be charged
as we ship your items. You will not be charged for items that are not available.
We pride ourselves on keeping sufficient stock of our merchandise; however, sell
outs do occur. If you order an item that is out of stock or delayed, we will notify
you of the situation via e-mail.
Returns, Exchanges & Cancellations on Custom Orders
Orders for custom items may be cancelled within 72 hours of when the order was submitted.
After that the policy for returns for custom orders will apply. Returns of custom
items will be subject to a 35% restocking fee. In order to receive your partial
refund on a return, you must return the item to us in its original condition, postage
paid, within fourteen (14) days of receipt of purchase. Please include a copy of
your original invoice with the item to be returned.
how do i check the status of my order?
Checking the status of an order
To check on the status of an order you placed with us, please email us at help@HenryandLulu.com.
If you prefer that we call you rather send your information via email, please include
your phone number and the best time to reach you. We will respond to email promptly.
how is my privacy protected?
Privacy protection
Henry & Lulu respects and is committed to protecting your privacy. See our privacy
protection section about how, when, and why we gather information about our customers
and what we do with it.
Why shopping at Henry & Lulu is safe
We have taken many precautions to insure that shopping at Henry & Lulu is safe and
secure. We use the industry-standard SSL protocol (Secure Sockets Layer) to ensure
that all credit card transactions are secure. The SSL system encrypts information
that you submit to us via our Web site when you place an order. Encryption makes
it extremely difficult for anyone to intercept information about you, your order,
or your credit card information.
Order information
If you place an order through Henry & Lulu, we will ask you for your e-mail address,
shipping address, telephone number and credit card information. We use this information
to process and fulfill your order and to notify you of your order status. All archived
credit card information is maintained in a secure and safe environment. Telephone
numbers and e-mail addresses are only used to contact you regarding your order,
unless you request to receive our e-mail newsletter updates.
Sign up
We invite interested visitors to sign up for our mailing list to receive occasional
e-mail alerts about special offers and promotions. When you sign up, we ask for
your first name and e-mail address only. Again, we are committed to not selling,
renting, or sharing your e-mail address with anyone.
How to submit your work for sale on HenryandLulu.com
If you are an artisan and you are interested in working with us to sell your product
on Henry & Lulu, we would love to hear from you. Please tell us a little about yourself
and your work. Be sure to include an email address and phone number so we can contact
you directly. Thanks! We look forward to hearing from you.
Is my personal information stored when I make a purchase?
Henry & Lulu is committed to your privacy. During checkout, Henry & Lulu will ask
for personal information such as your name, shipping and billing addresses. This
information, along with your credit card number, is stored in secured databases
that are only accessible by our system and by employees with appropriate access
rights. Personal information is always transferred over Secure Socket Layer (SSL)
lines, which ensures that your information is encrypted and cannot be read by any
other internet users.
How do I stop receiving emails?
When registering with our site, Henry & Lulu invites you to receive occasional email
alerts about special offers and promotions. You may choose not to receive any promotional
emails from us and you may also remove yourself from our email list at any time
after you sign up. If you decide you no longer wish to hear from us, every email
we send to you includes simple instructions on how to opt out of future communications.
