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.

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.