Shipping policy

Last updated: September 4, 2026

At Henash, we aim to process and deliver every order as quickly and safely as possible. This Shipping Policy explains how orders are processed, shipped, tracked, and delivered, as well as what to do if your order is delayed, undelivered, or arrives damaged.

1. Order Processing

Orders are generally processed within 1 to 3 business days, Monday through Friday, excluding public holidays.

Once your order has been processed and shipped, you will receive a shipping confirmation email containing your tracking information, where tracking is available.

During periods of high order volume, promotional events, holidays, or other circumstances affecting our operations, processing may take longer than the standard timeframe.

If there is a significant delay in processing your order, we will make reasonable efforts to keep you informed.

2. Estimated Delivery Times

Our current estimated standard delivery times are:

• France: 5 to 10 business days
• Europe: 5 to 12 business days
• International: 7 to 15 business days

These delivery times are estimates rather than guaranteed delivery dates. Actual delivery times may vary depending on the destination, carrier operations, customs processing, public holidays, weather conditions, and other circumstances outside our reasonable control.

The estimated delivery period begins after your order has been processed and shipped.

3. Shipping Fees

Standard shipping is free unless a different shipping charge is clearly displayed at checkout.

Any applicable shipping charges will be shown before you complete your purchase.

Prices displayed on our website include applicable taxes where required by law. For orders shipped outside the European Union, additional customs duties, import taxes, or other charges may apply as described below.

4. Order Tracking

Once your order has been shipped, we will send tracking information to the email address provided when you placed your order, where tracking is available.

You can use the tracking information provided in your shipping confirmation email to follow the progress of your delivery.

If you have not received tracking information within 5 days of placing your order, please contact us at info@henash.store so that we can check the status of your order.

5. Delivery Delays

Although we work with our shipping partners to meet the estimated delivery times, delays can sometimes occur.

Possible causes of delay include:

• High order volumes
• Carrier delays or operational issues
• Weather conditions
• Customs clearance
• Public holidays
• Incorrect or incomplete delivery information
• Events outside our reasonable control, including force majeure circumstances

If your order is delayed, please check the tracking information first. If the tracking information does not provide a clear update or your package appears to be undelivered, contact us at info@henash.store and we will review the situation.

Nothing in this policy limits any rights you may have under applicable consumer protection law regarding delayed or non-delivered orders.

6. Incorrect or Incomplete Shipping Address

Please carefully check your shipping information before completing your order.

If you notice that your shipping address is incorrect or incomplete, contact us at info@henash.store as soon as possible.

We will make reasonable efforts to assist with an address correction before the order is shipped, but we cannot guarantee that changes can be made after an order has entered the shipping process.

If an order has already been shipped to an incorrect or incomplete address provided by the customer, additional shipping costs may apply if the package needs to be reshipped, where permitted by applicable law.

7. Lost or Undelivered Packages

If your order does not arrive within the estimated delivery timeframe, please contact us at info@henash.store so that we can review the tracking information and investigate the delivery status.

Depending on the circumstances, we may contact the carrier or shipping provider to investigate the package.

If an order is confirmed as lost or cannot be delivered, Henash will work with you to provide the appropriate solution in accordance with the circumstances and applicable consumer protection laws, which may include a replacement or refund where applicable.

For consumers in France and the European Union, statutory rights concerning delivery and non-delivery remain applicable regardless of the estimated delivery times stated in this policy.

8. Damaged Packages or Products

Please inspect your package and the products inside as soon as you receive your order.

If your package or product arrives damaged, defective, or if you receive the wrong item, please contact us at info@henash.store within 24 hours of delivery.

Please provide:

• Your order number
• A description of the issue
• Photographs of the damaged package and/or product, where possible
• Any other information that may help us assess the issue

We will review the information and determine the appropriate solution.

The 24-hour reporting period is intended to allow us to investigate delivery and product issues promptly. It does not limit or replace any mandatory statutory rights or legal guarantees that may apply to your purchase.

For additional information about returns and refunds, please see our Refund Policy.

9. Customs, Import Duties, and Taxes

Orders shipped outside the European Union may be subject to customs duties, import taxes, VAT, handling charges, or other fees imposed by the destination country.

Where such charges apply, they may be the responsibility of the customer unless otherwise stated at checkout or required by applicable law.

Customs rules and charges vary between countries, and Henash cannot guarantee that an international shipment will be exempt from customs or import charges.

Customers are responsible for providing accurate delivery information and complying with applicable import requirements in their destination country.

10. International Shipping

We ship orders to eligible destinations shown or made available during the checkout process.

International delivery times are estimates and may be affected by customs procedures, local carrier operations, import requirements, weather, public holidays, and other factors.

If customs authorities require additional information or action from the recipient, this may affect the delivery timeframe.

11. Delivery Address and Order Information

Customers are responsible for providing accurate information when placing an order, including:

• Full name
• Delivery address
• Postal or ZIP code
• City and country
• Any other information required for successful delivery

Please contact us at info@henash.store as soon as possible if you discover an error in your order or delivery information.

12. Returns and Refunds

If you need to return an eligible product, you have 14 days from the date you receive your order to request a return, subject to the conditions described in our Refund Policy.

If an item arrives damaged, defective, or incorrect, please contact us at info@henash.store within 24 hours of delivery.

For complete information about return eligibility, return procedures, refunds, exchanges, and statutory consumer rights, please review our Refund Policy.

13. Contact Us

If you have any questions about shipping, delivery, tracking, delays, or your order, please contact us:

Henash
129 Avenue de Magudas
33320 Eysines, France

Email: info@henash.store
Telephone: +33 7 66 36 36 52 09

Our customer service team aims to respond to enquiries within 24 to 48 business hours.

For additional information about your purchase, you can also review our Terms of Sale, Terms of Service, and Refund Policy.