FAQ & CLAIM IT INFO
What is your company's contact information?
Customer Service Email: askhenry@hankandhenry.com
Address:
Hank & Henry LLC
4901 Milwee St
Suite 106
Houston, TX 77092
What happens if my package is lost or stolen?
IIf you did not pay for shipping insurance, you can submit a claim to USPS.COM or UPS.COM with your tracking number.
If USPS can’t allocate you package, you can send us proof of your claim with USPS and we will evaluate your case, but cannot guarantee a replacement. The proof must be the letter that USPS sends you via email. The inquiry number alone will not be enough.
*Once your order is shipped, it is out of our hands and the responsibility of the courier, and we are not responsible for lost or stolen packages after being scanned delivered.*
Can I return or exchange an item?
You may send your item back within 14 days of receiving the product at your own cost with a tracking number to the address below for a refund in the form of store credit minus a 10% restocking fee. If there is a manufacturing defect or we sent you the wrong item please contact us within 3 business days. Please keep your packing slip until everything has been addressed.
Hank & Henry LLC
4901 Milwee St
Suite 106
Houston, TX 77092
You can also contact customer service in order to better assist you with the process. We will need you to send a picture of the product and a picture of the packing slip.
Email: askhenry@hankandhenry.com
Can I change the address on my order?
Please make sure to enter your correct shipping address at checkout or your order may be delayed. If you need to change your address after ordering, you have 24 hours to contact us so we can try and fix it. Even with that, we DO NOT guarantee being able to change the address before it ships.
Can gift cards be refunded?
We do not offer refunds for gift cards.
What do you do with returned products?
They are properly disposed of or recycled.
Do you offer makeup artist pro discounts?
At this time, we do not offer Pro Discounts.
Where do you ship from?
Houston, TX
How much is shipping?
All shipping rates will vary depending on a few different factors, some of which include:
- Domestic vs International shipments
- Total weight of package
- Packages in the US are FREE Shipping on orders over $50
We ARE NOT RESPONSIBLE FOR ANY FEES required by customs for any reason. All shipping fees we require will be clearly shown to you alongside the service and estimated transit time upon checkout.
Are your products cruelty-free?
Yes, our whole line is cruelty-free. Makeup is for humans, not animals. We have also researched our manufacturers and know 100% they don’t affiliate or get ingredients from places that are not cruelty-free.
How long does shipping take?
Orders will ship between 5-7 business days after you order.
*NOTE: during restocks, new releases, big sale events, pre-sales, Mystery boxes and special promotions, orders may take 7-10 business days to ship out.*
Please allow between 2-3 business days for your tracking number to update once you receive your tracking number by email.
You will receive an email with the tracking information to the email address you used at checkout, once the order ships.
Pre-Sale orders can take up to 15 business days to ship out, as Henry personally signs each one and you are getting the product before it is released to the general public for sale.
Transit times will vary based upon a few different conditions, including but not limited to:
- Total distance between us and you.
- Whether your parcel is a domestic (USA) or international (everywhere else) shipment
ESTIMATED transit times are as follows:
Domestic Shipping: USPS First Class: takes up to 3-5 business days.
International Shipping: (Does NOT account for time spent at customs, border inspection facilities, etc.): takes 10-15 business days.
*Please note that this time frame is an estimate and not a guarantee.*
How do I track my order?
As soon as the shipping label for your order has been created you will receive an email with an USPS tracking number. Please allow 2-3 business days for your tracking number to update once you receive it by email.
When will my favorite Hank & Henry product be back in stock?
Henry always announces his current re-stocks on his social media. Please subscribe to all his accounts for announcements.
Instagram: @hankandhenry_, @hankandhenrybeauty
Facebook: Hank and Henry Makeup and Motivation
Can we use discount codes on bundles, sets, or Mystery boxes?
Unfortunately, no. Sets and bundles are already heavily discounted.
AFTERPAY FAQ
WHAT IS AFTERPAY?
Afterpay is a payment platform that allows you to buy what you want today and pay in 4 equal installments, due every 2 weeks.
HOW DOES IT WORK?
- Select Afterpay as your payment method.
- Use your existing payment method.
- Complete your checkout in seconds.
- No long forms, Instant approval online.
- Pay over 4 equal payments.
- First payment due at purchase, and 3 payments in the next 6 weeks.
WHAT DO I NEED?
- A credit or debit card.
- To be over 18 years of age.
- A residential address within the USA or Canada.
For further inquiries about Afterpay, including payments, declined orders, or your Afterpay account; Please contact Afterpay at https://help.afterpay.com/
Can we carry Hank and Henry Beauty products at our store?
If you are interested in becoming a retail distributor of Hank & Henry product, please contact ruby@hankandhenry.com.
I couldn't find the answer I'm looking for here, what do I do now?
Send us an email! Our customer service team will be happy to help with any other question you may have! askhenry@hankandhenry.com .
Our hours of operation for customer service are Monday through Friday, 9 a.m. to 5 p.m. PST, excluding weekends and major holidays. Our customer service team will do their best to respond as quickly as possible, however please allow 2-3 business days to receive a response.
Also, we are only equipped to handle orders placed through www.hankandhenry.com. Any orders placed through our retailers need to be handled by their respective customer service teams.