• How can I contact HENZEL?

You can email us at [email protected]. Our customer service team is here to assist you with any questions or issues you may have.

• Can I change or cancel my order?

As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.

• What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

• When will my order be processed?

All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don’t ship on weekends.

• How long will it take to receive my order?

Once shipped, delivery times typically range between 7-14 business days. However, this may vary depending on your location and local shipping services. For more specific details, please refer to our Shipping Policy.

• What if I don’t receive my order?

If you haven’t received your order within 30 days after it was shipped, please contact us at [email protected] for a full refund or further assistance.

• Will I be charged with customs and taxes?

Our prices include VAT and import duties, so you should not incur any additional customs fees upon receiving your order. However, in rare cases where additional charges are imposed by your local customs office, those costs will be your responsibility. We are not liable for delays caused by customs. For more information on potential charges, please contact your local customs office.

• How do I return an item?

To initiate a return, please contact our team at [email protected]. We will provide you with instructions on how to proceed.

• What if the item(s) I received are defective/incorrect/damaged?

If you received an item that is defective, incorrect, or damaged, please email us at [email protected] with your order number, photos of the item(s), and any related details. We’ll work to resolve the issue as quickly as possible.

• When will I receive my refund?

Refunds will be issued to your original payment method within 7-10 business days of receiving your returned item or approving your cancellation request. If you paid by card, please contact your card issuer if the refund does not appear after this period, as some banks may take additional time to post it.