FAQ

How can we help you?

RETURNS & EXCHANGES
How do I request a return?
  1. Log in to your customer area at https://account.henny.xyz .
  2. Open the relevant command .
  3. Click on the "Request a return" button.
  4. Follow the instructions to specify the reason for the return and validate your request.

Once your request is approved, you will receive the necessary information to ship your item.
What are the deadlines for a return?

You must make your request and ship your return within 14 days of receiving your order.
After this period, we will unfortunately not be able to accept your return.
Please keep your proof of shipment until your refund is confirmed.
How do I return my item?

Return shipping costs are the responsibility of the customer.

You must ship your package to the following address:

HNY SAS
1 Place du Verseau
38130 Échirolles
France

Please use your own return label and a carrier with a tracking number to ensure proper receipt.

Items returned without a prior return request will not be accepted.
What should I do if I received a defective or damaged product?

Contact us as soon as you receive the package at [email protected]
by attaching:

  • clear photos of the product in question,
  • and, if possible, of the package.

We will assess the situation and offer you the most suitable solution: replacement, exchange or refund.
When will I receive my refund?

Once your return has been received and inspected, we will send you a confirmation.

If your request is approved, the refund will be issued to your original payment method within 10 business days.

Bank processing times may vary depending on your institution.

DELIVERIES & ORDERS
What are the delivery times?

Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
How can I track the delivery of my order?

As soon as your order is shipped, you will receive a shipping confirmation email containing a tracking link.

You can also find this link at any time from your customer area on https://account.henny.xyz , in the details of your order.

Tracking is usually active 24 hours after shipment.
What should I do if my package seems to be lost?

If your package appears to be stuck or has not been delivered after several days, first check the tracking status provided by the carrier.
If no update appears or if the package is marked as delivered but you have not received it:

Check with your neighbors or your usual collection point.

Contact the carrier directly for more information.

If the problem persists, please write to us at [email protected]
with your order number and tracking number, so that we can open an investigation.

ACCOUNT & ORDERS
How can I view my orders?

Once logged into your customer area, you can:

  • View the complete list of your orders,
  • View the details of each order (items, amounts, shipping status, tracking link, etc.),
  • Submit a return request directly from the relevant order.

Access your account here: https://account.henny.xyz
How do I access my customer account?

Your customer account can be accessed via https://account.henny.xyz .

On our new interface, no password is required: simply enter your email address, then enter the one-time password (OTP) received by email to log in securely.
Can I track my order?

Yes. As soon as your order is shipped, you will receive an email containing the carrier's tracking link.

You can also find this link in your customer area, in the details of the order in question.

ACCESS TO THE DROPS/EARLY ACCESS
How to access Drops / Early Access

To access drops and early access, you must be registered on the Henny Members mobile app.

The products are visible before the drop, but not available for purchase during that period.
On the day of the drop, the products will no longer be publicly visible on the site.

To access and make a purchase, you will need to enter the same phone number that you used when registering on the Henny Members app.
What are the deadlines for a return?

The Henny Members app is available for free on the App Store and Google Play.

You can download it via this link .

Once the app is installed, sign up with your phone number to access exclusive drops, rewards and early access reserved for members.

PAYMENT & SECURITY
Is the payment secure?

In accordance with the European PSD2 directive, your credit card payments are secured using 3D Secure authentication. All transactions are protected by SSL encryption to guarantee the security of your banking information. You can therefore shop with complete confidence.
What payment methods do you accept?

We accept payments via Bank Card (VISA, MASTERCARD, AMERICAN EXPRESS…), and Apple Pay & Alma 3X payment.
Do you offer payment in installments?

You can pay for your order in 3 installments without fees via Alma.