FAQ

For any queries not covered in these sections please Contact Us

YOUR ACCOUNT

How to create an account

You can create your account on our e-commerce website, as you place your order or directly via the 'My Account' tab. Simply fill in the fields in the 'New customer' column. A confirmation email will be sent to the address provided so you can be sure your account has been created.

This account enables you to:

  • Personalise your customer area to facilitate your next visit
  • Track your orders
  • Amend your subscriptions to Sporty Henri
  • Manage your address book

How to manage your account

Once you have received the email confirming that your account has been created, your account is activated. You can then access the following sections:

  • My profile
    • My details
    • Change my password
    • Amend my email address
  • My address book
    • Manage my address book
    • Set up a default delivery address
  • My orders
    • View my order
    • View my bill
    • Request a return
  • My subscriptions
    • Emails
    • SMS
  • My wishlist
    • View my wishlist
  • Returns
    • Returns policy
    • Print a returns slip (Fr/Eng)

I've forgotten my password

If you have forgotten your password, you can request a new one from the login page of your account or by clicking on this link to amend it. You will be asked for your email address so we can send you a new password which you can then amend if you wish. Once you have entered the required information, you will receive a link so you can reset your password.

YOUR ORDERS

My first order

When you place your first order, the delivery address and cardholder billing address must be similar or an easily verifiable business address. For security reasons and to avoid delays, please ensure you have correctly entered the delivery address as well as your personal details so we can contact you easily.

Product availability

To check whether a product is available, simply click on it to see the product information and check which sizes are available using the drop-down menu. If your size is available, you can order the product. If it is out of stock, the box is greyed out. If a small envelope appears when you scroll over the box, this means you can create an alert by entering your email address. You will receive an email once the product is back in stock. We will also suggest similar products or invite you to check back regularly on our site to see which items are new in. Your email will only be used to let you know when stock is available, it will not be used for commercial use.

Sizing information

A size guide is available to help you choose the size that will suit you best. Simply check the size guide on the product information. For each product, you can choose UK, EU or US sizing from the drop-down size menu.

Packing options

When placing your order, you can choose between two different types of packaging:

  • Standard: reduces waste and helps do your bit for the environment.
  • Luxury: all your items will be packaged in a Sporty Henri box.

Simply click on your preferred choice.

To celebrate its launch, Sporty Henri would like to send you a welcome gift for a limited time only.

How to track your order

Once you have placed an order on Sporty Henri, you can check the progress of your delivery at any time. This order tracking feature is found in 'My account' via 'Track my orders'. You can then click on the tracking link for your order which will redirect you to the courier site, showing the status of your parcel in real time.

Can I cancel my order?

To cancel an order, go to the 'View my order' section. If the 'Cancel my order' option is visible, this means the courier has not yet confirmed receipt of the item. You can therefore cancel your order.

However, if this option is not visible, this means that your order has been dispatched and it is not possible to cancel delivery. We would like to remind you, however, that you can return your order free of charge within 14 days of receiving it (see 'Returns' for more information).

I haven't received my order

If you are not in when the courier calls, they will leave a card in your letterbox stating what time they called and where the parcel has been left for you to pick it up.

If you do not claim your parcel within 15 days, it will automatically be returned and your account will be refunded. If this happens due to an error caused by a mishap, make sure you contact our customer service department to arrange to resend the parcel.

DELIVERIES

Delivery to several addresses

Once you have created your account, you can add and save several delivery addresses. You can then easily access your address book when placing your orders, as well as creating new addresses or amending existing ones.

Delivery time and cost

Below is a list of countries, delivery times and costs:

CountryDispatch methodsTariffs
Mainland FranceOrder under €50 Home delivery with signature: 3/4 days€5
Order over €50 Home delivery with signature: 3/4 daysFree
TNT Express National: 24 hours€10
Delivery to nearby shops: Kiala (48 hours)Free
BelgiumOrder under €50 Home delivery with signature: 3/4 days€5
Order over €50 Home delivery with signature: 3/4 daysFree
Germany, Luxembourg, Netherlands, Spain, Italy, PortugalOrder under €50 Home delivery with signature: 3/4 days€5
Order over €50 Home delivery with signature: 3/4 daysFree
Express Delivery: 48 hours€15
United KingdomOrder under £50 Home delivery with signature: 3/4 days£5
Order over £50 Home delivery with signature: 3/4 daysFree
Express Delivery: 48 hours£12

Please note that Sporty Henri only delivers to countries on this list and that returns are free for this whole list. We apologise in advance if your delivery country is not available. Please do not hesitate to suggest that we add your country if it is not listed; we will look into it based on the level of interest.

Free delivery

Certain deliveries are permanently free of charge on our website depending on the courier selected or the amount of your order and your delivery country.

Sporty Henri may offer free delivery on certain occasions. To make sure you hear about these deals, subscribe to our newsletter. These offers will be applied to your next order when you select your payment option.

Insurance for your parcel

We insure each of our parcels right through to delivery. The courier will ask for a signature on delivery. By choosing to have your parcel delivered to a third person or without a signature, you accept our terms and conditions and authorise our courier to deliver your parcel without a signature.

Each parcel is packaged and processed with extreme care. All our items are new and in perfect condition. However, should you be unfortunate enough to receive a defective item, please contact our customer service department by email at customerservice@sportyhenri.com or by telephone Monday to Friday from 8:00 am to 8:00 pm and Saturday from 10:00 am to 7:00 pm on +33 (0)1 53 00 20 66 within a maximum of 24 hours of receiving your parcel. Beyond this period, we cannot take your claim into account. Please refer to our terms and conditions for further information.

RETURNS

Can I return my order?

For residents of the European Union (EU), in accordance with the 2013 distance selling regulations (information, cooling-off period and additional costs), you may use our free returns and exchanges service.

All products returned must be new and unused when sent back, in the same initial condition as when purchased, with all Sporty Henri or designer labels still attached. Any product that does not comply with these requirements will not be refunded.

In addition, to make it easier to return items during the Christmas period, we may extend return periods to meet higher volumes and heavy demand.

How do I return my order?

The process for returning your order is easy. During your order, if you have created an account, please visit “My Orders” section in your account to download the Returns slip. For customers who did not create an account during their order, please visit the returns page on our website by clicking here. You can print your returns slip to stick on your parcel. You will also receive a copy by email. Please fill in your delivery slip which will act as your returns slip, stating the reason for your return opposite each item returned. Insert the slip into your parcel.

Refunds

Once your products have been received and checked by us (according to the quality charter available in the 'Returns' section), you will be refunded. Your refund will be sent within 8 days of your return being confirmed. If you have not received your refund within this period, we would recommend contacting your bank.

Sporty Henri will accept returns for products in their original condition, and will issue a refund as long as the delivery slip is filled in and included with the product and you adhere to our returns charter.

Returns timescales

If you would like to return all or part of your order, you have fourteen (14) days from the delivery date to change your mind. Once notified by email, you have 30 days to physically return the product. Beyond this date, your return will not be accepted and you will not be granted a refund.

Faulty product

A product may be deemed faulty if it was damaged on receipt, or if a production fault comes to light within a maximum of 6 months following the date of purchase. Please note that items damaged as a result of normal use cannot be considered faulty and will not therefore be refundable.

PAYMENT AND SECURITY

Payment methods

Payment is only confirmed once your order is dispatched. Below is a list of accepted credit and debit cards:

  • Visa
  • MasterCard
  • American Express

You may also choose to pay by PayPal. You will then be redirected to the PayPal site so you can follow the instructions to complete your order.

Payment security

All transactions carried out on our website are protected by a secure online payment gateway that encrypts your card data in a highly protected environment.

Quick purchasing

Sporty Henri provides the option of safely storing your credit card details to make it quicker and easier to purchase in the future. Your full credit card details will never be displayed. Only the last four digits will appear so you can identify which card you would like to use.

You can delete this information you have registered at any time by unticking the 'remember my details' box when you place your next order.

Security of our website

Sporty Henri uses Secure Socket Layer (SSL) technology to ensure your purchases are made easily and securely. This encrypts and protects the data you send us over the internet. When SSL is activated, a padlock icon appears at the top of your browser. You can click on this to obtain information on the SSL digital security certificate.

You will also notice that the website address (URL) located at the top of the browser begins with 'https:' rather than 'http:'. This means that the page is secure

Sporty Henri is registered with Cybertrust as a genuine site. This guarantees that your details remain confidential whilst being passed between your web browser and our web server.

Confidentiality of your personal details

All of your personal details are strictly confidential and we will not divulge this information to a third party under any circumstances.

Currency

Note that the euro and pound sterling are the only two currencies listed on our website.

ADVANTAGES AND SPECIAL OFFERS

Seasonal sales

Twice a year, Sporty Henri organises seasonal sales. You can be informed about them by email by signing up here.

How to use your special offer code

If you have a special offer code, you can use it when you next make a purchase to enjoy a discount. Advantage and special offer codes cannot be used in conjunction and are not valid on sale products. If your code does not adhere to the conditions stated, it will not be applied.

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