Henney Bear

Free Shipping Australia Wide on Orders Over $59.00

FAQ

In order to provide the best level of service possible we have our customer service operator available at cute@henneybear.com.au and will reply within 48 hours to your questions. Alternatively contact us Monday to Friday from 9.00 am to 5.00 pm (Australian EST) on +61 7 5526 7522.

Quick links to customer service topics:

HOW TO ORDER

Selecting items

In SHOP, you will see the entire Henney Bear offering.

By clicking on a particular style you will see all details including the name, images, price and colour options it is available in. Click on the picture to see an enlarged image. Choose your desired colour / pattern by clicking on the pull-down menu under PATTERN STYLE. Note the main image will change to reflect the colour / pattern you have selected. To add your selection to your shopping CART, simply click on ADD TO CART.

Your CART

You can review your items at any time by clicking on the shopping cart icon. You can delete styles and change quantities as necessary. To amend the quantity simply delete the quantity previously selected and enter a new amount and click UPDATE. To delete an item click on the “X” icon. To continue shopping simply click on CONTINUE SHOPPING.

Checkout

If you have a discount coupon, enter it into the COUPON CODE field on the bottom left of the screen and press enter. Your cart will be updated with the coupon offer and your new total will reflect the discounted amount. Once you are happy with your order, click PROCEED TO CHECKOUT. All shipping costs will be added for you to review. To continue, enter your details in the following sections:

Billing details

Enter your name, address, email and your phone number. Please ensure all these details are correct.

Please ensure you fill out all mandatory fields marked with an asterisk *

Shipping address

Please note that we are unable to deliver to a PO Box by courier. PO Box deliveries will be made using Australia Post.
If you intend to send a gift, the billing address will be your address and the shipping address will be to the person you are sending the gift to. Please complete the SHIP TO A DIFFERENT ADDRESS in this instance.

Payment information

Henney Bear uses PayPal for its online credit card transactions. PayPal processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. We do not accept cash, cheque, money order or traveller cheques.

Once you have registered and completed all fields marked with an *, please click on the ‘continue checkout’ button. You will then be shown all your order details for you to review and confirm. If you are happy your details are correct, click on the ‘Proceed to PayPal’ button. You will then be directed to a PayPal payment page ready for payment. Only once the goods have been packed and are ready for dispatch, will your account be charged.

When we receive your order we will send you a confirmation email with your order number and order details attached. If there are any problems please email us at cute@henneybear.com.au or contact us on +61 7 5526 7522.

SHIPPING / DELIVERY

  • Domestic deliveries – $15 per item within Australia.
  • All deliveries within Australia will arrive within 1-5* working days.
  • In Australia we use a courier or Australia Post for all parcels. They deliver between 9.00 am and 5.00 pm Monday to Friday.
  • If no-one is home they will leave a card to make an alternative time for delivery. All deliveries need to be signed for.
  • International deliveries
    Asia Pacific – $40 per item with delivery 5-10* working days from dispatch.
    Rest of the World – $60 per item with delivery 7-21* working days from dispatch.

Henney Bear delivers to most destinations around the world. *Delivery times are approximate and may vary from country to country depending on customs public holidays and other variables out of our control. All shipping excludes insurance. Please let us know if you want your parcel insured at an extra cost. We use a courier or Australia Post to deliver all international orders. International purchases may incur taxes and duties applied by customs in the country where the order is delivered.

COLOURS

Please be aware that some colours may vary slightly from what you see on your monitor. If you are unhappy with any colours please email us at cute@henneybear.com.au and we will gladly exchange any items, provided they have not been used and you let us know within 14 days of purchase.

ONLINE RETURNS POLICY

At Henney Bear we pride ourselves on our quality and our customer service. We want you to enjoy your online shopping experience and be excited by your purchases. If you are unhappy with anything you have bought from our website, we will gladly exchange it for something else or give you your money back, provided you let us know within 14 days of purchase.

This refund policy does not apply to goods which have been worn or used, damaged after delivery, or if any attempt has been made to alter the product. All products must be returned in their original condition with the original price label attached. All postage and insurance costs are to be paid by the buyer. We recommend that you return the product via Registered post and that you pre-pay all postage. The buyer assumes any risk of lost, theft or damaged goods during transit, therefore we advise you take out shipment registration of insurance with your postal carrier. Henney Bear will not be responsible for parcels lost or damaged in transit if you choose not to insure.

If you change your mind…

Please let us know by emailing cute@henneybear.com.au within 14 days of purchase. Our customer service representative will email you with a returns authorisation number (RA). Please quote your RA number and return the goods in their original condition with your receipt to:

Henney Bear Web Returns

Suite 5, Level 2, The Forum, 26 Orchid Avenue
Surfers Paradise, 4217, Queensland, Australia

Please note that your receipt can be an invoice, bank statement or email confirmation from Henney Bear.

If you find a fault…

In accordance with the manufactures’ warranty, items with a manufacturing fault will be repaired. Should this not be possible, you can choose between an exchange (if we still have the same item in stock), refund or credit. All Henney Bear products carry a 12 month warranty.
Please let us know by emailing cute@henneybear.com.au within the warranty period. Our customer service representative will email you with a returns authorisation number (RA). Please quote your RA number and return the goods with your receipt to:

Henney Bear Web Returns

Suite 5, Level 2, The Forum, 26 Orchid Avenue
Surfers Paradise, 4217, Queensland, Australia

Upon receipt of the goods, Henney Bear will refund the postage back to the credit card that was used to make the original purchase and then send the goods back to you.

Articles for repair are usually sent back to the factory which produced them to ensure the highest standards are maintained. As these factories are overseas, the process can take up to 8 weeks until we receive the repaired articles back.

CURRENCY

All prices are listed in Australian Dollars (AUD).

TAXES

All purchases delivered in Australia will incur the standard GST tax rates.

All international purchases may incur taxes and duties applied by customs in the country where the order is delivered. The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To determine exactly what these charges may be, it may be necessary to call your local customs office to gain further details.

Please note that to comply with Australian export regulations; we are required to declare the exact value of all items ordered and to mark them as dutiable “merchandise”. We are also prohibited by law from marking the order as a “gift”, even if the order is placed with that intention.