How Can We Help?

Frequently Asked Questions

 

ORDER & DELIVERY

When will I receive my order?

We aim to work as efficiently and as rapidly as possible.

After your order has been received, our team at HNRY will pick, pack and dispatch your order the following business day. You will receive a confirmation email once your order has left the building, which will contain your tracking information and an estimated delivery date.

 

You should receive your order within 3-5 business days. Packages are not shipped or delivered on weekends and local public holidays.

 

Please note that our standard delivery times (3-5 business days) are estimates and may vary due to external factors outside HNRY’s control.

 

I have received the wrong products – what do I do?

If you have received the wrong product, contact us immediately. Upon picture confirmation of wrong product received, a return label will be generated (at no cost to customer) and once our team has received the package, we will send the correct product immediately.

 

How do I cancel my order?

If you wish to cancel your order, please contact us as soon as possible.

If the order has already been dispatched, we will be able to process the cancellation AFTER the order has been returned to us.

 

Can I change my order?

If you wish to change your order, please contact us as soon as possible.

If the order has already been dispatched, we will be able to process the change AFTER the order has been returned to us.

 

 

RETURNS & EXCHANGES

What is your exchange policy?

While we do not offer a direct exchange service, we are able to process a return.

You are most welcome to send back your purchase for a full refund. We will refund your products for their full value to the account originally used when making your purchase. To ensure that you receive the desired product as fast as possible, we kindly ask you to place a new order at your own convenience.

Please note that you must return your items within 30 days of receiving them. The products must be unused and in original condition – ie, in original packaging with all labels and protective stickers intact. Products purchased directly from our website must be returned to our warehouse for a refund to be made. Products cannot be returned in a local retail store.

 

What is your return policy?

Please note that you must return your items within 30 days of receiving them. The products must be unused and in original condition – ie, in original packaging with all labels and protective stickers intact. Products purchased directly from our website must be returned to our warehouse for a refund to be made. Products cannot be returned in a local retail store.

 

 

SHIPPING

From where are your products shipped?

All orders are shipped directly from Australia.

Is shipping free?

Free standard shipping is provided by HNRY when purchasing a timepiece.

Although standard shipping is free, you may be subject to, but not limited to: VAT, import duties and/or taxes, which are levied once the package reaches the destination country.

How do I track my order?

Within 1-2 business days of placing your order, HNRY will provide you with a tracking number.

 

 

PAYMENT & SECURITY

What payment options do you accept?

We accept American Express, Diners, Discover, Maestro, MasterCard, Visa, PayPal as well as various other local debit cards and invoicing options.

All available payment options for each country are displayed at the checkout, once you have entered the country of delivery.

Is my payment information safe?

Your transaction and payment details are directly handled by our payment service provider, with secure encryption and under strict banking standards.

Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank.

Do you store payment information?

HNRY does not receive or store any payment information. All transactions are handled directly by our payment service provider. Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank.

 

 

PRODUCT INFORMATION

Is my watch waterproof?

The water resistance of a HNRY timepiece is 3ATM.

We recommend that you avoid all contact with water. Avoid wearing the watch when showering, bathing, swimming, diving or any activity where it is exposed directly to water. The watch is resistant to everyday use and light rain.

 

What is the watch made of?

Our Silver watches are made of stainless steel (316L).

Our Rose Gold watches have a stainless steel core (316L) and two plating's through the use of IP plating technology.

Mesh Straps are made of stainless steel (316L), including all watch buckles.

Leather bands are genuine .

The glass of the watch is made of hardened mineral glass. It is resistant against normal wear and tear but should be used with care.