FAQ

Once you have completed your order you will receive an order confirmation email. If you haven’t received the email we kindly ask you to check your junk folder in case the confirmation email ended up there. If it’s nowhere to be found, we kindly ask you to contact us here to ensure that your order went through.

For a cancelation request we kindly ask you to contact us here as soon as you have placed your order. As our main priority is to make sure that your order will be delivered as fast as possible, we cannot guarantee that we will have time to cancel your order before it is processed.

If we are unable to cancel your order, we kindly ask you to follow our easy and smooth return process here.

Please contact us here immediately if you have placed your order with an incorrect address. Depending on the status of your order, we cannot guarantee that we will be able to change the delivery address. For future orders, we kindly ask you to always double check your address before completing your order.

As our main priority is to make sure that your order will be delivered as fast as possible, we are unfortunately unable to change, add or remove products from your order once it has been placed.

We apologize if there have been any difficulties completing your order. We would like to suggest trying out the four alternatives below, which usually solves this kind of issues:

• Change web browser
• Make sure that you are on our website for your specific country
• Change device (from computer to phone for example)
• Open an incognito window

Please contact us here if any of the above options do not help.

In order to find the best fit, we recommend you to look at our size guide. Our size guide shows all of our sizes, measurements and describes how we measure. We kindly ask you to measure yourself in the same way and compare those measurements to ours. On a lot of our products, we also include the size and the length of the model to make it easier for our customers to find the right size.

We deliver to all our UK customers within 2-4 business days between Monday to Friday.

Please bear in mind that we are only provided with an estimated delivery date from our carriers. On special occasions such as special promotions and holidays, orders can arrive outside the estimated timeframe due to increased order volume.

John Henric offers free shipping for all orders over £100. All other orders are shipped with a £7 freight cost.

We cover all import duties and taxes.

• UPS - Standard Home (2-4 business days) – £7 Standard delivery/FREE delivery over £100
• UPS - Express Deliver Home (1-2 business days) - £14 Express Delivery
• UPS - Express Deliver Home for Jersey Channel Islands & Guernsey (2-4 business days) - £14 Express delivery

We kindly ask you to use the tracking link that you received in your shipping confirmation email to track your order.

We are sorry to hear that you are missing a product from your order!

If the order you received does not align with your order in your order confirmation email, we kindly ask you to contact us here so we can help you.

We are so sorry that you received the incorrect product/size in your order!

If the order you received does not align with your order in your order confirmation email, we kindly ask you to contact us here so we can help you.

As soon as your order has been sent from our warehouse you will receive a shipping confirmation email with a direct tracking link to your shipment. Use the tracking link to follow your order. If the status of the order hasn’t been updated in 2-3 business days, we kindly ask you to contact us here and we will help you.

The package usually stays at the post office for 7 days before it gets sent back to our warehouse. Packages that are not collected will be charged with a fee of £10 that will be deducted from the total order amount. If you don’t want the package anymore, you need to receive the package and then return it for it to not be registered as a "not collected”.

All orders are sent from our warehouse in Helsingborg, Sweden.

Item(s) purchased on johnhenric.com are eligible for return within 30 days of delivery.

The return policy applies to item(s) that align with the criteria below:

• The product(s) must be returned in its original condition
• All labels must be intact
• All items must be returned unworn, unwashed, have no marks, stains, odors, perfume or pet hair.
• We will not accept garments that has been worn, washed, has any marks, stains, odors, or pet hair.

If an item is returned to us in an unsuitable condition, we will charge you with a fee of £10 that will be deducted from the total return amount.

For hygiene reasons, the right of return does not apply to boxer shorts where the protective plastic/packaging has been removed and is non-refundable.

All returns are subject to a handling fee of £5,9 that will be deducted from the total return amount. You can read more about returns here.

We kindly ask you to take part of our easy and smooth return process here.

We do not have the possibility to accept separate orders that have been returned in one package.

Separate orders must be sent separately. Combining different returns in the same package will slow down the refund process.

Once we have received and processed your return, you will be sent a return confirmation email. If you haven’t received the email 2-3 working days from the day we received your order back to our warehouse, please contact us here and we will help you.

Refunds will be actioned within 7 working days from the day we receive your order back to our warehouse.

If you have chosen to pay with invoice, we recommend that you pause your invoice until we have processed your return to avoid late payment reminders.

When we have received and processed your return we will adjust the order amount and update the invoice with the new amount.

Refunds will be actioned within 7 working days from the day we receive your order back to our warehouse.

We kindly ask you to double check the following:

• You have entered the same email address that is connected to your order
• You only entered numbers in the order number
• You are still eligible for a return (orders can be returned within 30 days of delivery).

No worries! If you regret your return and want to keep one or more products from your order you do not need to contact us regarding this. The registered return will not be processed as long as no products has been sent back to our warehouse.

We do not offer exchanges: we kindly ask you to simply return the product(s) and place a new order on our website. If you used a discount code in your original purchase, please contact us here and we will help you.

Our physical stores do not have the capacity to accept products that have been ordered online. We hope to be able to offer more smooth returns in the near future. Until then, we kindly ask you to return your online purchases back to our warehouse.

John Henric set high standards for all our products to achieve the highest quality. If your product appears to be defect, we kindly ask you to file a claim as soon as the defect has been noticed. This is done by sending us an email at customercare@johnhenric.com.

In the email, we ask you to describe the case as clearly as possible and the following information must be included:

• Order number
• Article number/product name
• Picture/pictures on the defect on the product
• Description of the defect and how it appeared

Each complaint is processed and assessed manually.

Unapproved claims are not send back to the sender and will be subject to a fee of £10 that will be deducted from the total return amount.

Refunds will be actioned within 7 working days from the day we receive your order back to our warehouse. We kindly ask you to allow an additional 2-3 days for your refund to appear in your account once processed.

The payment will be credited back to purchaser’s original payment method that was used to place the order.

If you have chosen a payment by invoice, we will adjust the order amount and update the invoice with the new amount.

We are sorry that you feel that you have been refunded the incorrect amount.

Hopefully one of the three reasons below will give you an explanation to why you have been refunded another amount:

• Unclaimed package

Packages that haven’t been collected will be charged with a fee that will be deducted from the total return amount.

• Item(s) was returned in an unsuitable condition

If an item is returned to us in an unsuitable condition, we will charge you with a fee that will be deducted from the total return amount. All items are inspected on return.

• Return cost

If you have chosen to buy a return label through our website the cost for the return label will be deducted from the total return amount.

If you still consider that you have been refunded the incorrect amount we kindly ask you to contact us here so we can help you!

All of our campaigns are time-limited, the deadline is stated on our new letters and on our website. If you have placed your order before or after our campaign, you are unfortunately not entitled the discounted price.

All of our campaigns are time-limited, the deadline is stated on our new letters and on our website. To be one the first ones to know about our latest campaigns you can sign up for our newsletter on the website.

Before you complete your order you can apply your discount at checkout under “add coupon code”.

Our discount codes cannot be combined with products that are already on sale. The discount codes can only be applied to full priced items.

No, our gift cards can only be bought in our physical stores in Sweden.

No, our gift card can only be used in our physical stores in Sweden.

Our giftcards are valid for 1 year. The expiration date is stated on the back of the gift card. It is not possible to extend the expiration date.

Keep in mind that your gift card code is valuable and should be treated as cash. Lost gift cards are not replaced.

Thank you for your interest!

We kindly ask you to send in your request here and we will get back to you as soon as possible.

Thank you for your interest!

If you would like to place a bigger order for your company, we kindly ask you to contact us here and include the information below:

• The company’s name
• Full address
• Phone number
• Email address