We do our best to surpass your expectations and here is a breakdown of how we operate.
www.hentley.co (ref as website)
We encourage you to read through the following basic terms which govern your use of the websites content and the use of purchased products through our website. By using our website and by purchasing products you agree to abide and be bound by these standard terms.
1. Customer Service
Hentley is committed to providing the highest quality products and following up with a professional service. We are looking at growing a long term relationship with customers, not just selling you a product. If you have any questions or concerns about a product, your order, or just want to say hey, just get in contact. We love hearing from you! Email: firstname.lastname@example.org
With customers all around the world, we are happy to send our products to anywhere that has a letterbox, including PO Boxes.
While we try our best to ship all orders within 1-2 working days, we can't control the delivery times beyond our end.
We use Australia Post for all deliveries and ship all orders with tracking details allowing you to monitor your packages whereabouts at all times. Upon shipment you will receive a notification of dispatch.
Shipping rates are quoted with each order and are unique to each global destination.
All shipments within Australia are sent with Signature on Delivery. We highly recommend shipping with signature upon arrival to ensure the safe delivery of your item. Should you choose to ship without signature upon delivery Hentley cannot be held responsible for any parcels that are lost or stolen as a result of selecting no signature upon delivery.
When authorising Hentley to release the signature 'no signature' on delivery you are giving us an authority to leave your shipment when placing an order. If you do, you understand and agree that this authority to leave gives us and/or our couriers permission to leave the Order in question unattended by the front door – or, where applicable, at the reception or concierge's desk, or as per your instructions – of the delivery address without obtaining a signature confirming delivery at the delivery location. In these circumstances, you understand and agree that by granting us authority to leave, we and our couriers are released of all responsibility and liability for the Orders delivered and left unattended, and that this responsibility and liability transfer to you on delivery.
3. Currency and Pricing
All transactions on our website are processed in Australian Dollars (AUD). All products prices are displayed in full, inclusive of all taxes. There are however a few countries who may have additional import taxes or duties which are the buyers responsibility.
All final costs are shown on the checkout page before the final payment is required.
4. 5 Year Unlimited Warranty
All of our products are covered with a manufacturing guarantee from the day they were purchased. The warranty covers all manufacturing processes, including stitching, materials and assembly. The leather will stand the test of time if it's taken care of and kept nourished, however this is beyond our control and up to each owner to maintain. Should an item be mistreated or not maintained properly the warranty may become void when inspected by Hentley.
The Warranty entitles the original purchaser to product repairs, related to stitching or original assembly, throughout the products lifetime over 5 years. The warranty does not allow for refunds or leather replacements.
We make great products that are designed for you to enjoy for a long time. We want you to use your product everyday and encourage that you take good care of it. Wallets that get heavy everyday use may wear down overtime so they may need a small repair or clean every now and again.
Unintended manufacturing defects should show within 6 months so in the unlikely event that this occurs please get in contact so we can determine the cause and find a solution to get you back up and running quickly. Warranty does not apply if damage was caused by unreasonable use or neglect to the product or general wear and tear.
If you want to know about product care or general product support, email email@example.com
Be sure to keep your receipt and order number ready.
5. Return Policy
We will assist in our full capacity to make returns easy and to ensure you're happy with your purchase.
For products that are damaged due to manufacturing errors we will happily exchange.
Bottom line is that we want you to be happy with your Hentley purchase. Make sure you choose carefully before hitting the order confirmation button. If you open your goods and find they are not quite right for you, please get in contact at firstname.lastname@example.org and state your order number. We will then look at your order and email you return delivery details and instructions on how to send it back to us.
Time Frame: You have 30 days from receiving your order to posting your item back. (It must be postmarked within the 30 day period otherwise return will be void). We are a small independent business therefore receiving goods back in perfect condition and in a timely fashion is crucial for us. If a shipment is received after the 30 days a store credit will be issued.
Product Condition: Please make sure your returned goods are brand new, unused and in the original condition. Must also include all original packaging and tags.
Exchange: We are not able to exchange goods directly. If you decide you would like another product due to wrong decisions we will be able to issue you with a store credit to process another order. All shipping for exchanged goods due to wrong decision is the buyers responsibility.
Refund: Once we have received your return we will look over your order and do a thorough quality check before issuing a refund or store credit depending on the situation. Keep in mind refunds may take up to 10 working days to process, depending on your payment method. Please also note that shipping costs and import fees are not refundable.
Exceptions: Hentley is not held responsible for any goods lost in transit when returning your order. We highly recommend you use a trackable service when returning an order. If a shipment is received damaged, we will then contact you with photos of the damage so you can rectify the matter with your selected shipping company.
Monogrammed Items: Please note that all leather goods embossed (monogrammed) with initials are unable to be returned or exchanged.
The contents of www.hentley.co are intended for personal users to browse and for the use of purchasing merchandise directly through the website.
All content of this website, includes but not limited to; images, written copy, product details, product specifications and company details are allowed to be used for personal use however no right, title or interest in any materiel or materials obtained from www.hentley.co are transferred to the user as a result from copying or downloading from the website www.hentley.co
No reproduction, publication, display, distribution, creation of similar works, resale of content or product sold through the website, or exploitation is allowed in whole or in part of any of the contents of the website, www.hentley.co
All credit card and transaction information is protected by the same level of security used by banks: a 256-bit SSL certificate. Purchase with confidence and know that your details are safe and never shared. If you have any questions regarding our security, please get in touch at email@example.com
7. Pre Orders
Pre Order items are shipped on the specified date outlined in the product description section. Generally this will never be more than 21 (3 weeks) working days. The payment is captured immediately when the order is placed to secure the item for the customer. A product is available for pre order when the checkout button on the product page is labelled 'pre order' instead of 'add to cart'.
8. Gift Cards
All Gift Cards are dated and take effect from that day forward. Gift Cards are valid for a full 12 months form date of issue unless stated otherwise.
9. Embossing (Monogramming)
Please note that all leather goods embossed (monogrammed) with initials are unable to be returned or exchanged.