FAQs

ORDER

Which size to choose? Size guide
You can take your usual size in all our models. If you are between two sizes, take the larger size of the two.

Lovely boxers: Men/Women choose your usual size,
Blue boxers (x L'Impératrice):
- Men: order one or two sizes larger
- Women: take your size usual.

How soon will my order be ready?
We prepare your order within two (working) days, which is this one.
Delivery in France: generally delivered in 4 days ( 2 days of preparation (working days) + 2 days of colissimo delivery).
Delivery outside France: the time varies depending on your country + 2 days of preparation (working days).
Withdrawal in store: You receive a message telling you that your order is ready within two days of placing your order (working days).

Do you deliver internationally?
Yes, Henriette H delivers everywhere in France and abroad.
Shipping costs are free at from 200€.

ORDER WITHDRAWALS

Where can I collect my order?
Directly at the store at 22-24 rue du Château d'Eau in the 10th arrondissement, Paris

How long do I have to collect my order?
We keep your orders for as long as you want.

TRACKING

What should I do if my part has a small defect?
We make sure to offer you products of the best possible quality, however if the purchase has a small defect, we invite you to contact customer service at contact@henrietteh.com

If the product is validated as being defective by customer service,
we will send you a conforming part of the item ordered upon receipt of your defective item.

What should I do if an item is missing from my order?
We prepare orders with care and precaution, however if an item is missing from your order, please contact customer service. We will answer you as soon as possible.

Is it possible to cancel or modify my order?
Once your order has been validated, it is not possible to add or remove items or modify a model by another.
If your order has not yet been taken into account by our logistician and you wish to change the size/color of an item or your delivery address, contact us as soon as possible at contact@henrietteh.com indicating the reference of your order and the modifications to be made.

PAYMENTS AND DISCOUNTS

Is payment secure?
Payment is 100% secure. Transactions made on www.motusboutique.fr are secured by PayPal and Stripe payment systems. All information exchanged to process the payment is encrypted using the SSL protocol. This data cannot be detected, intercepted or used by third parties. They are also not stored on our computer systems. When you are asked to enter your credit card number, you can check from your browser that you are in a secure area.

What means of payment are accepted?
You can pay on our site with your credit card (Visa or Mastercard, American Express), or via Paypal, Stripe
In store with your bank card (Visa or Mastercard), or in cash.

Discounts?
Several times a year, we offer discounts and promo codes.
To be informed in advance, do not hesitate to subscribe to our newsletter and on our social networks Attached our Instagram: https://wwwinstagram.com/henrietteh/
You also have the "Last chance" tab with our old collections at very low prices.

CRAFTS

By whom are the embroideries made? Where?
We do the embroidery ourselves in our Parisian workshop. We take care to treat each order by hand with delicacy and passion.

Where do the yarns and fabrics used for my Henriette underwear come from?
Our fabrics come from Europe, our sponge is made in France.
We try to favor fabrics certified by the oEkO-TEX label.

Where are the candles made?
Our artisanal candles are made exclusively in France, in Grasse, the world capital of perfumery. Their wax is 100% vegetable.

ACCESSIBILITY

Do you have a Henriette H store to try on the clothes?
Yes, we invite you to discover the store at 24 rue du Château d'eau 75010 in Paris.
We are open Tuesday to Saturday from 11 a.m. to 7 p.m.

How do I contact customer service?
To the following email address: contact@henrietteh.com or directly via our contact form.
Or by phone at 01 40 38 43 95 during our opening hours.

EXCHANGES AND REFUNDS

Can we exchange or return an item?
We accept exchanges and returns after validation.
Any item returned incomplete, damaged, damaged, washed or stained will not be taken back and reimbursement is not possible.

Is it possible to exchange a personalized product?
No, we do not accept returns on personalized products.

How much time do I have to return?
We accept returns up to 15 days after receipt.

After how long will I be reimbursed?
Refunds are made between 24 and 72 hours after receipt of the return package.

Can we make a return from another country?
Yes, the terms of exchange and refund are the same everywhere in the world on our products.

Can we return one or more items directly to the store?
Yes.

Can we refund an item purchased at the store?
Yes.

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