• General Information

    • In which countries can I shop online?
    • You can currently shop online in all European Union countries.
    • Are the prices of the online store and other physical stores where Henry Arroway products are sold the same?
    • The prices of the online store and our official shop in Bilbao are always the same. On the other hand, we are not responsible for promotions and offers made by the different stores that make up our sales network since they have their own commercial policy.
    • Are out of stock items restocked?
    • If the item you like is not available in the size and colour you want, you can contact us through the contact form and we will confirm if there is stock available for the model you want. Moreover, if you want, you can join our waiting list. Go to the product file of the item you like, choose your favourite colour and select your size. Then enter your e-mail address and we’ll send you an e-mail when the item is available once more
    • Will I receive the same product that I see in the photo?
    • Yes, except in the case of products which are hand crafted in which there may be slight differences in the final product.
    • I want to be up to date with the offers, new collections and lookbook.
    • To receive periodic information about news, lookbook, promotions and activities organized by Henry Arroway, you should register in our NEWSLETTER.
    • By clicking "subscribe", you accept our privacy policy. If you change your mind, you can unsubscribe through the link at the bottom of the newsletter.
    • You can also follow our social networks to leave your comments and help us improve day by day.
    • Can I cancel my order?
    • Yes. You can cancel your order as long as its status allows you to. If it has not been more than 12h since you made the purchase, you can contact us and whenever possible, we will proceed to the cancel your order.
    • If your order has already been sent, you can return your garments once you have received your order. For more information, consult the Exchanges and returns section.
    • The items received are incorrect or are defective. What should I do?
    • If you have received an item which is defective or different to the one purchased, get in touch with our customer service department to notify the incident within 7 days after receiving the order. We will refund these items and the delivery expenses as soon as we receive them at our warehouses and inspect the condition of the garments.
  • How to buy

    • Buying at henryarroway.com
    • Buying at Henry Arroway is very simple. You just have to follow the following steps:
      • 1. Choose the section (women / men) and then the product type (down jackets, parkas, trench, etc).
      • 2. To visualize the product and its details click on it. You will be able to consult colours, sizes, composition, price and other details.
      • 3. Select an item of clothing and add it to your basket. You can then choose to continue shopping or to process order. You can remove or add any item from the basket whenever you want.
      • 4. Once you have your favourite items in your shopping basket, click on it to see the summary. If you agree with the order click on BUY.
      • 5. To process the order, you must register. If you have already registered before, go to the ACCESS MY ACCOUNT section. In this way the process will be easier.
      • 6. Enter your personal information, billing information and select payment method. When it's all, click CONFIRM PAYMENT.
      • 7. Once the purchase is finished you will receive a confirmation e-mail with the details of your order.
      • 8. Check your e-mail, where you will receive Track the status of your order on our website, and if you have any queries, ask us!
  • Payment methods

    • Payment methods
    • You can choose between various payment methods:
    • Debit or credit card
    • Paypal
    • Security
    • Buying at henryarroway.com is totally safe. All transactions are performed through secure payment systems. Confidential payment details are transmitted directly in encrypted format (SSL) to the entity.
    • For payments with credit and debit cards, you are required to enter the CVV (Card Verification Value), a code printed on the card that serves as a security measure during electronic commerce transactions.
  • Shipping

    • Delivery dates and charges
    • The delivery dates and charges depend on the type of delivery. Free shipping over 100€ applicable to Spain (Peninsula and Balearic Islands) within an estimated delivery time of 1-2 business days. For other countries read shipping conditions.
    • The delivery time for orders placed Monday to Friday before 13.30pm will be will be processed within the first 24 hours (except holiday periods).
    • ¡AVISO! En periodos de rebajas y promociones, el plazo de entrega puede ser superior al habitual.
    • NOTICE! During sale period and promotions, the delivery time may be longer.
    • Can I track my order?
    • Yes. All the orders are sent through SEUR. You can see the update status of your order within the “MY ACOUNT” in “MY ORDERS” section.
  • Exchanges and returns

    • Conditions
    • EXCHANGES of the same model for another size or colour are free. In the case of RETURNS, you will be deducted 6 euros of the amount to be returned.
    • You can request a return through return & shipping section.
    • Make sure the merchandise you return is in its original conditions (tags and packaging included), otherwise we will be unable to accept your return or exchange. You may return any product within 14 days of the delivery date. Once we receive your package, the refund or exchange will be processed in the following days.
    • How can I make an exchange or return?
    • To exchange or return a Henry Arroway item you must follow these steps:
      • 1. Log In
      • Log in and select the item you want to return in your order record.
      • Click the SEUR link and follow the steps to complete the form (collection method, name, address, time zone, etc.)
      • Print the label with the shipping data and paste it in a visible area of the box.
      • 2. Pack the item
      • Indicate on the invoice if it is a return or a change (in that case, point out new colour and size)
      • Enter the garment in its original box, including invoice and other accessories like hangers and bags.
      • Close he box with adhesive tape.
      • Paste the printed SEUR label in a visible area of the box.
      • If you need, you can reprint the label from your account in “my return” section
      • 3. Delivery the package
      • If you have chosen pick-up at home, wait for the courier and deliver the package.
      • If you have chosen the other option, take the package to the nearest SEUR pickup store. You can check the list of pick up stores here: (https://www.seur.com/busqueda-tiendas.do)
      • 4. Money refund
      • Once we receive your return, it will be processed it in the following days. When your return has been accepted, your refund will be issued and you will receive a confirmation email.
      • Note that it may take up to 10 days until you receive the money refund.
  • Registration

    • Register me at  henryarroway.com
    • Register at henryarroway.com and start enjoying numerous benefits:
      • Save time on your future purchases by not having to enter your details every time
      • Query the status of your orders at any time
      • Check the record of your purchases
      • Add items to your Wishlist and keep an eye on them
    • I´ve forgotten my password
    • If you cannot remember your password, you can recover it easily in the Log-in section. Enter your e-mail address and we'll send you an e-mail telling you what you need to do.
  • Care your garments

    • How to care your down jacket?
    • Attention, remove fur accessories before washing!
      • 1. Wash machine with cold water. Before washing, put your garment backward with zippers closed. Use soft soap, it is not recommended to exceed 1200 RPM dry spin.
      • 2. NOTE! When you take the garment out of the washing, the feather is going to be wet. Consequently, the feather is going to group in zones and look thinner. Don’t worry, its normal. Continue with the drying process and the garment will return to its being.
      • 3. Lie on the clothesline in a horizontal position, far from the sunlight and in a dry place. Shake the garment every 2-3h until its completely dry in order to recover its shape and original volume.
      • 4. In case of having a dryer and once the garment is dry, put it on the dryer with three tennis balls inside. Use a slow speed and low temperature program.
  • Contact us

    • Telephone
    • You can call us on 9440396 103. The telephone assistance hours are Monday to Friday, from 8.00 to 14.00.
    • Post
    • If you prefer, you can write to us at the following address:
      Ctra Bilbao – Plencia nº17,
      P.A.E Asuaran – Edf. Archanda Pab 2B
      48950 Erandio (Vizcaya) - SPAIN

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