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General information
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In which countries can you shop online?
You can currently shop and make an order from all countries, both inside and outside of the European Union.
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Are the online shop prices the same as those in physical stores selling Henry Arroway products?
The online shop prices and those in our official store in Bilbao are always the same.
However, we are not responsible for the promotions and offers active in the different shops which make up our distribution network as they have their own commercial policies. -
Are items replenished when they go out of stock?
If a new season item is out of stock, you can get in touch with us through the contact form on the website and we will confirm whether or not we have any units available.
Also, if you would like to, you are able to subscribe to an alert list by entering your email in the field we supply next to the out-of-stock product. In so doing, you will receive an alert straightaway if the product becomes available again. -
Will I receive the same product as in the photo?
Yes, except for those products which involve processes by hand where there could be slight differences in the finished item.
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Do I want to be kept up to date with offers, lookbooks and new collections?
To receive periodic information about what's new, lookbooks, promotions and events organised by Henry Arroway, all you need to do is subscribe to our NEWSLETTER.
By clicking on "subscribe", you are accepting our privacy policy. If you change your mind, you can unsubscribe by clicking on the link at the bottom of the Henry Arroway newsletter.
You can also follow us on any of our social networks to get to know us better. You can also leave us any comments, helping us to improve day by day. -
Can I cancel my order?
You are able to cancel your order where its status allows you to do so. If no more than 12h have passed since you made the purchase, you can get in touch with us to request an order cancellation and, wherever possible, we will proceed with the cancellation. If the package has already left our distribution centre, you must wait until the package arrives at your address to make a return.
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I have received a defective product or one that I did not order
At Henry Arroway we strive to offer products and a service of the highest quality, so if the garment you receive does happen to have a defect or is not what you ordered, please contact our customer service department at info@henryarroway.com or via our contact form to report the incident within a maximum of 7 days.
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How to buy
Shopping on Henry Arroway is very simple. You just have to follow these steps:
- Choose the section (men/women) and then any of the available subcategories (down jackets, parkas, raincoats, etc.)
- To see the product and further details, click on it. You can look at colours, sizes, composition, price and other details.
- To add the product to your basket, select the colour and size and press the ADD TO BASKET button. Then, you can choose to CONTINUE SHOPPING or GO TO CHECKOUT. You can delete or add further items to your basket whenever you want.
- Once you have all the items you want in your basket, click on it to see the summary. If you are happy with the order, click on BUY.
- For the order to be processed, you must register. If you have already registered previously, navigate to the SIGN IN TO MY ACCOUNT section. This makes the process easier.
- Enter your personal details, billing and delivery information and select the payment method. Once everything has been entered, click CONFIRM PAYMENT.
- Once the purchase has been finalised, you will receive an email confirming your order.
- You can check the status of your order from your personal account and if you have any queries, please get in touch with us. We would love to help you!
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Payment methods
Henry Arroway accepts any of the following payment methods:
- Debit or credit card: visa, mastercard...
- PayPal
- Payment in instalments with Sequra
- Bizum
Security
Purchases made through henryarroway.com are completely secure. Henry Arroway takes precautions to protect our clients' personal data. Data is transmitted in an encrypted format and information is protected by one of the best encryption software on the market - SSL.
For payments by credit and debit card, you are required to enter the CVV (Card Verification Value), a code printed on the back of the card which is used as a security measure for electronic commerce transactions.
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Delivery costs and timescales
- FREE shipping for mainland Spain on all orders. Shipping to Ceuta, Melilla and the Balearic Islands is 12 euros and to the Canary Islands it is 20 euros. Shipping to other countries in Europe starts from 20 euros. Shipping outside of Europe will vary.
- For orders made Monday to Friday before 12:00pm, estimated delivery is 1-3 working days.
- WARNING! During holiday and sales periods, deliveries may take longer than usual.
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Returns
How do I prepare my package to return it?
You have 20 calendar days to return the item from delivery of the order to your house.
To return a Henry Arroway product, you must follow these steps:
1. Log in
- Log in and select the product you wish to return from your order history.
- Click on the SEUR link that appears on screen and follow the steps the fill out the required information (collection type, name, collection address, time slot...): Select HOME COLLECTION or DELIVER to SEUR PICK UP SHOP.
- Next, click on the "print returns label" link after completing the steps with SEUR.
2. Prepare the package
- Place your item in the original packaging with the delivery note, hanger and garment bag.
- Attach the printed SEUR label if you have chosen to return your item via a SEUR pick up shop.
- If you have chosen home collection, there is no need to print a label.
- REMEMBER: you can print the label as many times as needed. You have only 5 days to download the label.
3. Hand over the package
- Wait for the courier to arrive and hand it over.
- If you have chosen the pick up shop option, take the package to the nearest SEUR shop. A list of shop locations can be viewed here.
- You have 5 days to drop the package off at the SEUR shop.
4. Refund
- Once we have received the return and checked the condition of the garment, the refund will be processed.
- Please allow up to 20 calendar days to receive the refund from when you drop off/hand over the package.
Conditions
FREE shipping and returns for mainland Spain on all orders.
You can request a refund within 20 calendar days of delivery of the order to your house.
Delivery costs and timescales
Region Cost Timescale Mainland Spain FREE 1 - 3 working days Ceuta and Melilla 12€ 2 - 5 working days Balearic Islands 12€ 2 - 5 working days Canary Islands 20€ 3 - 7 working days Other countries From 20€ depending on the country Mainland Spain
- Free returns for mainland Spain on all orders.
- We only accept returns of garments received in the original packaging and which do not show any signs of having been worn or washed.
- Henry Arroway reserves the right to refuse returns sent after the established time period, or items which are not found to be in the same condition as they were.
- Once we have received the return and checked the condition of the garment, we will process your refund straight away. This process can take up to 20 days.
Ceuta and Melilla
- Returning goods is at the customer's expense and costs 12 euros (Ceuta and Melilla).
- We only accept returns of garments received in the original packaging and which do not show any signs of having been worn or washed.
- Henry Arroway reserves the right to refuse returns sent after the established time period, or items which are not found to be in the same condition as they were.
- Once we have received the return and checked the condition of the garment, we will process your refund straight away. This process can take up to 20 days.
Balearic Islands
- Returning goods is at the customer's expense and costs 12 euros (Balearic Islands).
- We only accept returns of garments received in the original packaging and which do not show any signs of having been worn or washed.
- Henry Arroway reserves the right to refuse returns sent after the established time period, or items which are not found to be in the same condition as they were.
- Once we have received the return and checked the condition of the garment, we will process your refund straight away. This process can take up to 20 days.
Canary Islands
- Returning goods is at the customer's expense and costs 20 euros (Canary Islands).
- We only accept returns of garments received in the original packaging and which do not show any signs of having been worn or washed.
- Henry Arroway reserves the right to refuse returns sent after the established time period, or items which are not found to be in the same condition as they were.
- Once we have received the return and checked the condition of the garment, we will process your refund straight away. This process can take up to 20 days.
International: EU and non-EU countries
- You have 20 calendar days from delivery of the order to your house.
- For orders placed in European Union countries, the shipping cost will be 20 euros.
- In the case of a factory defect or anything for which the customer is not responsible, please get in touch with info@henryarroway.com
- We only accept returns of garments received in the original packaging and which do not show any signs of having been worn or washed.
- Henry Arroway reserves the right to refuse returns sent after the established time period, or items which are not found to be in the same condition as they were.
- Once the goods have been checked by our after-sales department, the refund will be processed.
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Registration
Registering with henryarroway.com is really easy and will offer you many benefits that you can enjoy every time you shop:
- There is no need for you to enter all your details each time you want to make a purchase - you will save time and the process will be much more comfortable.
- You can view the status of your orders.
- You are able to manage your returns quickly and easily from your personal area.
- You are can add items to your "favourites" so you do not forget about them.
I have forgotten my password
- If you cannot remember your password, do not worry. You can easily recover it by going to LOG IN and clicking on "forgotten your password?". Enter your email address and you will receive an email with a link that allows you to create a new password.
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Looking after and maintaining your garments
How to keep your down jacket pristine
You will also be able to find this information on the packaging labels of your garment.
Warning! If the garment has fur, remove the hood or the fur piece for correct washing.
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Contact
- Email: Write to us via the contact form you will find by clicking here or email info@henryarroway.com
- Telephone: You can get in touch with us by calling +34 603 681 955. Our telephone opening hours are Monday to Friday 08.00 to 14.00. If your prefer, you can send us a message through WhatsApp.
- Postal Address: If you prefer to write a letter, please send it to the following address:
Rd Bilbao – Plencia km 17,
P.A.E Asuaran – Building Archanda Pab 2B
48950 Erandio (Vizcaya) - SPAIN
