FAQ's

DISPATCH AND SHIPPING

What are your dispatch timeframes? 

During the busy BFCM sale period, please be aware that order dispatch can take up to 7 business days. And please allow and extra 10 business days for orders that contain personalised items (backpacks, Christmas stockings).  

Most orders are dispatched within 1-2 business days but dispatch can take up to 3 business days. And please allow an extra 5 business days in addition to these for custom orders (backpacks and Christmas stockings).   

 

What are your shipping options?

We ship orders via Australia Post standard shipping. There is an option to upgrade to Express shipping at checkout. International orders are shipped via Australia Post International Express, excluding orders to the norther USA and Canada, which are shipped via DHL Express.  

 

Where do your products ship from?

Our products ship from Perth, WA, Australia.  

 

Do I have to be home to receive my order?

We ship all our orders with tracking and a request for a signature. This is to make sure that your order is not left unattended at the delivery address.  

 

Are there shipping restrictions on certain products?

We are currently unable to ship some of our larger items internationally, such as our floor cushions. If you have any queries about shipping specific items internationally, please contact us at help@henlee.co 

 

PRODUCTS

What is vegan leather?

Our vegan leather fabric is custom manufactured for our brand and contains zero animal materials.

The fabric composition is nylon or polyester & cotton (depending on our single sided and double sided fabric) and with a thin layer of non-toxic polyurethane (PU).

This top layer of PU gives the fabric the beautiful texture and buttery soft feeling of genuine leather however it is water impermeable & stain resistant. It really is that amazing!

As a new brand we spent a lot of time researching the different types of vegan leather fabric available and in the end, we decided to create our own to ensure the quality was top notch and to be able to curate our own custom colours.

 

Why do you call it vegan leather?

The term vegan leather is commonly used for this type of fabric and is factual that it contains zero animal products or by-products.

Some so called "vegan leather" fabrics do contain a small percentage of genuine leather particles, where as ours does not.

 

Is your vegan leather safe for children?

Absolutely. Our vegan leather is custom made for our brand so we have control over the standards produced. It is manufactured to strict international safety standards for children's products (EN-71) and then independently tested to ensure it contains no lead, arsenic, chromium and a long list of other harmful heavy metals and toxic substances.

 

How can I smooth out the crease lines on my mat?

By folding your mat it naturally develops crease lines. Through using your mat these crease lines will disappear however to expedite this we recommend that you hang your mat overnight (using the hang strap) as weight helps a lot.

Further to this you can place your mat in direct sunlight for an hour or so. To avoid recurrence of crease lines, hang your mat to store rather than fold. 

Do you make custom products? 

We currently offer customisation options on our Frankie Backpacks and our Christmas stockings. However, we are unable to offer custom sized mats or custom bunting colours.  

 

Are your products waterproof/suitable for outdoor use?

Our range of mats are 100% waterproof and are designed for outdoor use.  This excludes the quilted playmat which is waterproof to a slightly lesser extent due to the quilted stitching. This mat is still suitable for outdoor use but just make sure it is fully dry before storing it (which you should also do with our other mats too!).  

The loungers can also be used outdoors for short periods, but we do not recommend storing them outdoors so that they are not exposed to the elements for too long.  

 

Can I see your colours/products before ordering? 

You can order colour swatches so that you can see our colours in person. These are available here: henlee.co/products/colour-swatch.  

There are several stores which also stock our products. Please see our page of stockists: henlee.co/pages/stockists.  

You are also welcome to visit our warehouse in Malaga, Perth to see some of our products. Please be aware though that the Malaga address is not a shop/showroom, we are a warehouse with some items on display.  Although we hope to have more of a showroom in the near future!  

 

Do your loungers come pre-filled?

Due to high shipping costs, we do not sell our items pre-filled (this excludes the floor cushion, which ship with a cushion insert). You can easily purchase beanbag beans or foam from shops like Big W, Spotlight and Kmart.  

Have any further questions? We're here to help, email us at hello@henlee.co

 

Policies  

Please note, different policies are applicable during the BFCM sale period. Please follow this link: henlee.co/pages/black-friday-2023-faqs

What is your shipping policy?

Please follow this link for our full shipping policy: henlee.co/policies/shipping-policy

What is your refund and cancellation policy?

henlee.co/policies/refund-policy