Our Policies

Henry's Shoes has one goal in mind: giving our customers a fair, rewarding and enjoyable shopping experience. We conduct business according to the same values and we know that the better our service, the more customer loyalty we enjoy. Our store policies are detailed below. Please have a look at them and contact us if you want to learn more.

Returning Store-bought merchandise 

Unworn merchandise purchased at one of our locations can be returned within ten days for an exchange, Store Credit or Refund. Merchandise must be returned to the place it was purchased from within ten days, unworn, in the original packaging, and accompanied by the receipt. 

Refund Policy

 

  • Merchandise can be subjected to a full refund within 10 days of the date of purchase.

  • Sales items exceeding 25% are final sales and cannot be returned.

  • Merchandise must be returned to the place it was purchased.

  • Merchandise must be accompanied by its packaging and receipt.

  • Packaging left at the store will remain available for 7 days before recycling.

Merchandise returned within 30 days can be subjected to in-store Credit or Exchanged for another pair plus any difference. Refund requests after 10 days are subjected to a 20% restock deduction. Merchandise is inspected and our staff has the right to question or decline any returns to merchandise that does not comply with our policies. Merchandise cannot be returned after 45 days.

Returning Online Purchases

For online purchases made on henryshoes.com, you may return unworn merchandise within 30 days of the date of dispatch. You will be provided with a refund, less any shipping charges. Returned merchandise must be received at our primary location in its original packaging and condition within 30 days. Once a return is received, it may take 5 to 10 business days for your refund to be processed.

  • To make a return. Please phone or contact us about your return request.

  • You are to return any online merchandise to the Trochu location.

  • Online orders can only be processed as refunds. 

  • The parcel is your responsibility until it arrives back with us.

  • Online merchandise must be returned unworn while accompanied by its original packaging and receipt. The presence of a receipt is mandatory to process the return.

  • Any sales items exceeding 25% are final sales and cannot be returned.

Exchange / In-store Credit Policy for Online Orders

  • Exchanges or In-Store Credit for online purchases are in-store only.

  • Merchandise is to be returned to our Trochu location.

  • Merchandise returned within 30 days can be subjected to in-store Credit or Exchanged for another pair plus any difference.

Online merchandise returned after 30 days is subject to a 20% restock deduction. Merchandise is inspected and our staff has the right to question or decline any returns to merchandise that does not comply with our policies. Merchandise cannot be returned after 50 days.

In-Store Customer Accounts

Henry's Shoes Ltd. uses a POS system that records client accounts by [Last Name) and (First Name) respectively. We will kindly ask for your contact information as this data is used to compile past purchases, manage warranty / refunds and account for personal store credits or giftcards. If deemed necessary, we may also request additional data such as your phone number and postage information if you place a mail order. We understand the importance of privacy and value protecting your personal information. As a result, our customer information is stored locally and will never be distributed or shared in any circumstance.

Database policy

It isn't mandatory, but we do recommend it for your benefit. Without record of your past purchases we may be unable to guarantee warranty for items that qualify. In addition, our system helps verify purchases in the event you may need a return or exchange.

If you have any further questions, please do not hesitate to ask our staff or contact us directly from the "Contact" page. 

Accepted Payments and Online Orders

Product between Henry's online and on-site database cannot be synced to guarantee stock status. Quantities that are shown are not an exact representation of the current size or stock availability which requires further attention from our staff. To start an order. You must start a chat request to get ahold of our staff team. Once our staff is aware of your request, the model and attribute (Size, Colour, Style etc.) is checked for availability from both wear-houses; Trochu and Olds respectively. 

If your order is in stock and can be fulfilled, you will be contacted with instructions on the proceeding steps. If stock cannot be fulfilled, you shall be notified accordingly. Products that are expected to be 

re-stocked can be placed on back order. 

Ordering Online

  • Press "Chat now"

  • List the title of the product and requested size in the chat window.

  • Our staff will contact you with availability.

Ordering Via Telephone

  • Have the title of the product and requested size ready.

  • Contact our stores available line 

    • 403-442-3065​

Accepted Online Payments

 

Credit and Debit Cards: Payments are made via chat, payments are sent via invoice to the customer. Where payment information can be securely entered into a provided form. All payment information given is anonymous and is not saved.