FAQ

How can I sign up for an account?

Creating a Hencestudio.com account is simple. Click on the option ‘Create an account’, inside the drop-down menu of ‘Account’. Enter your name, an email and a password. Before clicking on ‘Sign up’ and confirming your new account, you’ll be given the option of what kind of news you would like to receive, so that you’re up-to-date on our latest promotions and collections.

Once you have created your account, you will receive an email, welcoming you to the world of Hence.

 You can also register for an account when placing an order. By selecting the ‘Sign up’ option, you’ll save time during future purchases.

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  • What advantages are there for signing up?
  • Can I shop without an account?
  • How can I subscribe to the Hence newsletter?

What advantages do I have for signing up?

You will have access to private sales and exclusive promotions before anyone else. You’ll also be able create your own wish list and share it with friends, check your order history and address book and speed up the purchasing process. Plus, you can download your invoices and request to return an item directly from your account.

How do I access my account?

Simply run your mouse over the Sign in button in the top right corner. A dropdown will appear where you can enter the email address associated to your account, your password to sign into your account.

Customer Service

Our Customer Service department is here to help you with any doubt or issue you may have regarding our online store, purchasing process, delivery and returns, tracking your order or any questions about our physical stores. You can get in touch with us…

Monday thru Friday from 9:00 am to 8:00 pm (UTC+01:00).

Telephone: 910059749

Email: laura@hencestudio.com

Online chat

Facebook: send us a private message.

Twitter: follow us to write us a direct message.

We can assist you in both English and Spanish.

Returns

If you would like to return your order, you have a maximum of 30 days to notify and request for a return. May you read the purchase conditions at hencestudio.com

RETURN IN STORE

The simplest way to return an item is by coming to one of our physical stores (Madrid and Barcelona). Simply provide the returns form with the item you wish to return to one of our sales assistants. You may then exchange it for the same item, a gift voucher or reimbursement for the total value of the item in the same payment method you used at the purchase.

FROM HOME

 If you prefer, request a free pick-up from whichever address you choose. Simply follow these steps:

 

1.     REQUEST THE RETURN

Go to the returns area at hencestudio.com, select the order you want to return and click on return.

 

If you placed the order as a guest and you don´t have an account with us, please contact laura@hencestudio.com and we will arrange your return.

 

Once your return has been authorized, a courier will get in touch with you to set a date and time for collection.

 

2.       INDICATE THE ITEM BEING RETURNED

 

On the back of the returns form, indicate which item(s) you are returning.

 

3.       PACK THE ITEMS

Wrap the items in their original packaging, along with the filled-out returns form and close the box with the red security sticker.

 

4.       HAND OVER THE PACKAGE

Give the package to the courier when they come to collect the items you wish to return

 

5.       RECEIVE YOUR REIMBURSEMENT

The amount you paid will be reimbursed in a maximum timeframe of 14 working days, via the same payment method used at time of purchase. If you paid via bank transfer, please indicate your bank account number on the returns form.

How can I subscribe to the Hence newsletter?

To stay up-to-date with our current promotions and exclusive offers, see our latest campaigns and lookbooks and hear about our new services, subscribe to our newsletter.

At the bottom of our website, enter the email address where you’d like to receive our newsletter and click on ‘Subscribe’.

You can also subscribe when you create an account.

How can I unsubscribe from the Hence newsletter?

If you wish to unsubscribe from our newsletters, sign in and go to the Newsletter area within your account. Select the option ‘Unsubscribe’ and click to confirm.

If you wish to reduce the frequency with which you receive email from us, select the monthly option so as not to miss out on our latest news.

If you do not have an account, please contact Customer Service.

How can I close my Hence account?

To close your registered account with Hence, please get in touch with our Customer Service department.

Address book. How can I add or change my address?

You can save as many delivery addresses as you want and choose from them when you check out. To add a new address, you must first be signed in. Then save the new address under ‘Address book’.

You can also add a new address when placing an order, by selecting the ‘New address’ option.