FAQs

How can I contact Henvivi?
You can email us at contact@henvivi.com — our customer service team is here to help with anything you need.

Do you ship worldwide?
Yes, we ship internationally.

Where do you ship from?
All orders are shipped from our facility in Hong Kong.

Can I change or cancel my order?
We process orders fast — so if you need to make a change or cancel, please contact us within 12 hours of placing your order. After that, the order will already be in motion. But don’t worry — once it arrives, you can return it for a full refund if needed.

What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, AMEX), PayPal and Apple Pay.

When will my order be processed?
Orders are processed Monday through Friday, usually within 1–3 business days. Once processed, they ship the next business day. During holidays or big sale events, processing may take a little longer.

How long will it take to receive my order?
Due to high demand, orders typically arrive within 7-14 Days.

What if I don’t receive my order?
If your order hasn’t arrived within 30 days of shipping, you’re eligible for a full refund.

Will I be charged customs and taxes?
Our prices are tax-free in AUD. However, your local customs office may charge import duties or taxes once the order arrives. These fees are your responsibility. We’re not liable for delays caused by customs. For details, check with your local customs authority.

How do I return an item?
Email us at cs@henvivi.com and we’ll walk you through the return process.

What if the item I received is damaged, incorrect, or defective?
Let us know right away. Send us your order number, photos of the item, and a brief description to cs@henvivi.com. We’ll fix the issue as quickly as possible.

When will I receive my refund?
Refunds go back to your original payment method. If you paid by card, it may take 7–10 business days to show up. Still waiting? Contact your bank or card provider — sometimes it takes a little longer to reflect on your statement.