Refunds and exchanges
We hope you love what arrives. If it is not quite right, here is exactly how returning it works.
Your 14-day right to change your mind
The full legal wording of this right, and the model withdrawal form, are on our right of withdrawal page.
If you are buying as a consumer in the EU, you have a legal right to withdraw from your order within 14 days of receiving it, without giving a reason. This is a statutory right, not something we grant.
The 14 days run from the day you, or someone you nominate, takes physical possession of the goods. If your order arrives in more than one parcel, they run from the day the last item arrives.
Tell us within those 14 days that you want to withdraw. You then have a further 14 days from telling us to send the goods back.
You can use the model withdrawal form if you prefer, but you do not have to. An email is enough.
How to start a return
Email anaarandco26@gmail.com with your order number and the item you would like to return. We will send you the return instructions.
Please wait for those instructions before posting anything back.
The condition we need it in
Please send the item back in the condition you received it:
- Unworn and unused beyond what is reasonably needed to check the fit
- With original tags attached
- Clean and free from marks, fragrance or damage
- Packed securely for the journey back
You are allowed to handle a piece the way you would in a shop — to see what it is and check the fit. If you handle it more than that and its value drops as a result, we may reduce your refund to reflect that.
Please take care when trying on clothing, particularly around make-up, perfume and jewellery.
Return postage
Unless your order arrived faulty or incorrect, the cost of returning it is yours.
We strongly recommend using a tracked postal service and keeping your proof of postage until your refund has reached you.
If something arrived faulty or wrong
Contact us before sending it back so we can arrange the next step. Where we sent the wrong item or it arrived faulty, we cover the return postage.
This is separate from the 14-day withdrawal right above, and it is not limited to 14 days. Under Dutch law you are entitled to goods that match their description and work as they should. If they do not, you may be entitled to repair, replacement, a price reduction or a refund. See our terms and conditions for more.
Exchanges
Since we work in small runs, we do not hold stock aside for exchanges.
The simplest option is to return the original piece for a refund and place a new order for the size or style you would prefer. If you love something, we would rather you did not have to wait for your first parcel to make the journey back before securing it.
Refunds
Once your return arrives, we will check it and process your refund.
Refunds are made to your original payment method. Please allow 14 working days after processing for the money to appear, depending on your payment provider.
We will refund you within 14 days of you telling us you are withdrawing. We may hold the refund until we have the goods back, or until you show us you have posted them, whichever comes first.
The delivery charge
If you withdraw from your whole order within the 14-day period, we refund the standard delivery charge you paid to receive it, as well as the price of the goods.
If you chose a faster or more expensive delivery option, we refund the cost of our standard option, not the premium.
If you keep part of your order and return the rest, the delivery charge is not refunded.
Items that cannot be returned
Our standard clothing and accessories are subject to the usual online right of withdrawal.
If we later offer an item that falls within a legal exception — for example, something made specifically to your requirements — this will be stated clearly on its product page before you buy.
Still not sure?
Email anaarandco26@gmail.com and we will help.
