FAQs
Shipping & Delivery
Where is my order?
All orders require 1-3 days for production, this is in addition to the estimated arrival time. Personalised orders/made to order items require an additional 2-4 weeks for production. If your order has surpassed it's estimated arrival time please contact us.
Where is my tracking number?
You will be emailed with a tracking number after your order has been shipped. Personalised orders will only be marked shipped after the 2-4 week production period. This means a delay in receiving your tracking number.
Personalised & made to order items
These items take an additional 2-4 weeks for production as they are made to order. This should be stated in the item description.
How does Royal mail UK 48 Tracked service work?
This service if free for all UK orders. Estimated delivery is 3-5 days (1-3 day production period excluded).
How does Royal Mail UK Next day delivery work?
For £8.49, you can get your order delivered the next day!
Please note this doesn't apply to personalised orders.
Estimated delivery is 1 day (1-3 day production period excluded).
How does EU shipping work?
This applies to orders within the EU.
At £9.99, estimated delivery is 7-15 days (1-3 day production period excluded).
Shipping is free on orders over £100!
How does international shipping work?
This applies to all orders outside of the UK and EU.
At £9.99, estimated delivery is 15-21 days (1-3 day production period excluded).
Shipping is free on orders over £100!
Duties & Taxes
International customers are responsible for any applicable customs duties or taxes.
Returns & Refunds
Can I return my order?
- You may return non-personalised items within 7 days of receiving your order.
- Items must be in original, unused condition with all packaging intact.
- Personalised items are non-returnable and non-refundable, as they are custom-made. Any refused or returned personalised items will not be refunded.
How do I place a return?
To place a return, please email us at anaqa.info@gmail.com including your order number. You will receive an email including further instructions and a return address.
Return Fees
Customers are responsible for return shipping costs unless the item is damaged or faulty. We recommend using a tracked service to ensure safe delivery.
How long does it take to process a refund?
Refunds will be issued to your original method of payment after we receive the item in it's original condition. Please allow 5-7 working days for the refund to be processed. The release of funds will depend on your bank and their processing times.
Will I be notified when the refund has been released?
Yes, you will be notified via email once the refund has been released.
Order issues
Can I cancel my order?
Orders can be cancelled unless they have been shipped. Personalised orders can't be cancelled if production has started.
Damaged or Faulty items
In the unlikely event of receiving a faulty or damaged item, please contact us within 24 hours of delivery. Include clear photo evidence of the issue. Our team will arrange a replacement or refund where appropriate.
Wrong or Missing items
We're sorry if you're missing an item or received the wrong item!
Please contact us with 48 hours of receiving your order with photo evidence. Our team will work with you to achieve a suitable solution to make things right.
It is notable that orders including a combination of personalised and non-personalised items may be shipped separately. If you have any questions regarding this, please contact us.
ANAQA Rewards Programme
How do I earn points?
- Sign up for free
- Earn points every time you place an order, refer friends, or complete actions like following us on social media.
- Convert your points for rewards like discounts on any order!
The more you shop, the more rewards you unlock!
How many points do I earn per order?
£1 = 5 Points
Points earned per order will be calculated at checkout.
Where have my points gone?
If your points have disappeared, please contact us to reissue your points.
How do I use my points?
Convert your points into a coupon. You will be given a code which can be applied at checkout.
How do I refer a friend to get £5 off?
Share your unique URL to give your friends £5 off their order. You will also receive a £5 off coupon when they place their first order using your unique code at checkout! It's a win win situation!
I referred a friend, why haven't I received £5 off?
The recipient must place an order using your referral code at check out to qualify.
Discounts
How do I get a discount on my first order?
Receive a 10% discount on your first order when you sign up to our newsletter!
How do I use my discount codes?
Input your unique code at checkout.
Discounts can't be combined.
Free shipping on orders over £100
All orders over £100 get free shipping using the code: FREEWORLDWIDE