Returns & Refunds
Q: Can I return personalised items?
A: Personalised items are specially made for you and are non-refundable or eligible for returns.
Q: Can I return non-personalised items?
A: Yes, you can return non-personalised items in their original condition within 7 days of receiving your order. Please note that ANAQA reserves the right to refuse a refund if the items are returned in a poor condition.
The cost of shipping the return is to be paid by the customer unless the item is damaged. And the refund will not include any shipping fees paid at the time of purchase.
Q: How do I return my order?
A: Please contact us via our contact form or chat box. You will be provided with an instruction manual and a return address.
Q: How long does it take to process a refund?
A: Refunds will be issued to your original method of payment after we receive the item in its 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.
Q: Will I be notified when the refund has been released?
A: Yes, you will be notified once the refund has been released.
Q: What should I do if I receive a damaged or defective item?
A: In the unlikely event of receiving a defective or damaged item, please contact us immediately. We may offer options such as a full refund (with ANAQA covering the return postage cost) or an exchange. Providing photo evidence of the defective/damaged items will be helpful for further investigation.