FAQ
Welcome to our luxury boutique's FAQ section, designed to answer all your questions and provide you with an exceptional shopping experience. This section gathers answers to the most frequently asked questions to facilitate every step of your journey with us, from discovering our collections to receiving your items.
For any specific requests or additional assistance, our customer service team remains available and attentive to your every need. Contact us by email at contact.client@annawans.com .
Account
How do I create an account on Annawans.com?
Creating an account is very easy. Simply click on "My Account" or when you place an order you will be prompted to register your information with your email address and password
How can I track my order?
When your order is shipped, you will receive an email with the tracking link for your order. You can always contact our carrier for more information regarding the routing of your package.
What are the benefits of creating an account?
Set up “My Account” and customize your preferences. Your account stores information such as your order history and your billing and shipping address. It also gives you the ability to track your order. The password ensures that only you have access to your account information.
How do I delete my account?
To delete your account and your personal data, we invite you to contact our customer service in writing at the email address contact.client@annawans.com.
Delivery information
Which country can I get delivered to?
ANNA WANS offers delivery in France and internationally, in all countries, except in special situations. You can contact our customer service for more information.
What shipping service do you offer?
We offer shipping to any personal postal address, with packages delivered against signature. Delivery to a relay point is also offered on our Online Store. Your package is delivered by Chronopost in Metropolitan France and by UPS for the rest of the world.
For international delivery, do I have to pay customs fees?
Product prices are expressed in Euros, all taxes included and customs duties excluded. For orders outside the EU, customs duties are payable. ANNA WANS cannot be held responsible for any action and/or costs and/or taxes and/or delays due to customs over which it has no control. **French overseas islands
How long will it take for my delivery?
International:
- Standard Delivery: 2-4 working days
- Delivery to Relay Point: 2 - 6 working days
Orders are generally delivered within 2-3 business days from the dispatch email. Delivery times are indicative and do not take into account possible delays caused by payment authorization and/or stock availability and/or customs clearance times.
Has my order been shipped?
When your order is shipped, you will receive an email with the tracking link for the package, so you can follow its progress. All orders are shipped by our carrier and are fully traceable on their website, thanks to the tracking link we send you. You can always contact them if you have any questions regarding your shipment.
I haven't received my order. What should I do?
We invite you to contact the carrier as well as our customer service at contact.client@jacquemus.com
Orders
How do I know my size?
For more information regarding sizes, you can consult the size guide on each product page. You can also contact our customer service for further advice and recommendations.
The product is not in stock. When will it be available again?
Our Online Store offers two items every 2 months. After 2 months, two new items from our catalog are offered. If the item you are looking for online is not available, you can contact us directly at contact.client@annawans.com.
How do I know if my order has been validated?
When your order is validated, you will receive a confirmation email with the essential information of your order by email.
Can I cancel or change my order?
Orders placed on our Online Store cannot be cancelled or modified. You will always have the option to return your order upon receipt if it does not suit you.
Why do you only offer two articles per month?
At Anna Wans , we advocate thoughtful and responsible consumption. By limiting the number of creations available each month, we reduce waste while promoting the artisanal know-how of our workshops. This model also allows us to favor on-demand production , thus minimizing our ecological footprint.
What are the manufacturing and delivery times?
Each item is made to order. The preparation and manufacturing time is approximately 13 days , to which are added 2 to 5 days of delivery depending on your location. You will be informed at each stage of your order.
Returns and Exchanges
What is your return policy?
We offer a 14 day return period from the date you receive your order. Items must be in their original condition (packaging, accessories, tags etc.), unworn and with all tags attached.
How do I return an item?
To return an item, log in to your account and navigate to the "My Orders" section. Select the item you wish to return and follow the instructions to generate a return label.
Can I make an exchange?
We do not offer direct exchanges. If you would like a different item, please return the item you do not wish to keep and place a new order.
How do I return my package?
You can return your order to us within 14 days of its delivery date. The items must be returned to us in their original packaging, in perfect condition and accompanied by all its accessories and packaging. Please note that all returns must be sent using the prepaid label included in your package. ANNA WANS cannot be held responsible for shipping costs or lost packages when the order has been sent by another carrier. Follow the steps below to return your order: - Fill out your return form included in your order and put it in your package - Attach your Chronopost/UPS return slip to the package - Drop off your package at a Chronopost/UPS relay point
Are return costs my responsibility?
You do not have to pay any return fees in advance. Log in to your account and go to the "My Orders" section. Select the item you wish to return and follow the instructions to generate a return label.
I received my package damaged, what should I do?
If you receive a damaged package, we invite you to keep it carefully, and to take photos of the box. You must then contact our customer service if you notice an anomaly in the order received.
The item I received has a defect, what should I do?
If you receive a defective or incorrect item, you must contact our customer service as soon as possible so that we can resolve the problem. You have 7 days upon receipt of the order to notify our service of a defect on an item received.
Was my return received?
We will send you a confirmation email as soon as we have authorized the refund of your returned item. We invite you to note the tracking number on the return label of your order, in order to track your return.
When will I receive my refund?
Once we receive your return, please allow 5-10 business days for your refund to be processed and reflected in your account.
Payments
What payment methods are offered?
You can pay by Visa, CB, MasterCard, American Express, Diner, Discover, JCB and Union pay. The payment is debited from your card once you place the order. You can also pay by payment app: via Paypal, Paypal, Apple pay (mobile) and Klarna
Where can I find my invoice?
For each order placed as a guest, you will receive an invoice by email. You can also download your invoice from your customer account on our website.