We endeavour to dispatch all orders the following business day, Monday through to Friday, excluding holidays. Orders placed though the weekend and during UK bank holidays will be dispatch the following business day.
When your order is fulfilled and dispatched, we will provide you with a delivery notification and tracking number. Tracking details for your order will be included in your order confirmation email.
Please contact firstname.lastname@example.org for a quote on delivery to your country. Please see the International deliveries policy.
INTERNATIONAL DELIVERIES POLICY
Our orders are shipped from the United Kingdom and any delivery to outside Europe may be liable for import duty and/or local taxes for which you will be responsible for paying prior to or at the time of delivery. Please note, customs policies vary widely from country to country. We recommend you contact your local customs office for further information.
Ana Pena takes no responsibility for additional costs or delays that may be incurred by customs at the arrival of your order to your destination country.
ADDITIONAL DELIVERY INFORMATION
Our pre-order products are made in limited quantities and are made to order. To reserve the item for you, we charge your card upfront to avoid any interruptions related to card expiration or replacement. The estimated availability date can be found on the product description. Our customer service team will keep you updated on the progress of your order and the expected delivery date.
From time to time, AnaPena.co.uk will run free shipping promotions. To be notified of these and other promotions sign up to our email newsletter. Free shipping promotions will be applied to your order on the payment page once the valid promotional code is entered.
CORRECT DELIVERY INFORMATION
Please ensure that all the details concerning the billing and shipping details are correct. Once parcels have been dispatched we are unable to change the address or redirect any parcels. Please note that changes of delivery address will need to be made via the Customer Service team.
Unfortunately, we cannot be liable for any delivery problems arising from incomplete or incorrect address details supplied by you.
INSURANCE/ IMPORTANT INFORMATION
All deliveries will be made via courier service where a signature is required. Please ensure that there will be somebody available at the delivery address who will be able to provide this. Should the courier be unable to complete delivery after the 3 attempts have been made, your order will be returned to us. If we are unable to contact, you to re-arrange delivery or collection we may cancel your order. In this case we will only be able to offer a full refund if the products are returned to us in perfect saleable condition.
Every order will require a signature of receipt, which will signify successful delivery and fulfilment. Once your item is delivered and signed for, the responsibility of these good passes to you.
Ana Pena Ltd is not liable for a lost or missing order that has been signed for in a building, for example an office address that has been provided for delivery.
For specific enquiries please email us at: email@example.com.
CANCELLATION, RETURNS AND REFUNDS
CANCELLING AN ORDER
If you wish to change or to cancel your order, please contact us as soon as you can at firstname.lastname@example.org with your order number to discuss what options are available. In the event that your order had already been dispatched, please return the items once received in accordance with our returns policy.
We want our customers to be delighted with their purchase. However, if for any reason you are not perfectly satisfied with your purchase, you have 14 days from the day of receipt to return them to us for a refund or exchange.
- You must notify us if you wish to return or exchange any items from your order within 14 days from the day of receipt.
- Returned items must be returned in a new, unused and undamaged condition, with the returns tag still attached. Please contact customer services if any of your items have been delivered without Ana Pena tags. Any items that are returned to us in a damaged, soiled or otherwise altered and less than perfect condition will not be accepted and will be returned to the purchaser.
- We recommend that the items are returned to us using the original packaging you received the product in and using the free returns service via DHL. If you choose to return an item to us via any other provider or a different DHL account, the costs incurred will not be reimbursed. Please keep your proof of postage certificate, as we cannot be responsible for goods lost or damaged in transit
- Ana Pena Ltd does not refund customs duties, shipping costs or import duties incurred (outside of the EU).
HOW TO RETURN AN ITEM?
1- Write us an email to email@example.com to activate you prepaid return label enclose with your order.
2- Place the item and the returns form into the original shipping box. We are always happy to receive your feedback and use it to improve our services to you in the future.
3- Attach the return label to your package where it can be clearly seen, covering the other delivery labels from the outside of the box.
4- Deposit the package in a DHL location and keep your certificate of postage safe, as you will need this as your proof of returns.
Once your item is successfully returned, your refund will be credited to your credit card or original method of payment, within 1-2 weeks.
FAULTY OR WRONG ITEM/ DAMAGED GOODS
If you receive a product that is damaged or does not meet the description given on the site at the time you placed your order, please contact us as soon as possible by email at firstname.lastname@example.org quoting your Order Number, the description of the damage and if possible an image. Following receipt, we will refund the purchase price. We will refund the purchase price, delivery charge and any reasonable shipping costs you incur in returning the product to Us. Please note that this does not include any costs incurred by you in returning the Products in person.
We want you to be 100% satisfied with your purchase. Please contact: email@example.com with any questions, comments or concerns.