Return & Refund Policy

Returns, Refunds & Cancellations Policy

At Anna New York, we want your shopping experience to be straightforward and stress-free. Please read this policy carefully before placing an order. By completing a purchase on our website, you agree to the terms below.

1. Return Period

Items may be returned within 30 days of delivery, provided they meet the conditions listed below.

2. Conditions for Returns

To be eligible for a return, items must be:

Unused, unworn, and undamaged
In their original condition with all tags and packaging intact
Submitted for return within the return window
Pre-approved by our support team

Trying items on for fit is perfectly acceptable. However, if items show signs of wear, washing, or damage, a reduction in refund value may apply.

3. Items Not Eligible for Return

We cannot accept returns for:

Items with broken hygiene seals
Personalized or custom orders
Items damaged through misuse
Underwear or intimates once the hygiene seal has been removed

4. Return Shipping & Restocking Fee

All approved returns must be shipped to our central warehouse in Asia.

Return shipping costs, customs fees, and duties are the customer’s responsibility
Please use a shipping method that supports customs clearance
Keep your tracking information for reference

Anna New York is not liable for returns that are lost, delayed, or rejected due to customs issues or incorrect shipping.

5. Return Address

Returns must only be sent to the address provided by our support team after approval.
We cannot process returns sent to any other address.

6. How to Request a Return

To start a return, please email info@anna-newyork.com and include:

Your order number
The item(s) you wish to return
Reason for return
Clear photos (if the item is damaged or incorrect)
Your full name and shipping address

7. Order Cancellations

Orders may be cancelled within 24 hours of purchase.
Once processing has begun, cancellation is no longer possible. After delivery, a return may be requested in accordance with this policy.

8. Refunds

Once your return has been received and reviewed, we will notify you of the outcome.

Approved refunds are issued to the original payment method
Processing time: 5–10 business days (depending on your bank or payment provider)
Original shipping costs are non-refundable

9. Promotional Discounts & Partial Returns

If your order included a promotional discount and part of the order is returned:

Your refund will be recalculated based on the items kept
If the return affects promotion eligibility, the discount will be adjusted accordingly

10. Store Credit

In certain cases, store credit may be offered at our discretion.

Store credit is non-refundable
Store credit can only be issued once per order

11. Failed or Undeliverable Packages

If an order is returned due to an incorrect or incomplete address provided at checkout, we will contact you to arrange redelivery or offer store credit depending on the condition of the returned items.

12. Policy Updates

Anna New York reserves the right to update this policy at any time.
Changes take effect immediately upon publication on our website.

13. Contact Us

Our team is happy to assist with any questions.

Email: info@anna-newyork.com
Contact form: https://anna-newyork.com/pages/contact