FAQ

HOW LONG DOES DELIVERY TAKE AND HOW MUCH WILL IT COST?
Delivery normally takes 3 to 5 working days. Please note this is only an indication as the delivery times will vary between countries.
The International shipping rate is adjusted based on your delivery country. However, we offer complimentary free standard delivery on orders over certain amount.

HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?
Products shipped worldwide may be subject to charges imposed by local legislation. Therefore the recipient of the products is responsible for all customs and import duties needed for the export of their goods. Any additional taxes, fees, levies, or other charges necessary to clear package through customs will also be paid in full by the recipient. Unfortunately, we have no control over these charges and cannot predict what they may be. As a result we will be unable to advise or provide any assistance on these processes; we can only recommend you contact your local customs office for further information.

HOW CAN I TRACK MY ORDER? 
Once the parcel with your order leaves our warehouse you will receive an automatic email with your dedicated tracking number to follow its journey.
As a registered customer, you will have the possibility to track your parcel accessing your account in the section My Orders.”

ARE THERE SHIPPING RESTRICTIONS?
At this time we are unable to ship orders to General Delivery, P.O. Boxes, Jersey, Guernsey and the Channel Islands, Gibraltar, Poste Restante. Orders made to any of these addresses will be cancelled. We currently can not ship to Russia.
The delivery address of your order must match the country site in which you place your order. Orders made from a different country site than the delivery address will be automatically cancelled. Please select the correct country site for your order from the link in the corner of every page.

CAN I CHOOSE A DELIVERY DATE/TIME ?
Unfortunately, it is not possible to choose a specific date and time.
You can try to contact the courrier we will be using to ship your order directly to organize a possible delivery date.” or drop an email to our customer service email after you place an order.

I’VE FORGOTTEN MY PASSWORD – WHAT SHOULD I DO?
To re-set your password, follow the Forgot your password instructions in My Account.

HOW DO I UNSUBSCRIBE FROM THE ANNAKIKI NEWSLETTER?
In case you want to unsubscribe, click on the link unsubscribe from newsletter at the bottom of your newsletter email.

BENEFITS OF REGISTERING
Create an account for access to exclusive areas and services dedicated to our customers :

• My Orders
• Fast Checkout

NEWSLETTER
Subscribe to our Newsletter and you can :

• Be among the first to discover the latest news from Annakiki.com,
• Access promotions reserved exclusively for our customers,
• Receive our style tips, …and much more.

You can subscribe from the Home Page, by entering your email address.

HOW CAN I UNSUBSCRIBE FROM YOUR NEWSLETTER ?
If you do not wish to receive our Newsletter anymore, you can unsubscribe at any moment by clicking on the Unsubscribe link at the bottom of every Newsletter. This will open a webpage where you can confirm that you want to unsubscribe.
We ask you to consider that you may still receive several more communications before your request is fulfilled ; we apologize for the inconvenience.

HOW DO I RETURN OR EXCHANGE AN ITEM?
Making a return or exchange is very easy. You have 14 days of time to decide to return an item.
Simply request a returns merchandise authorization number (RMA) from your account filling in the information required.

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
Your refund will be issued according to the payment method you chose to place the order.
Shipping costs are not refunded, unless your items are faulty/wrongly delivered. All sales taxes are included in your refund if your order has been sent to a destination within the EU.
Outside the EU, customs duties and sales taxes are non-refundable. You may be able to recover these costs by contacting your local customs bureau directly.

IS IT POSSIBLE TO GET A VOUCHER RATHER THAN BE REFUNDED?
In case you return something, you will have the possibility to choose a refund, or a voucher. Exchanges are not availa ble at this time.

REFUNDS FOR ONLINE PURCHASES
We usually accept returns within 3 business days of their arrival at our warehouse. During peak times it could take up to 7 business days. Once your return has been accepted, we will immediately request reimbursement and send you a confirmation email.
The time needed to process your refund may vary based on the payment method used :

• Credit Card : Our bank will reimburse you within 7 business days of the Return Acceptance Confirmation email. The time it takes to restore the credit back to your account depends on the Credit Card Issuer.
• PayPal : You will see the refund in your PayPal account within 24 hours of the Return Confirmation email.

CAN I RECEIVE MY REFUND ON A CREDIT CARD THAT IS DIFFERENT FROM THE ONE I USED FOR THE ORDER ?
For security reasons, we cannot refund a credit card that is different from the one used for the purchase.

WHICH PAYMENT METHODS DOES ANNAKIKI.COM ACCEPT?
Annakiki.com accepts the following payment methods :
Credit Card : Visa, MasterCard, American Express, JCB, Visa Electron, Maestro enabled debit cards.
The total will be charged to your card when the order is shipped.
Annakiki.com features a Fast Checkout option, allowing you to securely save your credit card details so that you do not have to re-enter them for future purchases.
PayPal : Shop easily online without having to enter your credit card details on the website.
Your account will be charged once the order is completed. To register for a PayPal account, visit the website paypal.com.

IS THE PAYMENT ON ANNAKIKI.COM SAFE?
On Annakiki.com, every purchase is made with maximum security thanks to the use of Trustwave and Geotrust-certified secure servers and the implementation of the most advanced encryption services (SSL).
We only use protected connections, as demonstrated by the “https” URL prefix and the lock symbol that appears in the browser’s address bar.
To safeguard your credit card purchases, you will always be asked to enter your CVV code for every order.
Our Payments department may carry out anti-fraud checks before approving the transaction and for greater protection, they may contact you for further details before confirming the order.

WHY IS THE AMOUNT I PAID DIFFERENT FROM THE AMOUNT OF MY ORDER?
The amount paid is lower when, at the moment the order is dispatched, one or more of the articles is not available ; the charged amount will correspond exclusively to the value of the articles that were effectively shipped.

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
To make purchases on Annakiki.com it is necessary to register. By creating an account you will access exclusive areas and services dedicated to our customers.
If you are a new customer and you want to register, you can click on the Register button to fill in your personal information.

CAN I CHANGE OR CANCEL MY ORDER ONCE IT HAS BEEN PLACED?
Before your purchases have been prepared for shipment we can cancel your order, change an item, change the size or edit your billing and shipping details.
Please be aware that we are unable to combine orders or add pieces to an existing order once it has been placed.
If you need to make any changes, please use the Contact Us section of the website to get in touch with our Customer Care team.

WHICH SIZE SHOULD I CHOOSE
You will find a link to a size conversion chart on every product page, to help you convert international sizes.
If you need more help, our customer care team can answer all your questions regarding the items fit: please use the Contact Us section of the website to get in touch with us.
In case the size which you ordered should not fit, you can easily return your items within 14 days.

I HAVE AN ISSUE WITH THE WEBSITE 
Our website is best viewed with the latest versions of the major browsers. Make sure that you have installed the most updated versions of the browsers that you most frequently use.
If you experience navigation problems, we suggest that you:
– eliminate any Cookies and Temporary Files from your computer
– verify that Javascript is enabled.
If the problem persists, please contact us with the following details:
– your operating system (Windows Vista, Mac OS X, etc.)
– Internet browser and version (Internet Explorer 9, Firefox, Safari,…)
– the URL that you were trying to access (for example, https://www.annakiki.com).”

WHY HAVE ITEMS THAT I ADDED TO MY CART DISAPPEARED ?
Until an order is concluded, items added to a Shopping Bag remain available on the website and can therefore be purchased by other customers. If this should happen before you complete your order, you will receive a notification that the items are no longer available.

IS MY PERSONAL INFORMATION KEPT PRIVATE?
Your personal information is kept private and confidential, and will never be shared with a third party.
For more precise information, please check the dedicated section Privacy Policy.