Returns & Refunds Policy
Last updated: 24 July 2026
1. Right to Return
You may return eligible items within 14 days of receiving your order, provided they are unused, unworn, and returned in their original condition and packaging.
If the item is faulty, damaged, or incorrectly delivered, we will cover the return shipping costs.
If you are returning an item because you no longer want it or ordered the wrong item, the cost of return shipping is your responsibility.
2. Non-Returnable Items
Personalised, custom-made, or made-to-order products cannot be returned unless they arrive damaged or are faulty.
3. How to Return an Item
To request a return, please contact us within 14 days of receiving your order by emailing annelhansen@me.com.
Please include your name, order number, the reason for the return, and photos of the item if it is damaged or faulty.
Once your return request has been approved, we will provide further return instructions.
Where applicable, return postage costs may be deducted from your refund.
4. Exchanges
If you would like to exchange your item for a different size or product, please contact annelhansen@me.com with your order number and the item you would like instead.
If you need your replacement urgently, we recommend returning your original item and placing a new order to avoid delays.
5. Refunds
Refunds are processed within 5 working days after we receive and inspect your returned item.
Refunds will be issued using the original payment method whenever possible.
Original shipping charges, customs duties, taxes, and any additional import fees are non-refundable unless required by applicable law.
6. Missing Parcels
If your tracking information shows that your parcel has been delivered but you cannot locate it, please contact us within 7 days of the delivery notification.
We will open an investigation with the shipping carrier within 2 working days of receiving your report.
Courier investigations typically take up to 10 working days to complete. During this period, we are unable to issue a refund or replacement.
If the courier confirms that the parcel was lost during transit, we will provide a replacement wherever possible. If a replacement cannot be provided, we will issue a full refund.
7. Contact Us
If you have any questions about this Returns & Refunds Policy, please contact us at annelhansen@me.com.