Refund policy

Returns, Refunds and Cancellations Policy

We hope you love your order. As many of our products are printed especially for each customer, we encourage you to check product descriptions, measurements, colours and other details carefully before ordering.

Nothing in this policy limits any rights you may have under applicable consumer law.

Returns

We offer a 30-day return period. You must contact us within 30 days of receiving your order to request a return.

To qualify for a return, the item must be:

Unworn and unused;
In the same condition in which it was received;
Returned with any original tags; and
In its original packaging where reasonably possible.

You must also provide your order number or other proof of purchase.

To request a return, email anna@anseetoile.com before sending anything back. If your return is accepted, we will provide the return address and instructions.

Returns sent without prior approval may not be accepted.

Change-of-mind returns

For eligible change-of-mind returns, the customer is responsible for the cost of returning the item. We recommend using a tracked postal service, as we cannot accept responsibility for returns that are lost or damaged in transit.

Original delivery charges are not refundable except where required by law. Where applicable law requires us to refund standard delivery charges, we will do so.

We do not charge a restocking fee. However, we may reduce a refund where permitted by law if an item has been used, damaged, or handled beyond what is reasonably necessary to inspect it.

Damaged, defective or incorrect items

Please inspect your order when it arrives. If an item is damaged, defective, or different from what you ordered, contact anna@anseetoile.com as soon as possible with:

Your order number;
A description of the problem; and
Clear photographs showing the item, packaging and any damage.

Once we have reviewed the issue, we will arrange an appropriate solution, which may include a replacement, repair, or refund. If a return is required because the item is faulty, damaged, or incorrect, we will cover the reasonable return cost.

Reporting an issue promptly helps us investigate it, but this does not affect your statutory consumer rights.

Personalised and custom-made products

Products made to your individual specifications or personalised with names, wording, photographs, measurements, or other customer-selected custom details cannot normally be returned simply because you have changed your mind.

However, we will provide an appropriate remedy if a personalised or custom-made product is faulty, damaged, not as described, or different from what you ordered.

A product being printed after an order is placed does not necessarily mean it is personalised or exempt from statutory cancellation rights.

Cancellations and order changes

If you need to cancel or change an order, contact anna@anseetoile.com as soon as possible.

We will try to accommodate your request, but because production may begin shortly after an order is placed, we cannot guarantee that an order can be changed or cancelled once production has started.

This does not affect any cancellation rights you may have under applicable consumer law.

UK and European cancellation rights

Where UK or European consumer law applies, you may have the right to cancel an eligible online order within 14 days of receiving it without giving a reason. After notifying us, you must return the item within the legally applicable period.

These cancellation rights generally do not apply to products made to your individual specifications or clearly personalised, although your rights concerning faulty, damaged, incorrect, or misdescribed products continue to apply.

For eligible statutory cancellations, you will normally be responsible for the direct cost of returning the item unless we agree otherwise or applicable law requires us to cover it.

Sale items and gift cards

Sale items may be returned under the same conditions as other eligible products unless they were clearly marked as final sale and excluding returns is permitted by applicable law.

Gift cards are non-returnable and non-refundable except where required by law.

Exchanges

We do not offer direct exchanges. The quickest way to obtain another size or product is to request a return of the original eligible item and place a separate order.

Refunds

We will notify you after receiving and inspecting your return.

If approved, the refund will be issued to your original payment method. We aim to process approved refunds within 10 business days. Your bank or payment provider may take additional time to credit the funds to your account.

Where a statutory cancellation right applies, your refund will be made within the period required by law. We may wait until we receive the returned item or evidence that it has been sent, where legally permitted.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact anna@anseetoile.com.