RETURN
1. HOW TO SUBMIT A RETURN REQUEST
If all the conditions of return policy are met, you may submit a return by:
1.1 Clicking on the returns portal HERE and submitting your returns request
1.2 Entering your customer order number in full including any prefix symbols and letters, along with your order email address. Follow the prompts and confirm submission, if you do not receive an automated confirmation email, please contact shop@annaquan.com to confirm this has processed successfully.
1.3 Please allow up to 3 business days for your request to be reviewed.
1.4 Once your return has been reviewed & approved you will receive a confirmation email that your refund or exchange has been accepted, please follow sending instructions attached to this confirmation email & complete payment of return label.
1.5 If your return request does not meet our returns policy requirements, you will be contacted by our customer care team.
1.6 Once your return has been received back to AQ. Please allow up to 5 business days for your return to be processed.
For assistance with your return, please contact care team at shop@annaquan.com
2. CONDITIONS FOR RETURNS, EXCHANGES & CREDIT NOTES
ANNA QUAN may provide a full refund, exchange, or credit note for any garments bought from the ANNA QUAN website www.annaquan.com ("the website") subject to certain conditions.
2.1 The customer must obtain a return authorization using our returns portal within 7 days of receiving their order.
2.2 The garment(s) must be returned within a further 7 days of receiving your return authorization.
2.3 Return shipping fees are to be covered by the customer. Refunds, exchanges & credit notes included.
2.4 Garment(s) are to be returned in a saleable condition i.e. with tags intact and in original condition. ANNA QUAN reserves the right to reject any garment(s) that appear to have been worn, damaged, altered, or washed. Returns will not be accepted if ANY TAGS are removed.
2.5 All Jasmin Sparrow Jewellery purchases are final unless deemed faulty.
2.6 Exchanges relating to size or product will be subject to availability upon the processing of your return. We do not place holds on items for exchange.
2.7 All sale items including flash sales or special offer sales are final. Anna Quan does not accept returns for refund, exchange, or store credit on any sale items unless they have been deemed faulty.
2.8 All items purchased using a promotional discount; valued at 11% or over are non-refundable. All items purchased under a promotional discount are entitled to an exchange or credit note. For assistance in returns of this nature, please contact our customer care team at shop@annaquan.com.
2.9 Customised or monogrammed goods are not refundable.
2.10 Anna Quan reserves the right to decline refunds on non-defective goods that are not purchased with the genuine intent for long-term personal use eg. purchases bought for styling projects, purchases for short-term wear, and returns.
2.11 All goods marked FINAL SALE in sale promotional period are subject to our returns policy. No refunds will be issued for a change of mind or size on any FINAL SALE items purchased.
The customer's buying and returns history will be taken into consideration.
3. GOODS DEEMED OUTSIDE THE RETURN POLICY OR WITHOUT AUTHORISATION
3.1 If goods are returned outside the policy or without returns authorization, they may not be refunded.
3.2 Our customer care team will notify you via the email you have provided and notify you that the goods fall outside the policy or have been returned without prior authorization.
3.3 You will be asked if you want the goods to be sent back to you and you will be responsible for any delivery costs.
3.4 If you do not pay for the delivery costs for the return within 14 days of email notification, ANNA QUAN will deem the goods to have been abandoned by you.
4. SALE ITEMS
4.1 All sale items are final. ANNA QUAN does not accept returns for refund, exchange, or store credit on any sale items unless they have been deemed faulty.
4.2 Sale items marked down during a flash sale or promotions (up to 20% off) can be returned for a credit note or size exchange. No refunds.
4.3 Sale and discounted goods with minor defects are deemed as acceptable quality and not subject to the returns policy.
5. FAULTY GOODS
5.1 We aim to provide our customers with products of the highest standard and quality. If you have received an item with a major defect please submit your return via the returns page and contact our customer care team at shop@annaquan.com
5.2 Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs. Please note that items that are damaged as a result of wear and tear or incorrect garment care are not considered to be faulty.
5.3 You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
6. GOODS NOT PURCHASED FROM THE ANNA QUAN WEBSITE
6.1 If you bought your goods from a stockist, retailer, or from somewhere other than from the ANNA QUAN Website you will need to seek a refund from that retailer or stockist directly.
7. MISCELLANEOUS
7.1 International returns (outside of Australia) must be sent back to ANNA QUAN from the country in which you received them. Customs duties and sales taxes are non-refundable through ANNA QUAN, however, you may contact your local customs bureau directly to recover these fees.