Return & Refund Policy

Last updated: July 28, 2026

At Anna New York, we want your shopping experience to be straightforward and transparent. This policy explains how returns, refunds, cancellations, damaged items, and undeliverable packages are handled.

By completing a purchase on our website, you agree to the terms outlined below.

1. Return Period

You must initiate your return request within 30 calendar days after your order has been delivered.

To qualify for the 30-day return period, you must contact us at info@annanew-york.com within 30 calendar days of the delivery date shown by the shipping carrier.

Returns sent without contacting us first may not be accepted because the correct return address and instructions must be provided by our support team.

2. Return Conditions

To be eligible for a return, the item must be:

Unused, unworn, unwashed and undamaged
In its original condition
Returned with all original tags and packaging
Free from stains, odours, alterations or signs of extended wear
Submitted within the return period stated above

You may carefully try on clothing and footwear indoors to check the fit. Trying on an item does not prevent it from being considered new, provided it remains unworn, unwashed, undamaged and in its original condition.

Items showing signs of wear, washing, alteration, misuse, customer-caused damage or missing tags may be rejected. If a return does not meet the eligibility requirements, we will notify you and explain the reason.

3. Items Not Eligible for Return

We cannot accept returns for:

Personalised or custom-made products
Items damaged through misuse or improper care
Underwear, lingerie, or other intimate products after the hygiene seal has been removed
Swimwear after the hygiene seal has been removed
Items returned outside the stated return period
Items clearly marked as “Final Sale” on the product page before purchase

Your statutory rights regarding damaged, defective, or incorrectly supplied goods are not affected.

4. How to Request a Return

To request a return, email info@annanew-york.com and include:

Your full name
Your order number
The item or items you wish to return
The reason for the return
Your delivery address
Clear photographs if the item is damaged, defective, or incorrect

Our support team will review your request and provide the correct return address and return instructions.

Do not send a return to the registered business address or any address shown on the shipping label unless our support team has specifically instructed you to do so.

5. Return Address

Approved returns must be sent to the return facility specified in the return instructions provided by our support team.

Our current return facility is located in China.

The exact return address will be provided after your return request has been accepted.

Returns sent to another address may be refused or may not reach the correct return facility.

6. Return Shipping Costs

Unless the item received is damaged, defective or incorrect, the customer is responsible for arranging and paying for the return shipping label.

For returns caused by a change of mind, incorrect size selection or another reason not caused by Anna New York, the customer is responsible for:

Return shipping costs
Any applicable customs charges
Any applicable import duties or carrier handling charges

Because our return facility is located in China, international return shipping costs may be higher than domestic return shipping costs. Customers should confirm the shipping cost with their chosen carrier before sending the return.

Return shipping costs are paid directly to the selected shipping carrier and are not deducted by Anna New York unless this has been agreed with the customer in advance.

We recommend using a tracked return service and retaining the shipping receipt and tracking number until the return has been completed.

Anna New York is not responsible for a return parcel that is lost before reaching the designated return facility. However, we will assist where reasonably possible when valid tracking information is available.

For an approved return involving a damaged, defective or incorrect item, Anna New York will cover reasonable return shipping costs or provide return instructions at no cost to the customer.

We do not charge a restocking fee.

7. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive an item that is damaged, defective, or different from the item ordered, contact us at info@annanew-york.com within 30 calendar days after delivery.

Include your order number and clear photographs showing:

The item received
The defect, damage, or incorrect product
The product label where applicable
The outer packaging where relevant

If your claim is approved, we will offer an appropriate resolution, such as:

A replacement
A refund to the original payment method
Another mutually agreed resolution

When we require an approved damaged, defective, or incorrect item to be returned, Anna New York will cover reasonable return shipping costs or provide return instructions at no cost to the customer.

8. Refunds

Once your return has been delivered to the designated return facility, we will inspect it and notify you of the outcome.

If the return is approved, Anna New York will process and issue the refund to the original payment method within 7 calendar days after the returned item has been received.

You will receive an email once the refund has been issued.

After Anna New York has issued the refund, your bank, card issuer or payment provider may require additional time to display the funds in your account. This additional processing time is determined by the payment provider and is outside our control.

Because Anna New York currently provides free standard outbound shipping, there is normally no original standard shipping charge to refund.

Any optional expedited shipping charge, if offered and selected, is non-refundable unless the order was damaged, defective, incorrect or not delivered as agreed.

9. Exchanges

We do not currently offer direct exchanges.

To obtain a different size, color, or product, you may return an eligible item for a refund and place a new order.

Where an incorrect or defective product was supplied, we may offer a replacement under Section 7.

10. Order Cancellations

To request a cancellation, contact us at info@annanew-york.com as soon as possible after placing your order.

We will attempt to accommodate cancellation requests submitted within 24 hours of purchase. However, cancellation cannot be guaranteed once an order has entered processing or has been shipped.

If an order can no longer be cancelled, you may request a return after delivery in accordance with this policy.

Approved cancellations will be refunded to the original payment method.

11. Promotional Discounts and Partial Returns

When part of an order purchased using a multi-item or conditional promotion is returned, the refund may be recalculated based on the products retained.

For example, if returning an item means that the remaining order no longer qualifies for the original promotion, the discount may be adjusted accordingly.

Any recalculation will be explained before the refund is finalised.

A customer will never be charged more than the amount originally paid for the order.

12. Store Credit

In certain situations, we may offer store credit as an optional alternative to a refund.

You are not required to accept store credit when you are otherwise eligible for a refund to the original payment method.

Once accepted and issued:

Store credit is non-refundable
Store credit cannot be exchanged for cash
Store credit may only be issued once for the same returned item

13. Failed or Undeliverable Packages

Customers are responsible for providing a complete and accurate delivery address at checkout.

If an order is returned because the address provided was incorrect, incomplete, or undeliverable, we will contact the customer to arrange a resolution.

The customer may be responsible for reasonable redelivery costs.

Where a refund is appropriate, it will be issued to the original payment method after the returned parcel has been received and inspected. Store credit may be offered as an optional alternative.

If a parcel is returned due to a carrier error rather than an address error made by the customer, we will provide an appropriate resolution without charging the customer additional shipping costs.

14. Lost Returns

If your return tracking shows that the parcel was delivered to the return address but we have not confirmed receipt, contact us and provide:

Your order number
The return tracking number
Proof of shipment
Proof of delivery where available

We will review the available tracking information and investigate the matter with the return facility where appropriate.

15. Policy Updates

Anna New York may update this policy when necessary.

Changes apply from the date they are published on our website. Changes do not retroactively reduce the rights applicable to orders placed before the updated policy was published.

16. Contact Us

For questions about returns, refunds, or cancellations, contact us:

Email: info@annanew-york.com
Contact form: Send us a message

Our support team will assist you with the return process and provide the appropriate return instructions.