Refund policy

The return window

Returns for a refund can be requested for 30 days, counted from the day your order is delivered.

What cannot come back

  • Anything purchased on clearance or marked final sale
  • Personalized or custom made items
  • Gift cards
  • Intimates and swimwear whose original hygiene liner has been removed or disturbed

Authorization comes first

To start a return, email support@annahess.com. If the request is approved, you receive a return authorization with instructions and the address to use. Anything sent back without an authorization will not be accepted.

Condition

Items must be returned unworn, unwashed and unaltered, in the original packaging and with the tags attached. We cannot take back items marked by makeup, deodorant or perfume, or carrying pet hair. Please hold on to the order confirmation or another proof of purchase. Returns that fall short of these conditions may be declined, and a declined item can come back to you at your cost.

Sending a return

Orders leave from our fulfillment facilities, so returns must be sent to the address support provides with the authorization, and to no other address. Parcels marked Return to Sender, or mailed to the address an order shipped from, cannot be tracked to a return, so no refund is issued for them.

Who pays for return postage depends on why the item is coming back:

  • Change of mind: return postage is yours to cover. We can email a return label, with its cost deducted from the refund, or you can send it with a carrier of your choice. A tracked service is strongly recommended, because an untracked parcel cannot be traced if it goes astray.
  • Faulty, damaged or incorrect items: report the problem within 7 days of delivery, as explained in the next section, and a prepaid return label is sent to you free of charge.

Faulty, damaged or incorrect items

Please inspect each delivery on arrival. Should an item be faulty, damaged or different from what you ordered, contact support@annahess.com within 7 days of delivery, including your order number and photos of the problem. After reviewing the photos, we arrange a replacement or a refund. Reports made more than 7 days after delivery cannot be accepted. You pay no return postage for these items, and nothing is deducted from the refund.

Exchanges

To swap an item for another size or color, email support@annahess.com no later than 30 days after delivery, and we will help arrange it. A delivery charge may apply to the exchange.

Refund timing

Returned items are inspected when they reach our facility, and we then tell you whether the return is approved. Approved refunds go to your original payment method no more than 10 business days after inspection. Banks and card providers can need extra time before a refund shows on a statement. If your refund has not appeared 15 business days after approval, email support@annahess.com.

Questions

Write to support@annahess.com. The support team works Monday to Friday, 9 AM to 5 PM Central Time.