Delivery & Returns

/Delivery & Returns
Delivery & Returns 2017-09-12T08:56:59+02:00

Delivery

  • Anna-Louise is an online retailer and does not have a physical retail store. Deliveries are door to door i.e. to the address supplied by the User. If the User is not available at the time of delivery, the parcel will be left with someone at the property who will be required to sign receipt e.g. staff.
  • Anna-Louise cannot deliver to P.O. Boxes.
  • Should you wish to browse, please visit one of our stockists.
  • International deliveries will be quoted for individually. Anna-Louise takes no responsibility for the parcel once it leaves South Africa. International customs charges will be billed to the User and are not included in the International delivery quote. It is up to the User to consult with customs of their own country for this cost.

Shipping

All South African orders are shipping using Fastway couiriers. This is a registered freight service, where you are able to track your order online. You will be required to sign for delivery, we therefore recommend that you provide a daytime address where someone will be able to sign between 9am and 5pm. All orders placed before 12pm weekdays will be processed and shipped the same business day {excluding all orders with personal embroidery}.

Please note that WE DO NOT DELIVER TO PO BOX ADDRESSES.

The postal charge and estimate time for delivery is as follows:

Location Estimated Time Postal Charge*
Durban 1-2 working days R60.00
Cape Town & JHB 4-5 working days R100.00
South Africa 7 working days R240.00
International 7-10 working days R700.00

 

*Postal charge may not include possible taxes and duties which could be applied by customs in the country where the order originated. The responsibility for any custom duties, foreign taxes or other fees which may be imposed will rest with the customer. To comply with South African export regulations, we are required to declare the exact value of all product(s) ordered and to makr them as dutiable “merchandise:. We are also prohibited by lawfrom marking the order as a “gift”, even if order is placed with the intention of sending to a gift recipient. For further information, it may be necessary to call local customs offices to gain further details.

Ownership and Risk

Please be aware that once your product passes to you upon delivery at specified delivery address. We require a signature for any product delivered, at which point responsibility for your purchase passes to you. We advise checking to ensure your product is intact when receiving your purchase.

Return Policy

In the unlikely case you are not fully satisfied with your purchase. Then subject to the terms set out in this Delivery and Returns policy, we will ensure that you obtain an Anna-Louise credit note of equal value.

Changed your mind?

Purchased product(s) from the Website and it’s not what you expected? You may return full price merchandise for ‘change of mind reasons’ within fourteen (14) days of receiving your order for a credit note of equal value (excluding shipping and handing charges).

Please keep in mind that Anna-Louise cannot accept the returned product(s) and cannot give a refund if:

(a) the return fails outside of the stated fourteen (14) day period;

(b) the product(s) has been personalized (i.e. personalized embroidery, ect.);

(c) the product(s) is worn, damaged or not in its original packaging;

(d) the product has been purchased at a reduced SALE price from the SALE section of the website

Damaged of Defective Product, or otherwise not what you ordered?

For Anna-Louise, we pride ourselves on quality. We thoroughly test all our garments to ensure they are fully capable of standing up to the uses for which they were designed. It is extremely rare for our products to be damaged or defective.

Returned product(s) (and associated shipping and handling charges at standard rates) will be refunded if the damage is the result of manufacturing defect or deviation from factory specifications, and not the result of normal wear and tear. In such cases, please allow two weeks from the day you return your package for your account to be credited.

If the problem was caused by reasons other than material quality or assembly process, the original product will be returned to you.

We do not refund products:

(a) obtained from a source other than this Website.

(b) damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp objects ect.)

(c) damaged by misuse or activities other than the intended purpose.

Personalised Products

Please understand we are unable to accept returns or exchange product(s) that have undergone personalization, unless they have been found faulty after detailed examination by Anna-Louise. We ask that you chose your personalization details carefully, and retain a copy of your confirmation notice for future reference. If it is found that we have incorrectly personalized your product(s) contrary to your instruction and the confirmation notice, we will gladly replace them.

Return Instructions

To return a product, please follow the instructions below:

(a) Drop us a line at: info@anna-louise.co.za. In your email, please include:

(i) Reasons for why you are returning the product(s); and

(ii) Attach a copy of the payment confirmation you received when placing the order

(b) Pack the product(s) into their original packaging including the original and attached labels/ swingtags in the case of clothing items.

(c) Address the package to Anna-Louise

(d) As Anna-Louise in not liable for the loss of any product being returned we highly recommend that you return it using registered mail.