FAQs

Frequently Asked Questions

 

How can I contact you?

You can reach our customer support team by email at info@anniesibiza.com or on WhatsApp message at +44 7399 871455

We’ll get back to you as soon as we can

Our Customer Care Team is available Monday-Friday 10am - 6pm (GMT)

 

How do I receive Annie’s Ibiza email updates?

Join our mailing list to be the first to hear about new launches, exclusive drops and all things Annie’s Ibiza.

You can sign up at the bottom of our website or click here to subscribe

 

Delivery

 

How can I track my order?

Once your order has been placed, you’ll receive a confirmation email with your order number. As soon as your order has been dispatched you will receive an email sharing your shipping details and tracking so you can follow your delivery every step of the way. We ship with DHL Express and they may reach out to you directly. 

 

When will I receive my order?

Unless stated otherwise, delivery times are:

UK: 1–2 working days

US & EU: 2–4 working days

International: 4–7 working days

Express delivery is available at checkout for an additional cost.

Customers in London or New York can reach out for same day courier service, this is only applicable for certain post codes/ zip codes.

 

What are the shipping options?

All available shipping options are shown at checkout. You can also view full details on our Shipping page.

 

Will I need to pay international taxes or duties?

Orders delivered outside the UK may be subject to local taxes or customs duties, which are set by your country’s customs authority.

For US customers, all taxes and duties are included in the price you pay at checkout. Local taxes may be applicable.

For other international destinations, these charges aren’t included in your order total, so we recommend checking with your local customs office before placing your order.

Once your parcel has left our warehouse, delivery times may occasionally be affected by customs processing or local carrier delays. While these are outside our control, we’ll always share tracking details so you can stay informed.

 

Can I receive a refund on customs and duties paid on an international order that is returned?

For international orders, customs, duties and taxes are non-refundable.

If your order was shipped on a Delivered Duties Paid (DDP) basis, any duties and taxes paid at checkout are not refundable in the event of a return. If your order was shipped on a Delivered Duties Unpaid (DAP) basis, any duties and taxes paid at the time of customs clearance are also non-refundable. Customers may wish to contact their local customs office to enquire about reclaiming any applicable taxes.

For UK customers, we offer a complimentary returns service. Please note that while return shipping is covered, original shipping charges are non-refundable, except in the case of faulty or incorrect items.

For international returns, items must be returned to Annie’s Ibiza in accordance with our returns instructions to ensure the parcel is processed correctly and to avoid additional customs charges. Return shipping fees, where applicable, are not refundable, and any duties or taxes incurred on the original shipment will not be reimbursed.

If an item is deemed faulty or incorrect, Annie’s Ibiza will arrange the return and replacement at no cost to the customer.

 

Order Issues

 

How can I change or cancel my order?

We begin processing orders quickly, so changes or cancellations aren’t always possible.

If you’ve just placed your order and need help, please email info@anniesibiza.com as soon as possible and we’ll do our best to assist. Once your order has been dispatched we are unable to cancel shipments but can assist you with your return.

 

What should I do if my order arrives damaged?

If your order arrives damaged, please email info@anniesibiza.com with your order number, clear photos of the item, and any details you’d like to share as soon as you receive your order. Our customer support team will take it from there.

 

What should I do if my order hasn’t arrived?

If your order hasn’t arrived within the expected delivery timeframe, please check your tracking details first.

If you still need assistance, email info@anniesibiza.com with your order number and we’ll be happy to look into this for you.

 

Sizing

 

How do I make sure I order the right size?

You’ll find our size guide on every product page to help you choose the best fit.

If you’d like a little extra guidance, you’re welcome to email or WhatsApp us - our team will be happy to recommend the right size for you.

If you’d like personalised sizing advice, our team is always happy to help.

 

Returns & Refunds

 

Can I exchange my order in store?

You’re welcome to exchange your order in person at our London Carnaby Street  & New York Mercer Street stores, this is subject to availability in store. However we are unable to accept returns for refund in store nor are we able to accept returns at our Ibiza Store.

For full details, please see our Returns & Exchanges policy.

If you need any help with an exchange or return, our customer support team is here to assist.

 

Pre-orders 

 

What does it mean if my item is on pre-order?

If your item is marked as pre-order, it means it isn’t currently in stock but is available to purchase ahead of arrival. Your piece is reserved especially for you and will be dispatched as soon as it arrives with us.

Our Customer Care team will keep you updated on the expected delivery timeframe, so you’re always in the loop.

 

My order includes pre-order items - when will it be shipped?

If your order contains both in-stock and pre-order items, any items that are currently in stock we will do our best to dispatch these as soon as possible to you. Your pre-order item(s) will be sent separately once they are ready. We will group ready items together into a split shipment.

If you’d prefer to hold your entire order so all will be shipped together, please email our Customer Care team and we’ll be happy to arrange this for you. Multi-Shipments may incur an extra shipping charge. 

 

Bespoke Orders 

 

How do I order a bespoke item?

To begin a bespoke order, please email bespoke@anniesibiza.com with details of your request. Our team will be in touch to guide you through the next steps, including design options, timelines, and pricing. There will be a deposit payment taken to proceed with your order. For a closer look at how our bespoke service works, please refer to our Bespoke Policy.