AnnaVasily

Store Terms & Conditions

NOTE: These are in addition to inyoursoup's general Terms & Conditions. Please also read inyoursoup's Delivery & Returns policy before you make a purchase.

Frezia PTY
80 Grey Street, St. Kilda VIC 3182
Phone: +1-300-475178
atyourservice@annavasily.com.au

Shipping policy

HOW MUCH DOES SHIPPING COST? We’ve given our best shot to make our shipping policy as simple as possible! STANDARD SHIPPING: Enjoy a flat rate of AUD$10 for ground shipping on all orders in Australia and a flat rate of AUD$20 for International shipping.
There may be a delay of 1-2 business days for shipping to rural ZIP Codes and during peak shipping periods or promotional events. Occasionally, there may be delays due to peak shipping periods, but we’ll try our best to get your orders out, as soon as possible. If you haven’t received your order after 4 weeks, please call Client Services at 1-300-475-178 Monday-Friday 11am-11pm EST, for assistance. The customer is responsible for any duties or taxes on the value of the goods purchased, which may be imposed by each government.

CAN I CHANGE MY ORDER ONCE IT IS PLACED? Once your order is placed, we are unable to accommodate order changes or address corrections. Please review your shipping information carefully before finalising your order. We are not responsible for incorrectly submitted addresses in orders.

CAN I TRACK MY ORDER? - We will inform you via email on the processing of your order.

DO YOU CHARGE SALES TAX? For Australia, customer prices are all inclusive (including GST). For International customers tax rates vary by country and will be calculated and paid extra during import.

Refund policy

HOW SHOULD I UNPACK MY PACKAGE SAFELY? We are absolutely sure that you are impatient to hold your new AnnaVasily accessory that has just arrived home! Please wait! There is one more thing to do before opening your package! Please, take a soft cloth and place it on a stable tabletop, having enough space for unpacking. Place the box carefully on the cloth and use a cutter or scissors to open the box. As you unpack, watch out for the fabric inside the box, as it contains your new AnnaVasily product. Important note: Some of AnnaVasily products come dismantled. For instance, our high tea stands usually consist of a metal part along with two or more glass tiles. You will receive these parts separately in the packaging. For assembly, place the glass tile with its metal “feet” facing down, between the two rod connectors of the metal base. Your high tea stand is complete!

WHAT HAPPENS IF MY ACCESSORY ARRIVES BROKEN? If the box is damaged upon delivery, please take a snapshot of the box, before opening it. Immediately after opening and if there are broken pieces, take a snapshot the interior of the box as well as your damaged items. Do not destroy or throw away neither the outer packaging, nor the broken items. Please email us at atyourservice@annavasily.com.au

HOW MANY DAYS CAN I CLAIM TO RETURN AN ITEM? Returns can be initiated within 20 days from the date that the order was dispatched from our warehouse.

HOW SHOULD I RETURN MY PURCHASED ITEM? Please, note that returns can be accepted within 20 days from their shipment date, in its original unused condition, with no signs of wear, cracking or chipping, with all original pieces included, in their original packaging and with original tags and stickers attached in new, unused and resalable condition. Any return should be sent back in the original, undamaged box and packaging, plus any accessories or extras that may have been included with the shipment.

WHICH ARE THE CONDITIONS FOR US TO BE ABLE TO ACCEPT A RETURN? We are able to accept a return for the following reasons: • Packaging (the item was received broken) • Order processing error (you received a different item other than the one you have ordered) or you have received different quantity from the one ordered. • Colour (where the colour did not match the description i.e. you received a red item rather than the blue one which was ordered). However you agree that the colour of the product may not be an exact match of the colour displayed on your monitor and that variations in colour due to monitor variations will not be grounds for an exchange or refund. A return will only be accepted in the above circumstances if it is received by AnnaVasily within 30 days from the shipment date in the condition delivered (no additional damage) with all original pieces included in their original packaging and with original tags and barcodes attached. Returns must be sent back to the address designated by AnnaVasily with any accessories or extras that may have been included with the shipment.

WHICH ARE THE CONDITIONS FOR US NOT TO ACCEPT A RETURN? Apologies, but we cannot accept returns for the following reasons: 1. Time (where we missed the customer’s deadline, but fulfilled our Estimated Delivery Date – as shown in your order) 2. If a product with wrong dimensions was ordered by mistake. 3. Occasion (accessory is not suitable for occasion ordered for) 4. The functionality of the product was not as planned: item is too heavy or there is a minor difference in colour. In the product page we try to provide all the necessary information concerning weight, colours, dimensions etc. 5. Colour (where the colour did not match what was stipulated). It can be really tricky to establish colour matches online for a number of reasons: o Colour is applied handcrafted and some minor differences occur between products. o Light (colour) acts differently when being reflected off a material than when emitted from a screen. o It is very difficult to ensure consistent representation of colours across screens. Every computer or device screen represents colours differently, and that representation will keep changing over time as well, as the screen ages. The resulting differences can be quite significant. We are constantly working towards improving the way we create and represent imagery of our accessories, including efforts to ensure more consistent capturing and rendering of colours. 6. Where a product is broken during use or while unpacking; 7. Dislike of product (the product was not aesthetically “as imagined” or stipulated), provided that the product meets the description on the Site 8. Any bespoke or customised product.

HOW DO I INITIATE A RETURN? Returns can be initiated within 20 days from the date that the order was dispatched from our warehouse. Please, do not return packages to self-serve drop boxes. Shipping charges are not refundable. If packing slip or return label are missing, processing time will be severely delayed. If in Australia, returns must be dropped at an Australian Post location using the e-parcel service within a week from the date of our acceptance.

HOW MANY DAYS RETURN SHIPPING TAKES? Return shipping usually takes 5-15 business days, depending on distance. If in Australia, returns must be dropped at an Australian Post location using e-parcel service and get the tracking number to send to us. Once your return is received and inspected by our warehouse staff (usually within 3 business days after receipt), we will inform you by email on whether we will be able to accept the return.If you would like a money refund for your return, it may take up to 25 business days to post to your account depending on your credit or debit card company.

IF YOU ACCEPTED MY RETURN, HOW WILL I GET REFUNDED? Once your return is received and inspected by our warehouse staff (usually within 3 business days after receipt), we will inform you by email on whether we will be able to accept the return. If accepted, we can refund your return in one of the following ways: 1. Replacement of the purchased item immediately upon the receipt of the return. Return shipping usually takes 5-15 business days, depending on distance. 2. Refund in the original form of payment. This may take up to 25 business days to pass to your account depending on your credit or debit card company. 3. Refund with Voucher. This form of refund is immediate and does not have any delays with the credit card company.

HOW LONG WILL MY REFUND TAKE? As different banks have different policies and timelines, the length of time it will take for your refund to reflect in your account varies. Please allow 1-2 billing cycles for the credit to appear on your statement.

PRIVACY STATEMENT
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. AnnaVasily receive all order information from inyoursoup.com Ltd, and we do not have access to any financial and credit card data. We reserve the right to modify our privacy policy at any time.

Store Delivery Rates