Returns Policy

Return requests must be lodged within 7 days of delivery. Once your request is approved, you must post your return within a further 7 days.

Returned items must be unworn, unused, unwashed and unaltered, in their original condition with all original tags and packaging intact.

Our return options are as follows:

• Full-price items: Eligible for a refund, credit note or exchange.
• Items purchased using a promotional code of 20% or more: Eligible for a credit note or exchange only, subject to any specific promotional terms.
• Sale items: Eligible for a credit note or exchange only.
• Final sale items: Not eligible for a refund, credit note or exchange. 

Additional exclusions:

• Earrings cannot be returned for hygiene reasons.
• Socks that have been worn or removed from their original packaging are not eligible for returns.
• Garments that have been altered, including hemming or tailoring performed by ANNA QUAN or a third party, are not eligible for returns.

Return shipping costs are the responsibility of the customer.

These eligibility requirements and exclusions apply to standard returns and do not limit any rights you may have under Australian Consumer Law.

If your item has a fault, defect or other issue, please refer to Section 4, Faulty or Damaged Items, for further information on how to proceed.

All returns must be submitted through our Returns Portal.

1. Enter your order number in full, including any prefix symbols and letters, along with the email address associated with your order or your postcode.
2. Submit your return request and allow up to 2 business days for review.
3. Once approved, you'll receive a confirmation email with instructions on how to pay for and receive your return postage label. 
4. Package your item securely and follow the return instructions provided. If you arrange your own return postage, we recommend using a tracked service, as ANNA QUAN is not responsible for parcels lost or stolen in transit.
5. Once your return arrives at our Head Office, please allow up to 5 business days for processing.

Returns that do not meet our policy requirements may be declined. Our team will contact you if there is an issue with your request.

Please note that return processing times may be slightly longer during busy sales periods.

Refunds

Eligible refunds are processed to the original payment method once your return has been received, inspected and approved. 

Please allow up to 5 business days for your return to be processed after it arrives at our Head Office. Once processed, your bank or payment provider may require additional time for the funds to appear in your account. 

For payments made through Afterpay or PayPal, the refund will be processed in accordance with the relevant provider's procedures. The refund may not appear as a direct credit to your linked card. If you cannot locate your refund, please check your account with the payment provider.

Exchanges

Exchanges are subject to stock availability when your return is processed. 

If your requested exchange for a sale item is unavailable, you will be notified and a credit note will be issued for the value of the returned item.

Credit Notes

Credit notes are valid for 3 years from the date of issue and can be redeemed online at annaquan.com.au.

Your credit note will be added to your ANNA QUAN Shop account.

If you purchased an item using a credit note or gift card and are eligible for a return, a new credit note will be issued.

Afterpay and Other Buy Now, Pay Later Orders

Refunds are processed in accordance with the applicable payment provider's procedures. If you receive a credit note for an order purchased using Afterpay or another buy now, pay later service, you remain responsible for any outstanding payments on the original order. 

Your credit note can be used separately in accordance with our policy.

Please contact your payment provider directly for questions about instalments or payment schedules.

We're sorry to hear you've experienced an issue with your ANNA QUAN item.

Items may be considered faulty if they are received damaged or develop a manufacturing fault. Damage resulting from wear and tear or failure to follow garment care instructions may not be covered, depending on the circumstances.

If you believe your item may be faulty, please email shop@annaquan.com with your order number, a description of the issue and clear images of the item. Our team will review the information and advise you on the next steps.

Goods purchased from ANNA QUAN come with consumer guarantees under Australian Consumer Law that cannot be excluded. Depending on the circumstances, you may be entitled to a repair, replacement or refund, as well as compensation for reasonably foreseeable loss or damage.

Returns lodged outside the applicable timeframe or without prior authorisation may be declined.

Our Customer Care team will notify you by email if your return falls outside our policy. You will be given the option to have the item returned to you, at your own expense.

If payment for return delivery is not received within 14 days of our email notification, the item may be considered abandoned.

Items purchased through an authorised stockist or retailer must be returned directly to that retailer, in accordance with its returns policy.