RETURNS POLICY

You have 7 days from the date of delivery to lodge your return. Once approved, please post your return within 7 days.  

  • FULL PRICE ITEMS can be returned for a full refund, 110% credit note or exchange.
  • SALE ITEMS can be returned for a credit note or exchange only.
  • FINAL SALE ITEMS are not eligible for a refund, credit note or exchange unless deemed faulty.

 

Please note, ANNA QUAN does not cover the cost of returns.

Returned items must be unworn, unused and in original condition with all tags and packaging intact. If your return does not comply with these conditions your item/s will not be accepted and returned to you at your cost.

 

HOW TO SUBMIT A RETURN REQUEST

If all the conditions of return policy are met in accordance with the above, you may submit a return by:

1. CLICK HERE to submit your returns request through our portal.

2. Enter your customer order number in full including any prefix symbols and letters along with your order email address or postcode.

3. Please allow up to 2 business days for your request to be reviewed.

4. Once your return has been reviewed & approved you will receive a confirmation email that your refund, credit note or exchange has been accepted. Please follow sending instructions attached to the confirmation email.

5. If you choose to not purchase a returns label through our portal, we recommend that you use a traceable service to return your parcel as ANNA QUAN is not liable for any lost or stolen parcels.

6. If your return request does not meet our returns policy requirements, you will be contacted by our client services team.

7. Please allow up to 5 business days for your return to be processed once your return has been received at our Head Office.

For assistance with your return, please contact our client services team at  shop@annaquan.com.

EXCHANGES

Exchanges relating to size or product will be subject to availability upon the processing of your return. We do not place holds on items for exchange.

If you are lodging a sale item for an exchange and upon processing your return your desired exchange is unavailable, you will be issued a credit note to the value of the item.

SALE AND FINAL SALE ITEMS

All items marked FINAL SALE are final. ANNA QUAN does not accept returns for refund, exchange or store credit on any final sale items unless they can be shown as incapable of being worn at the time of purchase.

Sale items reduced during a flash or promotional sale can be returned for a store credit or exchange. No refunds apply. Please refer to terms and conditions for each individual promotion.

CREDIT NOTES

Full price returns are elgibile for a 110% store credit. Credit notes are valid for 3 years from issue date, and will be emailed to you with a unique code to use online at ‘annaquan.com.au’. If you have purchased an item using a credit note, you will be issued a new credit note as a return.

FAULTY ITEMS

We aim to provide our customers with products of the highest standard and quality. If you have received an item with a major defect please submit your return via the returns page and contact our client services team at shop@annaquan.com or reach out via Live Chat.

Goods may be classified as faulty if they are received damaged, or where a manufacturing fault occurs. Please note that items that are damaged as a result of wear and tear or incorrect garment care are not considered to be faulty.

Goods purchased from the Website come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

CAN I RETURN MY ITEM(S) IF IT IS OUTSIDE THE 7 DAY PERIOD?

If goods are lodged outside the policy period or without returns authorisation, they may not be refunded.

Our customer care team will notify you via the email you have provided to inform you if the goods fall outside the policy or have been returned without prior authorisation.

You will be asked if you want the goods to be sent back to you and you will be responsible for any delivery costs.

If you do not pay for the delivery costs for the return within 14 days of email notification, ANNA QUAN will deem the goods to have been abandoned by you.

 

CAN I RETURN MY JEWELLERY?

JASMINE SPARROW jewllery can be returned in accordance with our normal returns policy. All earring purchases are final sale. For hygiene purposes, we are unable to accept returns on earrings unless deemed faulty by our team.

CAN I RETURN AN ITEM(S) THAT I PURCHASED WITH AFTERPAY?

If you have purchased using Afterpay or another buy now pay later option, you will be refunded or credited back to your chosen platform. If you are receiving a credit note, you will continue to make payments until the original item is paid for and you will be issued a new credit note via email to use straight away.

For further assistance please contact our client services team.