Refund policy

Refund & Returns

Return policy on customer remorse online sales (scroll to the bottom for pop-up/ retail store returns)

If you happen to change your mind, all items can be returned within a 14 day period, starting from the day after you receive your order. Please notify us for a seamless return process via email at info@anaphe.com

We only accept returns for customer remorse on the following conditions:

  • The item is new and unused with tags attached
  • For items with a manufacturer seal, the manufacturer seal must be unopened
  • The item cannot be damaged due to the handling or use of the customer
  • The item must be in its original packaging with all original accessories

In cases of customer remorse returns, shipping costs are paid by the customer and a restocking fee of 50HKD will be deducted from your return to cover to outgoing costs, checking and repacking. 

All online orders shall be returned via a shipping method to our warehouse and cannot be returned to pop up stores. 

Return policy on damaged, wrong or dysfunctional products

If you find products in your order damaged, wrong or dysfunctional please contact us directly by email at info@anaphe.com

In the aforementioned case, you will have 14 days to return these products and get refund or replacement. This period starts from the day you receive your order. 

You will not be charged for return shipping costs when returning an item that arrives damaged, wrong or dysfunctional, as the shipping costs will already be paid by us in the return label.

Items with damage can only be returned provided original tags are still attached and packaging is presented, items shall be unworn.

 

Returning an order

Contact us via email at info@anaphe.com, and state the reason of your return, and we will send the RMA return label according to the reason of your return.

Pack the item neatly and carefully and send the item. Please remember to include your order number in the package.

 

Cancelling an order

You have 12hours before the item(s) have been shipped to cancel your order.

In case your order has already been shipped, kindly follow the return policies stated above that correspond to your reason of return.

 

Lost shipments

If at least 2 days have elapsed since the expected delivery date, please contact our customer service via email at info@anaphe.com and allow us at least 5 days to investigate the item(s) whereabouts with the courier service. If we cannot track your shipment after the 5 day investigation, the shipment will be declared lost and you will be entitled to a full refund or we will send a replacement if you choose so.

You may learn more about our delivery policies here: Shipping Policy 

 

Refund process

The refund will be initiated once your product is received back in our warehouse and inspected by our team. Once approved, the refund take 5-10 business days to process. Refunds will be made in the original method of payment.

Contact Us:

Customer Support 24/7

Phone: +852 97953048

Email: returns@anaphe.com or info@anaphe.com

 

IN STORE RETURNS/ EXCHANGES including but not limited to pop-up events, markets & retail stores

Refunds for customer remorse items must be returned within 3 days of purchase* the first day being the date on the receipt.

Exchange Size; items purchased in store can be exchanged, subject to staff inspection of the item*, for an alternative size or colour within 7 days of purchase. If the size or colour required is no longer available a credit note will be issued for the same value as the item purchased. Please ensure you try the item in store before purchase and that the colour and style are suitable.

*Items must be exchanged/ returned in the same condition received; with packaging, tags attached, unworn and suitable for re-sale.

Contact Us:

Customer Support 24/7

Phone: +852 97953048

Email: returns@anaphe.com or info@anaphe.com