If you have any unanswered questions, please feel free to reach out to us at support@anahatler.com. Our dedicated team will make every effort to respond to your email within a few hours. However, during times of high load, it is possible that our response time may be slightly extended. Rest assured, we are committed to assisting you and will get back to you as soon as possible. Your patience is highly appreciated.

Product Delivery

Upon receiving your order, we promptly process it within two days. We strive to ensure a smooth delivery process, and you can expect your order to be delivered within 7 to 10 days from the processing date.

Safe & Secure Payments

Online payment

  • All prices are inclusive of VAT (where applicable).
  • We accept online payment in a secure environment by credit/debit card, or via PayPal, google and app store accounts. We accept all major credit and debit cards.
  • When confirming your order, only the last four digits from your credit / debit card will be revealed.
  • The entire credit/debit card number will only be transmitted to the appropriate credit card company during order processing.
  • We do not accept payment by cheque or cash.

Secure online shopping

  • When confirming your order, only the last four digits from your credit card will be revealed.
  • The entire credit card number will only be transmitted to the appropriate credit card company during order processing.
  • Customer security is of highest priority and we have invested in 3D Secure to give complete peace of mind.

How long will it take to get my refund?

For an item(s) returned to store, your refund will be with you in 3-5 working days. This is the quickest way to receive a refund.

If you returned your item(s) via Parcelshop or via Collection, your return may take up to 2 weeks to reach us and be processed. You will receive an email confirmation when your refund been actioned.

Shipping, Returns and Exchanges

Cancellation Rights:

According to the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013, when you purchase goods online or by phone, you have the right to cancel your order and receive a full refund. You can request a refund from the moment you place your order until 14 days from the day of delivery (or from receipt of the last item if your order is delivered separately).

If you decide to cancel your order under these Regulations, you are responsible for the cost of returning the goods to us, or we may arrange collection if the goods cannot be returned by post.

Once we receive the correct item(s), we will refund the cost of the goods, including the standard delivery charge. Please note that we may make a deduction from the refund if the goods have been used, parts are missing, or the goods or their packaging are damaged.

Exclusions:

The cancellation right does not apply to the following items unless they are faulty, damaged, missing, or not in accordance with the specification:

  • Made to Measure products, including curtains, blinds, and accessories.
  • Live plants.
  • For health and hygiene reasons, we cannot offer refunds or exchanges on the following items unless they are returned unused and in their original packaging:
    • Mattress toppers.
    • Mattress and bedding protectors.
    • Duvets and duvet covers.
    • Pillows and pillowcases.
    • Throws & Blankets.
    • Mattresses.
    • Bedsheets.
    • Toilet seats.

If you wish to cancel your order, please follow our returns procedure within 14 days of canceling your order. You may also email us at support@anahatler.com during this 14-day period.

Your statutory rights for faulty, damaged, or missing items, or goods not as described, are not affected.

Returning a faulty item:

We are committed to selling high-quality products at Ana Hatler, but if an item is damaged or faulty upon arrival or purchase, we will gladly refund, repair, or replace it.

If the fault is discovered after 6 months, you need to provide evidence that the fault existed at the time of purchase/delivery. We will repair or replace the affected item if possible, and if not, you will be entitled to a refund, although the amount may be reduced for fair use.

Please note that we will only refund the delivery charge if the entire order is damaged or faulty. To organise a refund or replacement, please contact us through the ‘live chat’ icon on the Contact Us page, available Monday-Friday 8 am to 5:00 pm and Saturday 8:30 am to 2:30 pm.

How can I find your international delivery policy?

Currently we are only operating in United Kingdom, United States and Australia.

What should I do if my order hasn't been delivered yet?

E-mail us and provide your order id at support@anahatler.com