All orders are packed by us and shipped from our workshops in East London, and we take great care to ensure items arrive with you as they are intended. Please read through our terms and conditions below- if you have a query, or any special requirements relating to your order please email us at firstname.lastname@example.org.
Exchanging for items of a different value
If you wish to exchange your order for a lower value item, we will refund the difference to you within 14 days of shipping the replacement item to you. We reserve the right to deduct the cost of shipping the replacement item to you, but will contact you via email to confirm how much this will be. If you decide you don’t want to pay this additional shipping cost you can request a full refund of the original item, and we will process your refund within 14 days of receiving your refund request.
If you wish to exchange an item for a higher value item we will request the additional funds via Paypal and cannot process the exchange until we receive this. If you decide you don’t want to pay this additional cost you can request a full refund of the original item, and we will process your refund within 14 days of receiving your refund request.
Damaged or Faulty Items
In the unfortunate event that any items are damaged or faulty on delivery we ask you to please do the following:
-If there is visible damage to the package, and the item has been sent via a courier service please note ‘PARCEL DAMAGED’ on the delivery slip before accepting the parcel.
-Please photograph any visible damage to the package BEFORE unpacking it! (This will help us in any claim for damage caused by the carrier).
-Should you find that items themselves are damaged or faulty please photograph the damage or fault as best you can.
-Contact us at email@example.com, within 5 days of receiving your order. Please outline the nature of the problem, and include any photos that you think will help. Don’t forget to tell us your name, address and what you ordered in case this isn’t clear from the photos, and if you would like a refund, replacement or exchange (so we can reserve these items for you). We will then instruct you as to how to return the item.
-Please note we CANNOT accept damaged or faulty items for refund or exchange unless you contact us first to notify us of the damage and make arrangements for the return of item(s).
Full details of the return process for damaged or faulty items will be detailed on the returns slip included with your order.
Processing of Refunds
Refunds will be processed within 14 days of us receiving items back, as long as the following requirements have been met:
Returns and exchanges must be undamaged in original packaging, and include a completed returns slip (which will be included with your order)
Faulty or Damaged Items must have been brought to our attention and the return agreed by us- please see the section ‘Damaged or Faulty Items’ above.
Refund of Shipping Costs
Where a refund is requested for a return we will refund the original shipping cost, but not your cost to return it to us.
If a faulty or damaged item is returned to us we will cover both original shipping cost and your cost to return it to us. We will require a receipt for the cost of posting in order to refund the return cost in full.
Additional Shipping Costs
Where an exchange is requested we reserve the right to charge additional shipping costs to send any replacement items- we will request this via Paypal and cannot process the exchange until we receive this. If you decide you don’t want to pay this additional shipping cost you can request a full refund of the original item, and we will process your refund within 14 days of receiving your request.
We are required by law to declare the full value of parcels sent to customers outside of the EU. It is the customers responsibility to pay all customs charges and duties on any parcels ordered from Anden and we cannot be held responsible for items held by the relevant customs authority due to any non-payment of duties You would not be entitled to a refund or exchange of any items returned to us after non-payment of any customs duties.
We strive to represent and describe our items accurately. However due to the nature of some of the material we use is not possible to guarantee exact colour representation. Measurements are approximate and may vary slightly.