FAQ's
Order & Shipping
Do I need a customer account to place an order?
You do not need a customer account to place an order, but can also order as a guest.
What payment methods are available to me?
You can pay for your order by credit card, via Paypal or Klarna (purchase on account).
Can I add an item to my order?
It is not possible to add an item to an existing order.
Can I still change the delivery address?
It is possible to change the delivery address if the order has not yet been packed.
Can I cancel my order or an individual item from it?
It is possible to cancel individual items or the entire order, provided the order has not yet been packed. Please contact customer service as soon as possible.
Can two orders be sent together in one package?
For technical reasons, it is not possible to send two orders together.
Can I also order by phone or email?
It is no longer possible to order by telephone or email for data protection reasons.
What is the minimum order value for free shipping?
Orders from an order value of 300 € are free of shipping costs.
For Free Shipping information for countries outside Germany, please click here.
How long does shipping take?
Your order is usually handed over to the desired shipping service provider after 1-3 working days. If you need it faster, you can choose the express delivery option for a fee.
Where is my parcel?
As soon as your order has been packed, you will receive a shipping confirmation with tracking information for your parcel. This allows you to track the current location of your order at any time.
What fees do I have to pay for orders from abroad?
For orders outside Germany, additional fees in the form of customs duties and import taxes may apply. These fees are determined by the customs authorities of the respective recipient country and are to be borne by you as the recipient of the goods.
These fees are usually processed by the shipping service provider. As soon as your order has arrived in the destination country, they will contact you to clarify the payment modalities. You can pay the fees online, by telephone or in person upon delivery. Please make sure that someone is on site to receive the parcel if you wish to pay the charges on delivery.
The amount of duties and taxes varies by country and in some cases can be up to 45% of the value of the goods. For exact information on the applicable fees, please contact the relevant authorities in your country.
Important: These fees are not shipping costs, but statutory charges of the respective country. Anita Hass Hamburg GmbH is not responsible for these costs.
If a parcel is not delivered and returned to us due to unpaid duties and taxes, the charges incurred will be deducted from your refund.
If you have any questions, please feel free to contact us directly.
Exchanges & returns
Can I exchange an item?
It is not possible to exchange items. Return the wrong size in two simple steps and reorder the desired size.
How long do I have to return my order?
You can place your order within 14 days return after receipt.
How do I get a shipping label for my return?
Simply report your return via this link for this you will need your postal code and the Order number preceded by the # symbol. It is not necessary to print out the shipping label; you can scan and print it at any parcel store or Packstation using the QR code.
Can I return items from several orders in one package?
The environment will thank you! Simply enclose a note with both order numbers in the package.
When will I be refunded for my return?
Once your return has been received, it will be processed and checked for content, completeness and condition before a refund can be issued. This can take up to 5 working days. The refund will be made using the same payment method that was used for the purchase.
Is the return free of charge for me?
No. The return costs for orders within Germany are €3.95 and will be offset against your refund.
The return costs for orders outside Germany are € 5.95 and will also be offset against your refund.
Can I also return my order in the store?
You are welcome to return your return to our store at any time. Of course, you will not be charged any return fees.
Can I only return one item from my bundle?
Yes, you can return an item from your bundle. However, you will then pay the original price of the individual item. The bundle offer is then no longer valid.
I am returning goods from abroad - what do I need to bear in mind?
If you are returning goods to us from outside the EU, Please make sure to print out all customs documents and stick them clearly visible on the outside of the parcel.
The required customs documents are created automatically when you register your return via our returns portal and can be downloaded in the last step.
⚠️ Unfortunately, the return shipment cannot be accepted without the correctly attached customs documents and will be returned at your expense.