FAQ's
Order & customer account
Do I need a customer account to place an order?
No, you can also order as a guest. However, a customer account offers advantages such as access to your order history. You can also update and change your personal details at any time and do not need to enter your details again when placing a new order.
How do I find my order number and what can I do if I have not received an e-mail confirmation?
You can find your order number either in your customer account or in the order confirmation you received by e-mail. This always begins with #2000 ...
Please first check whether the e-mails have landed in your SPAM folder.
If the e-mail address is incorrect, we can change it for you and send you the confirmations again.
Can I also order by phone or email?
It is not possible to order by telephone or email for data protection reasons.
Which payment methods are available?
You can pay by credit card, PayPal or by invoice via Klarna.
Can I add an item to my order at a later date?
It is not possible to add an item to an existing order.
Can I change the delivery address?
It is possible to change the delivery address as long as the order has not yet been packed.
Can I cancel my order?
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.
I accidentally paid to anitahass.com instead of Klarna. What do I do now?
In this case, please send us a message with this information and your order number. Once the amount has been credited to our account, we will resolve this directly with Klarna.
Why can't I redeem my discount code at checkout?
All our discount codes are valid from a minimum order value of €150. They do not apply to sales, real jewelry, vouchers, Anita Hass or x Anita Hass cooperations. They only apply to the new season. The discount code cannot be combined with other promotions or discount codes.
Why can't I select collection as the shipping method?
This can happen if the selected items are not available in our stores. In this case, please select normal shipping.
Where can I find my invoice?
You will find the link to your invoice in your order confirmation.
Shipping & delivery
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 shipping option for a fee.
What are the shipping costs?
You can find an overview of all shipping costs here: https://anitahass.com/pages/versandbedingungen
Orders to Germany are free of shipping costs from an order value of €300.
Free Shipping information for countries outside Germany, you will find here.
Where do you ship to?
We deliver worldwide.
There are no additional costs for orders outside Germany. We pay customs duties and import taxes for you.
Where is my parcel?
As soon as your order has been packed, you will receive an e-mail with the tracking number for your parcel. This allows you to track the current location of your order at any time.
Who is liable for my parcel?
Your order is insured until the goods are handed over.
DHL Paket or DHL Express is liable from the time of handover to the shipping service provider until delivery to you or a third party. If you have issued a drop-off authorization or a change to your delivery to DHL Paket or DHL Express, the liability expires.
Can two orders be sent together in one parcel?
For logistical reasons, it is not possible to send two orders together.
My shipment is not moving or is being returned - what can I do?
There may be a slight delay in the status update from DHL Paket or DHL Express. If the status has not changed after more than 48 hours, we will be happy to assist you.
In individual cases, it may also happen that a parcel is returned to us. In this case, we will help you personally.
My parcel arrived damaged or incomplete - what should I do?
In this case, please keep the shipping carton and document the damage with photos. Contact us immediately with all the information.
I have received the wrong item - what should I do?
Please contact our customer service with a photo and your order number.
Returns & complaints
How long do I have to return my order?
You can return your order within 14 days after receipt.
How do I get a shipping label for my return?
Simply report your return via this link 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 it using the QR code in a parcel store or Packstation of your choice and have it printed.
If a delivery bill is enclosed with your parcel, please enclose it with the return.
I cannot register my return, what do I have to consider?
- Your order number must be preceded by the # symbol.
- The zip code must correspond to the delivery address.
- The returns period is 14 days after receipt.
- Have you ordered by collection or courier? Then your order cannot be registered via the returns portal - but we will be happy to send you a returns label.
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.
Please note that cosmetic products are excluded from exchange for reasons of health protection and hygiene once the seal has been removed after delivery. Returns of our 3D Sticker Charms are also excluded as soon as the protective adhesive film has been removed.
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.
I am returning from abroad - what do I need to bear in mind?
If you are returning an item from outside the EU, please make sure you 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.
⚠️ Without the correctly attached customs documents, the return cannot be accepted and will be returned at your expense.
How do I return my collection or courier delivery?
You can either hand in your return free of charge at one of our stores or we will send you a returns label. In this case, return costs of €3.95 will be charged.
Why have I been refunded the wrong amount?
Please note that we charge a returns fee, which will be offset against your refund. You may also have applied a discount code, which will also be deducted.
Will my gift voucher be recharged in the event of a return?
Yes, if there is a remaining balance, your gift voucher will be automatically recharged.
Can I return items from several orders in one package?
Yes, simply enclose a note with both order numbers in the parcel.
Can I exchange an item?
Unfortunately, it is not possible to exchange items. Simply return the wrong size and reorder the desired size.
Can I also return my order in store?
You are welcome to return your order to our stores 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 one item from your bundle. However, you will then pay the original price of the individual item. The bundle offer will then no longer apply.
I want to complain about an item - what do I have to do?
Our customer service will record your complaint and forward it to the relevant brand. We will need photos of the defects and your order number.
Stores & Contact
How can I contact customer service?
You can reach our customer service by e-mail at customercare@anitahass.com or by WhatsApp on +49 160 928 43 914.
In which store can I find which items?
Eppendorfer Baum 20
Ladneri, Herz articles and cooperations
Eppendorfer Landstraße 60
All designer brands, Herz articles, Ladneri and cooperations
What are the opening hours of the stores?
You can find all information here