FAQ's

Order & customer account

No, you can also order as a guest. However, a customer account offers advantages such as being able to view your order history. You can also maintain and change your personal data at any time and do not need to enter your data again when placing a new order.

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 emails have landed in your SPAM folder.

If your email address is incorrect, we can change it for you and resend you the confirmations.

It is not possible to order by telephone or email for data protection reasons.

You can pay by credit card, PayPal or by invoice via Klarna.

It is not possible to add an item to an existing order.

It is possible to change the delivery address if the order has not yet been packed.

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.

In this case, please send us a message with this information and your order number. After receipt of the amount on our account we will solve this directly with Klarna.

All our discount codes are valid from a minimum order value of €150. They do not apply to sales, genuine 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.

This can happen if the selected items are not available in our stores. In this case, please select normal shipping.

You will find the link to your invoice in your order confirmation.

Shipping & Delivery

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.

Here you will find an overview of all shipping costs: 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 can be found here.

We deliver worldwide.

There are no additional costs for orders outside Germany. We pay customs duties and import taxes for you.

As soon as your order has been packed, you will receive an e-mail with tracking details for your parcel. This allows you to track the current location of your order at any time.

Your order is insured until the time 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.

For logistical reasons, it is not possible to ship two orders together.

There may be a slight delay in status updates 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.

In this case, please be sure to keep the shipping carton and document the damage with photos. Contact us immediately with all the information.

Please contact our customer service with a photo and your order number.

Returns & complaints

You can return your order within 14 days of receipt.

Simply register your return via this link; you will need your zip 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.

- 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? If so, your order cannot be registered via the returns portal - but we will be happy to send you a returns label.

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.

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.

If you are sending us a return from a non-EU country, 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.

⚠️ Unfortunately, the return cannot be accepted without the correctly attached customs documents and will be returned at your expense.

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, the return costs will be €3.95.

Please note that we will charge a returns fee, which will be offset against your refund. You may also have applied a discount code, which will also be deducted.

Yes, if there is a remaining balance, your gift voucher will be automatically topped up again.

Yes, simply enclose a note with both order numbers in the package.

Unfortunately, it is not possible to exchange items. Simply return the wrong size and reorder the desired size.

You are welcome to return your return to our stores at any time. Of course, you will not be charged any return fees.

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.

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

You can reach our customer service by e-mail at customercare@anitahass.com or by WhatsApp on +49 160 928 43 914.

Eppendorfer Baum 20
Ladneri, Herz articles and cooperations

EppendorferLandstraße 60
All designer brands, Herz articles, Ladneri and cooperations

You can find all information here