Refund policy

Exchanges & Faulty Items

We want you to feel beautiful and confident in your Anna pieces. If the fit isn't right, or something arrives with a problem, please contact annalabel.store@gmail.com with your order number so we can help.

Size, fit and change-of-mind exchanges

Please request an exchange within 30 days of receiving your order. Items must be unworn, unwashed and in their original condition, with tags and hygiene liners attached. Please try swimwear on over underwear and take care to avoid makeup, sunscreen or other marks.

Our voluntary change-of-mind policy offers exchanges rather than cash refunds. This does not limit any cancellation, refund or other rights you have under applicable consumer law.

Exchanges depend on stock availability. If your preferred piece is unavailable, we will discuss another style or an agreed alternative with you before you send anything back. For a higher-priced replacement, the price difference is payable before dispatch. Any balance for a lower-priced replacement will be agreed with you before proceeding.

For size, fit or change-of-mind exchanges and any other agreed voluntary return, all associated shipping and customs costs are the customer's responsibility, except where applicable law requires otherwise. This includes shipping the item back to Anna The Label in Indonesia; any import duties, taxes, customs clearance or courier handling charges assessed on that return; shipping the replacement to you; and any duties, taxes or clearance charges assessed on the replacement in your country. Free shipping on your original order does not include exchange shipping.

Please contact us before sending a return. We will confirm the return instructions, replacement delivery charge and any return charges known to us before proceeding. Customs charges are determined by the relevant authorities and may not be known in advance. Any such charges payable to Anna The Label must be settled before we dispatch a voluntary exchange. These charges do not apply to you where the law requires us to bear them, including applicable faulty-item remedies. Original delivery charges are not refundable under this voluntary exchange policy, except where required by law. We do not charge a restocking fee.

Discounted items follow the same exchange conditions unless explicitly marked final sale before purchase. Final-sale restrictions apply only to voluntary change-of-mind exchanges and do not remove rights relating to faults, incorrect items or statutory cancellation.

Faulty, damaged or incorrect items

Please check your order when it arrives. If an item is faulty, damaged or different from what you ordered, email annalabel.store@gmail.com as soon as you reasonably can with your order number, a description of the issue and photos if available. We may need to inspect the item to assess the issue.

We will arrange the appropriate repair, replacement or refund in line with your applicable consumer rights. You will not be required to accept store credit instead of a refund where the law entitles you to one. Where we confirm a fault or our fulfilment error, we will cover reasonable necessary return costs and any replacement delivery costs. Please contact us first so we can arrange a suitable return method.

The 30-day voluntary exchange window, original-packaging requirements and final-sale restrictions do not limit statutory rights for faulty goods. Normal wear or damage caused by misuse is not a manufacturing fault; we will assess each issue fairly.

How to arrange an exchange or report a problem

  1. Email annalabel.store@gmail.com with your order number, affected item and reason for contacting us. For exchanges, include your preferred replacement size, colour and style.
  2. We will confirm the next steps, availability, any agreed costs and the correct return address. Please do not send items to the shop or another address without receiving return instructions.
  3. Pack the item securely and use the agreed return service. Keep your shipping receipt and tracking details.
  4. We will inspect the returned item and confirm the exchange or appropriate remedy. Replacement delivery timing depends on destination and stock availability.

If a refund is due, it will be returned to the original payment method wherever possible and within the period required by applicable law. Bank processing time may vary.

International customer rights

This policy is in addition to your statutory consumer rights. Where applicable law gives you cancellation or refund rights beyond this policy, those rights apply. In particular, eligible EU/EEA and UK distance purchases may carry a statutory cooling-off right; any lawful hygiene-seal exceptions depend on the item and circumstances and do not remove faulty-item rights. Contact us to exercise an applicable cancellation right; our voluntary exchange approval process does not restrict it.