Return & Refund Policy

Last updated: 23 July 2026

At Anna & Stefan, we want your shopping experience to feel clear, simple and reassuring. Please read our returns, refunds and cancellations policy carefully before placing an order. This policy does not affect any rights you may have under the Australian Consumer Law.

1. Return period

You may request a return within 30 days of delivery, provided the item meets the return conditions below. To begin a return, please contact our customer support team before sending any item back, so we can approve the request and provide the correct return instructions.

2. Return conditions

To be eligible for a return, the item must be:

• Unworn, unused and undamaged
• In its original condition, with all original labels, tags and packaging where applicable
• Requested within the 30-day return period
• Approved by our customer support team before being sent back

You may try on clothing and footwear for fit, as you would in a shop. However, items that show signs of wear, washing, damage, perfume, make-up marks or other use may not be eligible for a full refund. If an item has been handled beyond what is necessary to check fit, style or condition, a reduction in refund value may apply.

3. Damaged, faulty or incorrect items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible after delivery so we can review the issue and help resolve it. Please include your order number, clear photos of the item and packaging, and a short description of the issue. Once reviewed, we may offer a replacement, refund, partial refund or another suitable solution depending on the circumstances. Please do not return a damaged, faulty or incorrect item before contacting us, as this may delay the resolution.

4. Items that cannot be returned

For hygiene and safety reasons, we cannot accept returns for certain items unless they are faulty. This may include underwear, swimwear where the hygiene seal has been removed, pierced jewellery, and personalised or custom-made items. If a product has specific return restrictions, these will be considered as part of the return review.

5. Return shipping

Customers are responsible for the cost of return shipping unless the item received was damaged, faulty or incorrect. We recommend using a tracked shipping service and keeping proof of postage until your return has been received and processed. Anna & Stefan is not responsible for return parcels that are lost, delayed or sent to the wrong address.

6. Restocking fees

Anna & Stefan does not charge restocking fees.

7. Return address

Returns must only be sent to the return address provided by our customer support team after your return request has been approved. Please do not send returns to our business address unless we specifically instruct you to do so; the business address listed in this policy is for company information only and is not a returns destination. Returns sent to an unapproved address may not be processed.

8. How to start a return

To request a return, contact us at info@annaandstefan.com with your order number, the item(s) you wish to return, the reason for your return, your full name and delivery address, and photos if the item is damaged, faulty or incorrect. Our customer support team will review your request and provide the next steps.

9. Order cancellations

If you would like to cancel your order, please contact us as soon as possible after placing it. Once an order has been processed, fulfilled, dispatched or handed over to our logistics centre, it can no longer be cancelled. If your order has already been shipped, you may request a return after delivery in accordance with this policy. Anna & Stefan does not charge cancellation fees.

10. Refunds

Once your return has been received and inspected, we will notify you of the outcome. If your return is approved, your refund will be issued to the original payment method used at checkout within 10 business days. Please allow additional time for your bank or payment provider to process the refund after it has been issued. Original delivery costs, where applicable, may not be refundable unless required by law or unless the item was damaged, faulty or incorrect.

11. Exchanges

Exchanges may be possible depending on stock availability and the condition of the returned item. If you need a different size, colour or style, please contact us before sending anything back and our customer support team will advise on the available options. If an exchange is not available, you may request a return in accordance with this policy.

12. Questions about returns

If you have any questions about returns, refunds, cancellations or your order, our customer support team will be happy to help at info@annaandstefan.com or +44 7882 740793.

Our Business Information

Store name: Anna & Stefan
Company name: A.A.Z. Commerce
Company number: 98251147
Email: info@annaandstefan.com
Phone: +44 7882 740793
Business address: Hugo de Grootsingel 56, 1611ZS Bovenkarspel, The Netherlands
Customer service hours: Monday to Friday, 9:00–17:00 (AEST)
Response time: We aim to respond within 12 hours during business days.