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Most frequently asked

Not clear? Don’t worry, here are some of the questions we are most frequently asked. And if you want to ask us something else, you can contact us on email address shoponline@annarobert.es, Facebook, twitter or on telephone number 968 70 36 66 and we will be delighted to attend to you personally.

How can I contact the Customer Service department at Anna & Robert?

You have two ways to communicate with the Customer Service department, via email using shoponline@annarobert.es or by telephone on + 34 968703666.

 

Opening hours: Monday to Thursday from 09.00 to 14.00 and from 16.00 to 20.00, Friday mornings only from 09.00 to 14.00. During the months of June, July, August and September from 09.00 to 14.00.

What is the expiry for gift vouchers of discount coupons?

Both gift vouchers and discount coupons expire 6 months from date of issue.

What do I do if I have an A&R gift voucher?

You can exchange it for whatever you like the most from amongst the accessories at Anna & Robert. Once you have selected your products, when you reach the final purchase summary, enter your gift voucher code and the amount will be automatically deducted from the total amount of your purchase.

 

Gift vouchers are only valid at: annayrobert. The voucher is only valid for one sole purchase. Money not used will not be refunded.

Can I purchase gifts from the Anna & Robert website?

Anna & Robert offers you the A&R gift voucher to that you can send a gift to whomsoever you wish and they can then choose the accessory that most suits their taste. You can buy a gift voucher and select whatever amount you prefer.

What should I do if I receive an incorrect item?

If by error you receive an item you have not requested, you should contact out customer service department at shoponline@annarobert.es.

What is the home delivery process?

If you have chosen home delivery, we will send you a delivery confirmation email (when your order is about to leave the warehouse), another containing a tracking link (with a link to the Courier Company website) and lastly the courier company itself will contact you via SMS or e-mail to inform you about the delivery of your order.

How much must I pay for delivery and when will my order arrive?

Delivery costs will depend on the type of delivery selected and the destination country.

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* This can take longer in countries that require customs clearance.

 

Important information for deliveries beyond the mainland:

Taxes, customs and other fees are not included in the delivery costs paid in your Purchase Order. Anna & Robert shoponline has no control over these fiscal policies that vary from country to country. The international courier service we work with may present you with a separate invoice from local customs authorities. Please remember this.

Where can I receive my order?

Deliveries are made to any part of Europe, to whatever address you indicate, either home or work, apart from PO boxes.

For additional deliveries, please ask for information at shoponline@annarobert.es.

Is it safe to use my credit card on the website?

Yes. Payment details are transmitted encrypted, contacting directly with the bank that has issued the card. Once authenticity has been confirmed, the card will be charged. Failing this, the order will be cancelled.

Is it safe to buy from the Anna & Robert online shop?

At Anna & Robert we are aware of the importance of security on the Internet. We guarantee the safety of your purchases, using secure payment systems, transmitting the date directly and encrypted to the financial entity.

Can I obtain an invoice in the name of my company?

 

Yes. You need simply tick the “Company” option under personal data, and include the details requested.

Why might my credit card have been denied?

A card can be refused for any of these reasons:

Expiry: check the expiry date.

Card limit: check with your bank that the card hasn’t exceeded the agreed limit for purchases.

Erroneous details: check that you have correctly completed the fields indicated.

What form of payment can I use for my purchase?

Anna & Robert has the following methods of payment:

Credit card: Visa, Mastercard and American Express

Paypal

Bank transfer *

* Bank transfer costs will be covered by the purchaser.

Can I delete an item from my order?

Yes, you can delete any item you don’t want from your shopping cart, always providing you have completed the order and made payment.

Can I find out the status of my order?

Access the “Orders placed” section from your account and from there you will be able to check the status of your order at any time.

How can I make sure I have placed my order correctly?

When you have completed your order, you will receive a confirmation email at the email address you have indicated. In the event of failing to receive one, you should contact the customer service department at shoponline@annarobert.es.

Do the product prices include VAT?

The product prices include all taxes, but not delivery costs, these will be added at the end of the purchasing process.

Will I receive the same product I see in the photo?

Anna & Robert shows the colours of the articles in as realistic a manner as possible. However, the colour may vary depending on the light or the quality of the photograph, the monitor or other factors beyond our control.

How can I recover my forgotten password?

If you have forgotten your password, you can recover it in the “Register” section, once again requesting your access data. You will receive an email with your new password.

Is it possible to receive information by emails with latest news and special offers?

Yes, you must register your email address in the ‘Newsletter’ section and you will receive information about all Anna & Robert latest news, look-book and events.