Orders & Returns

Delivery methods & charges

All orders are sent by Royal Mail 1st Class. I only ship to addresses within the United Kingdom. I do not ship to addresses outside of the UK.

• Delivery charge for orders under £30: £3.50 per order (most of my items have to be sent as “small parcels” due to their thickness. But if I manage to post your order as a “large letter”—for instance just 1 set of face scrubbies—I will refund you the difference in postage.)
• Delivery charge for orders over £30: FREE (plus a little gift!)

If you require postal insurance or another delivery method (for instance: tracked, or Special Delivery), please contact me BEFORE making your purchase so that I may advise on the additional costs.

Please note: I reserve the right to change my delivery costs without notice—I hate being forced to put prices up, but Royal Mail make me do it, if truth be told, I’d rather you spent the extra dosh on my products instead :o)

Despatch & delivery times

I aim to despatch all orders within 3 working days of your purchase. The despatch time is how long after you place the order you should expect the item to be shipped, it is not how long it will take to arrive with you.

If you’re in a desperate hurry, let me know BEFORE making your purchase and I’ll see what I can do :o)

Royal Mail 1st Class post is not a guaranteed next day service, though most orders do arrive within a couple of days. However, please allow 10 working days for delivery (this is a time limit imposed by Royal Mail, not me). 

Please note: I have no control over delivery times, especially during strikes by Royal Mail. If you need your order by a very specific date and no later, then either consider upgrading to a priority postal method, or do not order at this time. I’d rather not make a sale than you get disappointed by a late delivery. Again, this is out of my hands, unfortunately.

Please also review my Returns & Refunds Policy below.

Packaging

I try and use recyclable or recycled packaging whenever possible. I do try and avoid using plastic, or if I must, I try and re-purpose packaging I already own, so as to not introduce more plastic into the environment. Your order may therefore be packaged in previously used packaging.

If you have any specific requirements, please contact me BEFORE making your purchase, so we can discuss the available options.

I want you to be 100% happy with your purchase. If there are any problems with your order, or you are dissatisfied in any way, please email me at hello@annarella.co.uk or get in touch via the contact form and I shall do all I can to rectify the situation.

You have the statutory right to cancel your order for any reason within 14 days beginning with the day you receive the item and another 14 days to return your item to me.

Please note: you must return each item in the same condition in which you received it. This means that the item must be returned unused and undamaged. It must also be in its original packaging. You are responsible for return postage costs and any loss in value if an item is not returned in its original condition.

I do not accept returns for products which have been made to your specifications or clearly personalised, unless they are defective.

If you would like to request a refund, please email me at hello@annarella.co.uk or get in touch via the contact form.

To complete your return, I will require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

• Any item that is not in its original condition, is damaged or there are missing parts for reasons not due to my error.
• Any item that is returned more than 30 days after delivery.

Once you have contacted me to request your return, I will provide you with a return address to which you will need to post your item.

You will be responsible for paying for your own postage costs for returning your item. Postage costs are non-refundable. If you receive a refund, the cost of the postage (if applicable) will be deducted from your refund.

It is your responsibility to ensure I receive your return safely. You may consider using a trackable delivery service or purchasing postage insurance. I don’t guarantee that I will receive your returned item.

Once your return is received and inspected, I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded, unless defective.

Late or missing refunds

If you haven’t received your refund within the prescribed timeframe, please contact your bank and credit card company. There is often some processing time before a refund is processed.

If you’ve done all of this and you still have not received your refund, please email me at hello@annarella.co.uk or get in touch via the contact form.

I only replace items if they are defective or damaged. If you need to exchange an item, please email me at hello@annarella.co.uk or get in touch via the contact form.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Questions, comments and requests regarding my Returns & Refunds Policy are welcomed and should be addressed to Anna Sorrentino at hello@annarella.co.uk or sent via the contact form.

Annarella is the trading name of Anna Sorrentino.