FREQUENTLY ASKED QUESTIONS

Ordering Current Season

a. How do I find the right bag?

i. There are two ways to find the right bag. From the Shop Online section, the first option is to use the categories along the left hand side of the page to navigate. You can browse categories such as Top Handle, Totes, or Clutches to view the entire available collection. Alternatively, if you are looking for something more specific, for example a black bag, you can enter ‘black’ into the search bar on the top right hand corner of every page.

b. I have found a bag I like, where do I find more information on it?

i. Each product has on its individual product page; detailed photos, scale photos, and information about materials and dimensions. You can also click on the 360 and Zoom buttons below the item to see the product on all sides as well to as zoom in for a closer look.

c. What if the item I want is out of stock?

i. From the product page, click to be added to our waiting list and enter your information. Alternatively, please email the product and contact details with ‘Waiting List’ in the subject line to assistant@anyahindmarch.com.

d. I still have questions!

i. Anya’s Assistant is standing by Monday to Friday from 10 am to 5:30 pm to answer your questions.  For any assistance please call: +44 (0) 20 7501 0168. Out of these hours please email assistant@anyahindmarch.com.

e. How do I order the item I want?

i. From the product page, click on “Add to Shopping Bag.” This will add the item to your shopping bag. Once you are ready to go to checkout, click on Shopping Bag on the upper right hand corner, which will take you to a list of items to review your order. After any necessary adjustments, click “Proceed to Purchase” which will take you to checkout and payment.

f. How do I pay?

i. Payment Process

1.     After clicking "Proceed to Purchase" from your shopping bag, you will be directed to a Sign In screen, this is Step One.
If you are an existing Anya Hindmarch user (Existing Customer), please enter your email and password.

If you are new to Anya Hindmarch, you will have the option to either create an account (New Customer) with an email or password of your choice, or continue as a guest user (Quick Checkout) without creating an account.

Enter your email address for confirmation of order, select the preferred option below and "Proceed to Purchase."

2.     Step Two is ‘Delivery’. Here we will ask you for Personal Details: this is your billing address.  If billing and shipping are the same, press “Proceed to Purchase.”

If you would like your order delivered to a different address, please click 'NO' when it asks if the billing address should be used for delivery, then select "I Want to Enter a New Address," then after entering select “Proceed to Purchase.”

*Please note both billing and shipping must be outside the EU in order to have VAT reduced and orders must have both a valid US billing and shipping address to pay in USD.

3.     Step Three is ‘Order Summary’. This is where you can select Same Day Delivery (within qualified postcodes, see Delivery for details), review your information and add a gift message or use a gift voucher, if desired. Please check your billing and delivery addresses for accuracy to prevent any delays in processing your order. Your requested items will be shown, along with an estimate of shipping. For international orders, your total will reflect the VAT reduction. If everything is correct, press “Proceed to Purchase.”

4.     Step 4, Payment. We accept all major credit cards. Please enter your card details in the required boxes (details with * next to it are required) and check the box for “I accept the Terms & Conditions” then “Proceed to Purchase.”

*Please note if your bank requires additional verification, it is at this point Verified by Visa or SecureCode by MasterCard will appear if required. Please see Security below for more details.

5.     Step 5, once your payment details have been entered, click “Proceed to Purchase.” At this point you will be given a confirmation of your order, with order number. You will also receive a confirmation email.

ii. Security – All transactions on this website are processed through a secure, third party payment system which encrypts your card details in a protected host environment.

*Please note your bank or card issuer may require an additional step for online payments through 3-D Secure authentication. This is Verified by Visa or MasterCard SecureCode and provides an added layer of protection for online transactions. If this is required by your card issuer you will be redirected to an authentication (password) page created by your bank, which will appear within a page of the Anya Hindmarch website. If you have not previously registered, you may be asked to create a password or series of security questions set by your bank. For additional information or help regarding the process, please contact Anya’s Assistant at assistant@anyahindmarch.com or visit the Verified by Visa or MasterCard SecureCode sites.

iii. Order Confirmation – You will receive an email confirmation within hours of placing your order online**, alternatively please login to your account (using the My Account button) and select My Order History to verify it has been confirmed. If your order is held for any security checks, you will be contacted within 48 business hours by telephone by a member of the Anya Hindmarch team, so please ensure you provide an accurate and convenient telephone number in your order details.

** Please note your order will have a status of Pending until it has been security checked. By ordering through the Anya Hindmarch site you consent for any personal information supplied by you to be validated against appropriate third party databases if required. Please see Terms & Conditions and Privacy Policy for full information.

Ordering Bespoke Products

Please note there may be different policies and requirements for Bespoke items, for detailed information please see the FAQs for our Bespoke collection.

Order Information

a. How do I know if my order has gone through?

i. You will receive an email confirmation within hours, alternatively please login to your account (using the My Account button) and select My Order History to verify it has been confirmed. We reserve the right to refuse any order pending stock and security checks, please see our Terms & Conditions for full details.

If your order is held for any security checks, you will be contacted within 48 business hours by telephone by a member of the Anya Hindmarch team, so please ensure you provide an accurate and convenient telephone number in your order details.

* Please note your order will have a status of Pending until it has been security checked. By ordering through the Anya Hindmarch site you consent for any personal information supplied by you to be validated against appropriate third party databases. Please see Terms & Conditions and Privacy Policy for full information.

b. What is the status of my order?

i. You will receive email confirmations once your order has been received as well as when it has been despatched, however you can always check your status by logging into your account using the My Account button. Orders will say ‘Pending’ until our despatch centre has confirmed your order has been shipped, at which point your status will change to ‘Despatched’. You will also receive an email confirming this.

c. My order says “Held – Awaiting Stock,” what does this mean?

i. Your order may have been held for a variety of reasons, including being held whilst your stock is being created (for bespoke and personalised items), for address confirmation, product availability, or payment queries. If your order is held, you will be contacted by a member of our team to discuss your order with you.

In the event a product is out of stock or unable to be shipped due to destination country import regulations, you will be notified by a member of our team. If the order contains multiple items, the order will ship the remaining products and you will be refunded for any items not shipped, delivery charges will still apply.

d. How can I track my order?

i. All orders are shipped via DHL and typically arrive next business day after despatch for UK and 3-5 business days after despatch for the rest of the world. If it has not arrived after this time frame, please contact Anya’s Assistant on +44 (0) 20 7501 0168 or assistant@anyahindmarch.com to obtain your tracking number in order to track your package through DHL

Cancellations, Returns & Exchanges

a. What if I need to cancel my order?

i. Please contact a member of the Anya Hindmarch team as soon as possible. As we make every effort to despatch orders as soon as they have been accepted, please call our office directly at +44 (0) 20 7501 0168 between 10:00 am and 5:30 pm GMT Monday to Friday excluding holidays. Outside these hours, please email Anya’s Assistant at assistant@anyahindmarch.com.

b. I’ve received my order, but I want to return or exchange it, what do I do?

i. Please contact Anya’s Assistant at assistant@anyahindmarch.com with RMA in the subject line to get a Return Merchandise Authorisation (RMA) number. This number should be included on your returns form. Please also specify whether you would prefer a refund or an exchange. If you request an exchange,  Anya’s Assistant will contact you to confirm your choice of product. All refunds and exchanges must include the returns form and have any security tags still attached with original packaging (including dust bag) intact. Shipping of your new item is complimentary.

c. Can I return or exchange my order at my local store?

i. Orders purchased through AnyaHindmarch.com can be returned to the address listed on the returns form included with your order or to standalone stores in the UK and US. Items purchased online cannot be returned to concessions, stockists or stores outside the UK and US.

d. For information regarding our returns policy, please see Returns, Exchanges and Refunds.

Delivery Information

* Orders come beautifully wrapped in our iconic black and white Anya Hindmarch carrier bag topped with a signature bow and shipped in a discreet, unbranded white box. To keep package sizes reasonable, we are only able to provide one carrier bag per box, if you are ordering gifts for multiple recipients please place separate orders for each.

Please note sale orders will still be shipped with utmost care to prevent any damage in transit, however will not include carrier bags or ribbon.

a. What courier do you use?

i. We use DHL for all UK and global orders as we have found them to be the quickest, safest and most reliable transporter. Please note a signature is required and your package may be held by DHL if no one is present to receive it.

b. Where do you ship?

i. We ship worldwide using a secure door to door delivery service, provided by DHL. We regret that as we do require signatures on all deliveries, we are currently unable to ship to Post Box (PO Box) or APO/FPO addresses. Additionally we do not ship to any address in Afghanistan, Belize, Nigeria, Pakistan, Romania, or Yugoslavia.

c. How long does it take?

i. For same day delivery, orders must be placed by 2:00 pm Monday to Friday and have a destination within London postcodes EC1, EC2, EC3, EC4, WC1, WC2, SE1, N1, NW1, W1, W2, SW1, SW3, SW7, SW8.

ii. UK orders placed Monday to Friday will be received within 3-5 working days. Orders received over weekends and holidays will be treated as if received on the next business day. Please note a signature is required and your package may be held by DHL if no one is present to receive it.

iii. International orders placed Monday to Friday will be received within 7-10 working days. Orders received over weekends and holidays will be treated as received the next business day. Please note a signature is required and your package may be held by DHL if no one is present to receive it.

** Please note due to the busy nature of sale season, we make every effort to despatch items within our standard delivery time, however due to volumes we do request up to two additional working days after your order confirmation for your package to be despatched. If for any reason we anticipate a delay beyond this, you will be contacted by Anya’s Assistant.

d. Can I pay online and pickup in store?

i. Orders purchased through anyahindmarch.com cannot be picked up, returned, or exchanged in any of our stores.

International Orders

a. How can I pay for an international order?

i. We accept all major credit cards and paypal. Payment is only debited from your card at time of dispatch, although some card issuers will place a hold on funds; this is up to the individual card issuer and is outside of Anya Hindmarch control. All transactions on this website are processed using Datacash, a secure online payment system that encrypts your card details in a secure host environment.

b. Can I pay in another currency?

i. The two currencies accepted by Anya Hindmarch are United States Dollar ($USD) and UK Pound Sterling (£GBP). Orders must have a valid US billing and shipping address in order to pay in $USD, all other orders in the UK and the rest of the world will be charged in £GBP.

c. How will I receive my order?

i. All international orders are shipped via DHL Worldwide Express, which takes 3-5 business days from despatch. Please note a signature is required and your package may be held by DHL if no one is present to receive it.

d. How much does it cost?

i. Final shipping costs will vary by item and order quantity as they are based on volumetric weight and destination. Shipping is estimated at our checkout once the destination address has been entered. You will have the opportunity to review the cost before proceeding with order confirmation.  For any questions regarding shipping, please contact Anya’s Assistant at +44 (0) 20 7501 0168 or assistant@anyahindmarch.com.

e. Are import taxes included?

i. No. Unfortunately as import duties are calculated and charged by the destination country, these are the responsibility of the receiver/purchaser and Anya Hindmarch is unable to estimate or adjust these costs or provide refunds on any customs duties.

f. I’m not a UK/EU Customer. Do I still pay VAT?

i. Customers outside the European Union (EU) are not subject to pay  UK VAT (tax), currently 20%.  Product prices will be automatically reduced to exclude VAT once a valid non-EU shipping address has been entered (this excludes prices in $USD which already exclude VAT).

This is only available for orders with valid shipping and billing addresses outside the UK/EU and may be subject to import duties or taxes placed by the destination country. Any import duties or taxes are the responsibility of the receiver/purchaser and Anya Hindmarch is unable to estimate or adjust these costs or provide refunds on customs duties.

My order says it has been despatched, but I haven’t receive it yet. What do I do?

a. All orders are despatched through DHL, which we have found to be the fastest, most reliable carrier and the majority UK orders are received the next business day after despatch and global orders within 3-5 business days after despatch.

If it has been longer than five days from despatch, please contact Anya’s Assistant on +44 (0) 20 7501 0168 or assistant@anyahindmarch.com to obtain your order tracking number, which can then be used at http://www.dhl.co.uk to track your package.

Anya Hindmarch are not responsible for any delays caused by destination customs clearance processing.

Gifts, Gift Cards & Certificates

a. Can you help me find a gift?

i. Please see our Must Haves, use our “gift finder” or contact Anya’s Assistant on +44 (0) 20 7501 0168 or assistant@anyahindmarch.com for help choosing a gift.

b. Am I able to have my order gift wrapped?

i. Orders come beautifully wrapped in our iconic black and white Anya Hindmarch carrier bag topped with a signature bow and shipped in a discreet, unbranded white box. To keep package sizes reasonable, we are only able to provide one carrier bag per box, if you are ordering gifts for multiple recipients please place separate orders for each.

* Please note sale orders will still be shipped with utmost care to prevent any damage in transit, however will not include carrier bags or ribbon.

c. Can I include a gift message?

i. Absolutely! Gift messages can be entered into the “Gift Message” box on Part 3. Order Summary during the checkout process, and are subject to guidelines set out in our Terms & Conditions.

d. What Gift Certificate options do I have?

i. Traditional gift certificate packaged and delivered by post. Please call for details. 

How do I register for emails?

a. Please click here.

b. If you want to change your existing registration emails, please send your current details and new details to assistant@anyahindmarch.com.

c. To unsubscribe, please email your details with UNSUBSCRIBE in the subject line to assistant@anyahindmarch.com.

Can I have my own copy of the Little Book?

a. Of course! It is available for immediate download HERE, or please email your name and mailing address with LITTLE BOOK in the subject line to assistant@anyahindmarch.com and we will send you one.

How is my data used?

a. Any information gathered through the website is subject to our privacy policy which can be found via the link at the foot of the website.

a. Where can I find my local store?

i. A list of Anya Hindmarch boutiques worldwide can be found here or via the link at foot of the website.

I want to order python/crocodile/exotic leather, but I don’t live in the EU.

Is this possible?

Due to regulations in certain countries, we are unable to send some exotic leathers (including but not limited to Python and Crocodile) to countries outside the EU.  If you have a question regarding a specific product for shipping outside the EU, please contact Anya’s Assistant on +44 (0) 20 7501 0168 or mail assistant@anyahindmarch.com

For questions regarding holiday gifts, please see our Gifts, Gift Cards & Certificates section (located above).

Talk to Anya’s Assistant on +44 (0) 20 7501 0168

or assistant@anyahindmarch.com