FREQUENTLY ASKED QUESTIONS
HOW DO I CANCEL OR AMEND MY ORDER?
If you wish to cancel or amend your order please call / WhatsApp +420773583533 or e-mail customerservice@annahora.com quoting your order number, as soon as possible. We will do our best to accommodate any changes requested however, once an order has been processed we cannot guarantee that it can be cancelled or amended.
HOW DO I MAKE A CORPORATE ORDER?
For corporate enquiries, please email customervice@annahora.com
WHAT SHIPPING OPTIONS ARE AVAILABLE AND HOW LONG WILL IT TAKE TO BE DELIVERED?
We are pleased to offer free EU shipping on all orders placed on annahora.com.
For most Czech Republic orders, delivery is guaranteed next day if ordered before 2pm Monday-Friday. Any orders placed after 2pm on Fridays will arrive the following Tuesday. Orders being delivered to Europe will take 2-3 working days and orders being delivered to the rest of the world will take 3-6 working days. ANNA HORA is not responsible for any unanticipated delays caused by destination customs clearance processes.
CAN I TRACK MY ORDER?
Once your order has been dispatched you will receive a confirmation email from us. Using the tracking number and link provided in this email you will be able to track your order. In case of any difficulties you can always contact us on customervice@annahora.com and we will be happy to assist.
WHERE DOES ANNA HORA SHIP TO?
To see a full list of the countries ANNA HORA ships to please click on the country switcher at the top of any page of the website. The country switcher can be found in the top right hand corner when browsing on desktop, or in the main nav when browsing on mobile.
WHAT SHIPPING PROVIDER DOES ANNA HORA USE?
ANNA HORA use DHL, PPL, Zasilkovna and Liftago always selecting the best option for particular customer location.
HOW DO I WORK OUT MY ANNA HORA SIZE?
We go to great lengths to ensure the cut of each one of our styles hangs beautifully on the body and fits like a glove. For this reason, we have created a bespoke sizing chart for each of our product categories, to ensure you find your perfect fit. View the ANNA HORA SIZE GUIDE (https://annahora.com/size-guide/) , or find further details about the cut and fit of each individual item available on every product page.
HOW DO I CARE FOR MY ANNA HORA PIECE?
For all 100% silk garments we recommend hand washing at 30 degrees and ironing to restore lustre. Alternatively, you can dry clean your ANNA HORA piece. Do not tumble dry. When in doubt, please follow the instructions in the garment label. See our dedicated Care Guide page for more information.
MY ITEM IS FAULTY, HOW DO I GET IT REPAIRED?
If you encounter any issues with your ANNA HORA piece, please email customerservice@annahora.com with your order number and a photo of the fault.
WHAT IS YOUR RETURN POLICY?
We hope you will love your ANNA HORA order, but if you’d like to return it for any reason it can be returned for exchange or refund within two weeks of receipt, unless it has been personalised with bespoke embroidery or monogramming. For our full returns policy please see our Returns page.
HOW DO I RETURN MY ANNA HORA?
Once we have received your return, it will be processed within 2-5 working days. You will receive a confirmation email once your return is completed and your account has been credited or your exchange has been shipped. Please note that refunds can only be made to the card originally used to pay for the order, and may take up to 30 days to appear in your account. Unfortunately this is beyond our control.
HOW LONG WILL IT TAKE FOR MY RETURN TO PROCESS?
Once we have received your return, it will be processed within 2-5 working days. You will receive a confirmation email once your return is completed and your account has been credited or your exchange has been shipped. Please note that refunds can only be made to the card originally used to pay for the order, and may take up to 30 days to appear in your account. Unfortunately this is beyond our control.
I PAID TAXES AND DUTIES ON MY ORDER, ARE THEY REFUNDABLE?
Unfortunately we cannot refund any duties and taxes paid on your order.
CAN MY ITEM BE GIFT-WRAPPED?
ANNA HORA products are wrapped in tissue paper in a signature branded linen bag, that is perfect for gift giving. Compliment card can be personalized based on your request – please email customerservice@annahora.com with your compliment message customisation needs.
CAN I ADD A GIFT RECEIPT WITH MY ORDER?
Unfortunately we cannot issue a gift receipt but there’s no note of pricing on any of the documentation shipped with your order. If the recipient would like to return or exchange their gift please give them the order number and ask them to get in touch with our Customer Service team on +420773583533 or they can email customerservice@annahora.com
