Customer Care


Do you have a question about a product? When your package will arrive? How to return?
Or something else? - Drop us a note! We'll be happy to assist you!

customerservice@annynord.com

FREIGHT & DELIVERY / FRAKT & LEVERANS

How we ship & what it costs / Hur vi fraktar & vad det kostar

SWEDEN
Shipping cost: Free shipping to Sweden
Delivery time from order to delivery: Approx 2-4 business days*.
Carrier: DHL

NORWAY
Shipping cost: 99 SEK
Delivery time from order to delivery: Approx 2-4 business days*.
Carrier: UPS

EU
Shipping cost: 99 SEK (approx EUR 9)
Delivery time from order to delivery: Approx 2-5 business days*.
Carrier: UPS

USA & CANADA
Shipping cost: 199 SEK (approx US$ 19)
Delivery time from order to delivery: Approx 4-6 business days*.
Carrier: UPS or TNT Express

*Delivery time might be extended during peak seasons and sales. Our warehouse operates Monday to Friday, with the exception of Swedish public holidays. All prices above are in Swedish Krona (SEK).

ASIA (including Russia) & OCEANIA 
We currently do not have a shipping and distribution agreement to these regions. But this does not have to stop you from shopping our shoes! Please contact customer service customerservice@annynord.com and we will help you place an order.

 

SVERIGE
Gratis frakt till alla adresser i Sverige!
Leveranstid: Ca 2-4 vardagar*
Fraktbolag: DHL

*Leveranstiden kan bli fördröjd vid högsäsong och REA. Vårt lager jobbar måndag till fredag (förutom helgdagar). Vi packar dina varor så snabbt vi kan.

Can I track my package? / Kan jag spåra mitt paket?

- Of course! As soon as your order is placed we send you an order confirmation to the email address you provided. When your package ships out we send you a second email with information on how to track your package.

- Självklart! Så fort din order är genomförd så skickar vi dig en orderbekräftelse till den email adress som du angivit. När ditt paket har lämnat vårt lager får du ett nytt meddelande med information om hur du kan spåra ditt paket.

What if I forget to pick up my package? / Vad händer om jag glömmer att hämta upp mitt paket?

When you receive your package at a DHL service point, then your package will wait for you for 14 days, after that the package will be returned to ANNY NORD. A fee of 300 SEK will be deducted from your refund for unclaimed packages.
When you receive your package with UPS then UPS will make three efforts to deliver. If not successfully delivered by the third try the package will be returned to ANNY NORD. A fee of 300 SEK will be deducted from your refund for unclaimed packages.



Paketet väntar på dig i 14 dagar på din service point. Efter det skickas det tillbaka till ANNY NORD. En avgift på 300 kr kommer att dras av från din återbetalning för outhämtat paket.

RETURNS & EXCHANGES / RETURER & BYTEN

When can I return and get a full refund?

Please note that all items must be returned in original purchase condition and packaging and within 14 days of delivery. Final sale items may not be returned.

If an item is not in original condition and packaging we have the right to decline the return.

If an item is returned after the 14 day purchase on approval period we also have the right to decline the return.

How do I make a return?

If you would like to make a return, you can either order a return slip from us via customerservice@annynord.com or you can arrange the return transport yourself. If you choose to return your items using an ANNY NORD return slip then your goods are protected by our carrier. If you are arranging your own return shipment then you are responsible for the transport safety of the goods being returned.

Who pays for the return freight?

IN SWEDEN
For returns within Sweden a cost of 99 SEK will be withdrawn from your refund.

IN NORWAY & The EU
If you choose to use an ANNY NORD return slip for returns from NORWAY and the EU a return charge of 200 SEK / € 20 will be deducted from your refund.

IN USA & CANADA
If you choose to use an ANNY NORD return slip for returns from USA or Canada, then a return charge of 300 SEK / € 30 / US$ 34 will be deducted from your refund.

You can opt to use another shipping method of your choice, but note that you are responsible for the cost and safety of the shoes until they return to the ANNY NORD warehouse.

ANNY NORD will not refund items that were lost or damaged if shipped with a shipping provider without tracking service.

If you are arranging return transportation yourself, then please ship to:

ANNY NORD AB
Penarpsv. 19
269 73 Förslöv
Sweden
Tel +46 070 5555458
Email customerservice@annynord.com

RETURNS FROM NON-DISTRIBUTION REGIONS
(ASIA, including Russia & OCEANIA)
If you are returning a package from a non-distribution region then you need to cover the expenses for the return yourself. 
Please ship with a transportation provider with tracking service.

Ship to:

ANNY NORD AB
Penarpsv. 19
269 73 Förslöv
Sweden
Tel +46 070 5555458
Email customerservice@annynord.com

How do I get my money back?

Your payment will be refunded via your original payment method (card, PayPal or Klarna) (minus the possible cost for the return freight). The money transfer can take up to five business days, depending on your bank's refund process.

How do I exchange to another item (for example change to a different size)?

Please follow the instructions for how to return (above) and then order a new item.

Accidents can happen - Has something gone wrong?

If you find that the shipment is damaged, please report this to the vendor that delivered the parcel to you or where you picked it up.

If you discover other damage to the goods after opening your package, please contact us at customerservice@annynord.com We will send you a replacement product immediately if the item is in stock. If the merchandise you wanted is out of stock, you are free to choose another or get your money back. Full reimbursement will be made no later than within 14 days after that we have received the goods in return. We will of course pick up the full cost for the return shipment to us.

If you received something you did not order or if the merchandise is faulty, please contact us at customerservice@annynord.com and we will rectify the mistake without any cost to you.

We will send you a return slip for all claims.

Please note that leather is a natural material and can have some variations and natural markings.

TERMS OF TRADE / KÖPVILLKOR

General

These terms and conditions may be updated and vary from time to time. It is each user's responsibility to keep updated with the information stated herein.

All items remain the property of ANNY NORD AB until they are fully paid for and the payment is received by us. All prices include 25 % VAT, except for deliveries to countries outside the EU.

Do not send money in advance. We will not take responsibility for cash or checks that are sent to us. Using the stated payment method at the checkout is a condition for shopping at ANNY NORD.COM.

We report all attempts of fraud to the police. We have the right to cancel an order if we suspect fraud. Due to Swedish legislation, we only accept orders from those who are over 18 years old. If you are under, it is required that your custodian consent in order for the order to be valid.

Disclaimer

We strive to display the correct images, prices and texts on our website but can not be held responsible if any inaccuracies or typographical errors might occur. Colors can reproduce differently on different screens and hence we cannot guarantee that the pictures reproduce the items exactly.

We also can not guarantee that all items shown on the webshop are available. If the item you have ordered is out of stock we will contact you by e-mail and you have the right to cancel your order and get a full refund within 30 days from when the order was canceled.

Copyright

All content of the webshop is owned by ANNY NORD AB unless otherwise stated. It is only allowed to use the content of the website for personal, non commercial purposes. You may not modify the material in any way without the consent from ANNY NORD.

Force majeure

ANNY NORD AB cannot be held responsible if we can not fulfil our commitments due to circumstances beyond our control such as war, natural disasters, intervention by authority, civil unrest, strikes, lockout, blockage, accidents, burglary, failure of electricity, etc. In the case of force majeure, the agreement between you and ANNY NORD can be fully terminated.

Risk during transportation

We are responsible for the transport to you. In Sweden we are also responsible for the return transport (should you order it). In all other countries the return transport is the responsibility of the customer.

Dispute

According to EU standards we refer to the EU site for solving disputes: ec.europa.eu/odr.

PRIVACY POLICY

Personal data

By registering on annynord.com, you consent to the use of your personal data according to this privacy policy.

We recognize the importance of protecting personal information and this information will always be handled with care. All personal information is handled according to Swedish law (PUL - Svenska Personuppgiftslagen). The information will mainly be used to enable us to fulfill our commitment towards you as a member, notify you of special offers within your personal area of interest, and for other marketing purposes. By entering agreement you approve that your information may be transferred to our partners or third parties. You have the right to know what personal information we have registered in your name. If the information is incorrect, incomplete, or irrelevant you have the right to insist the information to be corrected or erased. You can terminate your membership at any time.

For conditions when using Klarna Checkout, visit Klarna Checkout.

Communications and marketing

If you give consent, we will send you marketing communications by email and other technologies. You may always opt out of receiving such emails.

Cookies

We use cookies to give you the best possible shopping experience. We do not use cookies to store personal information or to spread information to a third party. If you continue to use our services then we take for granted that you agree to the usage of cookies.

A cookie is a small text file that is sent from our web server and that is saved by your browser. There are two sorts of cookies, permanent cookies and session cookies. Session cookies disappear when you close your browser and are consequently not saved, whilst ordinary cookies are saved by your computer during a longer period.

We use cookies from a third party in order to collect statistics in analysis tools such as Google Analytics and Optimizely. We use both permanent and session cookies.


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