Shipping, Return and Refund
Delivery times and shipping rates
Timeless Pieces S.L. (www.annkurz.com & www.annkurz.de) sends orders within Europe with different logistic companies, such as DHL, FEDEX, UPS, etc. Once your product is dispatched you will receive a notification and tracking number. We currently serve the European Union, the UK and Switzerland.
- European orders will be delivered within 4-8 working days.
- Shipping within the European Union is at 7.99€.
- Shipping rates for non-EU countries such as the UK, Switzerland and Norway are at 11.99€ PLUS import taxes (to be determined by customs). We also do not cover customs handling fees for the UK.
Please, understand that we will have to charge you for the second shipment in case your shipping parcel auto-returned to our warehouse and you would like to have it sent out another time (because of your absence or you failed to pick it up from the pick-up store in time).
In case of any questions regarding the shipment, please don’t hesitate to contact us via email@example.com.
Exchange, returns and refunds
1. What is the process to initiate a return or refund?
If the bag you ordered does not match your idea and you want to send it back, you must first contact us within the first 15 days to firstname.lastname@example.org or use our return form. Please make sure to contact us before returning, as the return address may be different.
2. Conditions that apply
We accept returns or exchanges that have not yet been opened, worn or modified in any way.
- The products should be unused
- The refund will be charged back to the original buyer in the method of payment used.
- At its best, please return the product in its original packaging
- Returns within 15 days after recieving the item are free. After that we cannot offer a free return and the expenses need to be handled by the client.
- The shipping costs will be returned after we checked the returned product(s)
3. Can I have a gift exchanged or refunded?
Unfortunately, we can only accept goods that have been purchased on our Website. The exchange shall only be carried out for an equivalent or more favorable value. The refund will be charged back to the original buyer in the method of payment used.
4. Do I have to pay for shipping my return/exchange?
The customer is responsible for returning the items. We recommend you writing us first to email@example.com. We will give you a return link with which you can ship it back. Returns within 15 days after receiving the item are free.
Important: Please note, when making a return from countries outside of the EU (Switzerland, Norway, the UK) - shipping costs will not be covered by us. Expenses need to be handled by the client.
5. What is the turnaround time for returns/exchanges?
If an item is returned, the exchange or returns will be processed within 3 weeks from the date of return. For refunds, we ask you to wait 1-2 billing cycles until the credit memo is visible on your bank statement. Please note that after the original package has been exchanged, it cannot be guaranteed that the new replacement product will be available. To ensure that your desired item is available for exchange, we recommend that you return the original item and then place a new order. The full refund will be granted for the original item in accordance with our return policy.
6. Return/exchange of retail purchasesApplications for the refund or exchange of goods purchased in a retail store or on third party websites must be made directly through the retailer where the item was purchased. We only process returns and exchange promotions for items purchased on the ann kurz website.
7. Refund your bank charges and customs fees?
We do not refund any customs/international fees; These are to be paid by the recipient. Please note our international fee policy for more Information. All additional fees charged by your bank shall be borne by the customer. ann kurz briefly calculates no bank charges (such as International bank charges) and does not charge any of these fees. We recommend that you contact your credit card company for more information.
1. What are our warranty terms?
The limited warranty of ann kurz within a period of 6 months is subject to the following conditions: the purchase of ann kurz products on our website was within 6 months. A copy of your order confirmation must be available to confirm the warranty; ann kurz is not liable under this warranty if a damage or defect has been caused by (i) Improper use, misuse, neglect (ii) accidental (iii) or intentionally made modifications or modifications (iv) or wear; If the item is no longer available, we will replace the item with an equivalent item at our discretion. if the item was within the last 15 days and at full price, you are eligible for full refund or exchange. Warranty claims after the expiration of the 15 days are not possible. Please note that ann kurz has the right to refuse a complaint if it does not meet our criteria. Please contact us at firstname.lastname@example.org for any warranty claims. Please provide 2-3 photos of the article, your order number and a description of your claim.
2. Warranty conditions for items offered in the sale.
All items purchased in the sale are subject to the same warranty conditions as mentioned above.
3. Are items purchased outside the ann kurz website also covered by the warranty?
Requests for the exchange of goods purchased in a retail store or on third-party websites must be made directly through the retailer where the item was purchased. We recommend that you keep a copy of your original document for any warranty claims.
Further frequently asked questions
1. International Orders
In rare cases, international shipping may take 4-6 weeks in some countries. Once the parcel leaves the shipping country, the package will no longer be traceable until it reaches its destination. We are not responsible for delays caused by the customs clearance of the destination country or the delivery time of the courier service.
2. Disclaimer for incorrect addresses
It is the buyer’s responsibility to ensure that the delivery address is entered correctly. If the wrong delivery address is given, please contact us immediately at email@example.com. We will do our best to correct the address of your order, but we cannot guarantee that this change will take place in good time before the item is sent. If the packet is sent with the wrong address, The courier may not accept an address change. If the package is returned and the buyer requests to return the parcel, additional shipping costs may be incurred.
3. Cancel/change Order
If you want to cancel or change your order, please write to us via firstname.lastname@example.org. We will do our utmost to make the change, but we cannot guarantee that we will be able to do so because there are different deadlines in which we can do so. If it is too late for our team to cancel/change your order, you can send your order back to us as soon as you receive it.
4. Online Price adjustment policy
We are pleased to refund you a price adjustment if your item was purchased within 7 days at full price and this is offered reduced. However, price adjustments do not apply to goods that have already been reduced. Purchases made in offline trading or on a third-party website are excluded from the price adjustment. Please note that we do not charge prices for items from retail stores or Third-party Sites.
5. Can I add items to an existing order?
It is not possible to add items to an existing order. But we can combine orders on request for delivery. Just contact us or write it in your order and we will do our best to send your order together.
6. How do I know that you have received my order and when will my payment be deducted?
After you place an order, you will receive an email confirmation of your order and your account is charged. In the event that the product you ordered is not in stock, we will contact you and ask you if you would like to keep your order. If you decide to cancel your order due to the waiting time, we will return your money to you within a few working days.
7. Can I track my order?
Of course you can. When your order is shipped from our warehouse, you will automatically receive a track code that you can use to track your order.
8. Do I have to pay customs and taxes when I order?
If you live in the EU, everything is included in the price. For deliveries outside Europe, additional import VAT and possibly other small customs duties will be payable. The rate depends on the country’s specific policy. Please note that UK, Norway and Switzerland are not part of the EU.
9. I am interested in a bag, but you are not in Stock/not available in the webshop?
Usually the bags are available again in a short time. If a product is not available in our online store, it may be available from one of our retailers. Contact us and we will be happy to help you.
10. I am interested in a different color that is not available?
If you are interested in a different color, contact us and we will try to deliver your ann kurz bag in this color.
11. Is it safe to use my credit card online with ann kurz?
At ann kurz, your personal online security is important to us. We work together with stripe, an online payment provider. All online payments are processed in a secure environment. This ensures that your data is not accessible to third parties under any circumstances