FAQ
Shipping
How long will my order take?
Timeless Pieces S.L. (operating through www.annkurz.de) ships orders within Europe using various logistics providers such as DHL, FedEx, UPS, and others. Orders are prepared and dispatched within 24 to 48 hours, and once your order has been sent, you will receive a notification with a tracking number.
We currently ship to the European Union, the UK, and Switzerland. European orders are typically delivered within 4-8 working days. Shipping costs within the European Union are 7.99€, while shipping to non-EU countries such as the UK, Switzerland, and Norway costs 11.99€, plus import taxes determined by customs. Please note that we do not cover customs handling fees for the UK. If your parcel is automatically returned to our warehouse, for example, due to your absence or failure to collect it from the pick-up location in time, we will need to charge you for a second shipment if you wish to have it resent.
What shipping options are available?
Upon ordering, please note that we exclusively offer standard shipping, resulting in a delivery timeframe of 5-10 days. Regrettably, shipments to fixed post stations are not yet an option.
Do I need to pay for shipping?
Access detailed information about shipping fees in our shipping policy page.
Do I have to pay for custom fees for shipments outside of the EU (e.g. Switzerland)?
For deliveries to non-EU countries, there could be additional duties, taxes and fees. Check your final order amount for the exact total. Taxes and duties will be calculated at checkout and adjusted during payment. There will be no extra charges requested upon delivery.
How can I track/find my order?
Use the shipment ID provided in the dispatch email - if missing, reach out to us for assistance. Once your parcel is with the National Post, DHL, GLS, etc. will update the tracking information for you to monitor.
Can I change the shipping adress?
Prior to shipment, you have the ability to modify the shipping address. Utilize our contact form, providing your order number and the new destination for updates.
Return
How can I return a product?
To return an item from your order, visit our return policy page first, to check if the return is applicable.
If so, use our return form to proceed. Input your name and order number, choose the product to return, and submit. We'll review your request within 72 hours. If approved, you'll receive a link to our shipping provider, where you'll be able to get the return label after entering your order details.
When will I recieve my refund?
Your money will be refunded to your original payment method within 3-5 working days after recieving the item.
Please feel free to reach out, if there are any open questions, by using our contact form.
Order
I haven't recieved an order confirmation, where can I find it?
The order confirmation is sent via email immediately after placing your order, it is advisable to also check your spam folder. If you do not receive the confirmation in your inbox or spam folder, please reach out to our Customer Service team.
What is the status of my order?
To track your order, open your confirmation email and click 'View your order'. Get all the details you need, from shipping address to tracking information!
Can I change my order and order details?
You can, but only if the order has not been sent. Before that, we are able to change your order, if there's availability on our website. You just need to contact us through our contact form.
Same applies for correction of the shipping adress.
Care
Where are ann kurz bags coming from?
Ann Kurz bags are exclusively made in Spain, particularly in Elche/Alicante. Each product is meticulously crafted in our factory. By partnering with local suppliers and producing within the EU, we guarantee fair working conditions and short transportation distances, effectively reducing CO2 emissions. For additional details, check out our 'About Us' section.
What do I need to know about leather?
The uniqueness of Ann Kurz leather lies in its imperfections. Each product is handcrafted in Spain using premium natural European leather, primarily soft cowhide. This means every skin boasts its own distinct color, grain, and stripes, turning each piece into a one-of-a-kind creation. We see these variations not as flaws, but as defining features that set each bag apart. As you use your Ann Kurz bag, it becomes more beautiful with time—our interpretation of timelessness. Every product is made by hand, designed to be your reliable companion for many years. Treat your bag well, and it will not only endure but also age gracefully.
How do I take care of my product?
To avoid belt damage, do not load your bag too full. As a guideline, max. 10 kg for large pockets and 3 kg for smaller pockets. The effect of water causes stains in the surface, so avoid wearing the bag unprotected on rainy days. If you want to clean your bag, please use a trustworthy leather care product from the supermarket/drugstore or ask for suitable care tips in a leather store.
For more information about how to take care of your leather product, visit our Leather Care page.