Returns/Exchanges

What is the difference between a creating a return and a size exchange?

Return:

  • You can return any product that you are not happy with apart from those that fall under our no-return policy.
  • For products that you return to us, a credit/debit card refund based on the mode of payment earlier in your order.

Exchange:

  • By creating an exchange, you can exchange any product you ordered, with another size of the same product (apart from those that fall under our no-exchange policy).

As soon as you create a size change request, we reserve the item you want for yourself.
If the price of the item you are exchanging has gone up, do not worry, you will not have to pay extra to receive it.
• Once the items have been picked up and reach our warehouse (usually within 48 to 72 hours); we will ship out your exchange items one day post the same!
Exchange for the item’s purchased online will NOT be accepted in our stores.

Accessories cannot be returned or exchanged.
Items that are damaged due to wearing and/or misuse are not considered faulty.
Shipping costs for Returns and Exchanges will be charged to the customer. An additional invoice to pay for the return and exchange freight charges will be sent electronically. Once we receive the payment, we will ship the new items.

Rules and Conditions for Exchanges:

  1. Exchange can only be made within 14 days from the date of delivery.
  2. Item should be in a good condition and not used along with the original tag.
  3. It should also be in the same brand box you received.

Happy shopping!

We are proud to offer a hassle-free exchange policy within the GCC. If the customer is not 100% satisfied with his purchase from us, he can return the product within 14 days from the date of delivery.

Free Returns:

Our Free Returns procedure will be applicable if the order you received had:

  • Wrong product (as per display on site / product ordered)
  • Product specifications incorrectly described on site
  • Product is damaged

Charged Returns:

You will be charged for the return of your items if:

  • Product does not match the look you wanted
  • You do not like the material
  • General return of product

Any returns due to size issues will be referred to the Size Guide published on the website which is specific to each product.  Please ensure you check the Size Guide when ordering as our collections may differ in size due to design. A complete Size Guide has been provided so you may order your desired size with minimal error.

All returns are subject to shipping, tax, duties, and sub-charges specific to each country and will be charged to customers once the items are received and inspected in our warehouse/ fulfillment-center.

Below are the steps which you need to follow if you were unable to create a return request:

Return / Exchange Process

  • To initiate the return process of the item which you wish to return, you can contact us via phone. You can also live chat with us 24 hours by clicking on the right bottom hand corner of your device/desktop browser.
  • We will inform our courier to pick up the item from your doorstep within 2 working days.
  • Your credit will automatically reflect 48 hours after the item is collected back.
  • You can use your credit to order the same item in a different size or just to order any other item you would like.

Return / Exchange Process for the Rest of the World

  • Fill out the returns note we added to your parcel and post it back to us using any postal service.
  • You will have to cover postal charges yourself, so make sure to mark your parcel as “returned goods” to avoid being charged additional duties.
  • Do not forget to ask for a tracking ID/proof of shipping to track your parcel and to have proof that you have sent it.
  • Once you have returned the items, it can take up to 28 working days maximum for us to receive the shipment and process the refund. The amount would be refunded the card used for payment based on your selection while returning the items. You can check with your bank after this time.

Rules and Conditions for Return / Exchange:

  1. Return/Exchange can only be made within 14 days from the date of delivery.
  2. The item should be in good condition and not used along with the original tag.
  3. It should also be in the same brand box you received.

Unfortunately, we have a no-return policy on some of our products. We advise you to read the product description thoroughly before purchasing your desired product.

You can request for a return within 14 days upon receipt of the order.

Please also note that:

  • Item should be in a good condition and not used along with the original tag.
  • It should also be in the same brand box you received.

We apologize as we do not have this service at the moment, however we are working towards getting a better customer service and we will soon announce this service for our customers.

For all prepaid orders, we do offer a refund on credit card & Debit cards. However, the same is not applicable for cash on delivery orders.

If you paid for your order via a credit / debit card, you could return items to ANOTAH. and ask for a refund back to your credit / debit card.

CALL OUR CUSTOMER CARE TEAM / EMAIL US and create a return request within 14 days from the date of receipt. Make sure your products are unused with the original tag still attached.

You can choose whether you want your money refunded as back to your credit/ debit card and you are done!

COD orders will have its refunded by Bank accounts only.

Subject to the above exclusions, we will process a refund upon receipt of the returned/exchanged products, excluding any delivery charges you paid for through ordering.

We initiate a refund once we have received the returned items at our warehouse. Upon receipt we inspect the item(s) condition and initiate the refund process on the same day.

If the item is received in ‘as new’ condition with original packaging, and all tags / labels are still in place on the product, then a refund will be authorized.

If the product is damaged, packaging is different, tags are removed or product shows signs of usage, a refund may not be authorized, or a deduction may be implemented due to unacceptable product condition.

For payment made through:

  • Credit Card – 15-30 Days refund process.
  • K-net – 15-30 Days refund process.
  • Cash on Demand – Bank transfer information will be requested from customer.

Yes, for all prepaid orders we offer a refund on credit/debit card and/or online payment methods. However, the same is not applicable for cash on delivery orders.

You can request a refund within 14 days from the date of receiving your order by sending us an email to [email protected] or contacting us on WhatsApp.

You can choose if you’d like your money refunded through your Anotah Wallet or directly back to your credit/debit card and you’re good to go.

All Cash on Delivery refund requests are added to your Anotah Wallet. Anotah Wallet balance can be redeemed on your next purchase; the wallet credit cannot be withdrawn to your credit/debit card or any online payment account.

Kindly make sure that the products are unused with the original tags still attached to process a refund.

Cancellation

We will be unable to process your order/item if one of the following scenarios takes place:

  • Order Verification – Wrong Phone Number

Our team was unable to reach you on your shared contact details.

  • Item not Fulfilled by Supplier

The item(s) you purchased were not delivered to us by the supplier on time.

  • Wrong country selected

Your order will not be processed if you have selected a wrong country page while placing it.

  • Payment on Hold

This does not happen usually, however, there are certain transactions that are held by the payment system if it detects an issue.

In such a case, the order will not be processed without ID (Government ID of the cardholder / Passport) details. The name on the ID shared must match the name of the cardholder so we can process your order.

  • ID was not shared

We will not be able to process your order in case we reached out to you for your ID but did not hear back from you

  • Duplicate order

In case of a duplicate order placed within the same time span, our team will request you give a confirmation on the second order placed, otherwise, we will just go ahead and cancel it.

Please note – When we are unable to process an order, it will be automatically cancelled. You will receive an email confirmation notifying you of the same.

We want to make sure that everything in your order is in perfect condition before sending it out to you.
Sometimes, the item or the size you have bought was the last piece we had in our inventory, and during the usual quality check, it doesn’t pass as it was not in a condition we would want you to have and thus it gets cancelled.
Please check the email updates from us as it will contain the latest information about your order and any refunds where applicable.

If you opted for cash on delivery, you would only have to pay the amount for the items being shipped to you.
If you paid by credit/debit card, we would have to investigate future with the Shipping company and once we have the confirmation of shortage, we will initiate the balance amount to the same account number or you can have a choice of replacing the item on the spot with free shipping charges.

In case you cancel your order before shipping, it may take up to 7-10 working days for your bank or card issuer to make your funds available for you again (in some cases of a debit card, you might have to wait for your upcoming monthly statement).

We will not be able to process any cancelled item from your order if the remaining items from the order are already shipped. In case, the other items are yet to be shipped and stock is available, please reach out to us and we can restore the cancelled item.

Shopping at ANOTAH

For some of your orders, you may receive more than one invoice per order. This is because we may be using multiple carrier partners to get your order to you as fast as possible. So, some of our carrier partners who are fulfilling your order on behalf of us will issue an invoice for the items that they are shipping to you. For the remaining items in your order, a separate invoice will be issued.

Do not worry! Every single item we ship to you is original and from ANOTAH! We work with multiple carrier partners to ensure that you get your order as fast as possible!

ANOTAH is an online shopping website. All our items are stored in a warehouse that is not open to customers. We offer a return policy for (UAE/KSA/GCC).

For rest of the world customers, you will have to cover postal charges if your item does not fit or you are unhappy with it. You can exchange this for a different size or request to get Credit within 14 days of purchase. For more information about the return process.

We have stopped sending paper invoices to be kinder to the environment.

Yes, all our stores are open, and you are welcome in our stores. You can use our store locator feature to find out which store has reopened. For you and our staff to feel safe, we kindly ask you to keep the safety measures provided by the local authorities in mind.