Frequently Asked Questions:

• When will my order be processed?

We process orders Monday through Friday. Orders are typically processed within 3 business days of your request and shipped the following day. Please note that we do not deliver on weekends.

• How long will it take to receive my order?

After placing your order, please allow 1 to 3 business days for processing. On average, delivery takes 8 to 10 business days, depending on your location.

• What are the return conditions?

Our return policy allows you to return your order within 30 days of receipt without giving a reason. Items must be in unused, unwashed, and resalable condition, with tags still attached. We do not accept returns on items purchased during raffles or sales, and shipping costs are non-refundable.

• What are the return shipping costs?

Return shipping costs are the responsibility of the customer and vary depending on the carrier and the country from which the package is being returned. Since our products are shipped from warehouses in China, if they are returned, they will also be shipped back to China. Please contact our support team to request the return address.

• How long does it take to make a product exchange?

If you choose to exchange a product when registering your return, we will begin processing it immediately to ensure a quick resolution within a few days.

• What to do if the replacement product is no longer available?

 If the product you want for the exchange is not available, please contact our customer service and we will inform you about future availability or find an alternative solution.

• Where can I find the order number to register a return?

Your order number is in the confirmation email you received after placing your order. It's a five-digit code. If you're having trouble finding it, our customer service team will be happy to help.

• What to do if you receive a defective or damaged product?

If you unfortunately receive a damaged or defective product, we're here to help. Please email  support@anastasia-madrid.com  with a photo of the issue, and our customer service team will contact you as soon as possible to find a solution.

• What should I do if I want to return my order after the return period?

Please remember to return your item within 30 days before the return period expires. If this isn't possible, please contact us and we'll explore options such as a replacement or a voucher. Please consult our customer service for more details.

• How long does it take to process a refund?

We strive to process returns as quickly as possible. After receiving your return at our warehouse, we process the refund within 10 business days. Please note that it may take up to 3 days for the refund to appear in your bank account.

• My order arrived incomplete. What can I do?
  

Some shipments are sent in separate packages due to weight restrictions. To ensure product quality, the items you ordered may come from different suppliers. If you place an order with multiple products at the same time, they may not all be delivered simultaneously. Don't worry, your order is on its way. The rest of the products typically arrive within 1 to 3 business days.

 

If you have any further questions , contact us here.