FAQ
If this section does not answer your questions, please do not hesitate to contact us through this link or email us at service@annkurz.com.
Shipping
How long will my order take?
We work hard to get your order to you as quickly as possible, this will take us around 1 to 3 working days. After that, orders usually take another 1 to 3 working days to arrive once they leave our warehouse.
Shipping costs within the European Union are €7.99, and for the rest of Europe, including Switzerland, Norway, and the UK, shipping costs €11.99 plus import taxes, which are determined by customs.
Find more information here: Shipping Policy
Do I need to pay for shipping?
Access detailed information about shipping fees in our shipping policy page.
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 request a return?
If your purchase is not what you expected, you have up to 30 calendar days to return your order, starting from the day you or an authorized recipient receives it.
To make a return, the product must be in perfect condition, preferably in its original packaging with everything originally included. For hygiene reasons, returns of scrunchies will not be accepted.
Return costs are €7.99 for the European Union. For the rest of Europe, including Switzerland, Norway, and the UK, customers are responsible for return costs.
We only take responsibility for returns and repairs of bags and accessories purchased directly from our website.
Orders with discounts or promotions will not be refunded; instead, a store voucher will be issued for that amount.
Visit this link to request your 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.
Can I exchange an item instead of a refund?
At Ann Kurz, we do not offer exchanges; we process returns. Therefore, if a customer wishes to exchange an item for another, they will need to purchase the new item and return the original one.
A refund for the returned item will be issued once Ann Kurz receives the item and verifies that it is in perfect condition.
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.
What are your warranty terms?
We offer a 3 to 6-month warranty covering manufacturing defects. This includes issues such as loose stitching, faulty zippers, or material defects not caused by misuse. Please note that our warranty does not cover normal wear and tear, stains, or damage caused by improper use or lack of care.
For more information or to request an evaluation for a repair, please email us at service@annkurz.com or fill out our contact form.
Are items purchased outside the ann kurz website also covered by the warranty?
We only take responsibility for returns and repairs of bags and accessories purchased directly from our website.
If you notice any defects in your item, please contact our customer service team as soon as possible.