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 24 to 72 business hours
  • 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).

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 service@annkurz.com or use our return form. Please make sure to contact us before returning, as the return address may be different.

2. Conditions that apply

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.

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?

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.

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.

Guarantee

1. What are our 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..