FAQS

MOST ASKED QUESTIONS

PLACING AN ORDER

What is the delivery time for my order? 

2-3 business days. 

How much is the shipping?

Shipping is free for USA, Colombia, Venezuela, Dominican Republic and Puerto Rico

How do I contact customer services?

Our Customer Service team is available to assist you 7 days a week, 24 hours a day. For further information, please view details on how to Contact Us.

+1 786 7317840 (USA)

WhatsApp. +1 786-731-7840

Email: hello@anabellashop.com

French/English/Spanish/German

Do I need to create an account to place an order?

You do not need to create an account to make a purchase. However, we recommend that you set up an account to enjoy the benefits of managing your account which includes saving your payment information, address details and reviewing your order history.

What are the benefits of having an account?

With an account you will have the option to receive news and updates from us, such as new season launch and seasonal sale updates. You are also able to enjoy the benefit of saving and organising your payment information and address details, reviewing your order history and gaining access to create your own personal wish list. 

How do I create an account?

You do not need to create an account to make a purchase or to process a return, however if you wish to enjoy the benefits of an account, you can go to the ‘Sign In' section and follow the steps to ‘Create an Account’.

Is my personal information kept private?

We will treat all the information you share with us as private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the Anabella Privacy Policy here. 

What size should I choose?

Anabella shoes come in Italian sizing and are true to size. Please refer to our size guide for further information. This information is also available on the individual product pages.

If there is not my size, can I order it?

No, we do not carry out orders.

Can I order over the phone? 

If you would prefer to place your order by phone, you may do so by contacting our Customer Services team on +1 786 7317840 (USA), or via WhatsApp. +1 786-731-7840 Email: hello@anabellashop.com

How do I know if an item is in stock? The size dropdown list on the product page will specify whether your size is available to purchase or Out of Stock. If the item is in your love list ‘SOLD OUT’ will be displayed.

Can I include gift wrap or a gift message with my order?

Although we are unable to provide gift messages with orders, we believe every delivery should be a delight to unwrap. All Anabella Shop orders arrive in the signature Anabella packaging. Shoes will come in their original shoe box wrapped luxuriously in tissue paper.

How will I know that my order has been placed successfully? ​​

After you place your order, you will receive an email confirmation. This does not mean your order has been accepted. Once the details have been verified, your order will be accepted, and the item will then be dispatched. You will receive a further email notification once your order is dispatched.

Our Customer Service team may be in contact once your order has been placed, as in some cases we may need to verify some details.

Can I cancel or amend any of my order details? 

Unfortunately, once your order has been placed, we are unable to change any of the details but may be able to assist you to cancel and replace the order. For Made-to-Order purchases due to the bespoke nature of this service, you have 48 hours to amend the monogramming details or size of the item. Please contact Customer Service for further information.

Can I use multiple methods of payment?

At this time, we only accept one form of payment per order.

My order has been declined; do I need to place a new order?

If you have received an email from us informing you that your order has been cancelled, please place a new order online, or contact us.

PAYMENT & ACCOUNT

Is it safe to use my credit card?

The security of your details is of top priority to us. To ensure that your shopping experience is safe, simple, and secure Anabella uses Secure Socket Layer (SSL) technology to protect the data you send to us over the internet. If you would prefer to place your order over the telephone, please call us and we will assist.

Can I amend my delivery address once the order has been placed?

Depending on the status of your order, we may be able to amend your shipping address. Please contact customer services for further information. Once your order has been shipped, we are unable to make any amendments to the address. 

Will my parcel be insured & will I have to sign for it?

Your parcel is insured by Anabella Shop during the time it is in transit and until it is delivered to your chosen delivery address. A signature is required for every delivery, and it is at this point where the responsibility for the goods delivered is passed to the consignee.

Will there be additional duties or taxes payable on my purchase? 

Anabella Shop delivers to a global network of countries on a DDP (Delivery Duty Paid) and DDU (Delivery Duty Unpaid) basis. If your order is shipping to a DDP destination, no additional fees will be chargeable. Please contact customer services for further information. 

Which currency can I use to place my order? 

All orders are charged in USD.

Which payment methods are accepted?

We accept PayPal, PayPal Express, Visa, MasterCard, American Express in our checkout.

Can I request an invoice for my order?

All our shipments are accompanied by a purchase invoice issued with Anabella Shop paper with all the customer’s data and articles. The invoice issued by this website is only indicative and will not serve as a purchase document.

How do I use my discount code?

All promo codes can be applied to the E-Gift Card & Offer Code field at checkout.

DELIVERY

Can I ship to multiple addresses?

At this time, we can only ship to one address per order. To ship to multiple addresses, please place a separate order for each location.

How can I track the delivery of my order?

As soon as your order is dispatched, we will send you a confirmation email along with your unique tracking number. you may use this number to track your order online.

Which carrier do you use?

All orders are shipped with FEDEX.

What should I do if I receive an incorrect or faulty item?

We are sorry to hear if you have received an incorrect item, or if you believe your item has been delivered faulty. Should this be the case, you should contact our Customer Services Team with the following information.

• Your proof of purchase/order number
• A short description of the issue
• Supporting images

Our Customer Services Team will then be in touch to advise the next steps.

All items that are returned as faulty are thoroughly inspected by our quality control experts to determine whether an item is faulty or whether it is fair wear and tear. We may be able to offer to repair your item but please note that repairs are not guaranteed.

If in the rare event that your item is faulty due to a design error, we may be able to replace your item. Replacements are subject to availability, and we ask that you state you would like this option at the time you request a return.

Are returns allowed? Returns are accepted as long as the product is intact and is made within the same week of receiving it. (See return policy)

How can I make a change or refund?

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. There are certain situations where only partial refunds are granted: (if applicable)

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 30 days after delivery

Refunds (if applicable). Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable). If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at rossy@anabellashop.com.

Sale items (if applicable). Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable). We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email atrossy@anabellashop.com and send your item to: 1455 Northwest 107th Ave #520, Miami, FL, 33172, United States.

Shipping. To return your product, you should mail your product to 1455 Northwest 107th Ave #520, Miami, FL, 33172, United States. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Can I return an item purchased in the sale? No, unfortunately sale items cannot be refunded.