The product return management
You can now manage your product returns from your account. Returns management takes place in a few steps:
The return address is automatically given to customers
Please fill in your return address. It will be directly accessible by your client when requesting a return for exchange or refund.
The customer is only reimbursed when you receive your package
In case of return for refund, the cancellation of the order is effective only after you have received the returned package. You also have the freedom to contest the refund, if you believe that the order has not been delivered in good condition. To do this, simply contact the Anka team.
Case: Returns that you can accept or refuse
You can accept or refuse an order return, for the following 3 cases:
- Requests made 15 days after receipt of the item by the customer
- Swimwear and underwear
- Tailor-made items
You will receive in the form of a notification the request to return the order with the corresponding reason:
By clicking on the button "Accept or refuse the return request" you can give the reason.
1) You accept the return request
The status of your order changes:
- Once the request has been accepted, the status of your order changes to "To return".
- Your client has 15 days to return the package to the address given. As soon as the package is returned, you will be notified of its shipment. The status of your order will then change to "Returned".
- You receive the article "Returned", The order goes to "To re-ship".
- You return the new item, the order goes to "Shipped".
- The order goes to "Finished" as soon as the customer receives your order. When the sale is finished, you will receive the amount of your order.
2) You refuse the request
The status of your order changes:
- The order is then "Finished".
- The client is notified of your refusal.
- You are credited with the amount of the order on your virtual wallet.
Case: Returns without seller's acceptance
This concerns all requests for exchange or refund made within 15 days after receipt of the order. Orders do not concern swimwear, underwear and custom-made items.
You will receive a notification informing you of a request to exchange or refund the item with the corresponding reason. Your client has access to your return address as soon as she requests the return:
The status of your order changes :
The order goes to "Returned" when the customer confirms the return of the item.
1) This is a return for refund
- As soon as you receive the item, the order will go to "Finished" status
- Your client will be reimbursed directly on her virtual wallet
- You will receive the remaining amount of your order if it is an order containing several articles.
2) This is a return for exchange
- You receive the "Returned" item, The order goes to "To re-ship"
- You return the new item, the order goes to "Shipped"
- The order goes to "Finished" as soon as the customer receives your order. The sale finished, you will receive the total amount of your order.
Types of refund when canceling an order
Case | Total order | Total order- delivery fees | Total order + return fees | According to seller's general terms and conditions | ||
|---|---|---|---|---|---|---|
Order "To ship" | ||||||
Order shipped without tracking number or sending proof | ||||||
order shipped with tracking number or sending proof : tracking number shows no progression and no news | ||||||
In case of package refusal due to customs fees | ||||||
Customer specifies a date of delivery from order creation and the date has passed | ||||||
Order received : return request made before 15 days after delivery , product is compliant and non-defective | ||||||
Order received : return request made before 15 days after delivery , product is non-compliant or is defective(customer proof) | ||||||
Order received: return request made after 15 days of delivery. Product is compliant and non-defective |
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