FAQS – ANITIALS

FREQUENT QUESTIONS

If none of the following answers your question, please contact us and we will respond as soon as possible.

We are at your disposal to help you.

CUSTOMER SERVICE

We offer several payment methods, all safe and secure.
We currently accept payments by:
- Credit Card (Visa, MasterCard and Amex)
- PayPal
- Apple Pay
- Klarna (Interest-free installment payment)
- Scalapay (Interest-free installment payment)
- Bizum
- MB WAY
- Multibanco
- Sofort
In all cases, you will receive a confirmation code on your phone to authorize and confirm the payment.
If the payment method you used to place the order has been charged, but you have not received the confirmation email, don't worry, your order has been processed correctly.
To find the confirmation email, check your spam, promotions or junk mail folder. Be sure to check the same email account with which you made the order. If you still have not received it, write to us at info@anitials.com so we can help you.
All Anitials products are individually wrapped, also guaranteeing the protection and safety of each item.
If you want your order to be send wit a personalized message, a dedication or congratulations, write the text in the "SEND A FREE PERSONALIZED NOTE" section that you will find on the shopping cart page.
Your message will be printed in a cardboard that will be shipped with your order.

All orders are carefully prepared in our workshop, within a maximum period of 5 days from receipt of the order.
Shipping times vary depending on the type of shipping selected and the delivery destination.
Orders are prepared Monday through Friday. Orders placed during the weekend or on holidays will be processed from the first business day.
In times of high demand, the delivery time may vary slightly.
For more information consult our Shipping and Returns section.
We will notify you by email when your order is closed and ready. Once it is picked up by the courier company, you will receive an email or text message with all the information regarding the shipment.
In this email you will find the tracking number, with which you will be able to know at all times where your order is and manage the delivery.

The following are the courier companies in charge of the transport and delivery of the orders:

-Orders to Spain (Peninsula), Balearic Islands and Portugal:
GLS Spain.
Web tracking: https://www.gls-spain.es/es/recibir-paquetes/seguimiento-envio/

- Orders to the Canary Islands, Ceuta, Melilla and Andorra:
Correos Nacional
Tracking website: https://www.correos.es/es/es/herramientas/localizador/envios/detalle?tracking-number=d
- International orders and European Community:
DHL EXPRESS through Zeleris
Tracking website: https://www.zeleris.com/busqueda-envio.aspx

All Anitials products are personalized and are created at the customer's request, so please, check the models, sizes and colors to avoid as much as possible the changes and returns, but if once you receive your order, you have not matched the size or you are not convinced, it is possible to make an exchange or refund.
Except for:
- "OUTLET" products
- Personalized products with names, texts or more than one initial.
The maximum period to make the request for exchange or refund is 30 calendar days* from receipt of order
*Except for purchases on Black Friday or Christmas, which extends this period.
It is essential that the products subject to an exchange or return are in perfect condition and without signs of use, otherwise we will not accept such exchange or return.
Returns will be redeemed through a Store Credit Card. Write us an email to info@anitials.com with your name and order number and we will inform you about the steps to follow.
Once the request is received, our customer service team will help you as soon as possible.
Please note that it is the customer's responsibility to provide adequate packaging to ensure that returned products arrive in perfect condition. We suggest using the original box or bag in which the order was received. If the items are received in poor condition, we will not be able to make the requested return.
The costs associated with changes or returns are the responsibility of the costumer. Check our return and exchange policy here.