FAQ

ORDERS & PAYMENT

•  All customers must be 18 years or older!

Our catalog contains products of an adult nature. All customers must be 18 years or older. Purchasing from us is acceptance of these terms and confirmation that you are over 18 years old. 
These terms and conditions apply to all orders placed on this website and any orders subject to our T&Cs. By placing an order with ANOESES you will be deemed to have read, understood and agreed to these terms and conditions.

• How do I take measurements correctly?

*If you doubt the correctness of the chosen size, write us your measurements, and we will help you with the choice.

• How do I make an order?

Just click on a product you like and add to cart. Then just follow the easy checkout process.

• Production time ?

All our products are handmade and made to your order, so production time takes 5-10 days. We also have some in-stock items.

• Can I cancel my order?

A customer needs to inform us about cancellation within 24 hours after an order is made! All our products are handmade specifically for the customer’s order, and we put the effort in order for a customer to receive it as soon as possible. Once we’ve started working on the item which was ordered, we won’t be able to cancel it.

Refund is made -10% from the order cost, due to the bank commissions.

• Can I change my order?

Yes, the customer can make changes to his order within 24 hours, after the payment. The customer must write to us by mail or messenger about this, indicating the number of his order.

• What forms of payment do you accept?

Payment can be made by Visa, MasterCard, American Express, JCB, Diners Club, Discover, ApplePay and via Paypal.

• Information about Gift Cards

Any purchased Gift Card is valid during a year. Gift Cards are delivered by email and contain instructions to redeem them at checkout. Anoeses Gift Cards have no additional processing fees.

PRODUCT & GUARANTEE

• What materials do you use?

All Anoeses goods are made from high quality full-grain leather. Our leather undergoes periodic verification of compliance with the product regulations by I.CE.C – Institute of Quality Certification for the Leather Sector. We select the highest-grade hides, because the character of good leather underlines the quality of design, and it is the most important decision for the subsequent quality of our products.

• Guarantee?

Every Anoeses product comes with one year guarantee. Our commitment to exceptional quality and craftsmanship extends to the service you and your products receive. We will happily replace or repair your product in as timely a period as possible. Contact my@anoeses.com and we’ll take care of you!

• Where are the products made?

All of our products are crafted in Kyiv, Ukraine. Our craftsmen have over 10 years of experience in the leather industry.

• Order packing?

Each order is packed in our black brand box. An item is wrapped with a black paper with a postcard on the top. While placing an order, you can choose an option to leave a personal message for the receiver on the card.

• How to take care of a product? 

On our storage and care page you can find all the necessary information. Please bear in mind that when we treat garments with love and patience, they serve us longer.  

SHIPPING & DELIVERY

• Where do you ship to? 

We ship everywhere around the world*, offering express shipping by DHL Express for all orders. Your order will be carefully packaged and delivered wherever is most convenient for you.

russia – no shipping.

• When will my purchase ship?

We want you to have your new product as soon as possible. All our products are handmade and made to your order. Production time takes 5-10 days, in-stock items typically ship out 6-10 business days after the order is placed.

• How much does shipping cost?

Our shipping is handled through Express DHL Delivery. It costs $40 and a FREE Express shipping option is available for all customers whose fulfilled order value is above $400.

• How long will it take my package to arrive?

Delivery company DHL Express currently takes 5-11 business days depending on your location. 
! Due to the ongoing full-scale war in Ukraine, customs may take more time to process shipments and release them for further delivery.

• Do I have to pay duties and taxes?

Yes, the customer will be responsible for payment of any such duties and/or taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office or taxation authority for further information before placing your order.

• How can I track my order? 

You will receive an automated email containing tracking information as soon as your order ships. Please note that it takes up to 48 hours for the first scan to appear, so please do not be alarmed if your package isn’t immediately “in transit.”

• Repeated shipping terms:

- If a customer didn’t pick up a parcel in time, and it was sent back to us, a customer will have to pay additionally for the second shipping, after which we will send it again.
- If a customer didn’t pick up a parcel on time, it was sent back to us and a customer refuses to arrange the repeated shipping (within 2 weeks since we received it back) - the order gets annulled with no refunds.

RETURNS

• Return and refund of a product is possible if:

- A customer received the wrong item by our mistake.
- A customer received an item with a defect (each case is considered individually).
- A customer received an item of another color by our mistake.

A customer will have to inform us about the above-mentioned issues and provide photos as confirmation within seven days after receiving a product.

If Anoeses agree that an item is faulty/wrong, we will offer a refund of this product.

After receiving a product and check for no damage, we will make a refund cost of an item. In this case, a customer should send us back the item in its original packaging. Anoeses pay all costs (shipping, taxes).

• Return is impossible if:

- A customer has already used a product.
- It involves a customized product with engraving.
- It involves a catsuit/bodysuit. (For hygiene reasons, a customer can't return a catsuit/bodysuit.)

* If it has an inappropriate fit size, Anoeses can fix that due to terms of exchange

NOTE: If a customer ordered two and more products, we offer a refund of a faulty/wrong item ONLY.

EXCHANGE

• Exchange of a product is possible if:

- A customer received an item in the wrong size by the mistake of a customer. In this case, a customer pays all costs (shipping, taxes).
- A customer has received an item in the wrong size or color by our mistake. In this case, Anoeses pays all costs (shipping, taxes).

A customer will have to inform us about the above-mentioned issues and provide photos as confirmation within 7 days after receiving a product and send it back to us.

As soon as a product is delivered and checked for no damage, we will produce it in the correct size or color.

• Exchange of a product is impossible if:

- A customer received a correct order and then changed his/her mind.
- A customer has already used a product.
- It involves customized orders, sizes, and a product with engraving.
- If more than 14 days have passed since the receipt of the order.