Shipping & Returns
Feel free to drop us an email: email@example.com at any time. We aim to respond within 3-5 working days.
1. Shipping Cost
We provide free shipping on all items which cost over £10. We currently ship worldwide.
If you would like to pay for express shipping, kindly contact us before you place the order: firstname.lastname@example.org
International shipments may be subject to import taxes, duties and customs fees that are levied once the package reaches the country of destination, and are the responsibility of the recipient.
2. Processing Time
After we receive payment confirmation, we will process the order within 3 working days. This does not include public holidays, bank holidays or weekends.
Unfortunately, we're unable to change an order once it is placed. Definitely make sure all the details are correct when you checkout.
3. Shipping Time
Once the order has been processed - we aim to ship your order out within 1 working day. You will receive a shipping confirmation via email or text.
Please note we are based in the UK, we have warehouses around the world and some items will ship directly from them. Alternative couriers may be selected at our discretion to meet shipping requirements.
Estimated delivery time can take up to 2-4 weeks in normal conditions. This does not include bank holidays, public holidays or weekends.
To ensure that your package is properly delivered and that you receive your package within the time frame above, please make sure that your address is correctly entered. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect. Or If you contact the courier to change the address during transit.
If for any reason your parcel could not be delivered it may be returned to us and we will notify you. If you are experiencing a non-delivery or your tracking information states that your package was delivered by the courier but you have not received it; you must contact us within 5 working days.
We will assist you in working with the courier to retrieve your parcel. Please note: claims can take up to 30 days to complete (depending on the shipping courier used).
However, Anastasia Blu does not accept responsibility for packages that have been reported as delivered by the courier. We do not issue refunds or redeliver parcels that the courier confirmed as being delivered.
Each order will come with a tracking number so you can see exactly where your order is and monitor the progress.
How to track your order:
- Use your 4 digit order number e.g 1676
- Email (and phone number if you provided it)
- Courier reference number
Where to track your parcel:
- Track your parcel here: https://anastasiablu.com/apps/trackorder
- We also provide the following tracking here: http://parcelsapp.com/en
Are you experiencing technical issues:
- Email: email@example.com or use the contact form - we aim to respond within 5 working days.
6. Returns and Exchanges
Kindly email us within 3 working days to request a return or exchange: firstname.lastname@example.org
Anastasia Blu does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.
- Order number
- Full name
If your Anastasia Blu purchase isn’t working out for you, we’re more than happy to accept it for return as long as your item is in original condition (tags attached, not stains, damages and/or no visible signs of wear) and isn’t a sale item.
Returns which do not include a covering letter with your name, order number and email - will not be refunded. We simply cannot determine whether it is your return.
Depending on the shipping method selected, your return package may take several days to reach us. When we receive the return we will send you an email to confirm. Please allow 3-5 working days to process your return once it is received by our team. We will then contact you regarding our decision.
ADVICE: Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in transit.
If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. Thank you for understanding.
7. Defective, missing or incorrect item
Anastasia Blu apologies and we understand this can be extremely frustrating. We do our best to make AB dolls happy.
Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please email email@example.com within 1 working day of delivery. We will then work with you to investigate the situation.
8. Cancelled orders
We would never want to do this. However, if we have to it will be for the following reasons:
- Irregular or excessive returns history indicative of “wardrobing;”
- Irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
- Potential fraudulent or criminal activity.
At Anastasia Blu, we take fraudulent activity very seriously and we will report your ordrer.
Note: These estimates are based on normal circumstances and are not a guarantee of delivery times. We are not responsible for the delays in delivery resulting from any force major event, such as natural disaster, bad weather, war, and any other event beyond our direct control.