Frequently asked questions & answers
Payment options
What payment methods do you offer?
You can pay for your order by credit card (American Express, Mastercard, Visa), EPS online bank transfer (available in Austria, Belgium, Germany, the Netherlands and Spain), Klarna or Paypal.
Are there any additional costs for customs duties or taxes?
There are no additional taxes or customs duties for items shipped within the European Union. The item prices and shipping costs are gross prices including VAT. For deliveries to non-EU countries, any additional customs duties, taxes or fees must be paid to the respective customs and tax authorities. We recommend that you enquire with the relevant customs and tax authorities before ordering.
Delivery
What delivery options are available?
All orders are delivered by DPD or DHL Express as insured parcels directly from our warehouse in Austria. You can find detailed information HERE.
How high are the delivery costs?
We ship all our orders directly from our warehouse in Austria to ensure that they arrive in the best possible condition. We currently ship within the European Union, as well as to Switzerland, the United Kingdom, the United Arab Emirates and the United States.
The following delivery charges apply to all orders:
Standard shipping with DPD:
Austria 6 € | 1 – 3 business days
Germany 10 € | 2 – 5 business days
EU 13€ | 2-7 business days
DHL Express shipping:
EU & Switzerland 40€ | 2-7 business days
UK, UAE & USA 89€ | 3 – 14 business days
Can I change my delivery address?
Yes, please send an e-mail within 24 hours of receiving your order to info@ansevictorin.com or use our contact form.
When will I receive my order?
The delivery of your order will take between 1 and 14 days, depending on the selected shipping service provider and your delivery address.
Austria: 1 – 3 business days
Germany: 2 – 5 business days
EU, Switzerland and Great Britain: 3 – 7 working days
UAE: 3 – 14 business days
USA: 3 – 14 business days
Has my order already been shipped?
We will inform you by e-mail as soon as the order leaves our warehouse.
How can I track my order?
You will receive a tracking link as soon as the order leaves our warehouse.
Can I cancel my order?
Yes, please send an e-mail within 6 hours of receiving your order to info@ansevictorin.com or use our contact form.
Can I make changes to my order?
Yes, please send an e-mail within 12 hours of receiving your order to info@ansevictorin.com or use our contact form. Please be advised that we cannot accomodate change requests received later than that.
Return & exchange
How do I return an item?
If you wish to return a product, you have a 14-day right of cancellation from the time of delivery of the goods. You will find detailed information on the processing of returns in your parcel or by clicking HERE.
How do I proceed with a complaint?
In the event of complaints due to defects, incorrectly delivered products or similar, please contact us as soon as possible at info@ansevictorin.com or use our contact form.
Can I exchange products?
An exchange can only be made for the same item in a different size. It is not possible to exchange the item for a different color or a different item. Please contact us at info@ansevictorin.com or use our contact form.
Where can I find the return label?
You will find the return form in your parcel. To return items, please complete the return form. If you have misplaced it, you can print it out again HERE.
What does the return shipment cost?
Returns within Austria: You will find a return label in your parcel. Place the label on your parcel and follow the instructions for the return. We charge a return fee of €5 for the return shipment and the associated costs for re-importing the goods to Austria.
Returns within the EU: You will find a returns label in your parcel. Place the label on your parcel and follow the instructions for the return. We charge a return fee of €10 for the return shipment and the associated costs for re-importing the goods to Austria.
Returns outside the EU: The customer carries the shipping costs for returns.
You can find detailed information on the processing of returns HERE.
When will I receive my refund?
Refunds will be made within 14 working days of receipt of the returned goods. All refunds will be processed via the original payment method. Alternatively, you can receive the amount as a credit that you can redeem for future purchases.
Product information
How do I find out which size is right for me?
For information on our sizes, please refer to our SIZE TABLE.
Where are Anse Victorin products produced?
All of our products are manufactured in Europe.
What materials are used?
We only use high-quality materials such as silk, linen and cotton. The materials used in individual products can be found in the product description.
How do I care for my garments?
You can find detailed information on how to care for your products HERE.
What happens if the size I want is no longer available?
Our products are only produced in limited quantities and may no longer be in stock. If an item or a certain size is out of stock, please send us an e-mail to info@ansevictorin.com. We will inform you when the article will be available again. Please note that not all limited edition items can be reproduced.
Where can I buy Anse Victorin?
Anse Victorin is available exclusively in our webshop.
Sustainability
What is Anse Victorin's sustainability policy?
At Anse Victorin, we make sure that the highest quality and sustainability standards as well as ethical and fair working conditions are maintained through all stages of our production and supply chain. Please find detailed information on our sustainability policy HERE.
Data protection
How does Anse Victorin handle my personal data?
All information on the processing of your personal data can be found HERE.
Contact
How do I contact Anse Victorin?
Please send an e-mail to info@ansevictorin.com or use our contact form.
