Q & A

Yes, you can. There are two types of order cancellation:

1. Cancelling a paid order.

If you haven’t received the shipping notification, you can contact our Customer Service for assistance.

To Email:support@originalann.com

Mail format
Title: Order + cancel Order
Text: order number + cancel order
Example:
Title: Order(#34456) cancel Order
Text: Order(#34456) cancel the Order
We will reply within 24 hours after receiving the email. If the goods have been shipped, the message will show that the goods have been shipped and the order cannot be cancelled. If not shipped, the message will show that the order has been canceled.

2. Cancelling an unpaid order:

An unpaid order will be canceled automatically after 48 hours. Your order will be cancelled.

Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

When you place an order with ORIGINAL ANN we will have to process the order first. Processing usually takes 1-5 business days. Shipping time will be 7-15 working days by standard shipping. Please refer to our shipping info for more details on how long it will take to get your package.

After placing your order, we may need 1-5 business days to prepare your order.

This will be our processing time to make sure that your order is accurate. This processing time does not include shipping time.

We will inform you with an email after shipment or if there is any delay.

Please make sure you login the right email account and please check your mailbox spam folder as well.

If you can’t find an email fifteen days after you’ve placed the order, please contact our Customer Service.

Original Ann account only allows billing address. So the shipping address is the same as the billing address.

If you want to change it. You can log in to ORIGINAL ANN account or edit the address area of the checkout page.

If you have not received a confirmation email about your order, you may have registered your email incorrectly or the email might be in your spam folder. You may log into your ORIGINAL ANN account: https://www.originalann.com/my-account/ and click “Orders” button to see your orders. You may also submit a ticket (service@originalann.com) online to find out more information about your order.

Yes, you can. It includes changing sizes or the color of an item, removing an item, and changing your shipping address. Before shipping out, please contact our Customer Service. Please note that we can help you modify your order BEFORE shipment.Once your package shipped, we will not be able to change anything.

Your estimated delivery date includes processing time and delivery time, please check the Shipping Info page for details.

You’ll be able to follow your order as it’s been sent with trackable service. To check this, all you need to do is logging into your account and click “Orders” to follow your parcel.

If your estimated delivery date has passed and you haven’t received your order, please contact our Customer Service for further help.

There are multiple possible reasons:

1) Wrong or incomplete address

2) Invalid phone number

3) Unable to deliver

Please go to “Track” under “My Orders” to find the tracking number first and contact the shipping company for more information. You may also contact our Customer Service for further help.

Packages might be delivered to your mail box or signed by your neighbors. We suggest you check in your mail box and with your neighbors first. Or you can check with the shipping company with your tracking number and your ID card.

Tracking number can be found by click “Track” under “My Orders”

If you still cannot find your package, please contact our Customer Service.

Please log into your account >> click on “Orders” and click on the “View” button for more details as the following example picture shows. It may take 3-5 days to see any activity once it has shipped out from our end as the next facility need time to scan parcels.

Please allow some time for the courier to update the latest tracking info after reaching the next station.

You will receive your order in 10-20 business days from the date that it is placed.

For processing time, we may need up to 1-5 days to prepare your order after placing your order. This is to make sure that your order is accurate. This processing time does not include shipping time.

As for delivery time, please check the Shipping Info page. You can log into your account >> click on “Orders” and click on the “View” button for more details.

You will receive your order in 10-20 business days from the date that it is placed.

For delivery time after your order was sent out, you can check the Shipping Info page for estimated delivery days. Or you can log into your account >> click on “Orders” and click on the “View” button for more tracking details.

We will do partial shipping for your order in the following conditions:

1) Items are in different warehouses.

2) Hot-sale items need additional preparation time.

3) Weight limit of customs or courier.

You will receive an email notification when each parcel is being shipped.

Please contact the shipping company and remember to provide your tracking number to find out more information.
If you still can not find your package, please contact Original Ann customer service as soon as possible. We will be more than happy to resolve this issue.

There may be following reasons:

1. Consignee unavailable

2. Wrong shipping address

3. The parcel is delayed by the shipping company

Please check with the shipping company with your tracking number and your ID card to arrange re-delivery. If you still cannot receive your package, please contact our Customer Service for further help.

Sometimes it takes some time to update the information.

If your shipment is from our international warehouses, it is in transit or clearing customs, the information will not be updated until it reaches next shipping station.

Sometimes the shipping company may not update the package information in time.

We will try to update that info for you or please feel free to contact us to ask for help.

Sometimes your package requires a signature for it to be delivered. You may contact the shipping company and ask them details about your package with the tracking number we have provided.

If you missed the delivery, please contact the shipping company to arrange for them to redeliver or for you to pick up the package.

If there is a tracking number, it means that the parcel has been shipped out.

The parcel is sent from our warehouse first. Then parcels will arrive in the shipping company’s processing center by plane. Then each shipping company will pick up parcels from airport. Once they have scanned those parcels, the website will update the tracking number. It may take 3-5 days to see any activity once it has shipped out from our end.

Please allow some time for the courier to update the latest tracking info after reaching next station.

Normally, our customers would not be charged tariffs. However, because of increasingly strict customs inspection, it happens sometimes. We have no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. As per our policy, customers need to afford the tariffs, so please contact the local customs office to get your parcel first. If you do not, there is a high possibility that your parcel be destroyed but not returned.

Normally, our customers would not be charged any tariffs. However, because of increasingly strict customs inspection, it happens sometimes. We have no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

Once we receive the returned items, it will take up to 7 days for us to process the refund.
The refund will be issued to your original payment account per your request, that depends on your financial institution which ranges from 7-14 business days.

We’re very sorry if you’re not 100% satisfied with the items you received, and we gladly accept returns within 30 days of receipt for most items in new condition.

1. Please contact Customer Service by submitting a ticket on our site, indicating the item(s) you would like to return and the reason. We will get back to you within 24 hours. Your patience will be highly appreciated.
2. After receiving return instructions from us, please package up the item(s) to be returned with the original packing.
3. Drop off your package at the local post office.
4. Returns will be processed within 5 business days upon receipt of your package. The refund will be issued to your original payment account per your request.

Return Conditions

1. You have 30 days to decide if an item is right for you, if you would like to return or exchange the item please contact us within 30 days of delivery.
2. The following items cannot be returned or exchanged: Jewelry and Bridal Headpieces.
3. Returned items must be in their unused condition with the original packing. We do not accept a returned item that has been worn, damaged, washed, or altered in any way.
4. Items with non-returnable marks and free gifts cannot be returned.
5. We do not accept returned items that have been sent back without proper returns requests.
6. We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.
7. Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-Original Ann products .
Note: The original shipping fee and Shipping Guarantee are non-refundable.

More return policies

We want to sort out any issues with wrong/defective/stained items straightaway.

As soon as you discover a wrong/defective/stained item, please contact our Customer Service with:

1) The order number

2) The item’s name or SKU number or pictures

3) A description of the problems and some clear pictures

We’ll get back to you as soon as we can.

The following items cannot be returned or exchanged: Jewelry and Bridal Headpieces.

More details can be found in our Return Policy.

Steps are easy to follow:
1. Sign into your Original Ann account.

2. Find the order in My Orders, click the “Return Item” button.

3. Select the item(s) you would like to return, indicate the reasons, and submit.

We will offer a full refund for all returnable item, excluding shipping fee, shipping guarantee and non- refundable items ： Jewelry and Bridal Headpieces.

Coupon codes and points will not be refunded as monetary value.

We accept return for refund or exchange within 30 days after delivery. The following items cannot be returned or exchanged:  Jewelry and Bridal Headpieces. Please note that exchange will need more days than processing a new order. Since it will be quicker for you to place a new order directly, we suggest you return for refund. Please contact our Customer Service for further help.

We’re really sorry if we’ve made a mistake with your refund!

If this is the case, please contact our Customer Care Team and we’ll try and sort it out for you as soon as possible.

The following part may affect the amount you have been refunded:

The delivery charge, which is only refunded for cancelled orders before shipment.

You may check out our Return Policy first, then please contact our Customer Service about which items you want to return with the following information.

1) The order number

2) The item’s name or SKU number or pictures

3) A description of the problems and some clear pictures

We will process your return request and offer the nearest return address for you as soon as we can.

There are different ways you can choose to pay at our website.

We support Credit/Debit Card, PayPal, E-wallet, Paytm or local payment methods.

It’s a random check to assure that the payment is done by authorized user. Please check your email and reply with the requested documents, and we will pay great attention on your info security.

Please refer to the following information:

1) check the card details to make sure the information is correct. e.g. the expiry date or your billing address. (Common problems including incorrectly spelled name)

2) make sure you enter the security code correctly – that’s the three digit numbers on the back of your card.

3) your card issuer may have declined your payment – please contact card issuing bank.

It may be caused by the following reasons:

1. The discount is applied to the original price but not sale price on the page. If the item is on sale or discounted more than the coupon discount, there might be not too much price difference after applying the coupon.

2. The code has already expired.

3. The purchase amount is limited.

Different period has different sale prices. Prices are subject to change based on the price in effect the day you checkout, unfortunately we cannot refund you the price difference.

You don’t need to pay business tax at present. We’re not an American company.

One coupon code can only be applied to an order at a time. If you have more than one coupon code you may use those on your next purchase.

Sorry, cash on delivery is not available at present.

You can also continue to learn about cash on delivery. In general, UAE, Saudi Arabia, Kuwait, Qatar, Bahrain, Oman, India, Thailand, Vietnam, Taiwan(CN).

For these areas, they all have the minimum and maximum limitation, the COD service fee.

We apologize for this inconvenience, however the price will be changed in different promotion, so we are not able to issue a refund for the difference.

ORIGINAL ANN reserves the right to change the promotion at any time with our sole discretion. Thank you for your understanding and support.

Yes, we do. Please contact our Professional Wholesale Team to enjoy a higher discount.

One size(OS) does not mean the item will fit all, however it does mean that the item comes only in one size.

The size details will be shown on each product page. Please take the size measurements into consideration before placing an order.

If an item is marked as “Sold Out”, we suggest you check the site frequently in the next two weeks in case it restocks. However, if it does not restock within few weeks, it is likely to be removed from our online store.

New products are updated every day on our website to cater to the styles of different customers. Find our latest styles by clicking the ” NEW” link on our homepage.

The most effective way to choose your size is to take your measurements and compare them to the detailed sized chart. You could find a size reference on every product page. This will help you pick what size is best for your body type.

“One size” does not necessarily fit all sizes but means there’s only one size for this product.

We currently have warehouses in China HK. Products will be sent HK.

There could be several reasons:

1) Most of the time is that you have entered the email address or password incorrectly.

2) If you still can’t log in, you could reset the password. Click “My account” on the top right corner of our homepage, then click “Lost your password?“, enter your registered email address in the provided box and you may receive the reset email to create a new password with the link. Please also check your junk mail folder if you cannot locate our email.

One of the most secure online system is applied to our website to protect your personal information against unauthorized use.

We also utilize secure socket layer (SSL) technology where any personal information obtained through our website is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.

We can’t change/update our customers’ email addresses as of now.

If you don’t have orders or finished everything in previous orders, you can contact Customer Service to delete your account first. Then you can create a new account with new email address.

If you have unfinished order(s), please remember your order number and we suggest you can ask us to delete your email address after you receive your order(s). Then you can create a new account with new email address.

You can unsubscribe by simply clicking the unsubscribe button at the bottom of each email we send and follow the instructions.

Changing your details in your ORIGINAL ANN account is fast and easy.

Once you log into your account you can:

-Change your password

-Edit/Add shipping address

-Set up your account

1. Fast and easy checkout for future transactions

2. Easy access to your order status and order history

3. Get access to your favorite items in “My Wishlist”

4. Enjoy sweet deals with our exclusive discounts, promotions, and special offers

In our site, accounts can be registered by cutomers’ email. Please find out under which account you made the order, and make sure you log in the correct account.

We respect your privacy and keep your personal information confidential.

When you visit our site, the information collected is stored by your browser, such as your name, phone number, postal code, and address. Cookies can be used to recognize your IP address and provide faster access to our site. You can restrict the use of cookies by changing the settings in your browser, which may limit your access to our site.

Click “Privacy & Cookie Policies“

Registering with ORIGINAL ANN has many benefits and will make your shopping experience easy and efficient.

Before placing an order you will need to register. To register, enter your email address, create a password and wait for the confirmation email from ORIGINAL ANN, then read the email for further instructions.

Please make sure the email address you use is entered correctly.

If you just want to reset your password, please follow the steps below:

1) Log in your account.

2) Click “ACCOUNT DETAILS”, then you can update your password.