DELIVERY & RETURNS

DELIVERY

Due to high activity, please allow slightly longer delivery times. Please accept our apologies for any inconvenience caused.

The delivery date will be displayed when confirming the order or will be sent to you in the e-mail confirming your order and displaying relative information concerning your delivery.

I. WHAT DELIVERY OPTIONS CAN I CHOOSE?

Standard delivery to your home address (4-6 weeks): FREE

We offer a 4-6 week delivery after confirming your order. Deliveries are made Monday to Saturday, with the exception of public holidays. The delivery costs are free.

The delivery time will depend on our workshops and the volume of orders. To guarantee the exceptional quality of our products, each material is treated with the greatest care and the final product is specially hand sewn and embroidered for you.

Of course, this causes a longer waiting time for delivery.

II. SHIPPING COUNTRIES

We ship worldwide.

III. UNDELIVERABLE PARCELS

If we are unable to deliver your parcel with the selected delivery method it will automatically be returned to THEANA.

Furthermore, if the postman arriving at your home is unable to deliver, your package will be dropped off at your nearest post office. In this case, you will have 10 working days to collect it using your ID card and your order tracking number before it is automatically returned to us.

IV. CAN I CANCEL OR AMEND MY ORDER?

We start processing your order quickly which means we can’t always make changes to it once it’s confirmed. Please contact customer service as soon as possible for any changes, if these are possible.

However you may be able to cancel your order and place a new one using your withdrawal right within 14 days after the order is confirmed.

Sign in to My Account and view your online orders under My Purchases. If the ‘Cancel Order’ button is visible, you can select this option and your order will be cancelled. If the button is not visible, it is too late to cancel your order as processing has begun. Should you need to, you can find out about return options instead here.

V. TRACK YOUR PARCEL

As soon as we start packing your order we will send you a shipping confirmation email with the delivery information and a link to track your order online.

You will also be able to track your order under Your Orders when you log in at My Account.

RETURNS

 

VI. CAN I RETURN MY PURCHASE?

You always have the right to withdraw from your order within 14 days, without giving any reason. The withdrawal period is counted from the day of the delivery of the last good(s) in your order.

VII. RETURN CONDITIONS

THEANA guarantees a full refund for any returned items in accordance, meaning that all items are returned in the same condition they were in upon your receipt. This means the items should not have been damaged, soiled, washed, altered or worn (other than to try the item on) and that any labels or tags should be intact.

VIII. HOW DO I RETURN MY PURCHASE?

You shall send back the goods or hand them over to us without undue delay and in any event not later than 30 days from the day on which you received your item(s). All our items must be sent in pristine condition. You will have to bear the direct cost of returning the goods. If you choose another way of returning the goods, the cost of that return will be borne by you.

The Return address is the following: Service Clientèle – 16, Rue Fremicourt 75015 Paris, France.

Please contact Customer Service for your questions and will guide you on the return procedure to follow.

IX. CAN I RECEIVE A REFUND OR EXCHAGE?

You can request a refund or an exchange.

The refund will be made with the method of payment used when ordering. The maximum processing time for returns and therefore the resulting reimbursement is 14 days. You can use your refunds to make new purchases directly on our website. Shipping costs, paid during the initial order will not be refunded.

The cost of the return is borne by you.

You can request an exchange by following the same procedure as the refund. In the event of an exchange, the delivery costs will be free for (1) exchange.

However, the cost of the return is borne by you as well.

X. RIGHT OF WITHDRAWAL

How does it work?

You always have the right to withdraw from your order within 14 days, without giving any reason. The withdrawal period is counted from the day of the delivery of the last good(s) in your order. The easiest way to exercise your right of withdrawal is to simply fill in the return form in our Legal Terms & Conditions. It is sufficient for you to let us know about your decision to withdraw from your order, before the withdrawal period has expired. Please contact our Customer Service for guidance during your return.

Effects of withdrawal 

We will refund all payments received from you, including the costs of our standard delivery option, without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw. We will use the same means of payment that you used to pay for your order and this will not cause you any extra fees. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

If the order already left our warehouses, the delivery costs are not refundable.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 30 days from the day on which you received your item(s). All our items must be sent in pristine condition. You will have to bear the direct cost of returning the goods. If you choose another way of returning the goods, the cost of that return will be borne by you.