Returns & Refunds
Last updated: 12 July 2026
We want you to love what you receive. Because much of what we make is handmade to order, our policy balances fairness to you with the realities of custom work. Here's exactly how returns and refunds work.
If something's wrong, we'll make it right
If your order arrives defective, damaged in transit, or incorrect due to our error, contact us within 7 days of delivery at contact@annammade.com. Send your order number and a couple of photos, and we'll arrange a repair, replacement, or refund — whichever suits best.
Custom and personalized orders
Made-to-order and personalized items — anything customized, monogrammed, or built to your specification — are final sale and can't be returned for change of mind, since they can't be resold. The defect and error protection above still applies to them in full. Please review your specifications carefully before ordering.
Change of mind
For standard, non-personalized items, please contact us within 7 days of delivery if you'd like to return them. Items must be unused, in their original condition and packaging. Return shipping for a change of mind is the buyer's responsibility; we recommend a tracked service.
How refunds are issued
Once we receive and inspect a return, or approve a claim, we issue your refund to the original payment method — normally via PayPal (or bank transfer / Wise if you paid that way). Please allow a few business days for it to appear, depending on your bank or payment provider.
Return shipping and customs
For defects, damage, or our error, we cover the cost of putting things right. For change-of-mind returns, the buyer covers return shipping. Original shipping charges and any customs duties or import taxes you already paid are non-refundable, as those are charged by carriers and your local authorities.
Your statutory rights
Nothing in this policy limits any consumer rights you may have under the law that applies to you. If your local consumer-protection law grants you stronger rights — for example a statutory cooling-off or warranty period — those rights still apply.
How to start a return
Email contact@annammade.com or call +84 932 862 064 with your order number. Please contact us before sending anything back so we can confirm the address and the best way to proceed. Our return address is 42 Trần Xuân Lê, Thanh Khê, Đà Nẵng, Việt Nam.