Shipping policy

This policy applies to all orders placed at getanya.co, operated by QUINE SOLUTIONS LTD. We ship worldwide.

Where we ship from

Orders are dispatched by our fulfilment partners in Vienna, Austria and Bali, Indonesia. The location your order ships from depends on where the item is held:

[UK and EU orders] ship from Vienna, Austria
[US and rest of world orders] ship from Vienna, Austria
Orders within Bali ship locally from Bali

Your dispatch confirmation email will tell you where your parcel has been sent from. Where an order contains items held in both locations, it may arrive in more than one parcel at no extra cost to you.

Dispatch times

Ready-to-ship items are dispatched within 3 working days of your order being placed. Working days are Monday to Friday, excluding public holidays.

If an item is made to order or delayed for any reason, we will email you with an updated dispatch date.

Delivery destinations and estimated times

Destination	Carrier	Estimated delivery after dispatch
United Kingdom	EMS	5–10 business days
Europe	EMS	5–10 business days
United States	EMS	10–20 business days
Bali, Indonesia	GoJek	1–2 business days
Rest of world	EMS	5–10 business days

These are estimates, not guarantees. Delivery times exclude the dispatch period above and can be affected by customs clearance, carrier delays, and public holidays in your country.

Shipping costs

Shipping costs vary by destination and order weight. Your exact shipping cost is calculated and displayed at checkout, before you enter payment details and before you confirm your order. You will never be charged a delivery cost you have not seen and agreed to.

All prices on this website are set in pounds sterling (GBP). If you are shopping from outside the United Kingdom, prices may be displayed and charged in your local currency, converted at the rate applied by our payment provider at the time of purchase. The amount shown at checkout is the amount you will be charged. Your bank or card provider may apply its own fee if your account is held in a different currency again.

Customs duties, import taxes and fees

For orders shipped outside our dispatch country, any customs duties, import taxes, VAT, brokerage or handling fees charged by your country's authorities are the responsibility of the customer and are not included in the price you pay at checkout.

These charges are set by your local customs authority and we have no control over them and cannot predict their amount. Please check with your local customs office before ordering if you are unsure what may apply.

If a parcel is refused at delivery or returned to us because import charges were not paid, we will refund the price of the goods less the outbound and return shipping costs we incurred.

Tracking

You will receive a dispatch confirmation email with a tracking number once your order leaves us. Tracking information can take up to 48 hours to become active on the carrier's system.

Delivery addresses

Please check your delivery address carefully at checkout. We are not able to redirect orders once they have been dispatched. If an order is returned to us because the address was incomplete or incorrect, we will contact you and can resend it once the additional postage has been paid.

Delayed, lost or damaged parcels

If your parcel has not arrived within 10 business days of the end of the estimated delivery window above, email us at hello.anya@getanya.co with your order number and we will open an enquiry with the carrier.

If a parcel is confirmed lost in transit, we will send a replacement or issue a full refund including delivery costs, at your choice.

If your order arrives damaged, contact us within a reasonable time with photographs of the item and the packaging and we will arrange a replacement or refund. See our Refund Policy for full details of your rights.