Help & FAQ

You’ll find a wide selection of Ana Alcazar pieces on our themed category pages. Simply add your chosen items to the shopping basket and click “Checkout” to complete your order.

We recommend creating an Ana Alcazar customer account to enjoy the full range of our services. You can register during checkout in just a few clicks. Already have an account? Simply log in with your email address and password.

Prefer not to register? No problem – you can also place your order as a guest.

Once your order is placed, we’ll send you an order confirmation email straight away. We’ll then process your order promptly. As soon as your parcel has been dispatched, you’ll receive a tracking link so you can follow your delivery and even plan it with DHL.

If you have a customer account, you can also view all your orders there at any time.

If your size isn’t available at the moment, don’t worry – it may be back soon. Simply select your preferred size on the product page and click “Notify me” to receive an email as soon as it’s back in stock.

You’re also very welcome to contact our customer service team. We’ll be happy to check availability for you and, if needed, suggest similar styles that might suit you just as well.

Once your order has been placed, it can no longer be changed. However, as long as it hasn’t yet been dispatched, you can still cancel it.

To do so, simply send us an email with your order number to shop@a-n-a.com. We’ll confirm your cancellation as quickly as possible.

Any amounts you’ve already paid will, of course, be refunded to you straight away.

Unfortunately, it isn’t possible to change your delivery address once your order has been placed, as we begin processing orders straight away. If you notice an error in your delivery address, please let us know immediately by emailing shop@a-n-a.com.

If delivery is not possible, your parcel will automatically be returned to us and your order will be cancelled. You’ll receive an email notification as soon as this happens.

Straight after completing your order, you’ll receive an order confirmation email containing all the details - including your order items, billing and delivery address, and chosen payment method.

Please check these details carefully. If you notice anything incorrect or missing, contact our customer service team right away at shop@a-n-a.com so we can help.

If you don’t receive an order confirmation email, please double‑check that your order was successfully completed and that your email address is correct. If you’re unsure, our customer service team will be happy to assist you.

For security and data protection reasons, it’s unfortunately not possible to place an order by telephone.

However, our customer service team will be happy to assist you with any questions you may have about the ordering process, returns, or making a complaint.

At Ana Alcazar, security and data protection are our highest priorities. We fully comply with all legal data protection requirements. Your data is used solely to process your order and to help us improve our services – and will never be passed on to third parties without your explicit consent.

For more details, please see our Privacy Policy.

For extra protection, we use SSL encryption to secure your data during transmission. We will never ask you for confidential information or passwords by email or telephone. All official emails from us will only ever come from shop@a-n-a.com.

No matter which payment method you choose, your data is always transmitted securely and in encrypted form.

You can pay with the following methods:

Klarna – Pay Later
Order now and pay only after you’ve received your items. Klarna will send your invoice directly to you by email, and you’ll have 30 days to make your payment.

PayPal
Pay quickly, easily and securely using your PayPal account.

Credit Card
We accept all major credit cards, including Visa and Mastercard.

Apple Pay
A modern and secure way to pay – simply use your Apple device.

Google Pay
Convenient and secure payment from Google – directly via your smartphone or other compatible devices.

iDEAL
The secure online banking payment system from the Netherlands.

Please note: Not all payment methods are available in every country. If you have any questions about your payment, our customer support team will be happy to help – simply send us an email.

We deliberately avoid printing paper invoices in order to save resources. You will always receive your invoice automatically as a PDF attachment to your shipping confirmation email.

If you need another copy, simply send us a short message with your order number.

If you paid with Klarna, the invoice will be sent directly to you by Klarna via email. For a copy or any questions, please contact Klarna’s customer service directly:

Telephone: 0221 669 501 10
Klarna Customer Service

During the checkout process, simply select “Invoice (Klarna)”. You only pay after receiving your order, and only for the items you decide to keep. The invoice will be sent to you directly by Klarna via email.

If you return any items, they will automatically be credited to your invoice after processing, or your invoice will be cancelled in the case of a full return. Payment should be made only to the bank account details provided to you by Klarna.

If you have any questions about paying with Klarna, please contact Klarna’s customer service directly.

Don’t worry – this can happen if your return overlaps with the payment due date. As soon as your return has arrived and been processed, you will receive a return confirmation by email. At the same time, we will automatically notify Klarna so that your invoice is adjusted.

For any further questions regarding your Klarna invoice, please contact Klarna’s customer support directly.

Once your return has been received and checked by us (please allow 2–3 working days for this), you will receive a return confirmation by email. The refund will then be issued on the same day.

Depending on your payment method, it may take a few days for the credit to appear in your account – this depends on your bank or payment provider.

For PayPal payments, refunds are usually processed within just a few minutes.

For purchases made by invoice with Klarna, you only pay for the items you keep. Any returned items that have already been paid for will be refunded directly by Klarna, which may take up to 14 days.

You can find the current shipping costs and delivery times here:

Germany:
Shipping is €2.95 per order, or free for orders over €250. Delivery time is 1–3 working days.

European Union:
Shipping is €4.95 per order, or free for orders over €250. Delivery time is 3–7 working days.

Switzerland & Other Countries:
Shipping is €19.95 per order (plus customs duties, taxes, etc. – see point 5). Delivery time is 3–7 working days.

Please note: For deliveries outside the EU, additional import taxes, customs duties, or other charges may apply. These are set by the destination country and must be paid by the recipient. The exact amount can be obtained from your local customs office.

Would you like to collect your order flexibly, at any time of day? We’re happy to deliver within Germany to a DHL Packstation. All you need is your customer number (“Postnummer”) and the number of your chosen Packstation. You can find further information directly from DHL.

We’ll keep you informed about every stage of your order by email – from receipt through to dispatch. Your shipping confirmation email will contain a link to DHL’s online tracking service.

If you have an Ana Alcazar customer account, you can log in at any time to check the status of your orders and deliveries in your personal area.

Within the European Union: No additional taxes or customs duties apply to deliveries to EU countries. All prices include VAT.

Outside the European Union: For deliveries to non‑EU countries, additional import taxes, customs duties or other charges may apply, which you will need to pay. DHL may contact you after dispatch to confirm the details.

We currently deliver to all countries in the European Union (including Germany, Austria, the Netherlands, Belgium, Denmark, France, Spain, and others).

We also deliver to selected European countries outside the EU - currently Switzerland, Liechtenstein, Norway and Iceland.

At present, we do not deliver to the United Kingdom or to countries outside Europe.

If your country is not listed, simply send us an email and we’ll be happy to check whether delivery is possible.

You can return any item within 30 days of receipt. The important thing is that the items must be unworn and the single‑use seal must be intact. We handle returns quickly and without fuss.

Please login to the Returns Portal

Please include the completed returns form enclosed with your parcel. Indicate which items you wish to return and – if you like – the reason for returning them. This helps us improve our service.

For returns from Germany, Austria and the Netherlands, shipping is free of charge.

Place the items together with the returns form carefully in the parcel, seal it securely and attach the return label to the outside. Please remove all old shipping labels. Hand the parcel in at a DHL shop, Packstation or post office (in Austria or the Netherlands, with the respective postal service). Keep your proof of posting until you have received confirmation from us.

Once your return has been received and checked, you will receive confirmation by email. Your refund will then be made automatically to your original payment method within 3–4 days of this confirmation. If you paid by invoice, the invoice amount will be adjusted or cancelled automatically – you only pay for the items you keep.

To register your return, please log in to our returns portal using your order number and email address. There you can select the items you wish to return, and a DHL return label will be sent to you by email.

Returns Portal

(Free Returns for Germany, Austria, Netherlands) For all other countries, we do not offer free returns. Please note that we cannot accept parcels sent without postage paid (“unfree” shipments).

Once your parcel has arrived with us, we’ll process it promptly. Any amounts already paid will be refunded immediately to the payment account you used for your order.

If you ordered by invoice, you only pay for the items you keep. We will automatically adjust or cancel the invoice after receiving your return. You don’t need to do anything else.

Unfortunately, we cannot offer exchanges. If an item doesn’t fit or you don’t like it, please return it to us. You can then simply order the desired item again directly from our online shop – we’ll deliver as quickly and smoothly as always.

A customer account is not mandatory, but it offers you many advantages:

• You have a clear overview of all your personal details, orders and deliveries.
  
• You can update your information yourself at any time.
  
• You can save favourite items to your personal wish list.
  
• You can keep track of items you’re waiting for.
  
• You gain access to exclusive sale offers.
  

You can create your customer account in advance or simply during your next order - all you need is your email address.

No. Your data is treated with the strictest confidentiality and will never be passed on to third parties.

imply send us an informal email to shop@a-n-a.com requesting deletion of your account. We will delete it immediately and confirm this by email. For further details, please refer to our Privacy Policy.

In your customer account, you can view, edit or add billing and delivery addresses. Changes in your customer account always apply to future orders. They do not affect orders that have already been placed.

If you have just placed an order and notice an error, please contact us as soon as possible via our contact form. We may still be able to cancel the order so that you can place a new one with the correct details.

For technical and security reasons, it is unfortunately not possible to change order details afterwards – for example, the delivery address or payment method.

If your parcel cannot be delivered due to an incorrect address, it will automatically be returned to us. As soon as it arrives back in our warehouse, we will, of course, refund you in full.