FAQ

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What payment methods do you accept?

Why am I paying sales tax now when I haven't on previous purchases?

Do you charge VAT?

Do I need an account to make an online purchase?

How do I sign up for Klarna?

Which payment methods are accepted with Klarna?

Are there any hidden costs when paying with Klarna?

Am I eligible for a return if I use Klarna as my payment method?

What happens if I cannot make my Klarna payment?

How does Klarna work if I buy multiple items in an order?

Why is Klarna not available for international customers?

Am I eligible for a return if I use Klarna as my payment method?

How do refunds work for orders placed using Klarna?

It can take up to 10 business days to receive your refund once it has been processed by the ANINE BING Returns Department. If you paid using Klarna’s monthly financing option, the refund will be applied directly to your Klarna account. If you paid with a credit/debit card, the refund will be issued to your card.

Merchandise received past 14 days will automatically receive store credit in the form of an ANINE BING gift card. You are still responsible for your payments to Klarna associated with that purchase.

I’ve made a purchase using Klarna but changed my mind. Can I still cancel my order?

How often do you launch new styles?

The item I want is sold out. Is there anything I can do?

I keep seeing these amazing styles on Facebook and Instagram that I can’t find on your website. When will they become available?

Why are some styles only available on the US site, but not on the European site, and vice versa?

What size does Anine typically wear?

Can you help me find my size?

What does “oversized” mean?

Do you offer extended sizing?

I’d love some advice on how to style the piece I just bought. Can you help?

What’s the best way to contact you?

We love hearing from our customers. For help finding the perfect fit or finding an item you may have seen on Instagram, we recommend chatting with us live on the site. We are available 24/7 and respond within minutes. For returns, exchanges, order status or shipping issues, we recommend emailing us at concierge@aninebing.com. We strive to respond to all customer inquiries within one business day. Please note there may be a slight delay for international time zones or during sale or holiday periods. We look forward to connecting with you!

Can I call you?

Why am I being charged $100 at checkout if standard shipping is free to qualifying regions?

We offer free standard shipping to most regions worldwide. However, we have two different versions of our website. On our main webshop, www.aninebing.com, you will see a pop-up to select your country. Our US webshop services the United States and the rest of the world outside of Europe and Israel. If you select a European country or Israel, you will be brought to our European webshop. Our European webshop ships for free to Europe and Israel. Please note that VAT/duties may apply for European countries outside of the EU.

How long will it take to receive my order?

We do our best to process purchases placed during normal business hours within 1-3 business days. Please note that orders placed during the holiday season may take 5-7 business days to process and ship.

Average standard shipping times:

Within the US - less than 5 business days

US to Canada - 3-5 business days

US to South America - 5-10 business days

US to Asia - 7-10 business days

US to Australia - 7-10 business days

US to New Zealand - 7-10 business days

US to Africa - 7-10 business days

US to Middle East - 7-10 business days

Europe to EU - 1-3 business days

Europe to non-EU country - 7-10 business days (there may be delays due to customs.)

EU to Israel - 10-14 business days

EU to UK - 3 days

Do you ship to PO Boxes?

Do you cover duties and taxes for international orders?

We offer free standard shipping for most international shipments but only cover duties for Australia, Canada, China, Hong Kong, Japan, Mexico, and New Zealand. Any applicable duties or taxes are automatically calculated by Global-e at checkout. The amount is determined by your country’s Customs department based on the country of origin of the items being purchased and classification of these items. International taxes such as VAT (Value Added Tax) are set by the destination country.  Select DDP (Delivery Duties Paid) at checkout to pre-pay these fees. All fees will be listed on the Global-e international checkout page.  If DDP is not selected, the shipping carrier will invoice you upon delivery. ANINE BING is not responsible for these charges.

Do you offer expedited shipping?

How do I track my order?

Can I cancel or modify my order?

Please email us at concierge@aninebing.com as soon as you can. If your order has yet to be processed, we can still cancel your order or edit your shipping details. Please note we are unable to combine orders, alter sizes, add or remove pieces, or edit billing details once an order has been placed. We can, however, help you cancel your original order and place a new order as long as your order has yet to process.

Please note cancellations for any full-price or sale purchases are prohibited during any sale period. This restriction is also listed at checkout during sale times.

What happens if my package gets lost?

What is your return and exchange policy?

We offer returns for full-price purchases and are happy to help you find your perfect fit. If something is not quite right, returns are accepted within 14 days of receiving your order. Returns only apply to unworn and unwashed full-price merchandise returned to us within 14 days of receiving the merchandise.

Returns are free in certain regions for any full-price merchandise within policy. Please see exclusions below:

Australia: Return Fee of AUD30 on all returns.

Canada: Return Fee of CAD20 on all returns.

New Zealand: Return Fee of NZD30 on all returns.

Mexico: Return Fee of MexD350 on all returns.

Israel: Return Fee of Shekel200 on all returns.

We are only able to provide pre-paid shipping labels for US customers.

At this time, we cannot process exchanges, but are happy to accept your return, so that you can place another order.

Are returns free?

Returns are free for any full-price purchase within policy, with the exception of the regions listed below. Should you choose to forgo our return service and use a different carrier at your own expense, our Concierge Team can assist you with the proper return address. We are not able to reimburse return shipping costs.

Please see exclusions below:

Australia: Return Fee of AUD30 on all returns.

Canada: Return Fee of CAD20 on all returns.

New Zealand: Return Fee of NZD30 on all returns.

Mexico: Return Fee of MexD350 on all returns.

Israel: Return Fee of Shekel200 on all returns.

We are only able to provide pre-paid shipping labels for US customers.

For US customers with a pre-paid return label, you can find a nearby location here: https://www.usps.com/.

For international orders placed using Global-e, select "express prepaid return" to receive a free DHL label in the returns portal. Otherwise, you may receive a "standard return label" to use a carrier of your choice at your own expense.

How long does a return take to process?

What should I do if my item is damaged or defective?

How do I process a return?

US customers, visit any ANINE BING store to return, or visit our Returns Portal to initiate your return, and receive your prepaid return label. *Exclusions apply, please see our Shipping page

International customers, submit your request via our Global-e platform to receive a prepaid return label. You will be prompted to enter your order number (the longer order number starting with GE) and your email address used to place the order. To initiate an exchange, please contact concierge@aninebing.com.

How do I use the US Returns Portal?

Visit our Returns Portal to initiate your return. Provide your order number and the email address you used to make the purchase. If your order is within our 14-day return policy, please select the item(s) you wish to return, the reason for your return, and the method in which you'll return the item(s).

You can choose to receive your refund either as store credit to your ANINE BING account or back to the original payment method. Store credit will be sent to you via email or applied to your cart at checkout.

How do I unsubscribe from your newsletter?

Do you offer discounts for first-time customers?

We currently do not offer discounts to new customers, but we strongly encourage you to follow us on Instagram and sign-up for our newsletter to be the first to know about all things ANINE BING.

You can also follow this link to opt-in for texts every few weeks. Receive exclusive access to promos, new arrivals, style tips and more - right at your fingertips: https://www.aninebing.com/pages/ablove-subscribe-page

Unfortunately, at this time, the text list is for US customers only.

I tried claiming my free gift at checkout but it didn’t work. What do I do?

Any promotion involving a gift with purchase requires certain thresholds that must be met. You will receive this information by email and/or when you visit our website. If you believe that you have met the promotion qualifications and something is wrong during the checkout process, please contact our Concierge Team for assistance.Please note: In most cases, you are required to enter a promotional code at checkout to redeem an offer. During the checkout process, enter the code in the “Gift Card or Discount Code” box below your order details, and above your subtotal. Make sure you click “APPLY”, otherwise the code will not be applied to your order. This will discount your purchase, altering the price of the gifted item to $0.00 or 0 EUR. If you need any further assistance, please contact our Concierge Team.

Do you sell giftcards?

Please find a link to our e-gift card here: https://www.aninebing.com/products/gift-card

Available gift card amounts are preset. At this time we are unable to generate custom amounts. Once purchased, e-gift cards have unique gift codes that are sent via email. If your recipient does not use the whole amount all at once, it will remain on the card balance until their next order. Gift cards never expire.

Please note only USD gift cards may be used on our US webshop or in our US stores. Any gift card purchased or issued in an international currency may only be used online at www.aninebing.com.

My friend gifted me ANINE BING. Can I exchange it for something else?

Can online gift cards be used in-store?

What is Global-e?

Which payment methods are accepted with Global-e?

Are there any hidden costs with Global-e?

Why is Global-e not available in my region?

What is the ANINE BING app?

How do I download the ANINE BING app?

Can I access my account in the ANINE BING app?

Can I access my THE LIST loyalty account in the ANINE BING app?

How do I troubleshoot the ANINE BING app?

How do I receive a complimentary tote?

Is this offer available in-stores?

What if I make multiple purchases over $300? Will I receive the complimentary tote with each order?

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