RETURN CONDITIONS

All SALE items are final sale. Archive items are final sale. Items not in the original condition and/or missing tags are final sale. All limited edition collab printed merch is final sale.

For a full refund, applicable returnable item(s) must be returned within 14 days of receiving your order. 

If you ship your return after 14 days and within 30 days we can credit you a gift card for the applicable amount.

Please do not send items back after 30 days from receipt of your order as we will not be able to refund or offer a credited gift card. Some conditions may apply.

Your return will be processed as it is received. Item(s) will be refunded onto your original method of payment typically within 2-5 business days.  Please note that each individual bank may take additional time to process the return on their end.

We cannot refund return shipping charges unless item received is faulty.

RETURN CHARGE BACK FEE

As of July 8th 2024, we will be charging a restocking fee of 10% of items returned (not including applicable taxes and shipping) to cover the costs incurred from managing the return and the merchant fee charged to us when a purchase is made. 

Please remember to purchase consciouslyby checking your sizing on our standard sizing chart/ detailed individual sizing charts and our returns policy to make an informed decision prior to purchasing.

Please email us at support@anaandzac.ca for any issues regarding your order.

EXCHANGES

If you would like to exchange an item simply re-purchase your item(s) of choice and ship back the item(s) within 14 days of receipt.

Your return will be processed as it is received. Item(s) will be refunded onto your original method of payment typically within 2-5 business days.  Please note that each individual bank may take additional time to process the return on their end.

SHIPPING RETURNS

Please ship to our address:

Ana + Zac | Box 478 Lunenburg, NS B0J 2C0 CANADA

We suggest you email us prior to shipping a return. Please contact us at support@anaandzac.ca.

INTERNATIONAL RETURNS

If you are shipping a return to us from outside of Canada, please be sure to state on your customs form that your shipment to us is a return. Any customs, duty, or brokerage fees that we may incur due to improperly filled out paperwork will be deducted from the value of the refund/credit.   

CHANGING YOUR ORDER

Please note that once your order is placed and you receive an email with your tracking information your order has been been picked up for delivery. If you have not received your tracking information please contact support as soon as possible and we will do our best to assist you.

CANCELING YOUR ORDER

You may try and cancel an order you just made. You can request cancelation as soon as possible and we will do our best to cancel your order. This will depend if your cancelation requested is received in time prior to shipment which typically take 12 to 48 hours.

Regarding pre-orders, we ask that you cancel a pre-order within 24 hours of purchase as we allocate the funds to help pay for your item(s). We understand that situations may change and pre-ordering may not work for everyone so please take this into consideration when placing an order.

IF YOUR ORDER WAS CONFIRMED SHIPPED BUT NOT DELIVERED BY CARRIER

On occasion, certain carriers may fail to deliver your order or your order could have been stolen from where it was left if the drop off is not safe. Please ensure that your address is correct and that you provide a safe drop for the carrier. You have the option at check out to provide correct shipping details to ensure that your order is delivered properly and safely.

Once we ship your tracked order we are not responsible for lost goods and you must file a claim with the carrier. 

In some cases, once a claim is made, the carrier will fully refund your order and in some cases they will refund you the insurance that comes along with a tracked package.

In some cases, you can file a claim with your credit card company if you have protection. We are a small business and cannot cover lost or stolen merchandise once we ship your order.

We will never not ship your order. If you falsely claim that an order was 'never shipped' this can be disputed from our and our merchant's end. This will further delay the resolution on this matter.

If you need further support regarding a lost package we will do our best to support you with information on starting a claim but please remember in the end we cannot be held responsible.  Please contact us at support@anaandzac.ca.

HOLIDAY RETURN POLICY 

Our Holiday Return Policy will be in effect from November 1st until December 23rd. Any purchase of a full price item during this period will be eligible for a credit if returned by January 6th 2025.