FAQs
Frequently Asked Questions (FAQs)
What products do you sell?
We sell Sneakers, Boots, Sandals, and Heels for both men and women.
Do you ship internationally?
No. We currently ship only within Germany. Worldwide shipping is not available at this time.
Where do you ship from?
All orders are shipped directly from our warehouse in China to Germany.
How long does shipping take?
Shipping time includes handling and transit.
- Handling time: 1–2 business days (Monday to Friday)
- Transit time: 4–8 business days
Delivery times are estimates and may vary due to customs or carrier delays.
Is shipping free?
Yes. We offer free standard shipping on all orders within Germany.
Which carrier do you use?
We use EMS (Express Mail Service) to deliver orders.
Will I receive tracking information?
Yes. A tracking number will be sent to your email within 1–3 business days after purchase.
Will I have to pay customs duties or VAT?
Yes. Since orders ship from China to Germany, you are considered the Importer of Record.
- Prices do not include German import VAT, customs duties, or carrier fees.
- These fees must be paid by the customer upon delivery.
Can I cancel or change my order?
Once an order is confirmed and payment is processed, cancellations or changes may not be possible. Please review your order carefully before placing it.
What is your return policy?
We accept returns within 14 days of delivery, provided that the item:
- Is unused
- Is in original condition
- Is returned in original packaging
A Return Authorisation (RA) number is required before sending any return.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
How long does it take to receive a refund?
Once your return is received and approved, refunds are processed within 10 business days to the original payment method.
Do you charge a restocking fee?
No. We do not charge any restocking fees.
Do you offer exchanges?
We do not offer direct exchanges. To get a different size or style, please return the original item and place a new order.
What items are not eligible for return?
- Used shoes (including sneakers, boots, sandals, and heels)
If your item arrives damaged or defective, contact us immediately with photos.
Are your products covered by warranty?
Customers in the European Union, including Germany, are entitled to the mandatory legal guarantee for faulty or non-conforming goods under EU law.
Is my payment information secure?
Yes. All payments are processed securely through trusted payment providers such as PayPal. We do not store your payment details.
Can both men and women shop from your store?
Yes. Our footwear collections are designed for both men and women, with clear size and product information.
How can I contact you?
Email: support@anndas.com
Phone: +86 193 5657 7461