FREE SHIPPING to Europe ... Discounted Shipping Worldwide!

FAQs


Hopefully you can find any answers to questions here; if not, just drop us an email

Registration

DO I NEED TO REGISTER BEFORE PLACING AN ORDER?
No, you do not need to register before placing an order, you can choose to check out as a guest.

HOW DO I RESET MY PASSWORD?
Just click the “forgot my password” link next to the login button.

HOW DO I CHANGE MY ACCOUNT INFORMATION?
When you log on to your account using your username and password, you will be able to click on your account overview where you can update and edit any information.

Ordering

WHAT TYPES OF PAYMENT METHODS DO YOU OFFER?
We currently accept payment through Paypal, VISA, MASTERCARD, DISCOVER, AMERICAN EXPRESS credit cards (via PayPal Guest checkout -  you do not need a Paypal account), or through direct bank transfer.

DO I HAVE TO ORDER ONLINE?
Yes. We are selling exclusively online, so no matter where you are in the world you can access our products.

WHEN WILL I RECEIVE MY ORDER?
Most orders take 3-5 business days (Business days are MONDAY-FRIDAY ) to process. Once processing is complete courier shipping takes 3-5 days (EU) or 7-10 days (International) and you will receive an email notifying you of your parcel tracking number.

MY CARD GOT DECLINED; I KNOW MY FUNDS ARE AVAILABLE. WHAT MAY HAVE HAPPENED?
Visa/MasterCard regulations require us to only ship to your billing address to prevent fraudulent transactions. Should you get declined, perhaps you requested another address other than the billing address your credit card company has on file. Should that be the case, and you still insist we ship to an address other than your billing; we will either contact you or expect your call. We will then provide you with a credit card authorization form to fill out and return back to us. The form also has an area to shade in the front side of your credit card. This allows Visa/MasterCard to prove your card is in your possession and prevent fraud. Soon as we get this back, we will process your order right away.

WHY HAS MY ORDER BEEN CANCELLED?
If your order has been cancelled we will contact you via email to explain. If you do not recieve an email, please contact us. 

HOW DO I CHANGE MY ORDER OR CANCEL IT?
An order can only be changed or cancelled within 24 hours of it being placed and as long as it has not been shipped. Please contact us if you need to cancel or make changes to an order. 

WHAT IF MY PACKAGE ARRIVES DAMAGED?
We hope this never happens, but in the case of damaged package or contents, please please contact us immediately, preferably the day you receive it and we will advise you how we can handle the issue.

WHAT DO I DO IF I NEVER RECEIVE MY PACKAGE?
Your package tracking number will provide a date of delivery. If it is not received by then, please contact the courier (GLS, FEDEX or BARTOLINI) with the tracking number provided in the email titled“Your order has shipped”. Please note we are not responsible for any delays the shipping carrier may have. However we will resolve any issues we can.

DO YOU SHIP INTERNATIONALLY?
Yes we ship worldwide. There may be duties and taxes imposed on your order that aren't reflected in our prices. Check with your local Customs office for those charges. In addition, some countries may charge an additional handling fee for delivery within that country. AnnaKemp is not responsible for any of these charges. The shipping charge only covers the shipping. Please note that we are not responsible for delivery arrival times/dates, as Customs can hang on to your package for reasons beyond our control.

DO YOU PROVIDE TRACKING INFO FOR PACKAGES?
Yes, every package will have a tracking number. Once the payment is accepted you will receive an email confirmation of your order. Once your package is shipped you will be notified of the tracking number by email.