For online purchases by consumers, the statutory period for notifying withdrawal is 14 calendar days from receipt of the item. The day of receipt is excluded. For one order delivered in separate parcels, receipt of the final item or part applies.

If the period has passed, contact us. Any additional acceptance is considered individually. Statutory rights for defective or non-conforming goods are handled separately.

You can return standard items bought online. Choosing an available size or colour does not make an item personalised.

Items made especially for you, for example with a requested name, date, text or embroidery, cannot be returned simply because you have changed your mind. If you received the wrong item or there is a problem with it, contact us: your rights also apply to personalised items.

Certain sealed items that cannot be returned for health or hygiene reasons cannot be returned once unsealed. This only applies to items covered by that legal exception. Opening an ordinary item’s packaging to check it does not automatically remove your right to return it.

The legal 14-day right to return applies to individuals buying as consumers, rather than business purchases.

If an item meets the return conditions but you cannot submit the request in the app, email comenzi@annebebe.ro.

• Put the items you are returning in the parcel, together with all their parts and accessories.
• You can check and try on items as you would in a shop. Do not wear, wash or use them beyond what is needed to check them. Keep labels attached.
• Pack them carefully so they are protected during transport. Use the original packaging if you still have it, or another suitable package.

If items have been used beyond what was needed to check them, are damaged or have missing parts, your refund may be reduced to reflect the actual loss in value. We explain what we found and how we calculated the amount. Missing original packaging or a detached label does not automatically mean that a return is refused.

If you send the parcel yourself, send it as soon as possible and within 14 days of telling us that you wish to return the items. If we have agreed to collect it, follow the collection instructions we send you.

The standard courier exchange fee is RON 10. The new item’s price may differ from the returned item’s price. Your confirmation lists the amounts to pay and receive back.

For exchanges where the new item is paid for on delivery, you pay its price and the exchange fee when the new parcel arrives. The old item is refunded separately after receipt and inspection.

Dispatch depends on confirmed stock. If an express replacement option is offered and you select it, the applicable conditions and payment are those communicated in your confirmation.

In the app, choose the store where you would like to bring the items from the locations available for your order. Wait for our confirmation before visiting. We email you the address, opening hours and what to do.

We usually ask you to bring the items within 48 hours of confirmation. If you cannot visit then, reply to the email: we can arrange another date or discuss collection by courier. The 48-hour window helps us organise handover and does not shorten your legal return period.

We receive and check the items at the store. Your refund is processed separately, rather than paid in cash at the till.

Reimbursement is made without undue delay and within 14 days of being informed of your withdrawal, subject to the statutory right to withhold reimbursement.

Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first.

We use the original payment method unless expressly agreed otherwise, without refund fees. Cash-on-delivery or bank-transfer payments require your IBAN and the account holder’s full name. PayPo or gift-voucher/card payments are refunded taking account of the method used.

Return shipping charges due are deducted from the refund. Original standard delivery costs are refunded in the cases provided by law; the extra charge for a more expensive delivery option expressly chosen by you is not refunded.

Report the issue in “My order” or email us with your order number, a description and relevant photos. Keep the packaging until you receive instructions.

Our team checks the case and confirms an appropriate solution: remedy, replacement, exchange or return, subject to the law. Where the problem is our responsibility, the ordinary return or exchange shipping fee does not apply.

These cases are handled separately from a change-of-mind withdrawal. Personalisation or a hygiene exception does not remove statutory rights for non-conforming goods. Any voucher is discussed with you and does not replace statutory rights without agreement.

Cannot use the app? Email comenzi@annebebe.ro. Include your name, order number and whether you would like a return, an exchange or help with a problem.

You do not have to use the app to request a return. You can also notify us by email or by a letter sent by post before the legal time limit expires. Clearly say that you wish to return the items and keep proof of sending your request.

Want to cancel an order you have not received yet? Contact us as soon as possible. We check whether it has already been dispatched and tell you what we can do. If you have already received the items, you can request a return or exchange under the conditions explained on this page.