Frequently asked questions
Order
What happens if I receive a damaged piece?
Can I cancel an order after payment?
According to our terms & conditions, once an order has been placed, we are unable to change or cancel it.
Can I amend my address or shipping method after placing an order?
For security reasons, it is not possible to change the delivery or billing address, or the shipping method once an order has been placed.
Shipping
How long will it take for my order to arrive?
Orders are prepared for shipping every business day from Monday to Friday from 8am. to 2pm. (Peruvian time). The delivery time will vary according to the destination. In order to check delivery times, click here. (Redirigir a Shipping).
How can I track the shipment of my order?
You can track your shipment by checking the tracking number you will find in your shipping confirmation email. Please note that during non-working days this information may remain unchanged.
Are there shipping costs?
We have free shipping for orders over $100 in Peru and in Spain. For orders inferior to this amount or for different destinations, shipping costs will be charged. To see our shipping costs, click here (redirigir a shipping times and prices)
Do you ship worldwide?
Exchanges & returns
How can I ask for a refund?
We accept returns within 14 days after the date of arrival of your order. These will be carried out by sending the product to our warehouse after previous coordination with our staff via animartesania@gmail.com. Once our staff checks that the item is in perfect condition, we will generate a refund on the same payment method used to make the purchase. The estimated time is 10 to 15 business days depending on the recipient bank.
The shipping costs for returns will be covered by the client.
If you make an international return and there are customs fees to be paid, this fee will be deducted from your refund.
Please remember that the items that are to be returned are under your responsibility until they reach our warehouse within office hours. Exchanges will only be accepted if the items are in perfect condition and as they were sent, with their original packaging and labels in good condition.
How can I exchange a product?
We accept exchanges in size or product for an amount equal to or superior to the item purchased (paying for the difference).
Exchanges can be made within 14 days after the date of arrival. These will be carried out by sending the product to our warehouse after previous coordination with our staff via animartesania@gmail.com. Once our staff checks that the item is in perfect condition, we will generate a new order with the new size or item and will send it to you as soon as possible.
Exchanges are accepted once and the shipping costs will be covered by the client.
Exchanges can be made with the ticket/invoice or gift certificate. Please note that exchanges will only be accepted if the items are in perfect condition and as they were sent, with their original packaging and labels in good condition.
Every exchange will originate a credit note that sustains the operation and that will be valid for one day. If the credit is not used during that day, the credit remains without effect.
Exchanges for orders purchased through our online website cannot be carried out at concept stores.
Payment
Which payment methods can I use?
animartesania.com accepts different forms of payment, depending on the country or region of the billing address, including:
Credit/debit cards: Visa, Mastercard, American Express, Maestro.
Alternative payment methods: Paypal, Bizum, Google Pay, Apple Pay, Klarna and Alipay.
When will I be charged for my purchase?
All purchases will be charged at the time the order is placed. To ensure the security of your data and privacy, we do not store your complete credit card information once the order has been placed.
How can I check my invoice?
Anima pieces
How can I know my size?
Our sizes vary according to the design, but in each product sheet, you will find a specific size guide with the dimensions of the product.
Can I make a personalized order?
Absolutely! In Anima we are happy to help you personalize one of our existing designs or create a unique piece specially made for you. We also encourage you to visit our personalized projects section so you can see some of the special pieces we have made for our clients.
To make a personalized order, please contact us at animartesania@gmail.com so we can help you with your personalized order.
Do you make stock repositions?
Yes, we usually make repositions of our most iconic designs and we will consider repositions asked by clients whenever possible.