How long does shipping take? Orders are processed within 1-3 business days. Delivery typically takes 5-12 business days. All orders include free shipping.
How do I track my order? here: Order Tracker. You will receive a tracking number by email once your order ships. Tracking numbers may take 3-5 days to show movement after being generated — this is completely normal.
Why does my tracking look unusual or show international locations? Some of our courier partners route through international sorting hubs — this is normal for our delivery network and does not affect your delivery time.
Do you ship internationally? We currently ship within the Germany and Austria. We hope to expand to other markets in the future.
Is the material genuine? Yes. All Anna Atelier sweaters are made from high-quality, authentic fibers. Over time, each sweater develops its own natural texture and character — a sign of premium craftsmanship, not a defect.
How do I care for my sweater? Keep it away from prolonged direct sunlight and excessive moisture. Wash gently according to the care label instructions, preferably on a delicate cycle or by hand. Use mild detergent and avoid harsh chemical cleaners or bleach. Lay flat to dry to help maintain its shape. With proper care, your sweater will stay soft and beautiful over time.
Can I return my order? All Anna Atelier products are sold at final clearance prices. All sales are final — we do not accept returns, exchanges, or offer refunds on sale items. If you have any issues with your order, please contact us and we'll find a solution.
Can I cancel my order? You have 30 minutes after placing your order to cancel. After that, your order has entered our fulfillment process and can no longer be cancelled. To cancel, email anna@anna-atelier.com within the first 30 minutes.
What if my sweater arrives damaged? Contact us at anna@anna-atelier.com with a photo of the damage. We will send you a replacement at no cost. You do not need to return the damaged item.
What if I received the wrong item? Please contact us at anna@anna-atelier.com. We will send the correct item right away or offer a refund — your choice. You do not need to return the wrong item.
My package says delivered but I didn't receive it. Please check around your door, side entrances, or with neighbors — packages sometimes end up in unexpected spots. If you still can't find it after a day or two, contact us and we'll help.
Can I change my shipping address after ordering? If your order hasn't shipped yet, we can update the address — just email us. If it's already on its way, we're unable to change the delivery address at that point.
Do you offer exchanges? We don't offer direct exchanges. Contact us at anna@anna-atelier.com and we'll help you find the best solution.
What colors are available? Our sweaters are available in multiple colors and designs including Black, Brown, Blue, White, Green, Red, Grey, Bordeaux, and more. Check the product page for available options.
How do I contact you? Email: anna@anna-atelier.com Customer Service Hours: Monday to Saturday: 09:00 am – 05:00 pm Estimated response time: 30 minutes – 24 hours
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