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FAQs | ANORAK

We're here to answer any questions you may have.

Order

When I place an order
    • To place an order, add your item(s) to your shopping cart and proceed to the checkout page. Fill in your personal information and payment information and you are good to go!
    • When an order is placed successfully, we will send you a confirmation email
    • If you have not received a confirmation email, contact us an email and we will help you asap.
    When will I receive my order?
    • The delivery time depends on the different services you choose. Please kindly refer to our Shipping page for the details

       

      Can I change and cancel my order?
        • All orders with the embossment customization cannot be cancelled and/or edited after 1 hour upon the confirmation of the order
        • If your order does not have an embossment customization (NO EMBOSSMENT), you can change and cancel your order before your order is dispatched. However, once your order is dispatched, we are unable to change or cancel your order.

           

          What if I received the wrong order?
            • If there’s an occasion when we delivered you the wrong order, shoot us an email and we will help you asap.

             

            Embossment

            How is my embossment customized?

            • All personalization of embossments are done by hands with foils or indent.

            Is embossment free of charge?

            • Yes, any form of embossment by ANORAK is 100% free of charge.

            What font style can I use?

            • We use Quattrocento Roman or Futura for the alphabets.

              What font size can I use?

                • We offer different font size based on different types of embossment
                  • Initial Embossment: 10mm, 6mm or 0.5mm in height (see product pages for size comparison)
                  • Statement Embossment: 6mm in height

                How many letters can I emboss?

                • Number of letters varies with embossments
                  • Initial Embossment: Up to 8 letters generally. Some depends on the product.
                  • Statement Embossment: You can choose the various Statements available.
                  What embossment style can I choose?
                    • You can choose foil of gold/silver/red/blue/black colour for embossment. Indent embossment is also available.

                       

                      Return and exchange

                      Can I return my order?

                        • Yes, if your item(s) is not embossed.
                        • If you are unsatisfied with your unembossed product(s), feel free to send them back to us.
                        • Contact us and we will send you the details of return.
                        • You are subject to any shipping expenses when returning the product(s).

                          Return Policy

                            • If you have chosen for your product(s) to be embossed, unfortunately we are not able to take it back as a return.
                            • You can return the product(s) within 14 days of receiving the item(s). (If your item(s) is unembossed and unused).
                            • You are subject to any shipping expenses when returning the product(s).
                            • The product(s) must be unused in its original packaging and in the same condition when the product(s) was received.
                            • ANORAK is not responsible for any duties, taxes, and any items lost during the return shipping.
                            • When we’ve received your returned item(s), we will proceed to inspect the item(s) before approving and disproving the return.
                            • If your return is approved, we will immediately issue a refund for your order. Please allow 5-10 business days for the refund to complete.

                               

                              Can I exchange my order?

                                • Yes, if your item(s) is not embossed.
                                • Contact us and we will send you the details of the exchange process.
                                • You are subject to any shipping expenses for exchanging the item(s), including the expense of sending you the new item(s). 

                                Product Information

                                Is my product made of genuine leather?

                                • Yes, all products from ANORAK is made out of 100% genuine Saffiano leather and Italian vegetable-tanned leather from cow hides. All products are manufactured in China. Products are customized in our headquarter and warehouse in Hong Kong.

                                What is Saffiano leather?

                                • Saffiano leather is made by a stamping method.
                                • The stamping method will provide the leather a cross-hatch finish, a special diagonal pattern on the surface. The leather will also be finished with a thin wax treatment.
                                • Together, it provides in a unique type of leather that is highly durable with micro-scratch and splash resistance.

                                What is vegetable-tanned leather?

                                • Vegetable tanning is the process that convert animal hides into leather using organic chemical agents from plants called tannins.
                                • After animal skins are degreased and have their hair removed, they are soaked in vegetable tannins found in plants. This process alters the molecular structure of the animal hides by extracting the water molecules from the skins, making the hide less water-soluble, and thereby turning the hide into leather.
                                  • Although the process is complicated and time consuming, vegetable-tanning is the purest and most traditional procedure to process leather. Vegetable-tanned leather has great colour, grain, and smell. It is also very durable that it can last lifetimes.
                                  How should I preserve the quality of my product?
                                  • Avoid exposure to heat and water. Minimize friction to prevent major scratches on the leather and the embossment. However, please note that as you use the product, the leather would show mirco-scratches. It will become softer and the colour will change due to the nature of the leather.

                                      

                                    Shipping

                                    How much does it cost for shipping?
                                      • We offer free Standard Shipping for orders over USD $60 to most major destinations.
                                      • We also offer Tertiary and Priority Shipping Solutions.
                                      • Worldwide shipping for the rest of the world is subject to a shipping cost.
                                      • Please check out the Shipping Page more information. 
                                      Where does ANORAK ship from and with which couriers?
                                        • All of our orders are shipped from our warehouse in Hong Kong SAR.
                                        • Every shipment has a tracking number, and we deliver our orders through various couriers depending on the destinations.
                                        • For most Standard Shipping, we deliver with DHL Globalmail in-partner with your local Postal Service of your area (USPS, Canada Post, AUSPOST, Singpost, etc).
                                        • We also deliver with DHL Express, UPS and Skynet.
                                        Delivery Time
                                          • The delivery times are stated in the Shipping Page. Please refer to that page for the delivery time for your destination.
                                          • Delivery times starts after we've processed your order and sent you an email with a tracking number.
                                          • During peak season (sales and holidays) and the latest COVID-19 situation, please allow 2-3 business days for us to process your orders.
                                          • Please note that the delivery times stated in this website are provided by the couriers. Once we ship the product(s) out, we cannot control the actual delivery time. If you have any questions, contact the couriers with your tracking number.
                                          If the item is unclaimed
                                          • After we've shipped the item, if the item is returned to ANORAK because it is unclaimed by the customer(s), we can deliver such item again, but the customer(s) will be responsible for the shipping cost.
                                          • We can deliver such package again, but the customer(s) will be responsible for the shipping cost of the first time when we shipped the package, as well as the cost for re-shipping. The charge will be based on the shipping cost of your destination (based on the information on our Shipping Info page). If your order is eligible for free Standard Shipping, we will charge USD $10 per item for the shipping from your order.
                                          • If you don’t need us to re-ship it to you, the customer will be responsible for the shipping cost when we first shipped your package (based on the information on our Shipping Info page). We will deduct the shipping cost from your order. If your order is eligible for free Standard Shipping, we will deduct USD $10 per item for the shipping from your order. If you paid extra for Express Shipping, we will also deduct that shipping cost from your order.

                                          What if the package is undelivered because of incomplete address information?

                                          • It is important that you have the full, complete address on your shipping information (ex. The unit/apt number, building number, block number, etc)
                                          • In case of an incomplete address information, the courier is not able to deliver your package and will return the package to us.
                                          • We can deliver such package again, but the customer(s) will be responsible for the shipping cost of the first time when we shipped the package, as well as the cost for re-shipping. The charge will be based on the shipping cost of your destination (based on the information on our Shipping Info page). If your order is eligible for free Standard Shipping, we will charge USD $10 per item for the shipping from your order.
                                          • If you don’t need us to re-ship it to you, the customer will be responsible for the shipping cost when we first shipped your package (based on the information on our Shipping Info page). We will deduct the shipping cost from your order. If your order is eligible for free Standard Shipping, we will deduct USD $10 per item for the shipping from your order. If you paid extra for Express Shipping, we will also deduct that shipping cost from your order.
                                            Duties and taxes
                                            • Your order may be subject duty taxes and other fees based on your location.
                                            • ANORAK is not responsible for any taxes and duties.

                                             

                                            Payment

                                            How can I pay?

                                              • We accept MasterCard, Visa, American Express, and Paypal.
                                              • We also support Apple Pay, SHOP Pay and Google Pay.

                                              Who is handling my payment?

                                                • We process all transactions through Stripe or Paypal.

                                                  What currency am I paying?

                                                    • You can switch and pay in your desired currency at the top of the website.
                                                    • The prices exclude any shipping expenses, duties, and taxes.
                                                    • Please note that we are not responsible for any currency discrepancies and conversion rates of your credit card.

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