Here you can find the most frequently asked questions. If you can’t find what you are looking for or need personal assistance, please contact us at email@example.com.
2.1. Our products
Do Anna Bonnys substitute my prosthesis or mastectomy bra?
No, Anna Bonnys are complementary to breast prosthesis and mastectomy bras. They simply help you feel more comfortable and pretty when you enjoy or need to be naked.
Can I buy Anna Bonnys at any retailer/shop in my city?
For the time being Anna Bonnys are only sold via our website.
I cannot find the style, color or size I’m looking for.
The colours and sizes available in the online shop reflect what we normally have in stock. Please get in touch if you have questions about specific products or would like to make a suggestion.
How do I find the right size?
You can find all size charts and instructions how to choose the right size here. If you need assistance, don’t hesitate to contact us!
Where do I find care instructions?
You find care instructions for each Anna Bonny on its label.
Where are your clothes produced?
We produce Anna Bonnys in Barcelona (Spain) with a small team of seamstresses who careful craft each piece by hand. By producing locally we intend to engage and work with our community whilst also limiting the carbon footprint of our products.
2.2. Delivery & Shipping
Do you ship to my country?
Yes, we ship world-wide! We work with Correos Express which uses FedEx for all international shipment.
How can I find out the cost of delivery?
The shipping charge will be added to your order and clearly visible on your receipt. The shipping is based on the weight of the package and the destination country. The shipping cost is also visible in your cart in the top right corner.
When do I receive my order?
We normally dispatch orders in 2-4 days on working days. Orders are not shipped on the weekends or holidays. You can also track your package via Correo Express our shipping partner. International orders are delivered by FedEx.
Can I send an order to an alternative address?
Yes, you are able to fill out any delivery address in the checkout process choosing “Ship to different address”. If you pay through PayPal, make sure to double check the address stated in your account.
Do I have to pay international taxes and duties?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. Anna Bonny cannot control and is not responsible for any duties/taxes applied to your package upon delivery. You will be responsible for paying any applicable additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information.
Can you send my delivery quoted in custom purposes as a gift?
Sorry we can’t. We have to state that all price facts are declared correctly on our parcels.
Can I track my order?
Yes, you receive a Correos Express tracking number with your shipping confirmation that is sent to your email. All you need to do is enter the number on www.correosexpress.com in the field labeled ‘nr de envio’. Please note that although Correos Express is our logistic partner all international orders are delivered by FedEx.
My tracking number does not work.
It can take a day for the Correos Express tracking number to be activated, but please contact us if you have any questions.
My order is missing.
Contact us at firstname.lastname@example.org and we will sort it out for you.
Some pieces are missing from my order.
If pieces are missing from your order please contact us email@example.com as soon as possible.
What are the accepted payment methods?
We accept online card payment with MasterCard, VISA or via PayPal.
What currencies can I pay with?
The currency used is Euro (EUR) and US Dollar (USD) if you are based on the American continent. The currency is chosen automatically depending on your shipping country. VAT is automatically added to all our prices if you ship to a EU country. If not no VAT applies.
Can you change the value of my order for customs?
No. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.
Who pays for customs & import charges?
All customs or import duties are charged once a parcel reaches the destination country. These charges must be paid by the recipient of the parcel. Anna Bonny has no control over these costs, and also cannot give you any detailed information on what the costs will be, as custom policies and import duties vary very widely from country to country. Please be aware that your parcel can be delayed by customs and for this reason charges can be applied.
When will I be charged for my order?
If you pay by credit card the total amount will be reserved on your account immediately when the order is placed. The money is then charged when your order is shipped. You will receive a confirmation containing a receipt of the purchase.
I was charged twice for my order.
If you just placed your order, what you are seeing on your bank account is an authorisation. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorisation will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card. Please only click the “Confirm” button once to avoid multiple authorisations.
What can I do if I have any problem regarding payment?
Contact us on firstname.lastname@example.org.
Is it safe to buy products on Anna Bonny’s web shop?
Yes. Payment can easily and safely be made by credit card. We apply no credit card fees and accept Visa, MasterCard and Paypal. Safe payment is guaranteed through our partner Banco Sabadell, one of Europe’s leading banks. We will only take payment from your credit or debit card after your order has been dispatched.
What is your returns policy?
If you are not fully satisfied with your Anna Bonny you always have the possibility to return your item within 14 days after receiving it. You will receive a full refund for the item, excluding the return shipping cost for the item. We’ll give you a full refund within 14 days by the same method you used to pay, and all we ask is that items are returned clean, unworn and have all of their tags on so that we can sell them again. We will confirm your returns by email.
How long does it take to process returns?
We try to process any returns within 3 working days of receiving them.
How do I know that you have received my return?
We handle your return as fast as possible. We will send you an email once your return has been processed and if we need any additional information from you. You are always welcome to email us or give us a call to check on the status of your return.
I received the wrong items.
Oops, if you have received the wrong items, please contact us via email@example.com and specify which products you ordered and which you received. You will receive the correct items without additional costs for return and/or shipping.
Do I need an account to place an order?
No, you do not need to register to place an order, but you need to provide a valid email address and contact details in the checkout process.
Can I change my order?
We start working on your order as soon as it is placed, so there is a very limited time-frame in which you can amend or cancel it. So, if you would like to make any changes, please contact us as soon as possible by phone +34 934144342 or email firstname.lastname@example.org. If your order has already been dispatched before you could cancel or change it, please return it to us for a refund when you receive it and place a new order.
Can I add items to my order?
Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us. We’ll be happy to waive shipping on this additional order if it was placed within 24 hours of the original order.
Did my order go through?
An order confirmation is sent to your email immediately after the order is placed. Check your inbox and junk mail. If it is missing, chances are that your order did not go through correctly. Please get in touch and we’ll sort it out!
I did not receive an order confirmation.
As soon as your order is placed, an order confirmation goes to the email address you entered in the checkout. If it is missing, double check your spam folder and add email@example.com to your contact book for future purchases. If it’s still missing, chances are there was something wrong with the order. Please get in touch and we’ll sort it out for you.
How do I use a voucher code?
If you’ve received a voucher code for the online shop or using a promo campaign, you need to fill out the ‘voucher code’ field in the checkout process of your purchase. Simply type the code in the field in the checkout, and the total amount in your order will recalculate. It will be clearly stated what amount the voucher is before you continue to the payment step.
I want to send an order as a gift, what do I do?
When you complete your order in the checkout process, there is an option to send the order as a gift. Just fill in the person’s details and make sure to write a message (no more then 360 characters), we will take care of the rest for you! We will send the receipt to your email and remove all price tags.
Do you offer free shipping?
We may offer free shipping on online orders. This will be clearly stated before the payment process.
Can I pre-order in the online shop?
No, we do not offer pre-orders.
6. How to shop online
Submitting your order
Before proceeding to payment, you can review your order (including your total price inclusive of VAT and shipping charges) and make changes if needed. You are bound by your order from the moment you accept the online offer of Pink Parrot SL and the conditions thereby stipulated have been fulfilled (once the order has been submitted and payment confirmed on the website). Please note that the order will not be valid if Pink Parrot SL cannot confirm the billing and shipping addresses that you provide. We also reserve the right to only accept orders from those aged over 18 years old.
We only sell items that we offer online at annabonny.com. Please note that all prices and product information on www.annabonny.com are subject to change.
The online store is available only to customers who have been issued a valid credit card by a card provider that is acceptable to Pink Parrot SL. You will be required to provide payment details that you represent and warrant are both valid and correct and you confirm that you are the person referred to in the billing information provided. The total order sum will be checked and reserved against your credit card until the time of delivering the order from our warehouse. Pink Parrot SL reserves the right to restrict multiple quantities of an item, or of orders, being shipped to any one customer or postal address.
You will receive an immediate online confirmation on your screen at the end of the checkout, as well as an email confirmation of your order from Anna Bonny.
Changes to your placed order
Once your order has been placed and you have received an order confirmation email, you may not make any changes to your order. If you wish to make changes to your placed order, or if there is any mistake made in registering customer contact or address details when placing the order, it is your responsibility to contact Anna Bonny immediately.
We accept payment by VISA / MasterCard or PayPal. When paying by credit or debit card, Pink Parrot SL reserves the right to check the validity of the card, that there is enough balance to cover the purchase sum, and the address details of the purchaser are correct. Pink Parrot SL reserves the right to deny the purchase. The full payment is charged when the package is dispatched. Credit card payment is made with our partner Banco Sabadell. All transactions are encrypted and secure.
Pink Parrot SL cannot be held responsible for any currency changes or currency exchange rates any bank may have when exchanging the currencies we offer.
6.2. Pricing policy and charges
All prices displayed in the Anna Bonny online store include country specific Value Added Tax (VAT) and exclude shipping fees. The shipping fees will be added to the order in the checkout step and is based on the weight of the package and its destination.
6.3. Prices and currencies
Anna Bonny offers the following currencies: EUR and USD. The currency is based on the shipping country that you choose in the checkout process and will be clearly stated before the final payment. All prices are including Spanish VAT (21%). For orders outside of the EU, the VAT will be deducted in the checkout process. Anna Bonny will only charge you for the costs stated in the checkout process, clearly stated before the final payment step. Anna Bonny cannot be held responsible for any currency changes or currency exchange rates any bank may have when exchanging the currencies we offer to other currencies.
Import duties and customs’ fees
International shipping may be subject to import duties. We are unable to specify the exact amount of duties and taxes you might have to pay for your package as these charges are decided by your local Customs.
7. Delivery & Shipping
The shipping country is chosen at checkout. All prices, currencies, VAT, delivery times and delivery charges will be adjusted depending on the country you would like your items shipped to. Anna Bonny will dispatch the approved orders as quickly as possible and in the order that they have been received.
We dispatch all orders within 2-4 days (Monday – Friday) with the exception of end of year periods where this may take longer. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Pink Parrot SL is not responsible for any delays caused by destination customs clearance processes. If a delivery suffers a delay or if the delivery cannot be dispatched, the consumer will be informed about this as quickly as possible or at the latest 30 days after the order was placed. In this case, the consumer will be given the option and has a right to terminate the agreement, free of charge. Pink Parrot SL will refund the consumer with the sum paid as quickly as possible, though at the latest within 30 days after termination.
Shipping destinations and shipping fees
Shipping fees specified in € (Euro) and US Dollar (USD) will be displayed in checkout before the final payment step.
Pink Parrot SL will not pay shipping for uncollected packages.
7.1. Shipping cost
The shipping cost will be calculated and displayed when you check out you items. The shipping cost can alter depending on which country you want your order to be delivered to. When you check out of the web shop your credit card will be charged with the amount of the purchased items and the shipping cost. You will then immediately receive an electronic order confirmation to your email address and once we receive the receipt of your payment the order will be processed.
7.2. Order confirmation
You will receive an order confirmation by e-mail shortly after placing your order. Any irregularities on delivery time will be included in this email.
7.3. Shipping confirmation
Your order will be dispatched within 2-4 days from the time you place your order (on working days). Any irregularities on delivery time will be included in this email. As soon as your order is dispatched, you will receive a shipping confirmation by e-mail containing all necessary information, including a tracking number for your order.
7.4. Delivery time
All orders are dispatched within 2-4 days on working days. Orders are not shipped on the weekends or holidays. On bank holidays we will inform about any irregularities regarding delivery time. Spanish orders will be delivered within 1-2 day from the day you received the shipping confirmation. International orders will be delivered within 2-8 days from day you received the shipping confirmation.
7.5. Collecting your order
International orders will be shipped with FedEx. With the help of your tracking number you can track your package at the Correos Express website. The package will be delivered to the address you have stated as your delivery address. When your shipment reaches its destination, your local FedEx courier will deliver it to the specified address. FedEx requires a signature, which means that you will need to be present on the address during their operating hours. Contact your local FedEx service if you would like to make special arrangements. Please note that we cannot deliver to P.O. boxes.
Depending on the volume of the shipment, it can either be delivered to your mailbox or to your local Post Office for pick-up.
Additional costs for international taxes and duties
Shipping rates are not inclusive import fees that could be charged when the package reaches your destination country. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The amount for the duties and taxes vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Please note that in rare occasions custom agents may delay delivery of some packages.
Anna Bonny cannot control this and is not responsible for any duties/taxes applied to your package.
7.6. Uncollected packages
Any additional shipping costs for uncollected packages will not be paid by Anna Bonny but invoiced to the customer.
Anna Bonny pursuant to current Spanish law on Personal Data Protection, hereby informs users of its web shop with regards to the Data Protection Policy it will apply in the treatment of personal data which the user voluntarily provides upon access to the website www.annabonny.com.
In providing personal information to Anna Bonny you expressly consent Anna Bonny to treat this data in the terms of this Privacy and Data Protection Policy clause.
The personal information you forward to Anna Bonny will only be used in order to fulfil the undertakings Anna Bonny have and to assure you the best service. Anna Bonny will not let a third party see or use your personal details without your prior consent. You have the right to see your personal details upon request. Anna Bonny assumes responsibility for all personal information that you make available to us and does not pass on any information to a third party under any circumstances.
Anna Bonny hereby declares its commitment to comply with current law at all times with respect to data protection, specifically with Organic Law 15/1999 of 13 December, on Personal Data Protection; Royal Decree 1720/2007 of 21 December, which approves the regulations developing Organic Law 15/1999; and remaining applicable law.
Pursuant to Article 5 of Law 15/1999 of 13 December, on Personal Data Protection, users are informed that the personal information that may be provided to the website will be the object of automated treatment and will go on to be entered into the files owned by Anna Bonny, with the party responsible for the file being Pink Parrot, S.L., duly registered in the General Registry of the Spanish Data Protection Agency, for the purposes of managing clients and users registered on the website, providing users with any information they request, and administering the sending of commercial and promotional information of interest to its users.
Exercise of Rights
The user may exercise his/her rights of access, correction, cancellation and opposition pursuant to that established in Organic Law 15/1999 of 13 December on Personal Data Protection, bearing in mind that the exercise of these rights is of a highly personal nature, for which it will be necessary for the interested party to accredit his/her identity. The exercise of these rights must be done in writing and signed by the owner of the information, indicating his/her address and attaching a copy of his/her National Identification Document or other certifying document, and sending an email to firstname.lastname@example.org.
Producing materials and products, particularly textiles, unfortunately always has an impact on the environment – the challenge is to strike a balance between comfort, aesthetics and sustainability. We are very aware of this and carefully select all our providers (particularly valuing certifications such as Mokuba’s Oeko-Tex® 100). However we still have a long way to go so if you do know how we could improve on our footprint please let us know.
Anna Bonny uses pure British silk and the finest cashmere from Italian Loro Piana. Our cotton is locally sourced from Gratacos, a leading Spanish fabric supplier. Our straps are made by Mokuba which is Oeko-Tex® 100 certified. The Oeko-Tex® 100 Standard certifies that raw materials and product are tested and do not to contain any chemicals harmful for human health and/or the environment.
Whilst it takes great effort to make Anna Bonnys meet our quality standard, making a basic patch is simple and requires few resources. We do hope the do-it-yourself download will inspire you to stitch your own patch. Or make one for somebody you love :).
We are lucky to have been able to create Anna Bonny and are committed to give back to society. We do take this process very seriously and have as of yet (Jan. 2017) not decided which charity or cause to support. If you do have any ideas on this please get in touch.
Anna Bonny is a brand from Barcelona. We are part of the local community and proud to call this beautiful city our home. We craft our pieces with the help of local seamstresses who earn a decent living.
8. Right of return
You have the right to cancel your purchases without giving any reason within a period of 14 calendar days after the day of delivery of the goods. The goods have to be undamaged and unused, with any Anna Bonny labels or tags intact. Returns that are damaged or soiled, washed, altered or worn (other than to try the item on) may not be accepted and may be sent back to the customer and/or a refund refused. All items returned should include the completed returns note with an order reference number and your contact details. Unidentified returns may not be eligible for a refund.
Goods are faulty if they are received damaged or where a manufacturing fault occurs within 2 weeks of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty. For faulty items Anna Bonny will make a full refund to you, including for return shipping, as soon as possible. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund including for shipping and return. If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability.
Underwear and Swimwear
For hygienic reasons underwear and swimwear can only be returned if unworn and the protecting packaging is unbroken (faulty goods can of course be returned).
8.1. Returns & Exchanges
If you are not fully satisfied with your product you always have the possibility to return your item within 14 days after you have received the item(s). You will receive a full refund for the item, excluding the return cost for the item. The product that you return must be in perfect condition, and not worn, used or washed. Returns will only be accepted if the products are returned with the original labels still attached to each product. Also, it helps if the original receipt that comes with the shipment is enclosed together with the returned products so that we have all information.
8.2. How to return
- Download the Return Form. Print it and fill it out to send with your package. Let us know who you are, what you are sending back, what’s wrong and if you need a refund or exchange and we will get on to it asap.
- Place your garment in the original Anna Bonny case and protect the case with a bubble wrap envelop.
- Please ship the item(s) to us. We’re not responsible for returns in transit so please use a recorded service to make sure they arrive safely. Returns/Exchanges should be sent to the following address: Pink Parrot SL, Enrique Granados 153, 08008 Barcelona SPAIN.
- We will take care of everything when your goods arrive back and we’ll let you know if there’s anything we need to talk to you about. Please remember that all costs for returns is yours. Unfortunately we cannot track your returned order, but if you have any queries, we are happy to help you. In case of faulty product or error in shipment Anna Bonny will bare shipment charges.
- If your order was paid with a credit card, the money will be transferred to the card used at the purchase. If you used PayPal, the money will be returned to your PayPal account. These transactions can take up to 3-8 bank days.
- When we’ve accepted your return and transferred the money, you’ll hear from us.
8.3. Costs for return
Anna Bonny is not responsible for shipping costs that may incur regarding the return of a product. Refunds for returned products will be made as soon as possible, 30 business days at the latest, after Anna Bonny receives the returned products. The refund will be made to the credit/debit card you used for the order in question. Please note that additional duties, taxes or any other charges that may incur will not be refunded by Anna Bonny.
If you receive a damaged or defect item which you want to claim please contact us on email@example.com and we will sort it out for you. For accepted claims, Anna Bonny is responsible for all additional costs.
8.5. Ownership of rights
All rights, including copyrights at annabonny.com remain with Pink Parrot SL and its subsidiaries. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without our permission.
8.6. Applicable Law
These Terms and Conditions and all disputes arising in connection with these Terms and Conditions or with the use of the website or with any purchase on the website shall be governed by Spanish law. Pink Parrot SL may modify or amend these Terms and Conditions at any moment. You are therefore asked to accept only the Terms and Conditions applicable at the time of purchase with each of your orders.
Thank you for reading this!