Tracking your order
The items are delivered by our partner carriers to the delivery address provided during your order, in tracked delivery. Each order is assigned a tracking number. By logging into your account on the site www.anwa-origin.com, you will have a link allowing you to follow the delivery status of your package.
Delivery delay
Your order will be processed within 1 to 3 working days by our team.
Delivery then takes place between 2 and 7 estimated days (for the estimated times per country, refer to the options available when ordering) from the dispatch of the order, materialized by the dispatch notice of your order which will be emailed to you.
Shipping destinations and delivery costs
Free delivery :
- Metropolitan France
- Spain
- The Netherlands
- Belgium
- Italy
- Luxembourg
- Monaco
All delivery costs, customs and taxes are borne by ANWA ORIGIN.
Delivery to the rest of the world
The cost of delivery varies depending on the country you are ordering from. When your favorite rug is added to the basket, you can then enter your address and the cost of delivery will be calculated. If your country is not on our international delivery list, please contact us at contact@anwa-origin.com so that we can establish a quote together and schedule your delivery.
All our packages are sent from our warehouse in France, no additional charges (customs) will be applied for orders placed from a country of the European Union.
Customs fees and certain taxes may be applied for orders placed from a country outside the European Union.
We are not responsible for any customs and import taxes that may be applicable or any delays due to customs.
If a shipping cost promotion is available, the new shipping cost amount will be calculated at checkout.
Return and refund
Here at ANWA, we want to provide you with the best customer service possible. It is important for us to know that you are completely satisfied with your purchase and your experience with us.
Cancellation of my online order
If you change your mind about your purchase before the product is shipped to you, you can cancel at any time.
You will need to log into our website and check your dashboard to see the status of your order. If your order is “pending” or “processing” and not at the “sent” stage, please contact us and we will cancel your order and give you a full refund.
If your order has already been sent, we will not be able to cancel it.
Return policy
We are confident that you will be happy with your purchase, but in the event that you have changed your mind, you may return your products up to fourteen (14) days after the delivery date. Before returning a product, please contact us first by email at contact@anwa-origin.com to submit your refund request. If you do not return the product within this period, unfortunately we will not be able to accept a return.
Return eligibility
To be eligible for a return and for us to accept it, the condition of the mat must be unaltered and the mat must not have been used. We ask that you pack the mats to be returned the same way you received them, and ensure that the products will be returned without damage. It is recommended to insure the package, the risks of return remain the responsibility of the customer (damage, loss). It is important that the package is shipped with a delivery method that allows tracking in order to communicate it to us and that we can take this return into account.
ANWA reserves the right to refuse any return in the following cases:
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If a product is returned and it is not in its original condition, damaged, or parts are missing for unknown reasons. In this case, the customer will not be refunded for the product and will be responsible for the shipping costs if they want the product returned to them.
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If we receive returned products without the appropriate return slip, the products will be returned at the customer’s expense.
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Any product that is returned more than fourteen (14) days after the recorded delivery date. The deadline for receipt at our premises is 14 days from the date of delivery.
Return process
After making sure you are eligible for a return, please contact us by email at contact@anwa-origin.com or complete our online contact form within 14 days of receiving your products so that we can help make the return.
You will need to repackage the product to be returned in the same manner as when you received it, and ensure the safety of the products to return them without damage.
Once the return is complete, we will check the products and make sure everything meets our return eligibility requirements.
The customer is responsible for the return shipping costs involved as well as the packaging costs. Return shipping should be arranged at the customer’s expense and convenience.
As part of our 14 day return policy, we will issue a full refund for your purchase (less return shipping costs).
Refund process
Once we have received and verified your return, we will send you an email to let you know that we have received your package. We will also notify you of the approval or rejection of your refund.
In the event that your return is approved by our team, your refund will be processed. The same card or bank account that you used for the purchase will be credited. You will receive a confirmation email when the refund has been made. Please note that refunds can take up to 10 business days to be credited to your account.
Amount of reimbursement
All delivery charges are non-refundable. Your refund will be calculated as follows:
Amount refunded = Final price paid by the customer – Return costs.
Purchase of custom-made rugs
The purchase of made-to-measure rugs is a personalized purchase by you, the withdrawal period of fourteen (14) days will not apply in this case.
Important note:
A Berber rug presents imperfections and asymmetries because it is created by hand, without a meter, without prior measurement, respecting traditions. This is what gives it all its charm. It is a unique piece full of character. Its imperfections make it possible to recognize an authentic Berber carpet, an invaluable value over time.
