We deliver our products worldwide through the Icelandic Postal Service. We will do our best to deliver goods promptly. However, we cannot accept liability for delays in delivery for any reason. Delivery depends on the country, usually it takes 3-10 days within Europe and North America, but it takes longer for countries further away, commonly 2-4 weeks. We are unable to deliver to P.O. Boxes.
We offer a flat rate of €13 for shipping to the following countries for orders up to €150 and free shipping for orders above €150 (no promotion code needed). These rates apply to the following countries only:
- The Netherlands
- United Kingdom
- United States of America
Due to COVID-19 we can not offer shipping worldwide. We offer a flat rate of €35 to the following countries, but there is currently no free shipping offers to these countries:
- Czech Republic
- Faroe Islands
We usually process all orders on the same day as they are received and dispatch them within 1-2 business days (Monday – Friday). Anytime longer than that is unusual and we will be sure to let you know about the delay by email. Once your order has been shipped you will receive an email from us with your tracking number. You are responsible for tracking your package with our shipping carrier once it has been despatched.
We are not responsible for lost packages once they have left Iceland and we are not responsible for lost or stolen packages once they have been marked “delivered” by the carrier. We are not responsible for any direct or indirect loss or damage incurred by a customer due to delays or lack of delivery of goods regardless of the method of delivery. Any damage during shipment is covered by a warranty provided by the courier service. Anna Rósa Skincare is not be liable for any loss, damage or penalty as a result of any delay in or failure to manufacture, deliver or otherwise perform hereunder due to any cause beyond our reasonable control, including, without limitation, unsuccessful reactions, act of the Buyer, embargo or other governmental act, regulation or request affecting the conduct of our business, fire, explosion, accident, theft, vandalism, riot, acts of war, strikes or other labour difficulties, lightning, flood, windstorm or other acts of God, delay in transportation, or inability to obtain necessary labour, fuel, materials, supplies or power at current prices.
We are not able to change addresses or make corrections once an order has been placed. We are not responsible for lost orders if the delivery address provided by you at the checkout is incorrect or incomplete. In case of an incorrect/incomplete address your order may be returned to us with an added charge from our courier. In case of a returned order, you must pay all delivery costs plus added return charges from the courier to redeliver your order to the correct address.
VAT, Customs Fees & Taxes
We are not responsible for any VAT, customs fees, admin fees or taxes each country, state, province or municipality may require. VAT, taxes and other import charges are charged by each country and for this reason Anna Rosa Skincare cannot include VAT, taxes and other import charges in the invoice that apply to individual countries. We will not pay for any additional duties or customs charged by the destination country, that is the responsibility of the Buyer. The customs charge is not reflected on our site at the time of checkout. We are not responsible for any delays incurred due to your country’s customs clearance procedures.
Our Customer Service is available to assist you should a problem arise with your order. Please contact us at: firstname.lastname@example.org.
We will offer you a refund on unopened products returned to us within 30 days of an order arriving, provided they are in their original re-saleable condition. We can only refund non-used products with an unbroken seal. Simply return the product/s to us in their original condition within 30 days of receipt following the steps below. We will issue a refund (excluding delivery fees and/or custom fees/taxes) within 14 working days of receiving your returned products. We only offer refunds for purchase made through our online store: annarosaskincare.com. Please note that we cannot process a return for products purchased through a retail partner in Iceland. To return any items to Anna Rósa Skincare, please follow these steps:
- Request a Return Merchandise Authorisation (RMA): Contact us at email@example.com or via our live chat to obtain your RMA. When requesting an RMA please provide your order reference number and which item you with to return. Returns can not be processed without an RMA.
- Return items. Send the products you wish to return to Anna Rósa Skincare. Wrap the products securely in the same or similar packaging in which you received them. The product is your responsibility until we receive it. We recommend you return your package by recorded delivery or use a delivery service that insures you for the value of the products since Anna Rósa Skincare is not liable for lost returned parcels. We are not liable for the cost of returning any goods nor are we liable for any international custom fees/taxes. The address for returns is: Anna Rósa grasalaeknir ehf, Langholtsvegur 109, 104 Reykjavik, Iceland.
- Inspection & refund. All returned products will be examined upon receipt. For reasons of hygiene we are unable to offer refunds or replacements on any opened or used goods unless they are faulty. Your refund will be made by the original payment method, not later than 14 days after we have received the products and we will notify you by email once the refund has been processed.
Damaged, Defected, Wrong or Missing products
Please inspect your entire order upon delivery. If a product arrives damaged or you have received the wrong product, please contact us at firstname.lastname@example.org or via our live chat with you order number and photograph to show us the wrong or damaged product. We will then advise you on how to proceed. If an item is missing from your order, please inspect the parcel for any damage or signs that it has been tampered with and provide us with a photograph and order number and we will advise you on how to proceed. Damaged, defected, missing or wrong items not reported within 10 working days of your order arriving will not be accepted for return.