Returns & Refunds Policy
We want you to love your Anna purchase, but we also understand that sometimes things change. Here’s everything you need to know about returning items, requesting a refund, or changing your mind.
Please note that some items cannot be returned. Scroll down to find out if this affects you.
60-Night Risk-Free Trial
We accept returns and offer refunds up to 60 days after delivery. For stress-free returns and refunds, just contact us before the 60 days are up, and we’ll begin the process.
Get in touch via:
Email: support@annaliving.co.uk
Important Information About Your Return
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A £75 collection fee applies if you choose to return an item under the 60-night trial.
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This fee will be deducted from your refund. For example, if your item costs £500, you will receive £425 once it’s returned in reasonable condition.
To Ensure a Smooth and Hassle-Free Return
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If the product we receive is damaged (e.g. a torn fabric, stains, or structural damage to the bed or mattress), or if it’s returned in an unreasonable condition after use, we reserve the right to deduct up to 75% of the total amount from your refund to cover the damages.
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If you’ve selected our assembly service, we can remove the packaging for you, but please note that if you later wish to return the item, you’ll need to source suitable packaging yourself. For this reason, we recommend keeping the original packaging if you plan to test the product before deciding.
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To arrange a return, we’ll also need you to send us a photo of the item fully packaged and ready for collection.
Damaged Items on Delivery
We take every step to ensure your item arrives in perfect condition.
Here’s what to do if something doesn’t look right:
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When receiving your order, we ask that you sign to confirm the item has arrived without visible damage.
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If you notice any damage after unpacking, please contact us within 48 hours of delivery via email, phone, or our support page.
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Any issues reported after 48 hours may not be eligible for a refund or exchange.
Change of Mind
If you’ve changed your mind about a product, we’re still happy to help, with some conditions:
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A £75 collection fee applies for any change-of-mind return.
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If you’re exchanging an item (e.g., for a different size or colour), the £75 fee also applies to the collection and delivery of the replacement item.
Items That Don’t Fit
Before placing your order, please ensure that your selected item can be delivered to your home. This includes checking:
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Doorways
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Staircases
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Hallways
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Tight corners
If our delivery team is unable to complete the delivery due to access restrictions, a £75 return fee will apply.
Custom & Made-to-Order Items
For items that are custom-made or built to specific requirements (e.g., non-standard bed or headboard sizes), returns are not accepted. These bespoke items are made especially for you and are non-refundable under all circumstances. The 60-night trial does not apply to these orders.
Assembly & Removal Services
If you’ve purchased additional services, please note the following:
Assembly Service
Standard delivery is to the doorstep or just inside your front door. For apartments or flats, this means delivery is to the ground floor lobby only — regardless of which floor you live on, unless you’ve selected our assembly service.
If you’ve selected the assembly service, our team will take your items to your room of choice, provided it is safely accessible.
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We can only carry items up to two floors via stairs.
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For deliveries to any floors above the second, a working lift must be available.
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If we arrive and there’s no lift access beyond the second floor and assembly was selected, a £75 delivery surcharge will apply due to access limitations.
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If the item cannot be delivered or assembled due to access issues, the assembly fee is non-refundable.
Removal Service
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If you’ve selected bed removal, your existing bed must be dismantled and ready for collection.
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We do not dismantle existing beds as part of this service.
Refunds: How & When
Once we’ve received the returned item and confirmed it’s in reasonable condition, we’ll process your refund as quickly as possible.
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Refunds are made using the same payment method used during the purchase.
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Please allow up to 5 working days for the refund to appear in your account after processing.
Collection Service
Can you collect the item(s) I want to return?
Yes, we offer collection for returns. If your order was delivered by our courier, we can arrange for it to be picked up from your address. A return fee of £75 will apply and will be deducted from your refund.
How long will it take to collect my order?
Collections typically take 5–10 working days. We’ll keep you updated throughout the process to ensure everything goes smoothly.
Cancellations
Can I cancel my order before a delivery date is arranged?
Yes, you can cancel your order anytime before a delivery date has been scheduled. Just contact us at support@annaliving.co.uk or by clicking the button below, and we’ll cancel your order and issue a full refund.
Can I cancel my order after a delivery date has been arranged?
Yes, you can still cancel your order after a delivery date has been set. However, a £75 cancellation fee will apply once the delivery date has been confirmed via SMS and/or email. To avoid this fee, please cancel your order before receiving your delivery date confirmation.
What happens if I miss my delivery?
If you’re not available at the time of delivery, a £75 redelivery fee will apply. We’ll then help you reschedule your delivery at a time that suits you.
Can I change my delivery date?
Yes, you can rearrange your delivery date if needed.
Once your delivery date has been confirmed via SMS and/or email, you have a 24-hour window to contact us and reschedule at no extra cost.
If you request a change after this 24-hour period, a £75 redelivery fee will apply.
Please ensure you contact us within 24 hours of receiving the delivery date to avoid a £75 fee.
Still have questions?
We’re here to help — feel free to reach out to our support team via email, phone, or the help section on our website.