Anna Lunna Policies

Warranty
At Anna Lunna we strive for excellence, and all our boots are guaranteed against material and manufacturing defects or faults. If upon delivery, you find your boots to be damaged, or faulty, please contact us immediately. You have up to 60 days from the date of delivery to return your boots to us. Once you have contacted Customer Care (customercare@annalunna.com), you will receive a form through the email, to complete and return with your boots.
The boots will be subjected to an examination by Anna Lunna's Quality Control team, and if determined that there is damage or defect of manufacturing, you will receive a replacement free of charge.

Shipping Damage
If upon delivery, you find your boots to be damaged, contact our Customer Care Department within 7 days of delivery at 1-877-ANNALUNNA (1-877-426-6258). Please, have the order number, item number, and tracking number from your original confirmation email. We will also ask you for your address and phone number. We advise you to carefully inspect your boots upon arrival, and do not discard the original package and box.

Orders
We reserve our right not to accept your order in the event, for example, that we are unable to obtain authorization for payment, that any of the raw materials used to build Anna Lunnas are out of stock or does not satisfy our quality control standards or is withdrawn. Furthermore, we may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of withdrawing any merchandise from the Site.

Payments
Payment can be made by Visa, Master Card, American Express, Discover and debit cards. Payment will be debited and cleared from your account upon receipt of your order by Anna Lunna. You confirm that the credit/debit card that is being used is yours. All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to Anna Lunna, we will not be liable for any delay or non-delivery. Customers are responsible for all international customs duties when applicable. Anna Lunna will charge taxes when and if applicable.
We take all reasonable care to make our Site as secure as we can make it. All credit card transactions on this Site are processed using SecurePay a secure online payment gateway that encrypts your card details in a secure host environment. Anna Lunna does not hold your credit card details on the website or our customer database.

Insurance
Anna Lunna insures each purchase during the time it is in transit until it is delivered to you. You will be asked to sign for any goods delivered, at which point responsibility for your purchased goods passes to you, unless there are shipping damages or manufacturing damages.

Refunds
Refunds to you will be processed within 30 days of the date of cancellation notice.

Use of Anna Lunna's Website
Use of this Site, which is owned by Anna Lunna LLC, is subject to the following terms and conditions.

Copyright and all other intellectual property rights in both the content of this Site and the Site itself is owned by or licensed to Anna Lunna LLC. Except as expressly set out below, all rights are reserved.

Content included in the Site may be accessed by you for your own internal non commercial use only. You may not copy, perform, publish, modify, transfer, create derivative works from, commercially exploit or otherwise use in whole or part any content, software, products or services obtained from this Site.

You may not delete or alter in any way any copyright, trade mark, intellectual property or other legal notices from any part of this Site.

You will keep any password assigned to you which permits access to this Site or any part of this Site strictly confidential and not divulge it to any other person.

Unauthorized use of this Site, including, but not limited to, unauthorized entry into it, misuse of passwords or misuse of any other information, is strictly prohibited.

You may not use this Site in any manner that could damage, disable, overburden, or impair this Site or interfere with any other party's access to and/or use of this Site.

You may not attempt to gain unauthorized access to this Site, computer systems or networks connected to this Site, through hacking, password mining or any other means. You must not use these facilities to commit or encourage a criminal offence, to insert, transmit or distribute viruses or corrupt data or to send any unsolicited advertisement or other promotional material (that is, "spam").

You agree that you will not engage in any activities related to this Site that are contrary to applicable laws or regulations. You may not use this Site for any purpose that is unlawful or prohibited by these terms and conditions.

Unless authorized in writing by Anna Lunna, Anna Lunna expressly prohibits linking of any part of this Site to or from any other Sites (including so-called "deep-linking").

You are prohibited from using any marks for any purpose including, but not limited to use as metatags on other pages or Sites on the World Wide Web.

Anna Lunna may terminate your access and use of any part of this Site at any time without notice if you are in breach of any of the terms of these terms and conditions.

The content included in this Site is provided on an "as is" basis. Anna Lunna does not give any other warranty, express or implied, or make any representation including without limitation that the content included in this Site is complete or accurate or up to date. Anna Lunna reserves the right in its sole discretion and without any obligation or notice requirement to change, alter or edit content included in this Site.

Anna Lunna will not be liable for any damages (including without limitation for loss of profits, loss of business or of anticipated savings, loss of goodwill, loss of reputation, loss or corruption of data or for any type of special, indirect, incidental or consequential loss or damage) whether arising out of your use or delay or inability to use this Site or its content whether arising in contract, tort (including negligence) or otherwise except in the case of fraud or death or personal injury caused by Anna Lunna's negligence.

Anna Lunna does not take responsibility for any event which is outside its reasonable control nor for any consequential loss arising from such an event.

From time to time, Anna Lunna may change, alter or modify these terms and conditions. Any changes to these terms and conditions will be posted on this Site and any use by you of this Site after any such changes have been posted shall be deemed to indicate your agreement to the modified terms and conditions, but will not affect any orders already placed by you. If you do not agree to the modified terms and conditions, you should cease use of this Site.

These terms and conditions shall be governed by and interpreted in accordance with USA law and the USA courts shall have non exclusive jurisdiction to hear all disputes arising in connection with these conditions.

Your consent
By visiting www.annalunna.com , you are accepting and consenting to the practices described in this Privacy Policy and the Terms and Conditions.

All sales are final
Because Anna Lunna boots are hand-crafted to your specific measurements, they will not fit any other woman properly. Therefore, all sales are final. Once we receive your measurements, the manufacturing process begins, making it impossible to cancel your order. If you have already received your Measurement Kit and you wish to cancel, you may do so (prior to our receiving your measurements). In this case, there will be a service fee of $400 USD charged to your credit card, and the remaining balance will be refunded to your account.

Customer Care
It is our mission to create boots that you will love, cherish, and that will make your journey unique. Our Customer Care team is here to help you every step of the way!
Please do not hesitate to contact us with any questions or comments you may have at customercare@annalunna.com, or at 1-877-ANNALUNNA.
We wish you an unforgettable journey!

Anna Lunna FAQs

Where can I find the Anna Lunnas I am looking for?
Anna Lunnas are available exclusively through our website: www.annalunna.com
Our helpful Concierge and Atelier will guide you on your unforgettable Anna Lunna journey.

How do I place an order?
Placing an order is very easy, begin by browsing your basic styles in "The Collection", located at "The Concierge" or visit our online "Atelier" for detailed assistance in selecting the design, type of leather, color, heel height and style of heel. Once you have designed your unique style, simply click on "Save to My Anna Lunnas" - this is your Anna Lunna shopping cart. At this point, you may choose to continue browsing or to check out. Then simply follow the instructions until your order is completed, you will be assigned an order number, and you will receive an email acknowledging the details of your order.

Do I have to be a registered user?
Yes, in order to make purchases in the Anna Lunna Virtual Atelier you will be required to register and to provide some personal information. However, the process is simple, and once you have set up your Anna Lunna's account, your information will be saved in a personal file, facilitating your future entries. Some of the personal information that needs to be provided is your complete name, email address, phone number, shipping address and payment details. You will be able to modify, update or change your account details by using the "My Account" option located in the navigation bar on each page.

Is my information secure?
Absolutely yes! Anna Lunna uses internet standard encryption technology to safeguard your privacy and security. Our "Privacy Policy: ensures your complete privacy. We do not disclose your information to third parties.

Can I change the delivery address for my order?
Yes, if you wish to change the delivery address, please, send us an email to customercare@annalunna.com prior to shipment.

I do not live in the USA, can my Anna Lunnas be delivered outside the USA?
Yes, Anna Lunnas are shipped worldwide, through our partner carriers. All major credit cards are accepted. However, customers are responsible for all international customs duties when applicable. Anna Lunna will charge taxes when and if applicable.

Can I cancel my order?
Because Anna Lunna boots are hand-crafted to your specific measurements, they will not fit any other woman properly. Therefore, all sales are final. Once we receive your measurements, the manufacturing process begins, making it impossible to cancel your order. If you have already received your Measurement Kit and you wish to cancel, you may do so (prior to our receiving your measurements). In this case, there will be a service fee of $400 USD charged to your credit card, and the remaining balance will be refunded to your account.

Can I change my order?
Because Anna Lunna boots are hand-crafted to your specific measurements, they will not fit any other woman. Due to the custom nature of Anna Lunna boots, once the manufacturing process has started, cancellations are not allowed. Should you wish to make changes to your selection, you may do so, prior to receiving the Measurement Kit from Anna Lunna. Be sure to contact Anna Lunna's Customer Care as soon as possible, we will do our very best to accommodate your changes. But, once your order has been sent to the Bootmaker's workshop, we will be unable to make any changes.

How is my order processed?
After you place your order, you will receive a confirmation email with a detailed description of your selection. A personalized Measurement Kit will be shipped to you within 24 hours of confirmation, and should arrive to your address no later than 5 days from that day. Once you have taken your measurements and returned them to Anna Lunna in the pre-addressed packaging, we will begin creating your boots. Your Anna Lunnas will be shipped to you within 45 days of receiving your order.

What are the shipping or carrier costs?
There are no shipping or carrier costs to you. Once finished, your boots will be delivered to you through one of our partner carriers, or through the fastest service available in your country.

How is delivery made?
Anna Lunna uses priority air with the top couriers such as FedEx, UPS, and DHL. We partner with the most reliable couriers to ensure your boots arrive in perfect condition and as quickly as possible.

Can I track my order?
If you accept our weekly email updates at the time of your check-out in Anna Lunna's website, you will receive updates through email, informing you of the status of your boots in all the creation stages. You are also most welcomed to contact us with any questions at customercare@annalunna.com.

What currencies are accepted?
All Anna Lunna's prices are listed in US Dollar. If you are using a credit card, your order will be processed in US Dollar and your credit card company will take care of the currency exchange. Charges in your credit card statement will be reflected in your country's currency.

How long does it take from the time an order is placed to delivery?
The first phase of the Anna Lunna's journey is making your selection and placing your order. A Measurement Kit is sent to you 24 hours after confirming your order. You should receive this Measurement Kit in approximately 5 days. We advise you to take your measurements and send them back to us as soon as possible. Your order will be shipped to you, no later than 45 days after receipt of your measurements. Your Anna Lunna boots are hand tailored specifically for you, and we spare no effort to ensure they are of the highest quality.

Why do you need my phone number on the order form?
Your phone number is required, in order to contact you if there is a need to verify a measurement before your order begins the manufacturing process, or in case we encounter a problem upon delivery of your boots. Otherwise, we will not be contacting you by phone.

How does the order process work?
At the Atelier, you will be guided through a few simple steps, including selecting the boot style, leather type, color, height and heel style. Images of available options are provided to help you make your choices. Upon completion and payment of your order, we will send you a personalized Anna Lunna Measurement Kit.

How are measurements taken?
24 hours after your order is confirmed, we will send you a personalized "Measurement Kit" with detailed instructions for measuring yourself. A phone number and an email address are provided in the Measurement Kit, for you to contact us in case you should have any questions.

How do I send my measurements?
A pre-addressed return piece is included in your personalized Measurement Kit. All you need to do is, once you have taken your measurements, place these measurements in the return piece and mail to us. The creation of your Anna Lunnas will begin upon receipt of your measurements.

How do I care for my boots?
You will find that the leathers and materials used to create Anna Lunna's boots are easy to care for, nevertheless, cleaning and care instructions are included with every pair of Anna Lunna boots.

How do I order a second pair of Anna Lunnas?
Once we receive your measurement information, it will be saved in your personal file in our system. The next time you wish to place another order, this information will be readily available, so you will not have to go through the measuring process again, unless your measurements have changed.

I would like to buy a pair of Anna Lunna's boots for a loved one or a friend, how do I go about it?
Because Anna Lunna's boots are created specifically for one woman, there are two ways of making the Gift of Anna Lunna. You may place the order, take your friend's measurements and send these to us, or you may also purchase A Gift of Anna Lunna "gift certificate", and allow your friend to choose her own style and make her journey unique to her. (She will love you for it!) The gift comes personalized with the name of the lucky receiver and the name of the giver, plus a short message. To purchase a gift, go to the website and select "A Gift of Anna Lunna" and follow the instructions.

Where and how can I ask questions or file a complaint?
If your question is not answered in our frequently asked questions (FAQ's), or you require more information, please go to the Contact Us section on the Anna Lunna's website. If you wish to talk to an Anna Lunna's customer care representative, please call 1-877-4Anna-Lunna (1-877-426-6258.)

My item was shipped but I have not yet received it?
Please e-mail us at customerservice@annalunna.com or call us at 1-877-426-6258 and we will track the order for you.