Frequently Asked Questions

Order & delivery

Where do you deliver?

France, Europe and international. Shipping costs, excluding local taxes and customs duties, are displayed at the time of payment.

What are the delivery times?

Orders are shipped within an average of 48 hours, with a maximum lead time of 10 business days.

What are the delivery locations?

Home, work or relay point.

Can I modify or cancel my order and personal information?

Yes, upon receipt of your confirmation email and before it is shipped. Orders may be processed on the next business day. Write to us without delay at hello@anonymapparel.com.

How do I track my order?

A tracking link will be sent to you by email upon shipment. If you cannot find it, please check your spam folder or contact us directly at hello@anonymapparel.com.

What happens if a product in my order is unavailable during preparation?

If a stockout is observed when preparing your order, the refund will be processed within a maximum of 14 days.

International Shipping & Customs Duties

Do you ship outside the European Union?

Yes. The prices displayed on the website are ex-works France, excluding taxes and customs duties of the destination country. These charges are entirely at your expense and vary according to local legislation.

Returns & Exchanges

What is your return policy?

14 days after receipt to change your mind. The item must be unworn, unwashed, with its tag and original packaging. We do not compromise on this, it's a matter of respect. Make your return request to hello@anonymapparel.com.

Are returns free?

Return shipping fees are at your expense, except in the case of our error or a defective item.

How to exchange for a different size?

For stock management reasons, we do not offer exchanges. Please contact us at hello@anonymapparel.com before returning the item, which will be refunded within 14 days, and place a new order on the website.

When will I be reimbursed?

Within 14 days of receipt and validation of the return, to the original payment method.

Products & Materials

What is the difference between Pima cotton and alpaca wool?

Two Peruvian fibers, two variations. Pima cotton is a long, silky, and resistant fiber; it clothes you with a softness that ordinary cotton cannot approach. Alpaca is a fine, light, and thermoregulating fiber; it accompanies cool days without ever weighing down your silhouette. Both are produced and processed in Peru, respecting local savoir-faire. Learn more about Pima Cotton and Alpaca Wool.

Are your clothes made in Peru?

Entirely. From yarn to finished garment, everything is produced in Peru. This is not a marketing ploy, it's a foundational decision of the brand. Our workshops are selected for their technical expertise and working conditions. Learn more about Our Commitments.

Interview

How do I wash my alpaca wool items?

Hand wash or machine wash at 30°C on a cold wool cycle. Do not tumble dry, do not spin. Lay the item flat on a clean towel to dry, away from direct sunlight and heat sources. Never wring it out.

My alpaca sweater is pilling, is that normal?

Yes, and it's important to understand this. Pilling may appear in areas of friction, such as car seat belts or bag straps. This is not a manufacturing defect; it is the nature of a living fiber. A lint shaver is all you need to restore the original appearance.

How do I wash my Pima cotton items?

Machine wash cold at 30°C, iron at low temperature if necessary. Do not tumble dry. Find out more in the Care Guides.

Stores & Retailers

Where can I find your products in stores?

Our points of sale are listed on the Our Stores page. We carefully select our partners; you won't find Anonym Apparel everywhere, and that's intentional.

Do you work with international resellers?

Yes, mainly in Europe. For any distribution or retail partnership requests, please contact us directly at hello@anonymapparel.com.

Payment & Security

What payment methods do you accept?

Credit card (Visa, Mastercard, Carte Bleue), Google Pay, PayPal and Apple Pay. Payments are secured via Stripe (TBC), and no banking data passes through our servers.

Is payment in installments available?

The available options are displayed directly at checkout based on your profile and the order amount.

Contact & Customer Service

How do I contact customer support?

By email at hello@anonymapparel.com. We respond within 48 business hours, Monday to Friday, no bots, a real response.

I haven't received my package, what should I do?

Start by checking the DPD tracking link received by email. If the situation is blocked, write to us at hello@anonymapparel.com with your order number, we handle tracking from Monday to Friday.

My item is faulty, what should I do?

Photograph the defect and email us at hello@anonymapparel.com with your order number. We will process your request as soon as possible.

A question not listed here? Email us at hello@anonymapparel.com. We respond within 48 hours from Monday to Friday, with no automated replies.