Shipping
Shipping Information
Once your order has been shipped, you will receive an e-mail with your shipment’s tracking information, allowing you to keep tabs on the progress of your delivery.
Please note: tracking information will be updated online one (1) business day after your order has been shipped.
You will become the owner of the goods that you have ordered once they have been delivered to your specified delivery address. At this point, the goods become your responsibility and AN ODE TO no longer has any responsibility for taking care of the goods from that point.
Duties and Taxes
By placing an order with AN ODE TO, you acknowledge that this sale occurs outside the United States, and that you are importing your order for non-commercial (personal) use. You also acknowledge that you will be listed as the importer for US Customs and Border Protection purposes and that your order will be imported into the United States in accordance with the necessary customs requirements.
To simplify this process, your order indicates your agreement to authorize AN ODE TO to appoint a designated carrier/customs broker, where applicable, as your unpaid agent for customs purposes by executing a power of attorney applicable to a single non-commercial shipment. Your order serves as an electronic signature indicating your agreement to the following, as required by US Customs and Border Protection:
“The designated carrier/customs broker is hereby authorized to execute, as an unpaid agent who has knowledge of the facts, pursuant to the provisions of section 485(f), Tariff Act of 1930, as amended, the consignee’s and owner’s declarations provided for in section 485 (a) and (d), Tariff Act of 1930, as amended, and to enter on my behalf or for my account the goods described in the attached invoice which contains a true and complete statement of the facts concerning the shipment.”
Your authorization permits the carrier/customs broker to file on your behalf: (i) an administrative entry under section 321 of the Tariff Act of 1930 (“Section 321”), if eligible (see below); (2) an informal entry pursuant to section 143.21 of the Customs Regulations, if eligible; or (iii) the formal entry for any order that is over $2,500, or otherwise requires formal entry. You are responsible for any U.S. duties and taxes that may be due under U.S. law. Shipments to the U.S. of goods that are valued at US$800 or less may be imported without the payment of duties and taxes subject to certain restrictions, pursuant to Section 321. These restrictions include the following:
1. A single contract or order addressed to a same individual that exceeds US$800, cannot be split into more than one shipment to avoid the payment of duties and taxes;
2. Individual orders addressed to a same individual that are consolidated by the shipper or carrier on a single bill of lading (“B/L”) or air waybill (“AWB”) will be treated as a single shipment and will not be entitled to Section 321 treatment if the total value exceeds US$800; and
3. If there are individual B/Ls or AWBs, the shipment will qualify unless there are several B/Ls or AWBs addressed to same individual with shipment on the same day and the total value of these shipments is over US$800, in which case U.S. Customs and Border Protection will treat them as a single shipment.
It is AN ODE TO's position that all goods purchased from AN ODE TO, should be imported into the United States without the payment of duties and taxes pursuant to Section 321, only when Section 321 is applicable. Our express carriers have been instructed to apply Section 321 only where applicable.
Shipping Costs and Delivery Times
- AN ODE TO reserves the right, occasionally, to run free shipping promotions for a limited time on the AN ODE TO website and mobile app.
- AN ODE TO has the right to change, extend or end promotions at any time.
- Free shipping is valid for a limited time only and expires on the date specified in the email sent to the claimant by AN ODE TO and/or banner on the AN ODE TO website and AN ODE TO App with at least 48 hours notice prior to expiry.
- Additional restrictions may apply.
- Accurate transit time available at checkout.
Full-price orders:
- Orders where the free shipping eligibility applies on the full-price merchandise subtotal (coupon included) above the full-price thresholds indicated in the table below.
- The offer will be automatically applied at checkout.
- If an item is not eligible, as occasionally indicated on the product detail page, the offer will not be reflected at checkout.
Other orders:
- Orders that don't meet the full-price free shipping eligibility mentioned above and that don't include restricted products are still eligible for free shipping if they meet the Other order threshold indicated in the table below. Other orders include and are not limited to Sale orders.
Restricted Orders:
- Orders that include products excluded from free shipping as indicated on the product display page are not eligible for free shipping and disqualify the entire order from the free shipping promotion regardless of the order value. All orders including at least one (1) excluded product will pay a flat shipping fee equivalent to the "Restricted" fee indicated in the table below.
RETURNS
The AN ODE TO Return Policy
Free return shipping is offered to customers located in Canada, the United States and Japan. To return one or more items from an order, all of the following conditions must be met:
· The return must be requested within 30 calendar days of the delivery date.
· The item must be in its original, unused, unaltered and unwashed condition.
· The item must be returned with the tags and packaging in their original condition.
Please note: Final Sale items are not eligible for return.
Footwear: when trying on footwear for the first time, we ask that clean socks be worn. Please make sure to test the footwear on a carpeted surface, so as not to damage the soles. The dust bag and/or shoe box must be returned alongside the footwear, in its original condition. Please be sure to place the shoe box inside a shipping box so as to prevent damages during transit.
Intimate apparel and swimwear: must be returned unworn, and with the original hygienic protection sticker still intact. This applies to lingerie, hosiery, underwear, swimsuits, bikini bottoms, etc.
Face Masks: in the interest of hygiene, face masks and face coverings are considered Final Sale.
Apparel: all original tags must still be attached to the garment(s). Be mindful of deodorant, makeup or perfume that may rub off, and beware of jewelry that may catch or tear fabric.
Self-care products (face, body, hair, make-up, except fragrances and oils considered as Dangerous Goods): must be returned in their original packaging, unused, unaltered, and sealed.
Sexual wellness items (to the exclusion of sexual wellness toys): must be returned in their original packaging, unused, unaltered and sealed.
Sexual wellness toys: Due to health & safety reasons, all sexual wellness toys are final sale and cannot be returned.
Dangerous goods (e.g., candles, fragrances, oils, pressurized canned products, electronics containing batteries): Due to safety reasons, all Dangerous goods are final sale and cannot be returned.
Technology category (except electronics containing batteries considered as Dangerous Goods): must be returned with their original manuals, accessories, and manufacturer packaging. Should the product arrive wrapper-sealed, it should be returned in its original sealed condition.
Damaged/defective items: if you believe an item to be defective or damaged, please contact our Customer Care team so that they can help resolve the issue.
AN ODE TO reserves the right to reject any returning products that do not comply with the above stated return policy. Rejected items will be sent back to the original shipping address without any refund being processed. In order to avoid this, please contact our Customer Care team to address any issues or concerns you have regarding the item(s) you wish to return.
When requesting a return, customers must ensure to keep the return postage receipt until the refund is duly processed by AN ODE TO. AN ODE TO reserves the right to refuse any request for a return without this mandatory proof of return postage.
Returns
To initiate a return, please submit a request for a Return Authorization (RA) through your AN ODE TO account. Alternatively, you can contact our Customer Care team to assist you with the return process. AN ODE TO adheres to a strict no-paper policy, so as to reduce waste. This is why shipments do not include a return slip inside the box.
Guest Orders: If you placed your order as a guest, you must create an AN ODE TO account in order to request and manage a return yourself. If you prefer, you can contact our Customer Care team to help you facilitate the return.
Please note that multiple orders cannot be returned with a single return request and in the same box; orders will need to be shipped separately with several return requests.
When requesting a return, customers must ensure to keep the return postage receipt until the refund is duly processed by AN ODE TO. AN ODE TO reserves the right to refuse any request for a return without this mandatory proof of return postage.
Canada, the United States and Japan
Customers receive free shipping for returns.
Please follow this step-by-step guide to initiate a return request:
Step 1 - Access your ‘Order History’ from your account page
Step 2 - Click on “Return Order” to request a prepaid return label (PPL)
Step 3 - Your PPL and return instructions will be sent to the e-mail address associated with the order.
Step 4 - Print the label out and carefully follow the instructions
Return with a prepaid label in Hong Kong
We will email customers in Hong Kong a prepaid return label (PPL) to return their orders (shipped to Hong Kong), and a fee of $HKD 290, applicable per package received, will be deducted from the refund amount.
Please follow the steps below to initiate a return request:
Step 1 - Access your ‘Order History’ from your account page.
Step 2 - Click on “Return Order” to request a prepaid return label (PPL)
Step 3 - A PPL and return instructions will be sent to the email address associated with the order.
Step 4 - Print the label and carefully follow the instructions.
International Returns
International customers (excluding those in Japan and Hong Kong) are responsible for covering the cost of return shipments and coordinating the return with their local post.
Please follow this step-by-step guide to initiate a return authorization:
Step 1 - Log in to your AN ODE TO account and access your ‘Order History’
Step 2 - Click on “Return Order” to request a return authorization (RA)
Step 3 - An RA number and return instructions will be sent to the e-mail address associated with the order.
Step 4 - Follow the instructions and coordinate the return with your local postal service.
Please ship returning international packages with your country/region’s local shipping carrier and be sure to use standard shipping. For added safety, please insure all packages with a tracking number.
Exchanges
AN ODE TO does not offer direct exchanges. We ask that you return the merchandise for a full refund and place a new order for the preferred item(s) at your earliest convenience.
Refunds
Once the returned merchandise has been quality checked and approved, AN ODE TO will issue a refund to the original method of payment and a confirmation e-mail will be sent to you. Please note that it can take up to 5 business days to process the refund. It may take your financial institution additional time to process the transaction and update your bank statement.
Please note: shipping fees will not be refunded.
Warranty
All products purchased from AN ODE TO, including apparel, accessories, electronics, sports gear, home goods, beauty, self care and cosmetics items, pet accessories, sexual wellness items, sexual wellness toys and any products that may be classified as dangerous goods purchased from AN ODE TO are subject only to the applicable warranties of their respective manufacturers if applicable. Warranties are provided by the manufacturers and not by AN ODE TO. Where permitted by law, AN ODE TO disclaims all warranties and conditions relating to any products sold or distributed by AN ODE TO, and will not be liable for failure to use any product in accordance with the manufacturer's instructions. Please consult the user manual or contact the manufacturer for any relevant warranty information.
If you are not satisfied with your purchase, you can request a return within 30 days of the delivery date. The item must be in its original packaging, unused, and in unaltered condition, and otherwise comply with our Return Policy.
Dangerous Goods
Some products sold by AN ODE TO are or contain items considered dangerous goods (e.g., candles, fragrances, oils, pressurized canned products, electronics containing batteries) which have certain shipping restrictions and require special labelling and may require special packaging for shipment. AN ODE TO will not issue any Return Authorization for Dangerous Goods that are Final Sale and cannot be returned.
Frequent Returns
We offer a lenient return policy to provide customers with an easy and convenient shopping experience. If you are experiencing sizing issues or consistently finding merchandise to be unsatisfactory, please contact our Customer Care team.
Frequent returns made from the same account will automatically be flagged in our system. If we notice that our return policy is being abused, we may take action in the form of blocking an account and/or cancelling future orders.
AN ODE TO reserves the right to reject returns which do not comply with our Return Policy. Returns that do not respect the policy may be sent back to the original shipping address.
RETURNS
The AN ODE TO Return Policy
Free return shipping is offered to customers located in Canada, the United States and Japan. To return one or more items from an order, all of the following conditions must be met:
· The return must be requested within 30 calendar days of the delivery date.
· The item must be in its original, unused, unaltered and unwashed condition.
· The item must be returned with the tags and packaging in their original condition.
Please note: Final Sale items are not eligible for return.
Footwear: when trying on footwear for the first time, we ask that clean socks be worn. Please make sure to test the footwear on a carpeted surface, so as not to damage the soles. The dust bag and/or shoe box must be returned alongside the footwear, in its original condition. Please be sure to place the shoe box inside a shipping box so as to prevent damages during transit.
Intimate apparel and swimwear: must be returned unworn, and with the original hygienic protection sticker still intact. This applies to lingerie, hosiery, underwear, swimsuits, bikini bottoms, etc.
Face Masks: in the interest of hygiene, face masks and face coverings are considered Final Sale.
Apparel: all original tags must still be attached to the garment(s). Be mindful of deodorant, makeup or perfume that may rub off, and beware of jewelry that may catch or tear fabric.
Self-care products (face, body, hair, make-up, except fragrances and oils considered as Dangerous Goods): must be returned in their original packaging, unused, unaltered, and sealed.
Sexual wellness items (to the exclusion of sexual wellness toys): must be returned in their original packaging, unused, unaltered and sealed.
Sexual wellness toys: Due to health & safety reasons, all sexual wellness toys are final sale and cannot be returned.
Dangerous goods (e.g., candles, fragrances, oils, pressurized canned products, electronics containing batteries): Due to safety reasons, all Dangerous goods are final sale and cannot be returned.
Technology category (except electronics containing batteries considered as Dangerous Goods): must be returned with their original manuals, accessories, and manufacturer packaging. Should the product arrive wrapper-sealed, it should be returned in its original sealed condition.
Damaged/defective items: if you believe an item to be defective or damaged, please contact our Customer Care team so that they can help resolve the issue.
AN ODE TO reserves the right to reject any returning products that do not comply with the above stated return policy. Rejected items will be sent back to the original shipping address without any refund being processed. In order to avoid this, please contact our Customer Care team to address any issues or concerns you have regarding the item(s) you wish to return.
When requesting a return, customers must ensure to keep the return postage receipt until the refund is duly processed by AN ODE TO. AN ODE TO reserves the right to refuse any request for a return without this mandatory proof of return postage.
Returns
To initiate a return, please submit a request for a Return Authorization (RA) through your AN ODE TO account. Alternatively, you can contact our Customer Care team to assist you with the return process. AN ODE TO adheres to a strict no-paper policy, so as to reduce waste. This is why shipments do not include a return slip inside the box.
Guest Orders: If you placed your order as a guest, you must create an AN ODE TO account in order to request and manage a return yourself. If you prefer, you can contact our Customer Care team to help you facilitate the return.
Please note that multiple orders cannot be returned with a single return request and in the same box; orders will need to be shipped separately with several return requests.
When requesting a return, customers must ensure to keep the return postage receipt until the refund is duly processed by AN ODE TO. AN ODE TO reserves the right to refuse any request for a return without this mandatory proof of return postage.
Canada, the United States and Japan
Customers receive free shipping for returns.
Please follow this step-by-step guide to initiate a return request:
Step 1 - Access your ‘Order History’ from your account page
Step 2 - Click on “Return Order” to request a prepaid return label (PPL)
Step 3 - Your PPL and return instructions will be sent to the e-mail address associated with the order.
Step 4 - Print the label out and carefully follow the instructions
Return with a prepaid label in Hong Kong
We will email customers in Hong Kong a prepaid return label (PPL) to return their orders (shipped to Hong Kong), and a fee of $HKD 290, applicable per package received, will be deducted from the refund amount.
Please follow the steps below to initiate a return request:
Step 1 - Access your ‘Order History’ from your account page.
Step 2 - Click on “Return Order” to request a prepaid return label (PPL)
Step 3 - A PPL and return instructions will be sent to the email address associated with the order.
Step 4 - Print the label and carefully follow the instructions.
International Returns
International customers (excluding those in Japan and Hong Kong) are responsible for covering the cost of return shipments and coordinating the return with their local post.
Please follow this step-by-step guide to initiate a return authorization:
Step 1 - Log in to your AN ODE TO account and access your ‘Order History’
Step 2 - Click on “Return Order” to request a return authorization (RA)
Step 3 - An RA number and return instructions will be sent to the e-mail address associated with the order.
Step 4 - Follow the instructions and coordinate the return with your local postal service.
Please ship returning international packages with your country/region’s local shipping carrier and be sure to use standard shipping. For added safety, please insure all packages with a tracking number.
Exchanges
AN ODE TO does not offer direct exchanges. We ask that you return the merchandise for a full refund and place a new order for the preferred item(s) at your earliest convenience.
Refunds
Once the returned merchandise has been quality checked and approved, AN ODE TO will issue a refund to the original method of payment and a confirmation e-mail will be sent to you. Please note that it can take up to 5 business days to process the refund. It may take your financial institution additional time to process the transaction and update your bank statement.
Please note: shipping fees will not be refunded.
Warranty
All products purchased from AN ODE TO, including apparel, accessories, electronics, sports gear, home goods, beauty, self care and cosmetics items, pet accessories, sexual wellness items, sexual wellness toys and any products that may be classified as dangerous goods purchased from AN ODE TO are subject only to the applicable warranties of their respective manufacturers if applicable. Warranties are provided by the manufacturers and not by AN ODE TO. Where permitted by law, AN ODE TO disclaims all warranties and conditions relating to any products sold or distributed by AN ODE TO, and will not be liable for failure to use any product in accordance with the manufacturer's instructions. Please consult the user manual or contact the manufacturer for any relevant warranty information.
If you are not satisfied with your purchase, you can request a return within 30 days of the delivery date. The item must be in its original packaging, unused, and in unaltered condition, and otherwise comply with our Return Policy.
Dangerous Goods
Some products sold by AN ODE TO are or contain items considered dangerous goods (e.g., candles, fragrances, oils, pressurized canned products, electronics containing batteries) which have certain shipping restrictions and require special labelling and may require special packaging for shipment. AN ODE TO will not issue any Return Authorization for Dangerous Goods that are Final Sale and cannot be returned.
Frequent Returns
We offer a lenient return policy to provide customers with an easy and convenient shopping experience. If you are experiencing sizing issues or consistently finding merchandise to be unsatisfactory, please contact our Customer Care team.
Frequent returns made from the same account will automatically be flagged in our system. If we notice that our return policy is being abused, we may take action in the form of blocking an account and/or cancelling future orders.
AN ODE TO reserves the right to reject returns which do not comply with our Return Policy. Returns that do not respect the policy may be sent back to the original shipping address.