FAQ’s

INTRODUCTION

Welcome to our page of most commonly asked questions. Please peruse the below list to see if it answers your query. If you don’t see what you’re looking for, please email our customer service team at info@anorakonline.co.uk

MY ORDER

Can I cancel/ amend my order after I’ve placed it?

We’re unable to guarantee any amendments or cancellations to orders once they’ve been placed as our customer service team work on a 48 hour email response time, but we will try our best! If it’s not possible and you wish to return an unwanted order, you can do so on our returns portal. We cannot add or remove specific items within an order, nor can we change sizes.

My order is a gift, can I add a gift note and remove invoicing?
As standard, the invoices on all of our products have the costing element removed. Sadly we’re unable to offer gift notes at the moment, but it is something we are looking into.

The item I received is faulty – what do I do?
If you receive a faulty item, please email our Customer Service Team with your order number and a photo of the faulty product and we can advise on next steps.

I purchased an item on pre-order, when will it arrive?
You will find the estimated delivery time for your pre-order item on the product page. Please note that none of your order will be despatched until the pre-order items are available.

I've ordered a doormat - what do I need to know?
If you've ordered a doormat with any other items they will arrive in separate packages to prevent the doormat from being damaged in transit.

I’m a Friend of Joules customer, can you help me?
If you have any questions about your Friends of Joules order, please direct your enquiries to the Friends of Joules Customer Service Team on joulesteam@joules.com

DISCOUNTS & PAYMENTS

I signed up to the newsletter but I haven’t received my 15% off code!  Thank you for signing up to our newsletter! Please check your junk mail folder as sometimes the code can get filtered through to here. If you’re still having problems, please drop our lovely Customer Service Team a quick email.

Do you offer an NHS discount?
We currently offer a 30% NHS discount as a way of saying thank you for all the amazing work you are all doing, especially during this time. To qualify, please email a photo of your NHS ID to our Customer Service Team who will be happy to help.

I paid with Klarna - how does it work?
Head over to our Klarna FAQ page to learn about all the ins and outs of using Klarna.

DELIVERY & RETURNS

Does Anorak have offer extended Christmas returns?
Yes! Orders placed between November 1st and December 25th will have until January 28th to be returned. Returned items must be in their original condition. Sadly food and confectionery items cannot be returned. 

My order hasn’t arrived, what should I do?
Please wait a week after you receive notification that your order has been despatched before contacting us. You can track your order using the tracking details included with your order confirmation. It might also be worth checking with your neighbours.

Any orders placed between 3pm on Wednesday 22nd December and Tuesday 4th January will be delivered in the New Year.

Do you offer international shipping?
Yes! But sadly some countries currently have some restrictions on them which we are working hard on resolving. If you are trying to order to the Channel Islands, Isle of Man, Spain or Switzerland please reach out to our Customer Service team.

How long will it take for my international order to arrive?
Most European countries are experiencing delays due to Brexit and the complexities of implementing the new EU tax regulations. Delivery services to all worldwide destinations may be disrupted where local or global lockdowns are introduced. 

We advise it may take up to a month for your order to reach you, please only contact us if it has been longer than this time frame. We appreciate your patience during these tricky times.

Do I have to pay tax on my order?
Orders being delivered within the European Union and internationally may attract import duty and local sales taxes. We advise these costs are checked prior to placing your order as the rules vary by country. The recipients (not the sender) will need to pay on receipt of the shipment - Anorak do not provide details, calculate or provide methods for these payments and they can not be pre-paid.

Can I return food/ sweets?
We’re unable to offer refunds for any food or confectionery items due to health and safety.

I have returned my item, but I haven’t received my refund yet.
We would politely ask customers to wait 21 days from returning the item for the refund to show in their account before contacting Customer Services. You can read more about our refund process on our Returns Portal here. Orders returned outside of the 30 day period (excluding our extended Christmas returns) will automatically be issued with a credit note, in the form of a gift card. 

Can I make an exchange?
We’re unable to offer direct exchanges, but you can request credit instead of a refund when returning an order to us. Once credit has been issued, it cannot be reversed.

I paid with Klarna, how will I get refunded?
Klarna refunds will be issued back to the debit or credit card which was originally entered at checkout. Anorak doesn't as standard refund your outbound shipping costs, so you may still incur an outstanding balance with Klarna due to the postage cost you originally paid when placing your order.

I’m a Friends of Joules customer, how can I return my order?
Friends of Joules customers need to use their phone number and order number starting #AK to access our returns portal. Your phone number must be linked to your Joules profile / account otherwise it won’t work. Please ensure it’s written in the exact same format as listed on your Friends of Joules order, including any spaces or country codes. For example +44 or 077 etc. If you’re having problems with this please email us with your order number here.

I’m having trouble inputting my details on the Anorak online returns portal.
You need to include the # before your order number starting AK, for example #AK123456 You will also need to fill in your exact email address or phone number format you used when placing your order, for example some customers find that they listed their phone number as “+44” or your email address may be case sensitive.

I don't live near a Collect Plus store, can I use Royal Mail to return my order?
Yes of course! Sadly we’re unable to provide free returns labels for this, but we can refund your original cost of shipping. Please post back to us, ensuring your dispatch slip and order number is included and we ask that you obtain a proof of postage from the post office. The address to send returns to is:

Vdepot Ltd 
Anorak Returns Department   
Thorpe Business Park,    
Honingham,    
Norwich Rd,    
Colton    
NR9 5BZ  

I paid to post my order back to you - will you refund my postage?
We recommend you post your order back on a standard delivery service but ask for a proof of postage. We will refund your original cost of shipping, but sadly are unable to refund anymore that this.

PRODUCT INFORMATION

Where can I find the size guide?
Sizing information can be found on the relevant product page. This is only a guide as every product is cut differently. If you have any further questions, just email our Customer Service Team, who will be able to offer a bit more guidance.

Are Anorak sleeping bags suitable for my young child?
We advise our sleeping bags are suitable for children aged six and above. We do not recommend young children to sleep in adult size sleeping bags because if the child wriggles down it can cause them distress and there is a risk of suffocation.

What tog ratings are our sleeping bags?
Our sleeping bags don’t carry an official tog rating, but we describe them as a leisure, spring summer sleeping bag – perfect for camping in warmer weather or cosy winter nights indoors on the sofa.

Who can win the Anorak social media competition?
Any of our Anorak customers! But you do need to have purchased through Anorakonline. Simply tag us in a photo and we pick our favourite every month to win a £50 voucher. If you are a chosen winner we will contact you for your order number to issue your prize.

How can I care for my Anorak knitwear?
Anorak knitwear is made from wool, a material prone to pilling and bobbling. You can help prevent this by:

  • Washing the garment inside out on a gentle/ wool cycle, or hand wash if possible. The less friction it meets the less it will bobble.
  • Using a specialist detergent for wool or delicates which will coat the wool fibres and reduce static and friction. Never use bleach. 
  • Not overloading your washing machine as this can damage the fibres, and washing with other similar items
  • Air drying not tumble drying as heat and friction will damage the fibres and cause pilling. 
  • Using a pilling comb to remove any bobbles.

RESPONSIBLE ANORAK

How sustainable are Anorak products?
As a brand inspired by the great outdoors, we consider it our duty to reduce our impact on the environment and do whatever we can to help keep the outdoors great. You can read about our sustainability journey here.

Where do we manufacture our goods?
We are currently working with ethical and audited factories in China, India, Portugal, Turkey and here in the UK . We follow the Ethical Trade initiative when assessing our factories, which reviews the Labour standards, responsible recruitment and fair wage. It addresses Health and Safety, Environment, and Business Ethics. We also encourage our factories to have unions, so workers have their say to help improve their surroundings.

Do Anorak support any charities?
As a brand directly inspired by the beautiful world we live in, we are passionate about supporting wildlife charities that are close to our hearts. We currently donate 1% of profit from our Orca collection to Whale and Dolphin Conservation.

I’m holding a charity event, will Anorak donate a prize?
Supporting smaller charities and community events is a large part of what we’re about. Please email Rachel at info@anorakonline.co.uk with the details of your event / cause along with your registered charity number.

How do I unsubscribe from your newsletter?
You can unsubscribe to our email newsletters at any time by clicking on the ‘Unsubscribe’ link which appears at the bottom of all our email newsletters. If you’re having trouble, please email our lovely Customer Service Team to unsubscribe. Just so you know, we use a suppression file rather than deleting your details. If we delete your details fully from the database we would not be able to guarantee that you would not receive any future mailings from Anorak as we would not be able to suppress your details, should we receive them again from a third party.