Frequently Asked Questions

You can track your order here using your tracking number and the link on your dispatch confirmation email.

https://www.anthropologie.com/en-gb/#order-inquiry

Alternatively, you can sign in to your Anthropologie account to track your order. If you’re having trouble tracking your order, please contact us and we’ll be happy to help. Delivery methods, timing and fees vary item to item; please refer to our product pages for delivery specifics.

Delivery hours are between 8 a.m. and 5.30 p.m. GMT, Monday to Friday, excluding Bank Holidays and 8 a.m. to 1 p.m. on Saturdays.

Tracking Furniture Delivery

• Most furniture will arrive within 1 - 2 weeks and are delivered using a furniture courier service.
  
  
• Furniture deliveries can arrive between 7am and 8pm Monday to Friday.
  
  
• Please note that express delivery is unavailable for furniture items.
  
  
• The delivery company handling your order will call to schedule your appointment.
  

If your order has not arrived within the time-frame specified on our Delivery Information page, try the following:

• Click the tracking link on your dispatch confirmation email to see your order’s status
  
  
• Sign into your account to check we have your correct delivery address and contact details
  
  
• During extremely busy periods: Black Friday and Christmas bank holidays, we may need to slightly extend our delivery window. This will be by exception only.
  
  
• If you were out at the time of delivery, our delivery driver will have left a card to tell you where your parcel is i.e. it has been signed for by a neighbour or left in a safe area such as a shed, garage or porch
  
  
• If you still can’t find your parcel, please contact us, quoting your order number. We’ll reply within 48 hours and will do our best to locate your parcel straightaway.
  
  Please contact us if you have any questions or concerns regarding your order.

Please note that this right to cancel is additional to your other statutory rights as a consumer and our standard returns and exchanges policy below. If you are a consumer (i.e. you are not a business and you are not purchasing products from us for purposes which are wholly or mainly in connection with any business you may have or trade you run), you have the right to cancel the contract formed with us when you purchased products on the site before they have shipped . This right to cancel applies to both sale items and non-sale items.

Check your dispatch email first to see a list of the exact items that should be in your parcel. If something is listed but not in your parcel, please take a photo of the label on the packaging so we can investigate the missing items from the order and contact us.

If you're ordering products to be delivered outside of the EU, they may be subject to taxes, fees, levies or other charges due to local laws or customs rules.

Whoever your order is addressed to is responsible for all customs laws for the import of the products, and will be required to pay any additional charges for international delivery. These include import duty, formal customs entry, taxes, levies and other charges that apply outside the EU. The person receiving the goods, not the person placing the order, will receive a separate request for payment of these charges.

If you're ordering products to be delivered to someone else, make sure that they're aware that they'll need to cover this before you order. Unfortunately we have no control over these charges and cannot predict what they may be, so we can't offer assistance on these processes.

We recommend that you check the import charges applicable in any non-EU country/region before ordering products to be delivered there. You (or the recipient of the products, if different) will be the importer for all international deliveries of the products.

Before placing an order, it's your responsibility to check that any products ordered comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect your goods.

If your order gets stuck in customs, the recipient needs to contact their local customs office and pay any additional charges or taxes to release the goods. Anthropologie cannot do this on your behalf.

If you receive multiple customs charges on one order due to it being sent in separate packages, please contact us.

We are unable to change the delivery addresses for parcels once the order has been placed. Please note that any changes you make to your account after placing an order will not take effect immediately and won’t apply to orders already placed. Anthropologie fo not accept liability for any incorrect addresses provided.

We know how fond you are of new arrivals, which is why some of our items are available to pre-order. This means that you can now order them in advance of the stock becoming available online, including some out of stock products that are due back soon.

As the demand for this item is so great, we must wait for new shipments of stock to come into the warehouse before we can get your order out to you. Pre-ordering means we can now reserve the items for you with a pre-payment, instead of risking the item selling out once it has been re-stocked to the website.

Pre-order delivery dates may be subject to change, you will be contacted via email regarding any changes to the status in your order.

Please note, we only deliver large furniture and oversized rugs and mirrors within UK mainland, excluding islands and Highlands. Please contact AnthroFurniture@anthropologie.eu for further information.

Please see our Returns & Exchanges for full details.

We are now offering exchanges for clothing, accessories and shoes free of charge. Homewares, furniture and beauty items are excluded. The exchange request will need to be submitted and products sent back to us within 7 days from receiving the order. Once the return has been received, the exchange will be processed and you will receive a shipping confirmation email with tracking details for the new item(s). The process can take up to 30 days. Exchanges of products bought online cannot be processed in our stores.

We’ll send you an email to let you know when we’ve received your item(s). If after 10 business days we haven’t been in touch, please do contact us with your proof of postage ready.

We cannot be held accountable for accidental returns, including items from other retailers or personal items. We cannot arrange to send the item/s back to you and do not offer compensation. We apologise in advance for not being able to help any further.

Unfortunately our warehouse cannot process returns for items bought in-store. Please return your items (excluding furniture) to any of our U.K. stores. Our U.K. stores are also unable to accept returned merchandise from our North American stores or our North American, French, German, Italian and Spanish sites.

Likewise, our stores in North America are unable to accept returns of items purchased on our EU sites or from our EU stores.

You may return any items purchased online to one of our stores, excluding furniture and any concessions. To do so, you must bring along the dispatch confirmation email we sent you to let you know your item(s) were on their way or just your Order Number located on your email or under My Account. Please see our Returns & Exchanges Policy for full details.

I HAVE NOT RECEIVED MY ORDER

• Email us at customerservice@anthropologie.eu
  
  MY ITEM IS FAULTY
  
• Email us at customerservice@anthropologie.eu or, for furniture, at AnthroFurniture@anthropologie.eu
  
  
• Please detail the nature of the damage, including photos/videos (JPEG and MPEG)
  
  AN ITEM IS MISSING
  
• Email us at customerservice@anthropologie.eu
  
  
• Please advise which item is missing
  
  
• Please send a photo of the parcel label – this is required to be able to assist you
  
  

We accept the following methods of payment: Visa, MasterCard, American Express, Delta, Solo, Visa Electron, PayPal, Klarna, ClearPay, Ideal and Anthropologie Gift Cards or E-Gift Cards.

Purchasers must be aged 18 and above.

If you have a promotional code, you can enter this on the order review page which is the final page before you place your order.

Click the “Enter Promotional Code” link on this page, enter the code and then click “Submit”.

Any discount that is applicable will then be applied to your order.

Please check the conditions of your code - if it does not work on your order, it may be because an item in your shopping bag is excluded from a promotion or that the code has expired.

Unless otherwise expressly stated in the terms and conditions for a particular promotional code, promotional codes cannot be combined and cannot be used in conjunction with any other offer/discount.

During busy periods - such as sale, promotions, or the festive season - demand for a product can sometimes outweigh the amount of stock we have, which can result in us not being able to fulfil your order.

If this does happen, we will let you know as soon as possible. Unfortunately, as this is out of our control, we will not be able to offer any additional compensation for the disappointment of not being able to complete your online order and we apologise in advance for the inconvenience this may cause.

We will not charge your account until an order has been dispatched. If your order is cancelled the pre-authorisation will be released as per your bank's specific timeframes.

Sending Gift Cards & E-Gift Cards

• Gift Cards will be mailed to the recipient via UK Standard Shipping. Please allow 3-5 business days for delivery. Gift Cards are valid only in their country/region of origin.
  
  
• E-gift cards are sent to the recipient within 48 hours of your order. You will receive an email confirmation that the e-gift card was sent to your recipient. If your E-Gift Card is not delivered to the recipients email address, please check that it has not been sent to your junk or promotions folder before contacting us.
  
  

  Redeeming Gift Cards & E-Gift Cards

  
  
• Either type of gift card can be redeemed in stores or online.
  
  
• Please note that gift cards are only valid for redemption in the currency in which they were originally purchased.
  
  
• When redeeming a traditional gift card in-store, simply present it at checkout. To use online, enter the gift card number into the Payment Information area at checkout.
  
  
• To reveal the PIN on the physical Gift Card you will need to scratch off the panel on the back of the card (do not peel).
  
  
• To redeem an e-gift card in-store, have your e-gift card information handy, either printed out or accessible by email on your smartphone.
  
  
• When redeeming an e-gift card online, enter the e-gift card number into the Payment Information area at checkout.
  
  

  Gift Cards Purchased In The Store

  
  
• The Customer Service team cannot assist in refunding or replacing gift cards bought in the store.
  
  
• If a physical gift card purchased in store is lost, please contact the store.
  
  
• Stores may be able to assist at their own discretion.
  
  

  Gift Card & E-Gift Card Payment Information

  
  
• You can check the balance on your gift card or e-gift card by contacting us or by visiting any Anthropologie location.
  
  
• We are unable to reissue gift cards or e-gift cards that have been lost or stolen.
  
  
  All gift cards are not returnable or refundable, will expire two (2) years after the date of purchase, and can be used in multiple transactions until the credit runs out.

Once the order has been placed, it will show as a pending transaction on your account. During the period when the items are in our warehouse, a pre-authorisation of payments will take place, but you will only be charged once your order leaves our warehouse.

At this time adding a mobile number to your account is optional. However, we strongly recommend you take this step to improve the security of your account. We will eventually transition to mobile number authentication for all customers, but you have some time before that change goes into effect.

Make sure you are logging in to an existing account. If the code you requested has not arrived, you may not have an account linked to that email address. Please create an account, and request a code once more.

Please be sure you are using the most recently requested code. If your code came through SMS it is only valid for 5 minutes. If you received via email, it is valid for 15 minutes.

Once a mobile number has been added and verified for your account, you can use that number plus a one-time code to log in to your account. Using a verified phone number for login helps to ensure that you are the only person who has login access to the account.

In order to protect your account, we have a limit on the number of times you can request and submit a code for account login. Please try again in 15 minutes!

If your mobile number has changed since creating your account, sign in to your account with your email address and one-time code. Next, visit My Account to edit your mobile number.

Unfortunately, at this time, it is not possible to create an account with a landline or VOIP phone number. You can still browse and shop our family of brands as a guest.

If you are requesting your code via SMS, you should receive immediately. If you have requested a code via email, it may take up to five minutes.