Customer Care & Help Center para Anina

How do I get paid?

You'll receive payment 48-72 hours after the package is delivered to the buyer. This will initially show as a credit in your Anina account, which you can then cash out whenever you're ready.

How does shipping work?

We primarily partner with DHL to ensure your orders are delivered safely and securely worldwide. After you complete a sale, we'll create a prepaid label for you, making shipping hassle-free. All labels come with tracking, providing both you and your buyers peace of mind while the order is in transit. We may consider other partners like DHL in the future to expand our shipping network.

What are the fees?

Our seller fees are straightforward:

• 15% commission on the sold price of each item.
• 2.9% + 30 cents payment processing fee for the entire transaction (this applies to the subtotal, tax, and shipping price paid by the buyer).

Please note: The payment processing fee is not currently applied to any international shipping or taxes.

What can I sell on Anina?

Feel free to sell whatever you like in Anina, as long as it's a product designed with attention to detail and falls into one of our core categories: Clothing, Footwear, Accessories, Personal Care & Beauty, Home, Leisure, and Art. Any product crafted with care is welcome, because we firmly believe that every unique creation has a special customer waiting for it.

What's your tax policy?

While we can't offer tax advice (we're a marketplace, not your accountant!), it's important for sellers to understand their tax obligations. You are responsible for collecting, reporting, and remitting all applicable sales, use, value-added, or other taxes associated with your sales on Anina in your respective jurisdiction. Our commission and payment processing fees are outlined above and do not include any taxes you may owe.

How is my seller application reviewed?

We're all about celebrating unique creations! We welcome all types of sellers, though we do prefer to work with established brands and those with a product catalog of more than one item. However, we're equally thrilled to support new brands embarking on exciting ventures, helping them pursue their dreams by generating sales and gaining recognition from thousands of users. So, whether you're an individual, a creative group, or a small/medium/large brand looking to share your amazing ideas and products with the world, you'll find a home here.

How do I manage my product listings (upload, edit, delete)?

It's super easy! You can manage all your listed products directly through your Seller Dashboard. There will be dedicated sections where you can review, add new items, make edits, or remove products as needed.

How do I manage my orders (view, mark as shipped)?

Simply head over to the "Orders" tab within your Seller Account. Here, you'll find all your incoming orders and the tools to manage their status, including marking them as shipped once they're on their way.

What happens if I don't ship a product on time?

We know things happen, but timely shipping is key! If an order isn't shipped on time, Anina will reach out directly to you, the seller. If we don't receive a response within one week, a full refund will be issued to the customer from Anina. Sellers will receive warnings for late or unfulfilled orders. Accumulating three or more warnings (or a high percentage of warnings relative to total sales) may lead to the removal of your selling privileges on Anina.

How do sellers handle customer questions since direct communication isn't allowed?

Don't worry, we've got you covered! Customers will reach out to Anina directly via email (anina00@gmail.com). We'll then assess the inquiry. If it's something general, we'll respond with a pre-determined answer. If it's a specific issue that requires your direct input, we'll facilitate the communication, advising both parties to ensure a smooth resolution. Our goal is to streamline communication and make sure all queries are addressed effectively.

How do returns and refunds work if each brand has its own policy?

For now, we're not handling direct returns or refunds through the platform, but we're excited to offer this service in the coming months! Once available, you'll be able to initiate a return order and specify why you're returning the product. You'll also be able to indicate if you'd like the same item, store credit, or a refund. Please remember that each brand on Anina has its own specific return and refund policy, which you should always check before making a purchase.

What happens if a product arrives damaged or incorrect?

Oh no, that's definitely not what we want! If a product arrives damaged or incorrect, please submit a return request via email to anina00@gmail.com. We'll review your case to determine its applicability and then contact the seller involved. Depending on the issue, the seller may receive warnings, and repeated incidents could lead to their removal from Anina. Please note: During our initial opening months, we won't be processing any returns.

How do I contact the seller if there's an issue with a specific product?

Your first step should be to contact us directly at anina00@gmail.com to explain the situation. We'll help assess the case, determine if it was third-party damage, and then, if necessary and applicable, we can facilitate conversations with the seller to help resolve the issue. As mentioned, during our initial opening months, we won't be processing any returns, so direct contact with us is crucial for any product issues.

Can buyers leave reviews or ratings for products/sellers?

Yes, absolutely! We encourage you to share your experience. You can leave reviews and ratings for products directly on each product page in the dedicated "Ratings" section. Your feedback helps other shoppers and supports our amazing brands!

Placing an Order:

Ready to shop? You can either create an account or proceed using our convenient guest checkout. Creating an Anina account has awesome perks, like saving all your marketplace activity (including personality test results and scrolling activity) to your profile. Plus, it makes future purchases a breeze by securely saving your billing and shipping information!

Keep in mind: All orders are subject to acceptance and availability. By placing an order, you confirm that you are at least 18 years old, that all details you provide to ANINA are true and accurate, that you are an authorized user of the credit or debit card used to place your order, and that you have sufficient funds to cover the order cost.

Order Confirmation

Once you've placed your order, we'll immediately send an acknowledgement to the email address you provided at checkout. This email acts as your invoice, complete with your order number and all the relevant details.

Important Note: Important Note: This initial email is just a confirmation that we've received your order, not an acceptance of it.

Order Processing

Once your order is placed, please allow a standard processing time of up to 2 business days before your order is shipped out. Remember, this is an average time and can vary based on the brand's location, their specific processing time, and when you placed your order. Also, please account for holidays and weekends!

Modifying or Cancelling Your Order

You can modify or cancel an order whether you have an Anina account or used guest checkout, as long as the order hasn't been packed or shipped yet, or as otherwise permitted by applicable consumer protection laws.

To modify or cancel your order, please send us a message to anina00@gmail.com. If possible, include your order number. We recommend doing this on the same day you placed the order for the best chance of success!

Checking Your Order Status

To verify your order's status, simply check the email updates we send to your registered email address each time your order's status changes. Please make sure to save these emails for any questions or concerns!

Here are the definitions of each stage your order might be in:

• Order Placed:: You've successfully placed an order, and it's being prepared for shipment.
• Order Shipped:: The brand has packaged your order, and it now has a tracking number.
• Order in Transit:: Your order is currently being handled by DHL Shipping Logistics and is on its way to you.
• Order Delivered:: Your order has been successfully delivered to the address you provided.