FREQUENTLY ANORAK’D QUESTIONS

We hear you, an Anorak likes nothing better than asking questions and finding answers! If you’re wondering about something Anorak related, check out our list of queries that crop up most often. If you don’t see what you’re looking for, email us directly at info@anorakonline.co.uk

ORDER QUESTIONS

Question: Can I cancel / amend my order after I’ve placed it?
Anorak: 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!

Question: My order is a gift, can I add a gift note and remove invoicing?
Anorak: 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.

Question: The item I received is faulty, what should I do?
Anorak: If you receive a faulty item, please email our customer service team with your order number using the email address above along with a photo of the faulty product and we can advise on next steps.

Question: I purchased an item on pre-order, when will it arrive?
Anorak: 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.

DISCOUNT QUESTIONS

Question: I signed up to the newsletter but I haven’t received my 15% off code? Anorak: Thank you for signing up, please check your junk mail folder as sometimes the code can get filtered through to here. If you’re still having problems, please email us.

Question: Why isn’t my discount code working?
Anorak: This can happen if you try and use a discount code on sale items or promotional items that already have a special price, such as our towel bundles. Also, it’s not possible to double dip and use two discount codes at the same time.

Question: Do you offer an NHS discount?

Anorak: We currently offer NHS staff 15% off all non-sale items on every order as a way of saying thank you for all the amazing work you are all doing. To qualify, please email a photo of your NHS ID to our customer service team who will be happy to help.

DELIVERY & RETURNS QUESTIONS

Question: My order hasn’t arrived, what should I do?
Anorak: Please first check with Royal Mail or the specific carrier who is delivering your order (you’ll receive tracking information via text, email or both as soon as an item is dispatched). It might also be worth checking with your neighbours. If it’s been a week and it’s not turned up, please contact us.

Question: Do you offer international shipping?
Anorak: Si, oui, ja (the answer’s yes)

Question: Will I have to pay customs charges on my international order?
Anorak: Orders being delivered internationally may attract import duty and local sales taxes that you will need to cover. We advise these costs are checked prior to placing your order as the rules vary by country. Unfortunately, we are not able to provide details, calculate or provide methods for these payments and they can not be pre-paid.

Question: Do you offer free returns?
Anorak: Unfortunately this is not something we are able to offer.

Question: Can I return confectionary items?
Anorak: We’re unable to offer refunds for any food or confectionery items due to health and safety.

Question: I’ve returned something, when will I get my refund?
Anorak: We politely ask you to wait 21 days from returning an item for the refund to show in your account before contacting us. If 21 days have passed, please do get in touch and we will sort it for you.

Question: Can I make an exchange?
Anorak: We can exchange items on a case by case scenario. Just put a note in your return package stating what you’d like to swap the item for and we will action this for you assuming the item is in stock. If the item is out of stock, or there is a price difference, we will get in touch with you via email upon receiving the return.

PRODUCT QUESTIONS

Question: Where can I find the size guide?
Anorak: Sizing information can be found here or on the relevant product page. If you have any further questions, just email us for a bit more guidance.

Question: Are Anorak sleeping bags suitable for my young child?
Anorak: We advise our sleeping bags are suitable for children aged six and above to sleep in. 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. Our sleeping bags can of course be unzipped and used as a floor mat for younger children to play, crawl or roll around on.

Question: What tog rating do our sleeping bags have?
Anorak: Our sleeping bags don’t carry an official tog rating, but they’re the equivalent of around 7.5 tog bedding. We describe them as a leisure, spring / summer sleeping bag – perfect for camping in warmer weather or cosy winter nights indoors on the sofa.

Question: How can I care for my Anorak knitwear?
Anorak: Anorak knitwear can contain wool, a material prone to pilling and bobbling. Check the specific product page for its fabric composition. You can help prevent pilling 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.
Washing with similar items and not overloading your washing machine as this can damage the fibres.
Air drying not tumble drying as heat and friction will damage the fibres and cause pilling.
Using a pilling comb to remove any bobbles

SUSTAINABILITY QUESTIONS

Question: How sustainable are Anorak products?
Anorak: You can read about our sustainability journey here.

Question: Where do we manufacture our goods?
Anorak: We are currently working with ethical and audited factories in China, India, Portugal 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.

Question: I’m holding a charity event, will Anorak donate a prize?
Anorak: We receive a great deal of requests of this nature and judge them on a case by case scenario. We are most likely to support if your charity or community event is local to us in SE London or particularly relevent to our own brand values such us supporting the environment and wildlife.

Question: How do I unsubscribe from your newsletter?
Anorak: 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 and ask us to unsubscribe you. Just so you know, we suppress your email from future correspondence rather than deleting it. If we delete your details fully from the database, we would not be able to guarantee you would not receive any future mailings from Anorak should we receive your email again from a third party.