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Terms & Conditions

This website is operated by Anhela . Throughout the site, the terms “we”, “us” and “our” refer to Anhela. Anhela offers this website, including all information, tools and Services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any Services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and Services to you.

Anhela is registered at the Rotterdam Chamber of Commerce with registration number: 77313933. VAT number: NL003180760B67 E-mail: Anhela office by appointment only, after which the address will be disclosed.

Clause 1. General   

1.1 The General Terms and Conditions of Anhela apply to all offers, products, orders, agreements and deliveries of Anhela. By ordering an item you agree to these conditions, please read through them carefully before placing an order. If you have any queries relating to these conditions, please contact us at

1.2 We reserve the right to refuse Service to anyone for any reason at any time.

You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the Service is provided, without express written permission by us.

Clause 2. Agreement and Order   

2.1 The agreement becomes binding at the time you place your order. Anhela will process your order after you have paid. Until that time, Anhela will remain the full owner of the product(s).  

2.2 Once your order is processed you will receive a confirmation email confirming that your payment is accepted along with the details of your order. If you need an invoice including VAT please email to

2.3 All images and specifications are for indicative purposes only and the product you receive may differ from the product in the picture. If a product does not meet your expectations you can contact us with an inquiry at

Clause 3. Payment and Payment Methods   

3.1 You can choose from the following secure payment methods: Ideal, Klarna, PayPal and Credit card; Mastercard & VISA.

3.2 Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

For example, if Anhela posts, accidentally, an incorrect price on the website – and the pricing shown is an evident mistake on our behalf – we reserve the right to amend the pricing accordingly to reflect the actual value of the item. This will result in you being entitled to receive your money back for the incorrectly shown price or be requested to transfer the outstanding amount in order to pay the correct price.

3.3 All product prices shown on include taxes – VAT and import duties – but exclude shipping costs. 

3.4 All your credit card information such as credit card number, expiration date etc. are automatically transferred via an encrypted secure system to the payment service provider without Anhela or others having access to the data. If you pay with Visa or Mastercard additional protection is provided by special authentication methods (Verified by Visa or Mastercard Secure Code).

3.5 Prices for our products are subject to change without notice. We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time. We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

3.6 We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

Clause 4. Shipping and Delivery

4.1 Anhela ships packages using multiple courier services including but not limited to: PostNL, Homerr, DHL, DPD and Budbee.

4.2 If attributable to the customer, resulting in the package not being delivered (for instance, due to providing an incorrect delivery address or not picking up the package in a timely manner at the pickup point after the courier has attempted delivery), and the package is subsequently returned to the Anhela depot, any additional costs for returning the package to Anhela and/or resending it to the customer, upon confirmation from the customer, will be charged to the customer.


(a) Nature of Products: Anhela primarily trades in handcrafted goods, necessitating specific production and delivery timelines.

(b) Production Cycle: Anhela operates on an on-demand production cycle, excluding readily available stock. There are two categories of collections:

  • In-stock Collection: Products readily available for dispatch. These will be announced in so-called 'drops' in which we drop a new in-stock collection whenever we have that available.
  • On-demand Collection: Products produced based on order accumulation. Anhela shall specify a commencement date for each such cycle, during which orders are aggregated. Upon cycle conclusion, products are crafted, then shipped to The Netherlands for onward delivery to customers. 

(c) Processing Time: Upon the arrival of products in The Netherlands, Anhela requires a separate processing period of approximately five (5) business days to dispatch individual orders. Anhela will notify customers with a tracking number upon dispatch. While Anhela aims for a five (5) business day delivery post-dispatch, it bears no liability for postal service-related delays.

(d) In-stock Items Delivery: Orders for in-stock items shall be dispatched within one (1) to three (3) business days from the order placement, excluding weekends and local holidays. Peak seasons might influence these timelines.

(e) On-demand Items Delivery: The delivery schedule for on-demand items, or pre-ordered items, shall be in accordance with the timeline specified on the website or in the order confirmation email. If, for instance, an 8-week cycle begins on October 1, the cycle concludes on December 1, with anticipated delivery in the first week of December, contingent on orders placed within this window. Given the bespoke nature of these items, requests for expedited production or delivery cannot be accommodated. However, some on-demand items take more time to be produced. We will try our best to keep you updated on the process, but can't be precise or exact about delivery. 

(f) Combined Orders: Should an order include multiple items with diverse pre-order dates, customers must note that in alignment with Anhela’s sustainability ethos, all items will be dispatched together once the last item is ready for shipment. Although individual delivery dates may vary, as indicated in the order confirmation, the entire order will be dispatched as per the latest provided delivery date.

Customers are advised to review these terms thoroughly and seek clarifications where necessary. Anhela remains committed to delivering quality handcrafted goods in the timelines stipulated.

4.4 Upon the conclusion of each production cycle, Anhela initiates shipping for the new collection. We value the uniqueness of handcrafted items, and the time it takes to produce them. The specific timelines for each collection will be transparently displayed on our website.

There are inherent challenges in the hand-made process, and shipping from Mexico to The Netherlands presents its own set of complexities. In the event Anhela determines there's a delay, modification, or inability to fulfill an order, and subsequently communicates this to the customer, we will promptly notify the customer. The customer will then be provided the option to either modify their order or receive a full refund.

After the product has been received by the customer, they retain the right to invoke their statutory reflection period.

For a deeper insight into our On-Demand process, we encourage customers to visit the on-demand page.

4.5 Up to and including the delivery Anhela bears the responsibility for the order. After the delivery of the order at the client’s door, the responsibility will be transferred to you.

4.6 In case of a missing package, even though the tracking link claims it was delivered, we advise you to check with the members of your household or neighbors to find out if they have received or seen your package. We also recommend you to check around your property as it is possible that the parcel was left there. Secondly, reach out to your local courier to confirm the delivery status.

If after all these checks you still cannot locate your package, please contact us at as soon as possible. We might need to start an official investigation with the courier within a month from the delivery date. We appreciate your patience as it could take a few weeks to get fully solved.

Please allow us time to review and investigate your request with our business partners. Be aware that due to general couriers policies, this may take from 8 to 10 days and can be longer based on seasonality.

4.7 If you order both in-stock and on-demand items, we send the entire order in one shipping. As all our company policies seek to embrace sustainability, we usually send the entire order in one go, to avoid the pollution caused by doing multiple shipments to the same place. If a customer orders multiple items, we send the full order once the last product is ready.  This means that, if your order contains both in stock and on-demand products – the shipping phase will start once all the products are available for shipment. For example, this means if you order an in-stock item together with an item that belongs to an on-demand collection with a production cycle of eight weeks (say 1st of October until 1st of December), you receive the full delivery after the production cycle (in the first week of December), see clause 4.3. 

However, if you prefer to receive your available items as soon as possible, we can request a partial shipment for you. We cannot always guarantee this action will be performed successfully, but we will do our best to make an exception for you and rearrange the order preparation, although it may take some time as this is out of our normal processes.

We do not encourage this procedure, as it is not sustainable and has a more negative impact on the environment, causing more pollution and waste. Nevertheless, if you want to proceed with the partial shipment, please contact us

4.8 After placing your order you will not be able to make any changes to your order. However, you might still be able to update your delivery address, but this will depend on the status of your order. Please email us at to provide the new and complete delivery address. The team will check if modification is still possible: 

  • If the order has not been prepared for shipment yet, we will update the delivery address as you have requested.
  • If the order is already being prepared for shipment: unfortunately, at this point, we will not be able to correct your delivery address. You will receive an email confirmation with the tracking number once the shipment starts, after which you can reach out to your local courier to provide the new address and arrange the delivery.

Clause 5. Approval period

Anhela strives that all customers are happy with their purchase. That’s why we provide as much information about the product as possible, so the customer can make a conscious purchase that matches our intention of shipping as little as possible. However, we advise you to check the quality and the quantity within fourteen days. If something is not correct please send an email to In this case, we will provide you with a return label.  

Clause 6. Returns & Exchanges

6.1 We hope that you are satisfied with your purchase but if for any reason you are not, please see the returns policy below:

For full price items: you have 14 days from the date you received your order to return the product(s) to us. We guarantee a refund if the product(s) are returned in perfect condition, in the original packaging. 

For items purchased with a promotion or on sale: you have 14 days from the date you received your order to return the product(s) to us. We guarantee a refund if the product(s) are returned in perfect condition, in the original packaging.  

For customized items: since these items are personalized just for you, it is not possible to return customized items.

6.2 How to return an item:

  1.  Please contact Anhela at to request a return form
  2.  Repack the goods together with the return form and the commercial invoice.
  3.  Drop the package off at a drop-off point.

6.3 Please note: You can return an item within 14 days from the moment you have started the return process. The return costs depend on the size of your delivery (costs will be borne by the customer). We strongly recommend you obtain proof of postage – if the product gets lost this is not our responsibility.

6.4 Refunds can only be made through the original payment method and will show in your account after 14 days of receipt. We will contact you via email once we have received and processed your return.

6. 5 Exchanges: Unfortunately, we do not offer exchanges. Should you wish to purchase a new item please return your unwanted goods to us for a refund and place a new order online at However, if you place an order and it turns out the artisan is, for whatever reason, not able to deliver the item, we will offer you a refund or matching product.

6.6 Damaged/Faulty Item: If the item you have purchased is damaged/faulty with a manufacturing fault, please contact us immediately, but at the very latest within 14 days at and send us a picture. We will make an already paid-for return label, returning the product to the address as mentioned above is not necessary. 

Clause 7. Warranty

7.1 After the 14-day period Anhela transfers the responsibility of the lasting quality of the products to the customer. We assume you take great care of your handcrafted product that has been produced with great care and needs equal treatment from the customer. If the quality of the product is not to your satisfaction, please send an e-mail to In this case, we will discuss if the product was faulty to begin with or that you’re eligible for a return after the return period (clause 6.4). The right of that final decision lies with Anhela only.

7.2 As an alternative, Anhela will provide you with a suitable solution, however, it is up to Anhela to decide which of the following options will be used.

  • If it is possible to repair the product we will repair it
  • If it is not possible to repair the product, we will provide you with a new item
  • If it is not possible to repair the product and we do not have it in stock anymore, we will offer you a refund.  

7.3 In case of a refund, the refund (including any shipping costs) will take place after receipt and inspection within 14 days.

7.4 If we repair or replace the item, this can take up to 14 days unless communicated otherwise. 

Clause 8. Copyright

The intellectual property rights of this website (, its source code, design, photographs, texts, navigation structure, databases and different contents are the property of the Service Provider, which is exclusively entitled to exercise the rights to their use in any manner, particularly the rights to reproduction, distribution, public communication and transformation.

Any use of all the contents of the website, especially the texts, design, works, brands, logos, source code and any other subject to protection is forbidden without the express authorization of its owners. Action shall be taken by the legitimate owners against any forbidden use. Furthermore, all the trade names, brands or distinctive signs on the website are protected by law.

Users may not use the contents of the website, taking them, reproducing them and  distributing them, or use them for commercial purposes or manipulate them and produce derivative work without having previously obtained the consent or authorization of the Service Provider.

Furthermore, any form of use, different to that indicated in the above paragraph, using any procedure, of all or part of the contents of this website shall constitute a  breach of the intellectual and/or industrial property rights of the Company or of the owner thereof, and could lead to the Service Provider taking any legal or extra-judicial action applicable in the exercising of its rights.

The information that Users may access via the website may also be protected by industrial or intellectual property rights or rights of any other type. Subsequently, the Service Provider shall under no circumstances be responsible for any breach by Users in relation to said rights.

Clause 9. Disputes

9.1 All legal relations are exclusively governed by Dutch law. Any dispute shall be brought before the competent court in Rotterdam.

9.2 Do you have a comment or tip please send an email to and we will contact you. By contacting Anhela and sending your input, you grant us the right to use your feedback in any way to improve our services and waive any right to compensation for making use thereof.

Clause 10. Limitation of liability

10.1 The Service Provider does not guarantee the non-existence of errors or interruptions in access to the website or to its contents, or that it is up to date. However, the Service Provider shall make every effort to solve any error, disconnection or lack of updating that may apply to the website.

10.2 Unauthorized access to and use of the website that may affect the information contained is the exclusive liability of the party doing as such. The Service Provider is, therefore, not liable for any consequences, damages or losses that may arise from said access or use by third parties.

10.3 The Service Provider is not liable for any security errors or damages that may arise as a result of:

  • The presence of a virus on users’ computers used to connect to the services and contents of the website.
  • Malfunctioning of the browser.
  • Use of old versions of the browser.

10.4 The Service Provider does not guarantee the absence of viruses or other elements in the contents that may alter the computer system (hardware and software), documents or files of users. 

10.5 By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

You must not transmit any worms or viruses or any code of a destructive nature.

A breach or violation of any of the Terms will result in an immediate termination of your Services.

10.5 Anhela is not liable for bodily harm, either direct or indirect, arising from the use of our products, or from products that come into contact with the user or third parties, whether intact or broken. This applies even in the event that the products have been resold or otherwise transferred to third parties.

10.7 Compensation: In the exceptional case that Anhela's liability is established by a competent court, the amount of any damages owed shall be limited to the sum paid out in the relevant case by Anhela’s business liability insurance.

10.8 Obligations of the Customer: Customers are obliged to use Anhela’s products in compliance with all applicable instructions, guidelines, and legal regulations. Any deviation from this may result in a forfeiture of any possible damage claims.

10.9 Duty to Notify: Customers are obliged to immediately notify Anhela of any incident or event that could lead to a liability claim and to provide all reasonable cooperation to Anhela and its insurers in investigating such incidents or events.

10.10 You agree to indemnify, defend and hold harmless Anhela Studio and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, Service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

Clause 11. Changes to Terms and Conditions

11.1 Anhela reserves the right to modify these terms and conditions at any time. Any changes will be effective immediately upon posting on the website. Your continued use of the website after any changes to the terms and conditions are posted will be considered acceptance of those changes.

11.2 It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the service following the posting of any changes to these terms and conditions constitutes acceptance of those changes.

Clause 12. User generated content and Collaborations

12.1 When you share your purchases on social media using the hashtag #anhelastory, or if you engage in a collaboration with us, you grant Anhela permission to reuse and share your content for our marketing and promotional purposes. By using the hashtag #anhelastory or engaging in a collaboration, you agree to allow Anhela Studio to use your content in our marketing materials, website, and social media channels.

12.2 If you have special requests to be featured or are interested in collaborating with Anhela, please reach out to us at We are always open to exploring new opportunities for collaboration and featuring members of our community.

12.3 If, at our request, you send certain specific submissions (for example contest entries) or without a request from us, you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion to be unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

Clause 13. Prohibited uses

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

Clause 14. Determination

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

Clause 15. Termination

15.1 The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

15.2 The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us and governs your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

Text Marketing & Notifications

Your right to privacy is important to us. You can see our Privacy Policy here to determine how we collect and use your personal information.

Terms and Conditions were last updated, and became effective, on 06-10-2023