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Customer Service


Contact Us

By email with the form below, by phone at +33 (0)1 55 28 34 40  or chat with us !

Shipping & Return

DELIVERY

Deliveries are ensure by DHL. You will receive an email with a tracking number that will allow you to follow the delivery status on www.dhl.com.

Our DHL carrier undertakes to carry out a maximum of 3 deliveries, between 9am and 6pm.

Applicable prices and delivery dates scheduled by the carrier during working days are as follow :
- France : 9€ (maximum delivery date : 2 days)
- EU : 15€ (maximum delivery date : 3 days)
- Rest of the World : 30€ (maximum delivery date : 6 days)

The maximum delivery time is 30 working days from the conclusion of the contract.

RETURN

The return will be at our charge : our customer service will send you by email a return filled label to print.

Then please contact DHL to set a pick-up date.

You have a 14 days period, from the reception of the item, to send back to us the item(s) in perfect condition and inside the original packaging.

After this period, we will not accept any returns.

FAQ

Shipping & Return

DELIVERY

Deliveries are ensure by DHL. You will receive an email with a tracking number that will allow you to follow the delivery status on www.dhl.com.

Our DHL carrier undertakes to carry out a maximum of 3 deliveries, between 9am and 6pm.

Applicable prices and delivery dates scheduled by the carrier during working days are as follow:
- France : 9€ (maximum delivery date : 2 days)
- EU : 15€ (maximum delivery date : 3 days)
- Rest of the World : 30€ (maximum delivery date : 6 days)

The maximum delivery time is 30 working days from the conclusion of the contract.

RETURN

The return will be at our charge: our customer service will send you by email a return filled label to print.

Then please contact DHL to set a pick-up date.

You have a 14 days period, from the reception of the item, to send back to us the item(s) in perfect condition and inside the original packaging.

After this period, we will not accept any returns.

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FAQ

Registration / Online account

Do I need to create an account to order?

Creating an account is not necessary to make an order. It only allows you to register your invoice and delivery addresses for further orders, as well as to check on your current and past orders.

How do I create an account?

At any moment by clicking on « My account » or when you confirm your cart, you will have access to the page which allows you to create an account. You will then receive an email confirming its activation and your password creation.

How do I modify my account information?

By clicking on « My account » you have access to your information and you can modify them.

To access your account, you need your password.

How do I delete my account?

Please contact our customer service on +33 (0)1 55 28 34 40, send us an email to estore@anetbrands.com or contact us on the site chat. All the information related to your account will be then deleted.

What do I do if I have forgotten my password or if my password does not work?

In case you lose or forget your password, you can create a new password by clicking on “Connection” then on « I lost my password ». You will then receive an email to create your new password.

 

Newsletter

By registering, will I automatically receive emails from you?

Once your account is registered, you will receive our newsletters.

By registering, will you pass my details on to any other companies?

We commit not to pass your details to any other companies.

 

Orders

How secure is your website?

We do our best to ensure the security of your buying and personal details.

How do I order?

  • select the product(s) you want and they will be automatically added to your shopping cart;
  • the shopping cart recaps all the selected products. By clicking on it, you can either finish your order or continue your shopping;
  • to finish your order, you have to accept our terms and conditions of sales to get to the registration of your personal details;
  • inform the delivery and invoice addresses, as well as a phone number for the delivery;
  • select the delivery method (according to the country)
  • select your method of payment (by credit card or Paybox);
  • you will be directed to the secured payment page;
  • you can go back to the previous steps at any time.

Can I cancel my order?

Yes. You may revoke your purchase, without any reason or penalty charge, within fourteen days from the reception of the goods by yourself or a third party of your choice, other than the delivery company. You can use your right of withdrawal from the moment you receive your order confirmation.

In case of a multiple goods order and different deliveries related, the period starts on the last item receiving.

You have to inform us about your withdrawal decision in writing by addressing us the below withdrawal form or any other way to clearly express you withdrawal will, before the period heretofore mentioned, to: A-NET EUROPE, 13, rue Béranger – 75003 PARIS France or by email to estore@tsumorichisato.com.

WITHDRAWAL FORM TEMPLATE

For the attention of A-NET EUROPE, 13, rue Béranger – 75003 PARIS, France

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following good(s):

Ordered on (*) / received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if noticed on this paper form):

Date:

(*) Delete as appropriate

Then you will have to send us back the article(s) within fourteen days after your withdrawal decision the latest.

The return shipment fees will be at your cost.

For the return, you have to carefully pack the articles in their origin wrap, in a perfect condition. The items will be shipped under your responsibility.

We will refund you the total amount of the good(s) subject of your withdrawal, including the delivery costs, through the same payment method you used when you purchased the article(s), within fourteen days after we receive them the latest.

Can I cancel an item from my order?

Yes. Go to “My cart” to delete the items you don’t want to purchase before finalizing your order.

You can also contact our customer service on +33 (0)1 55 28 34 40, send us an email to estore@anetbrands.com or contact us on the site chat to let us know which item you want to cancel. We’ll make sure it won’t be sent.

I don’t live in the EU, what taxes do I have to pay?

For deliveries out of the EU, you might have to pay for customs fees, local taxes fees, importation fees or government fees. DHL, as our freight broker, is allowed to proceed to the customs clearance and collect the possible fees owed for the custom rights, local taxes or importation rights.

My order did not go through but I think you have charged me.

If the payment of your order has not been confirmed by our secured payment system (e-transaction or PayPal), no money will be debited from your bank account. If in doubt, please contact our customer service on +33 (0)1 55 28 34 40, send us an email to estore@anetbrands.com or contact us on the site chat.

 

How do I know my order is confirmed?

Once your order is confirmed, you will receive an order confirmation email and a payment confirmation email (from e-transaction or Paypal). If you don’t receive it, please contact our customer service on +33 (0)1 55 28 34 40, send us an email to estore@anetbrands.com or contact us on the site chat.

How can I check the status of my order?

You just need to click on « My account » and select your order.

 

Payment

Is the payment secure?

Yes. We use the PCI-DSS certificate of Paybox platform and the secured system PayPal.

What forms of payment do you accept?

You can pay:

  • by credit card (Mastercard, Visa, CB, Amex) on e-transaction (Crédit Agricole online secured payment system)
  • by the secured payment system PayPal

My payment has been rejected, why?

It might be rejected for one of the below reasons:

  • your credit card has expired. Please check its expiration dates
  • you might have reached your credit card allowed amounf. Please check with your bank.
  • the information you entered are incorrect. Please check you correctly entered the information in the related fields.

 

Delivery

Which couriers do you use for your deliveries? How can I contact them?

The articles are shipped to the address specified during the order.

The geographic areas (countries) are specified when you choose the delivery country.

Deliveries are ensure by DHL or by courier for deliveries in Paris only.

As soon as the package is picked up by DHL from Tsumori Chisato, we will inform you the tracking number by email.

Thus you will be able to follow every step of the shipping just by enter your tracking number on www.dhl.com.

I didn’t received any package. What should I do?

Please contact our customer service on +33 (0)1 55 28 34 40, send us an email to estore@anetbrands.com or contact us on the site chat.

I received my package but one item is missing. What should I do?

Please contact our customer service as soon as possible (within 2 days) on +33 (0)1 55 28 34 40, send us an email to estore@anetbrands.com or contact us on the site chat.

I received an article that I didn’t order. What should I do?

Please contact our customer service as soon as possible (within 2 days) on +33 (0)1 55 28 34 40, send us an email to estore@anetbrands.com or contact us on the site chat.

I received a defective item. What should I do?

We only sell articles in perfect condition. If you receive a defective one, please contact our customer service as soon as possible (within 2 days) on +33 (0)1 55 28 34 40, send us an email to estore@anetbrands.com or contact us on the site chat.

The package is damaged. What should I do?

In case it’s damaged during the shipment, please contact DHL within 2 days after the delivery.

Will I be charged for customs and import fees?

For any deliveries out of European Union, customs fees, local taxes, importation rights or State taxes may be charged to you. DHL, as our forwarder, is responsible of customs clearance and may therefore ask you to pay the amount due to the customs and import fees authorities.

Have you well received my returned goods?

You will receive an email as soon as we receive your goods.

We remind you that the item(s) shall be returned to us in perfect condition and inside its original packaging. The items will be shipped under your responsibility.

How long will my order take to arrive?

The delivery periods planned by DHL are as below (in working days):

  • France: 2 days maximum
  • EU: 3 days maximum
  • Rest of the World: 6 days maximum

What happens if you deliver while I am out?

DHL delivers from 9am to 6pm and tries 3 times maximum. If the first delivery is unsuccessful, DHL will contact you to set a new delivery date.

Do you ship in PO Box addresses?

No, as we need a return receipt when the package is delivered.

Is it possible to change the delivery address after my order has been confirmed?

If your order is not on the delivery process yet, please quickly contact our customer service on +33 (0)1 55 28 34 40, send us an email to estore@anetbrands.com or contact us on the site chat.

 

Returns & refunds

What is your return policy?

For any claims, please contact our customer service on +33 (0)1 55 28 34 40, send us an email to estore@anetbrands.com or contact us on the site chat.

You have a 14 days period from the reception of the item to send it back to us.

As soon as we receive your article(s) in perfect condition, we will proceed to the repayment or exchange of it (them) with the same article in a different size and/or color of our choice, while stocks last.

If we don’t have the item(s) available, we will proceed to the full refund of the damaged or missing item(s).

Please note that the return of the item(s) will be at our charge: we will send you by email a DHL return filled label to print and then contact DHL to set a pick-up date.

How do I return an item to you?

The return is done under your responsibility by choosing the forwarder of your choice.

I returned my order, how long will my refund take?

Returns that are conform to the above mentioned will be reimbursed within fourteen (14) days from receiving the perfect condition item(s). Otherwise, the product will not be reimbursed.

 


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