FAQ

1. How long does it take for me to get my order? 

Orders take around 3-5 business days to create, package, and be shipped out. After that, we hand it over to Fedex, who will deliver it to you within 4-12 business days. 

2. Is there a tracking number for my order? 

Yes, please contact support@anetteprs.com and we will provide you with one. :)

3. I wrote an email, when can I expect a response? 

Between 1-4 days. Please be sure that you email support@anetteprs.com, not any other email address. Thank you for your patience!

4. Why is there added tax at checkout if I’m from the EU?

As of July 2021, the European Union implemented new VAT rules for online sales to create a more unified ecommerce market. These rules affect how VAT is charged and reported when businesses like ours sell goods to customers in other EU countries.

Here’s how it affects your purchase:

1. EU-Wide Rules: When you buy products online from any EU country, including Estonia where we are based, the VAT rate of your own country applies if the seller exceeds a certain sales threshold across the EU.
2. One Stop Shop (OSS) System: To simplify the process, businesses now use a system called the One Stop Shop (OSS). This allows us to charge you the VAT rate specific to your country and then report and pay this tax to our local tax authorities, which in turn, distribute it to your country.
3. Why Your Country’s VAT Rate is Charged: Under these new EU regulations, we are required to charge the VAT rate of the customer’s country of residence once our total sales exceed €10,000 annually across the EU. This is why you see a charge for VAT based on the rate set by your country, rather than Estonia’s rate.
4. No Extra Costs: It’s important to note that this doesn't result in additional costs to you. The total amount remains the same as it would if you were shopping in your home country.

5. An item arrived damaged, how do I proceed?

Please send an email to support@anetteprs.com along with a photo of the damages, so that we could help you further! 

6. Do you offer wholesale prices?

Yes absolutely! Please email me at anetteprs@gmail.com (business inquiries only) specifying the item(s) and quantity you are looking to purchase!

7. Where are the items shipped from?

Prints, calendar, shrines, ornaments, statues, necklaces, stickers & bookmarks are shipped from Estonia.

Umbrella, stained glass, oracle, ceramics are shipped from our warehouse in China. 

Shirts, hoodies, totebags come from our warehouse in the US & Germany. 

8. I havent received my item!

Please email us at support@anetteprs.com and we’ll look into this to have it solved as quickly as possible!