FAQ
Can I shop online outside of my location of residence?
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If you are shopping in a different location to where you would like your items delivered, you can always change this at the delivery option. Please note that all the prices, delivery times and delivery charges will be adjusted depending on the destination you would like your items shipped to.
How will my parcel be delivered, and how long does delivery take?
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We will deliver your parcel within 3-7 business days nationally and 7 - 14 days for international delivery, not excluding customs processing times. During high season, Sale and major world event/s, delivery might take a little longer. Please note that A | M is not responsible for any additional time incurred while your parcel is held at Customs.
Shipments from all of our studio are delivery duty unpaid. Therefore, any and all customs or import duties are charged once the parcel reaches its destination country.
If any, these charges must be paid by the customers, especially if you choose Express shipping for your order.
Please note that according to customs regulations, Anissa Mpungwe Atelier, cannot declare purchased items as gifts or list an amount lower than the actual product price.
How do I track the status of my order?
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While your order is being packed and processed, you’ll see ‘In Progress’ in your Order History. Once your order has been shipped, we will send a shipping confirmation email to let you know. This will include a tracking link for your parcel, so you can follow its progress from us to you.
Can I make any changes to my order now it has been placed?
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We start to process your order as soon as you place it so that you receive your items as quickly as possible. This means that if you change your mind or realise that you have made a mistake after placing your order, there is a very limited time-frame in which you can amend or cancel it. So, if you have any questions about an order you have placed or would like to make any changes, please contact the A | M Customer Service team immediately.
Unfortunately, if your order has already been shipped from our studio before you can cancel or change it, you will have to return the parcel to us at your own cost, to which you'll receive a credit note.
What payment options do you offer?
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You can choose to pay using MasterCard, VISA, VISA Electron, scan Bar-code (if applicable) or us Mobile Money.
Where do I add my discount code?
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On the Shopping Bag page, you’ll see ‘Promotion code’ or " Discount code" under Order Summary. You can enter the code here before proceeding to Checkout. If the code isn’t working, please check it has been spelled correctly and no extra spaces or characters have been added.
Do you offer discounts or Black Friday deals?
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Yes, we offer discounts during sale periods and one-off promotions. Please sign up to our newsletter to be the first to know.
Refunds & Returns
How do I make a return?
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We hope you will love everything that you order from us but if something isn’t quite right, you have 14 days to send it back to us. Once your return has been received and processed, you’ll be sent a confirmation email to let you know. Please note that we do not offer an exchange service. Customers take full liability for all return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes.
How long does my return and refund take?
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Returns should take approximately 14- 28 days to reach our studio and be processed for a credit note. Once this has been done, you’ll receive a credit note confirmation email to let you know. If you haven’t received confirmation after 14- 28 days, please contact customer service, hello@anissampungwe.com with your proof of return and a list of the items returned.
My Account
How do I unlock my account?
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If you have forgotten your password or have been locked out of your account, you can request a reset. If you need any further assistance, please email hello@anissampungwe.com.
Quality & Size
How do I know which size to order?
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You can find our full size guide online here which includes a size conversion chart, measurements per size and information on how to compare your measurements.
What quality can I expect from A | M products?
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Quality is very important to us. Traditional methods and new techniques merge to form timeless, understated collections. With the right care, we expect our pieces to remain a part of your wardrobe for years.
When will my order arrive?
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Once we have received your order, we will deliver your parcel within 3-7 business days nationally and 7 - 14 days for international delivery, not excluding customs processing times We will keep you updated as much as possible – just click on your account and you can track your parcel from there. If there are any problems, don’t hesitate to contact us, hello@anissampungwe.com.
When I send a return or exchange back to you, how long will it take?
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Once you have posted your return or exchange back to us it can take up to 21 days to reach our studio – when it arrives we’ll make sure to send you an email. The refund or exchange will then be arranged for you. We always try to be as fast as possible, but during busy periods it may take a little longer!
When will Anissa Mpungwe Atelier Pop Up be coming to my town?
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We may not be with you yet, but we are always looking for new and exciting places to explore! To be the first to know about where we are opening next, please follow us on our social media pages or sign up to our newsletter.
The item I have seen has sold out. Will you be getting more in?
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We always try to re-stock our popular styles to give you the best possible selection of timeless, functional and considered garments for the season. We also offer classics in new colours, shapes and fabrics – so please keep your eye out! If there is a particular garment you would like to inquire about, please contact us, hello@anissampungwe.com.
How do I find out more about the garment I want to buy?
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We know how important it is for a garment to fit properly and feel right, so we take time to explain a garment’s fit, style and material on each item’s page. If you do have any other questions relating to fit, materials or want specific measurements, please contact hello@anissampungwe.com who will be happy to advise you. If we don’t have the information to hand, we’ll be sure to get back to you as soon as possible.
I am trying to access your website but there is a problem. Can you help?
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We know that it can be frustrating when you can’t view a website properly. If you are having trouble, we have a few things that you can try. The first thing is to make sure that you have the most up-to-date browser. The other is to clear your cookies – this can be done through your internet options. If it still isn’t working, don’t hesitate to contact us via email or Instagram Direct Message.
Are there opportunities to blog for Anissa Mpungwe Atelier?
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It’s always great to hear from people who are inspired by the pieces we create. If you would like more information about who we are and what we value please contact us by emailing hello@anissampungwe.com.