Order & Customer Account

You would like to know how you can find a product in the Ana Alcazar online shop most effectively or how you can cancel your order? Here you will find answers for all the questions regarding order and registration at the Ana Alcazar Onlineshop.

How do I find a certain product?

The main search in the Ana Alcazar online shop can be found on the top right of every page, right next to the shopping cart.

Our search reacts to various different search parameters: all the product details are checked for your search entries. Simply type in the search entry into the search box and the relevant results will be indicated automatically.

Popular parameters are for example product name (e.g.: Zylena), product number (e.g.: h15.044412.1970), colour (e.g.: red), size (e.g.: 16), occasion (e.g. wedding) or a combination (e.g.: black evening dress).

Filter possibilities in the categories

Furthermore you have the possibility in the single categories of the main menu (e.g. dresses or jackets) to filter the products according to various different parameters.


Filtering possibilities are design (e.g.: flowers or leopard), colour (e.g.: colourful or petrol), size (e.g.: 10) and price (via price range limiter).

You are looking for one special piece of clothing but you cannot find it in our store?

First check your search entry. Maybe the dress is listed in another category than you expected? If this doesn’t work, please feel free to get in touch with our customer service at +49 (0)89-4111 997 77 or write us an email at service@a-n-a.com.

How do I order from the Ana Alcazar online shop?

First of all you can non-bindingly look at our complete range of products with all the different details. If anything is not quite clear as for sizes at Ana Alcazar, our size advisor can help.

As soon as you have chosen a certain product, select the right size and put the piece of clothing in your personal shopping cart with the button “add to cart”. Then you can either continue your shopping experience or look at your shopping cart and begin with the payment procedure. Find more information concerning our modes of payment and possible returns here.

To complete your order, you then have three possibilities:

  • Order without registration
  • Order with registration (create a personal customer account)
  • Order as a registered customer (with already existing login data)

Do I need a customer account so I can order from Ana Alcazar?

No, you don’t. If you don’t want to create a personal customer account, simply choose ORDER WITHOUT REGISTRATION as your first step of the order.

After that you will be lead through the complete ordering process without registration. All of the possible modes of payment for your country of destination and the encrypted transfer of your personal data are of course guaranteed.

 

How do I create a customer account?

In order to create a customer account at Ana Alcazar, a quick registration is necessary. The only thing you have to do in your ordering process is to click on the middle section “CREATE PERSONAL CUSTOMER ACCOUNT”.

If you would like to create a customer account without ordering anything, e.g. if you want to use the memo list function, simply click on “REGISTRATION” on the top right. Then the same screen will appear, just like the one when you are ordering.

Then please fill in all the boxes indicated with a * on the registration page truthfully and choose a secure password. Of course we follow the most recent data security laws and we don’t hand over your data to anyone else.

After your registration you will receive an email with your personal login data as well as an unlock-link that activates your customer account. Click on the link or copy it into your browser line in order to confirm your registration.

Now your personal customer account is created and you can immediately log in to your account here.

Please note:
Please make sure to indicate your delivery address if it differs from your invoice address. Otherwise we will use the invoice address as delivery address.

Your advantage:
If you create a personal customer account, you will have the following advantages:

  • Administration of delivery addresses
  • Check the ordering status
  • Clear ordering history
  • Personal memo list
  • Personal wish list
  • Newsletter administration
  • Special offers and discounts

What happens after I have ordered?

After the ordering process is completed, you will receive an order confirmation from Ana Alcazar via email, where you can see all your ordered products once more. You will also receive your order number in this email. If you have any further questions concerning your order, we would be very grateful if you could indicate this order number, when you give us a call or write us an email.

Furthermore we will also write you an email as soon as your parcel leaves our house and gets handed over to our logistics partner. In this email you will also find your tracking number that enables you to follow every step of your parcel on the way to you. How? You can find further information concerning the tracking and tracing of your order here.

How can I delete my customer account?

Deleting your customer account is always possible and can be implemented by writing a short informal message to service@a-n-a.com.

Please note:
By deleting your customer account, you will not have any access to orders already made or invoices already paid for. In addition to that you will lose all the saved data that cannot be restored by Ana Alcazar after having been deleted.

How do I cancel a product or my whole order?

Because best customer service and a quick ordering process are a top priority for us, we usually process your order within a couple of hours. Hence, a cancellation of your whole order or of single products in your personal login section is unfortunately not possible.

You do however have the possibility to cancel your order during our office hours (Monday to Friday 10am – 5pm / Friday 10pm – 2 pm) on the telephone at +49 (0)89 4111 997 77.

Please note:
A cancellation on the telephone has to be made on the same day as the order.

What can I do, if the desired piece is not available in my size anymore?

Everyone knows that terrible situation! You have just found the dress of your dreams but the right size is unfortunately already sold out. What can you do? In this case we can offer the Ana Alcazar waiting list to our customers. On each product detail page, you can find a pull-down-arrow next to the product headline. As soon as you click on it, a little menu opens.

Now click on the button „waiting list“ and fill in the form with your name, email address and your desired size. If the piece is available in your size again, you will receive an email from us. The waiting list has a duration of 14 days. After this period of time has expired the transmitted data is irrevocably erased.