Need help?
Here you will find what you need to know.
REGISTRATION
To proceed with registration at the ANA SOUSA online store, you just need to access the Login area, which is always present throughout the website.
Enter your email in the section Not a Registered Customer?, indicating that you wish to register. Then, fill in all the requested data so that you can enjoy the benefits of being a registered ANA SOUSA customer.
If you don't remember your password, you can always retrieve it from the Sign In menu. In the registered customer section, click on the expression Need Help?. On the next page, enter your email and your password will automatically be sent to the email indicated. If you still cannot recover your password, please contact our customer service
You can modify your personal data whenever you want (name, billing or delivery address, telephone number, etc.). When accessing the My Account menu, select the Personal Data tab and change the data previously provided. We remind you that you must update your personal data regularly to facilitate your future purchases.
ORDERS
Any order may be canceled before it is shipped. If you place an order and want to cancel it, you must first check the status of the order in the My Account area, in the Orders option.
If the order status says Registered, it means the order can still be cancelled. To do this, you must contact our Customer Service, via email at info@anasousa.com or by phone at 00 351 253 839 202, and request the cancellation of the order. If the cancellation request is successful, you will be notified by email of this decision and the cancellation will be processed without associated costs.
If the cancellation request is not possible because the order has already been shipped, the products will be shipped and, if you maintain your intention to cancel the order, you must activate the online store's return mechanisms. Upon confirmation of the return and receipt of the order at ANA SOUSA headquarters, the respective refund will be processed.
Orders for exclusive online products, manufactured to order and made to measure, cannot be canceled or returned, as the production process begins immediately upon receipt of the order. This type of item can only be returned if it is defective or non-conforming to the products ordered.
To make a purchase at the ANA SOUSA online store, simply follow the following steps:
Search the online store for the item/s you want. Click on QUICK LOOK to see all the details: additional images and product details, colors, available sizes and price.
You can also click on the product and view more complete information: ideal combinations, characteristics, comments, among others.
Select the item in the desired color and size and add it to your shopping cart. You can continue purchasing other items or view the basket and complete your order.
You can process the order as a registered or unregistered customer. We recommend registering at the ANA SOUSA online store so that you can benefit from all the advantages of belonging to the ANA SOUSA Universe.
Once you have entered your details and verified that all order details are correct, complete the order.
Choose the address where you want to receive your order, which may be different from the billing address. Check that the delivery and billing details are correct.
Select a payment method: Visa, Visa Electron, Mastercard, Paypal or Multibanco (method only available for orders delivered in Portugal) and fill in the requested details.
Click on the Pay option to complete the process.
You will be redirected to the order confirmation page with all the details. You will also receive an email confirming your order.
The prices of items from the ANA SOUSA collections are always the same in physical stores and in the online store.
However, if, for any reason, you notice a difference between the prices that appear in the online store and the prices marked on the item labels, the price indicated in the online store is always the valid and applicable price for online sales.
The Wish List is an area that allows Registered Customers to identify the products they wish to purchase. To add a new product, simply click on the <3 symbol in the general product listings or on the Add to Wish List link found on the product page, immediately below the Add to basket button.
Please note that placing a product on the Wish List does not imply any reservation of the item, therefore the respective item may be sold out.
If your order is confirmed, the probability of stock out is very, very small. However, in campaigns with high item volatility, stock failures may occur. In this case, you will immediately receive an email informing you which item(s) is missing, also confirming the refund of the amount paid. The amount will be refunded using the same payment method you used.
For orders paid by credit card or debit card, ANA SOUSA® charges the amount of your order on the date it is actually shipped. For orders paid through PayPal, the amount is debited from the account at the time of order confirmation. In either case, the amount payable will only be for the items that are shipped.
It is not possible to change an order after it has been completed. If, by mistake, you have ordered one or more items in a different color or size than you desired, please contact Customer Support via email at info@anasousa.com or by phone at 00 351 253 839 202.
If your order has already been delivered to the carrier, we will not be able to cancel it. In this case, you will have to receive the order and carry out an exchange or return process.
Contact our Customer Service via email at info@anasousa.com or phone 00 351 8253 39 202 and tell us the reference/model of the item you wish to purchase so that we can check stock availability. If the desired item is still available in the desired color/size, we will contact you immediately.
Yes. It may happen that an item is out of stock for one/two weeks and then there is a restock order for that model in stores again.
PAYMENT
The Card Verification Value or Card Verification Code (CVV or CVC) or Card Identification Code (CID) is a security guarantee for credit or debit transactions, providing greater protection against credit card fraud. The number is generated when the card is issued by encrypting the card number and expiration date, turning them into a key known only to the issuing bank. Providing this code in a transaction is intended to verify that the customer is physically in possession of the card.
We currently have the following payment methods: Visa, Visa Electron, Mastercard, Paypal and Multibanco. Payment by Multibanco is only available for orders delivered in Portugal. We do not have a cash on delivery payment option available.
The ANA SOUSA Online Store guarantees the highest level of security for each purchase. Data collection is carried out using the most technologically advanced coding systems (SSL). VeriSign and the ATW certificate are also used to ensure maximum protection of your data. Security during the payment process is guaranteed as all data is transmitted in SSL encrypted format.
For Visa and MasterCard payments, only SEC (Secure Electronic Trading) transactions will be accepted. After confirming that the card is part of the SEC system, a connection is established with the issuing bank so that it authorizes the customer to make the purchase. Once the bank confirms the authentication, the charge is made. Otherwise, the order will be cancelled.
Your credit card may be declined for one of the following reasons:
o The card has expired. Check your card's expiration date.
o The card limit has been reached. Consult your bank if the card has not exceeded the amount allowed to make your purchases.
o The data entered is not correct. Check that you have correctly filled in all required fields.
If the problem persists, you should contact your card issuing bank and report the problem.
SHIPPING
Yes. Simply access the My Account menu, in the Orders option, where you can view all the details of orders made using your account. Your order may be in one of the following states:
- Payment: we wait for payment to be confirmed in our system.
- Registered: payment for your order has been received in our system and is waiting for the warehouse to prepare the shipment of the order.
- In picking: the order is being prepared to be shipped.
- Separated: the order has been separated and is awaiting the issuance of the invoice/invoice to be dispatched.
- In Billing: your order is awaiting the issuance of an invoice/invoice to be dispatched.
- In transit: your order has been shipped and will be delivered within the deadline set out in the delivery conditions for your country. You will be able to receive your package and the status will still remain in transit. Please wait for it to move to Delivered status.
- Delivered: the order was delivered to the indicated address.
The invoice will be sent with your order.
However, you will be able to view the invoice(s) for your order(s) online if you made your purchase as a registered customer. Access the My Account area and, in the Orders option, you will find all orders placed online. To consult and obtain your invoice, simply click on the invoice PDF download option.
If you order more than one item, as a rule, you will only receive one order. If your order does not reach the minimum shipping limit, you will only pay shipping costs once. Shipping charges associated with your order will be billed per order.
However, ANA SOUSA reserves the right to split delivery of the order, for example, if part of the order is delayed or unavailable. If we split the order, the customer will be notified by email. For this purpose, the email address provided by the customer at the time of purchase will be used.
Shipping & Delivery
At Ana Sousa, we strive to provide a delivery experience that is simple, transparent, and tailored to each destination.
Mainland Portugal
Delivery within Mainland Portugal is free on orders of €100 or more.
For orders below this amount, a shipping fee of €4.10 will apply.
Portuguese Islands (Azores & Madeira)
Delivery to the Autonomous Regions of the Azores and Madeira is free on orders of €100 or more.
For orders below this amount, a shipping fee of €9.00 will apply.
Spain
Delivery to Spain is free on orders of €120 or more.
For orders below this amount, a shipping fee of €19.00 will apply.
European Union
For deliveries to European Union countries — including, but not limited to, Germany, Austria, Belgium, Denmark, Slovakia, Slovenia, Estonia, France, the Netherlands, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Poland, the Czech Republic, Sweden, as well as the Balearic and Canary Islands — a shipping fee of €19.00 applies.
Other European Countries
For other European destinations, including Croatia, Finland, Norway, Romania, and Bulgaria, a shipping fee of €21.10 applies.
Customs Information
Orders shipped to countries outside the European Union, or to destinations subject to specific customs and tax regulations, may be subject to import duties, taxes, or customs charges levied by the destination country.
These charges are not included in the order total and are the sole responsibility of the recipient.
Ana Sousa has no control over these charges and is unable to estimate them in advance.
Customs policies vary from country to country. We therefore recommend contacting your local customs authority for further information if required.
Where customs clearance procedures are necessary, delivery times may be extended beyond the estimated shipping timeframe.
Orders sent to countries outside the EU or with different customs and tax policies than most EU countries may be subject to taxes, customs duties and fees charged in the destination country (Import Taxes), the sole responsibility of the customer. When customs clearance procedures are necessary there may be a delay in relation to the estimated delivery time.
After your order is registered, payment is confirmed and all ordered parts are available, ANA SOUSA undertakes to ship it, according to the following delivery times:
In the case of deliveries to Portugal, orders will be sent by CTT Expresso and delivered from Monday to Friday during office hours, and it is not possible to pre-schedule deliveries. If there is no one to receive the order at the address provided, CTT Expresso will leave a notice for collection at the nearest CTT station. We recommend, however, that you indicate a delivery address where someone responsible for collecting the order is present (e.g. workplace).
In the case of deliveries to other countries, orders will be sent by UPS and delivered from Monday to Friday during business hours, making it impossible to pre-schedule deliveries. UPS will attempt to deliver your order for 2 consecutive business days, leaving a notification with each attempt, as well as a phone number in case you want to contact the carrier. After the second attempt, your order will be returned to our warehouse. In this case, we will contact you to schedule a new delivery (an option that may incur additional costs).
If you placed your order as a Registered Customer, please check the status of your order in the My Account area, in the Orders option. If your order status says Payment, Registered, or Picking, please contact Customer Service at info@anasousa.com so we can change the shipping address.
If the order is in Transit status, it will not be possible to change the delivery address.
If you placed the order as an unregistered customer, please contact Customer Service.
EXCHANGES / RETURNS
AAt Ana Sousa, each piece is created with attention to detail and finishing. However, we provide a simple, transparent returns and exchanges process in accordance with current legislation.
The customer has a period of 15 days from the date of receipt of the order to request a return or exchange of items, without needing to provide a reason, in accordance with applicable legislation.
Size exchange (special offer)
We offer the first size exchange free of charge, when it refers exclusively to the same item (model, color, and reference), subject to stock availability.
This condition applies only to orders shipped within mainland Portugal.
The request must be made through the customer area at anasousa.com, in the “My Orders” section.
The customer should select the order, choose the desired option (exchange or return), and follow the indicated steps.
After submitting the request, our customer support team will contact you to coordinate the pickup and the next steps.
It is not possible to exchange online orders in Ana Sousa physical stores.
All exchanges and returns must be processed through the customer area.
Whenever the customer wishes to return an item or exchange it for a different piece (different model, color, or reference), they may use our return service.
The cost of this service will be deducted from the refund amount or credit issued:
Mainland Portugal: €4.10
Azores and Madeira: €9.00
European Union: €19.00
Alternatively, the customer may choose to send the item via their own carrier, assuming the respective transport costs and responsibility.
To be accepted for return or exchange, items must:
Be in perfect condition;
Show no signs of use;
Retain original tags and packaging;
Not have been washed, altered, or adjusted.
Ana Sousa only sells items in perfect condition.
If you receive a defective or incorrect item, you should contact Customer Support via info@anasousa.com or by phone at +351 253 839 202 / +351 965 159 649.
After receipt and validation of the returned items, the refund will be processed using the same payment method used for the purchase.
The customer will be notified by email once the refund has been confirmed.
Refunds are not issued as store credit unless expressly stated otherwise.
In the event of a consumer dispute, the consumer may use the European Online Dispute Resolution platform:
https://webgate.ec.europa.eu/odr
More information about alternative dispute resolution entities is available at:
www.consumidor.pt