Here you will find frequently asked questions and answers on everything related to your account and ordering with us at ancytree.com. If you can't find the answer to your question here, please contact our customer service.
Usually, an order confirmation is sent to the email address registered when ordering as soon as you have completed your order. Feel free to check your spam folder, sometimes it can end up there. If you still haven't received your order confirmation, please contact customer Services and we will help you.
We try to manufacture your product as soon as possible, which means you may not be able to edit, cancel or stop your order if the product has started to be manufactured. To check if your order can still be edited or canceled, log in to your account and go to your order history. If it is no longer possible to cancel, your order has started to be manufactured and no further changes can be made.
Should you enter the wrong delivery address, your order will automatically be returned to us from your place of delivery.
We try to manufacture your product as soon as possible. Your order will be sent as soon as your order has been packed and you will receive a confirmation from us when your order leaves our warehouse.
We try to manufacture your product as soon as possible, which means you may not be able to edit, cancel or stop your order if the product has started to be manufactured. To check if your order can still be edited or canceled, log in to your account and go to your order history. If it is no longer possible to cancel, your order has started to be manufactured and no further changes can be made.
We try to manufacture your product as soon as possible, which means you may not be able to edit, cancel or stop your order if the product has started to be manufactured. To check if your order can still be edited or canceled, log in to your account and go to your order history. If it is no longer possible to cancel, your order has started to be manufactured and no further changes can be made.
We always try to deliver your order as soon as possible, but there is always a process time for reviewing and manufacturing your product.
The estimated delivery time for standard delivery is up to 5 working days.
You can also choose special delivery when you place your order.
Priority delivery: up to 4 working days (surcharge)
Express delivery: 1-2 working days (surcharge)
In standard delivery, shipping is included in the total price of your product. You can choose to add priority or express delivery at an additional cost.
We deliver to around 140 countries in Europe, Asia, Africa, North America, Latin America, Australia and Oceania.
We also deliver to Norway, but then the person ordering the goods must be a Norwegian company or a Norwegian private person.
All deliveries are shipped with DHL
Yes, you can choose to have your delivery to a different address when you place your order.
Any custum duties are paid/handled by the recipient.
You can easily follow the process of your order in "Orders", where you can see if your order is confirmed, sent and delivered. When your order is sent from us, you will also receive a confirmation that your order is packed and on its way to you.
When your order is shipped, you will receive a link to your registered email address, where you can track your shipment and you can check the order status on your page on app.ancytree.com .
If your parcel has not arrived on time, please contact Customer Services and we will look into your delivery.
If you received the wrong package, contact DHL.
If we have sent you the wrong product, it is important that you contact customer service as soon as possible so that we can help you.
If you choose not to accept your delivery or do not collect your order, the product will be returned to us.
The product is customized according to the customer's wishes and therefore you will be charged for the product even if you do not collect the package.
If you want us to reship the product, additional shipping costs will be added. Please contact customer service for more information.
When you order small quantities or smaller shipments, it may sometimes happen that the machine prints more copies than you have ordered. In such cases, we consider this as a gift from us to you.
We offer card payments, PayPal, and Klarna.
Pay by card - We accept VISA and MasterCard.
Pay with Klarna - Pay immediately, later or a little from time to time. With Klarna, you can pay in the way that suits you best. And in addition, you always get Klarna’s buyer protection.
Check that the information you provide is correct and complete. Read more atKlarnaor contact their customer service if you have any questions.
Each country has its own VAT rate; if you are not sure which one applies to your country, contact the VAT and tax office in your country.
Right of withdrawal does not apply to specially adapted products
Our system requires you as the customer to approve the design and layout before completing your order. We reserve the right not to offer a right of withdrawal for products that are manufactured according to the customer’s design and products that are adapted to the customer’s wishes.
Read more about our terms and conditions here.
We pack each product with care to ensure that it is not damaged during transportation. If, despite this, you have received a broken or damaged product, please contact customer service. For faster service contact us by email and attach a picture of the damaged product.
We are sad to hear that you are unhappy with your delivery. You are welcome to contact customer service and tell us why you are dissatisfied, and we will try to help you in the best possible way.
Enter your discount code in the shopping cart by clicking on the "Add promotional code" button. Please note that discount codes usually do not apply to already discounted products.
When you enter a discount code, the deducted discount will appear in the summary before you complete your order. If the discount code does not work, it may be a code that is not current or valid. Check that you have entered the correct code. If you have checked the above and it is a valid code and you have entered the code correctly but it still doesn't work, contact customer services.
We have designed our system to give you maximum flexibility when it comes to discount codes. If you already have a discount code and then enter a new code with a better percentage, the system will automatically give you the higher discount. It is not possible to delete an already entered discount code. To avoid confusion, a red warning text will be displayed if you try to enter a code with a worse percentage than the one already present.
Do you have problems or further questions? Contact our customer service. We are here to help you!
You can erase information or delete your account yourself on "My profile", otherwise you are welcome to contact customer services if you have any questions.
You can read how we process your personal data and your rights in our privacy policy.
At the bottom of our newsletter there is a link to unsubscribe, you can also log in to your account to unsubscribe from our newsletter.
Log in to your account, you will find your previous orders under the "Orders" tab.
You can change your password for security reasons and reset it if you have forgotten it.
If you have forgotten your password, click on "Forgot password" when logging in and then enter the e-mail address you previously used for registration. An email will then be sent to you with instructions on how to reset your password.
If you wish to change your password for security reasons, you can do so easily via "My profile".
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