SHIPPING AND ORDERING
WHAT ARE YOUR SHIPPING FEES?
We ship via FedEx within the continental US. Available shipping options include Ground, Two-day, Overnight, and Same day. For an estimate, please enter the necessary address during the checkout process.
DOES ANNA OFFER EXPEDITED FABRICATION OF YOUR PRODUCTS?
Yes! Call us at +1(212)-675-4330 for further information.
Can I have my purchase within a 24-hour window?
Please call our customer service at +1(212)-675-4330 (open during our regular business hours) or write us an email at email@example.com. Our team would be delighted to assist you! A fee of 30€ is required for this service.
I LIVE OUTSIDE THE CONTINENTAL USA. DO YOU ALSO SHIP INTERNATIONALLY?
If your country of residence is listed upon entering your shipping information during order processing, please select the correct option. If your country is unlisted, please contact us at firstname.lastname@example.org and we will confirm the shipping and handling fees.
I AM UNABLE TO ORDER ONLINE AS THE WEBSITE KEEPS CRASHING, LAGS, OR REFUSES TO LOAD. WHAT SHOULD I DO?
Please call our customer service at +1(212)-675-4330 (open during our regular business hours) or write us an email at email@example.com. Every order can be processed via telephone or email.
MY ORDER HASN’T ARRIVED YET. WHAT SHOULD I DO?
Please contact FedEx (0800 123 800) and provide them with your order’s tracking number (you will have received this via text or e-mail). A new shipping date can then be arranged. If the package was sent to the incorrect address, please call us at +1(212)-675-4330 (open during our regular business hours) or send us an e-mail at firstname.lastname@example.org.
MY COUNTRY IS UNLISTED AS A SHIPPING OPTION AT THE ONLINE SHOP. WHAT SHOULD I DO?
Please call our customer service at +1(212)-675-4330 (open during our regular business hours) or write us an email at email@example.com. Our team is happy to help!
IS A RECEIPT SENT WITH THE ORDER?
All receipts are sent via e-mail and do not accompany any orders.
REPAIRS AND RETURNS
WHAT ARE YOUR REPAIR FEES?
Damaged wristband replacement / standard wristband replacement: $5 (Additional costs are calculated for missing beads and crimps: silver crimp beads at $5 each, silver clasps at $5, rose gold crimp beads at $10 each, rose gold clasps at $20).
Damaged necklace / bracelet: Laser, $15/laser point.
Discolored plates: Plate polishing for smaller products without rhodium $5, with rhodium $25.
Diamond replacement: between $40-$60, depending on the carat.
HOW LONG WILL IT TAKE FOR MY ORDER TO SHIP?
Most orders ship within 24 hours from the order date. Orders may be subject to verification and approval prior to shipping resulting in a 48-hour shipping and handling process. Please note we do not ship on Saturdays, Sundays, or holidays. Although we do everything possible to ensure your order arrives on time, ANNA IJ cannot be held responsible for conditions beyond our control such as inclement weather, service interruptions, etc.
THE COLOR OF MY PLATE IS FADED/TARNISHED. WHAT CAN I DO?
We always recommend our customers not to wear our jewelry in the thermal baths (due to the sulfur content in the air) and also not to keep our jewelry kept in a closed box for long periods. These two factors lead to the tarnishing/fading of the plates. Should this happen, we will gladly polish or rhodinate your plates like new for you. Please, send us your piece of jewelry via mail. Our quality manager will take a closer look at it and will send you a bill accordingly via e-mail. It takes approximately 10 workdays to polish and rhodinate.
HOW DO I RETURN AN ORDER?
Apart from custom-made orders, ANNA products can be returned or exchanged for a refund in their respective country of purchase provided this is done within a 14-day period. ANNA products can be exchanged or returned without conditions for store credit. Customers returning orders are responsible for shipping fees incurred during the return process. No return-labels are included with the package.
I WOULD LIKE TO FILE A PRODUCT COMPLAINT. HOW CAN I PROCEED?
Please contact us by writing an e-mail to firstname.lastname@example.org. Often times the product must be inspected by our quality management team. Therefore, we kindly as you send your defective product and contact information to:
825 Washington Street
New York, NY 10014
Once the order has been received, we will contact you with further information.
I ORDERED THE WRONG SIZE. WHAT CAN I DO?
Provided you return the product within a 14-day period, you may exchange your order without issue. Please be aware that the customer bears the responsibility of any shipping costs incurred in the return or exchange process. No return-label is included in the package.
I HAVE LOST ONE OF MY EARRINGS. CAN IT BE REPLACED INDIVIDUALLY?
We would be happy to replace the single earring for you. Please allow a window of five to six weeks until you receive the replacement.
AM I ENTITLED TO A FULL REFUND?
All orders are refunded in the form of store credit.
I HAVE RETURNED MY ORDER, BUT HAVE NOT HEARD ANYTHING SINCE.
Please call our customer service at +1(212)-675-4330 (open during our regular business hours) or write us an email at email@example.com and let us know when you shipped out your return.
DOES MY RETURN REQUIRE INSURANCE?
We recommend all returns be insured and traceable. Traceable methods allow for a tracking number that can provide you with updates of your order status.
I’VE LOST ONE OR MORE DIAMONDS FROM ONE OF MY ANNA PIECES.
Unfortunately, there is no tested method to ensure the loss of diamonds does not occur. A good example are the diamonds that accompany our ETERNITY RINGS, which are held together by four prongs. The size of the gem determines the strength and stability of these prongs.
Delicate rings with small diamonds are far more sensitive than the stable settings of larger diamonds. ANNA easily replaces lost stones and bears the cost of all expenses incurred concerning the diamond itself. Our customers are solely responsible for an insertion fee, which costs approx. 40.00-50.00$ for each diamond depending on the ring and size of the diamond(s) in question. Shipping costs, however, are not included.
We are intent on providing the best customer service available. As such, each item undergoing repair is sent to and recrafted at our headquarters in Vienna. All repairs are in the capable hands of our competent goldsmiths in the heart of the city, and therefore require a restoration window of four to six weeks.
Please address shipments to:
825 Washington Street
1New York, NY 10014
Standard repairs are processed individually. Therefore, we kindly ask you to send a request using our contact form.