SHIPPING AND ORDERING
HOW HIGH ARE THE SHIPPING COSTS?
Within the United State we ship via FedEx.
Available shipping options are Ground, 2 Day, Overnight and Same Day.
To get a shipping estimate please enter your destination during the checkout process.
DO YOU OFFER EXPRESS-PRODUCTION?
Yes. Call us at +1(212)-675-4330 for further information.
I need my product within 24 hours - what do I do?
Please call our customer service at +1(212)-675-4330 (open during shop hours) or write us an email to email@example.com . Our colleagues are here for you and will be glad to offer you consultation. An express-production costs $30.
My product needs to arrive by tomorrow - is there express delivery?
Please call our customer service at +1(212)-675-4330 (open during shop hours) or write us an email to firstname.lastname@example.org . Our colleagues are here for you and will be glad to help you.
I LIVE OUTSIDE OF THE US. DO YOU ALSO SHIP INTERNATIONALLY?
If your country is listed when you enter your shipping information (order processing), then we do deliver to your country.
If it is not listed, then we would ask you to contact us at email@example.com, so that we can clarify shipping costs and modalities .
I CAN’T ORDER ONLINE. THE SITE KEEPS CRASHING/LOADS UNENDINGLY AND I CAN’T COMPLETE MY ORDER.
Please call our customer service at +1(212)-675-4330 (open during shop hours) or write us an email to firstname.lastname@example.org. Every order can also be processed via telephone or e-mail.
MY ORDER STILL HASN’T COME. WHAT CAN I DO?
Please contact Fedex (0800 123 800) and give them your tracking number, which you should have received through text message or e-mail. This way, a new shipping date can be easily arranged. Should the package have been sent to the wrong address, then please call us at +1(212)-675-4330 (open during shop hours) or send us an e-mail at email@example.com.
I CAN’T CHOOSE MY COUNTRY IN THE ONLINE SHOP. WHAT CAN I DO?
Please call our customer service at +1(212)-675-4330 (open during shop hours) or write us an email to firstname.lastname@example.org. Our colleagues will be glad to offer you with the help you need.
IS THE RECEIPT SENT WITH THE PACKAGE?
We do not send any receipts by mail. You always receive your receipt by e-mail.
REPAIRS AND RETURNS
HOW MUCH DOES A REPAIR COST?
Replacement for a ripped wristband/normal wristband replacement: $5 (Extra costs are called in case of 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).
Ripped necklace/bracelet: Laser, $15/laser point.
Discolored plates: Plate polishing for small products without rhodium $5, with rhodium $25.
Replacement of a diamond: between $40-$60, depending on the carat.
HOW LONG WILL IT TAKE FOR MY ORDER TO SHIP?
Most orders will ship out within 1 business day of ordering. Orders are subject to verification an approval before shipping and may take up to 48 hours to process.
Please note that we do not ship on Saturdays, Sundays or holidays. While we do all we can to ensure your order is delivered on time, ANNA I J cannot be held responsible for conditions beyond our control such as severe 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 CAN I SEND MY PRODUCT BACK?
With the exception of customized orders - articles can be exchanged or returned for a refund in the respective country of purchase in ANNA stores retailing these same articles within a period of 14 days from their date of purchase (upon receiving your package). Articles can be exchanged or refunded without exception in the form of store credit. Any shipment costs shall be paid for by the customer. This is why there is no return-label included with the package.
I WANT TO FILE A COMPLAINT ABOUT MY PRODUCT. HOW DO I PROCEED?
Please contact us by writing us an e-mail to email@example.com let us know your complaint/problem. In most cases, the product must be checked by our quality manager. Because of this, we kindly ask that you send us your defective product, including your contact information, to:
825 Washington Street
New York, NY 10014
We will then contact you as soon as we receive the product.
I ORDERED THE WRONG SIZE. WHAT CAN I DO?
In the case that your product is the wrong size, you have the option of sending it back to us for an exchange within 14 days (upon receiving the product). Any shipping costs shall be paid for by the customer, this is why we do not include a return-label in our packaging.
I LOST ONE OF MY EARRINGS. CAN I ORDER IT TO BE REPLACED INDIVIDUALLY?
We would be happy to produce a single earring for you in this case. It would take approximately 5-6 weeks.
CAN I GET A REFUND?
For any returns, we only offer store credit.
I’VE SENT YOU SOMETHING BUT HAVEN'T BEEN CONTACTED SINCE.
Please let us know when and how you sent the package to us either at our e-mail at firstname.lastname@example.org or call us at +1(212)-675-4330 (open during shop hours). We will check for you if the package has arrived or not.
SHOULD I ENSURE MY PACKAGE WHEN I SEND IT TO YOU?
We recommend all of our customers to send your package with an ensured and trackable shipping method.
I HAVE LOST ONE OR MORE DIAMONDS ON MY JEWELLERY
Unfortunately, the loss of diamonds cannot be prevented. For instance, each diamond in our Eternity Rings is held together by four prongs.
The size of the gems determines the strength and stability of the prongs.
Delicate rings with small diamonds are therefore more “sensitive” than the stable settings of larger diamonds. It is no problem for us to replace lost stones. We bear the expenses of the diamonds and our customer only bears the costs of inserting the stones, which currently lays between $ 40,00€ to $60,00 for each diamond depending on the ring and the size of the diamond. (That is however without the shipping costs included)
We want to offer the best service and care taking of your precious jewelry that is why we send repairs with Diamonds back to our headquarter in Vienna. Our Goldsmiths know how to take best care of our products. Therefore please note that the estimated time of repair is between 4-6 weeks.
Please address shipments to the following address:
825 Washington Street
1New York, NY 10014
General repairs on jewelry pieces are processed individually. For this reason, we kindly ask you to send a request using our contact form.