Frequently Asked Questions

• What Payment Methods Can I Use?

  We accept a variety of payment methods including all major credit and debit cards, Apple Pay, PayPal, and Clearpay.  In addition, you can also pay for all or part of your order using gift cards.

• How long will my order take to arrive?

  We have various delivery options, ranging from a Standard Delivery to a Next Day service, for more information head to our Delivery Page

  Once your order is despatched you will receive a shipment email which will include a tracking link so you are able to keep an eye on the progress of the delivery.

• Clearpay

  Purchases using Clearpay and subsequent refunds are processed by Clearpay, for any issues please contact them directly. For further information please visit Clearpay

  Please note that we are unable to answer any queries related to Clearpay payments.

• How do I use promotional codes and pay using gift cards, e-gift vouchers?

  At the checkout you can enter your promotional code making sure you click on APPLY CODE, your basket will then update and apply the code.  

  At checkout you can also use a gift card or an e-gift. Please enter the code and click on apply to update the basket total.

• Can I buy a gift card?

  Our E-Gift Cards and Gift Cards are a perfect gift, you can choose between delivery via email or post, for further information head toGift Cards

• What size do I need?

  For further information head to our Size Guide to find your perfect fit.

• What if my item is out of stock?

  If the item you would like is out of stock, you can sign up for a back in stock notification, enter your email address into the subscription section. This will automatically send you to a back in stock notification.

• Can I have my order gift wrapped?

  We can offer a variety of gift wrap options for our Annie Haak jewellery. Simply tick the gift wrap options box before adding an item to your basket and chose the option you prefer and add your gift message.

• Can I cancel or edit my order?

  Please contact us on the same day as your order was placed to make any amendments or cancelations. Once an order has been despatched, we are unable to cancel or amend it.

  Please return the unwanted item following the instructions within our Returns guide.

• Will I need to pay customs duty and taxes on an international order?

  Any products ordered for international delivery may be subject to taxes, fees, customs duty, levies or other charges which are beyond our control, and we are not able to advise the amounts that they may be. The recipient of the goods will be responsible for any charges that may be applied. We recommend reviewing the destination countries policies prior to placing your order.

• Royal Mail have notified me that my item has been delivered but I haven’t received it

  In the first instance please check your Royal Mail tracking link, check if the item has been left in a safe place, with a neighbour or has been returned to the postal depot.

  The Royal Mail will often not leave a card. Once we have established all checks have been made, we will open an investigation with Royal Mail. This can take up to two weeks and we are not able to process a refund until we have the investigation outcome.

• How do I return an item for a refund? 

  If you would like to return your item for refund, items must be returned within 28 days of receipt in their original condition with the security tag in place.

  Our returns are free and easy with the Royal Mail, for more information on our Returns policy please visit our Returns Page

• Can I exchange my item?

  We are not able to offer exchanges and instead recommend returning your item for a refund and re-ordering the alternative item. Please head to our returns page for further information.

• My item has arrived faulty or has developed a problem.

  We are extremely sorry if this is the case. All our jewellery goes through rigorous checks before despatch.

  If your item has arrived in less than perfect condition please contact customerservices@anniehaak.com for further assistance. If your item has developed a problem within 12 months from purchase (or 6 months if it is a woven/friendship item), we will either repair or replace within the terms of warranty. Please see our Repairs page for more information.

• How do I keep my jewellery looking its best?

  To maintain your jewellery’s brilliance and for advice on how to care for your precious metals and natural gemstones please visit our care guide

• I have some older Annie Haak jewellery, do you offer repairs?

  If your jewellery needs a little TLC then we can help you with our repairs and restringing service. For further information please visit Repairs

• Do Annie Haak Designs use genuine 925 Sterling Silver?

  All Annie Haak Designs silver jewellery is 925 sterling silver and bears the 925-fineness mark regardless of its weight. For more information, please see ourHallmarking page