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.

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 to Gift Cards


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 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.

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?

Once an order has been placed, we are not able to cancel or amend it. Please return the unwanted item following the instructions within our Returns guide.

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.

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 offer exchanges for a different size, please follow the instructions to our Exchanges guide.

We are not able to exchange for an alternative item, the original order would need to be returned for a refund and a new order placed.

My item has arrived faulty or has developed a problem.

If your item has arrived in less than perfect condition or develops a problem within 12 months from purchase (or 6 months if it is a corded/woven item), we will either repair or replace within the terms of warranty.

Please contact for further assistance.

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.