FREE STANDARD DELIVERY OVER £75 & FREE RETURNS ON ALL UK ORDERS 
FREE STANDARD DELIVERY OVER £75 & FREE RETURNS ON ALL UK ORDERS 
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Frequently Asked Questions

Order Process/Delivery

How do I place an order online?

Once you have chosen your item, simply add the item(s) to your basket. Remember to check you have selected the correct size (see size guide), check if you have selected Gold or Silver and also made sure the quantity you require is correct.
Then click on your shopping bag, view and edit.

Apply gift vouchers or discount codes before you click on check out and remember to click on apply code to update the basket total.
Select checkout with your payment method.
Fill in your delivery details and email address. You can create an account after checkout ( this speeds things up a little if you need assistance after ordering).

Once your payment has been confirmed you will receive an order confirmation email from us. Please keep this safe as this will contain your order number.
Once your item has been made and dispatched we will send you another email which will contain the tracking number. The dispatch email will also include your invoice, please keep this safely as this acts as your warranty.

The dispatch email will confirm you order details and a delivery estimate. You will be able to click on the Royal Mail tracking link to see when your order will be with you.

International orders

Please note any products ordered using our international delivery may be subject to taxes, fees, customs duty, levies or other charges which are out of our control and we are sadly unable to advise the amounts that they may be. The recipient of the goods will be responsible for any charges that may be applied and so we would recommend reviewing the destination countries policies prior to placing your order.

How do I use discount codes, promotional codes & pay using gift cards, e-gift vouchers?

If you have been given a discount code or promotional code, once you have added the items to your basket, go to check out and enter the code making sure you click on apply code. Ensure that the relevant discount has been applied
At checkout stage 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 cancel or edit my order?

Once an order has been placed we are unfortunately not able to cancel. Please return the unwanted item following the instructions within the Delivery & Returns section.

What if my item is out of stock?

If an item you would like is showing as out of stock, please enter your email address into the subscription section. This will automatically send you to a back in stock notification.

How long will my order take to arrive?

Delivery Option

Cost

Timeframe

Signature Required

Tracked Standard Delivery

FREE on orders over £75

or

£3.95 on orders under £75

5-7 working days

Yes – if the value of order is over £150

Express Delivery

£7.95

2 working days

Yes

Next Day Delivery – order by 2pm Monday to Thursday

£9.95

1 working day

Yes

Saturday Delivery – order by 2pm Friday

£12.95

Saturday

Yes

Gift Cards – Royal Mail First Class

FREE on orders over £75

or

£2.45 on orders under £75

3-5 working days

Yes – if the value of order is over £150

 

  • During promotional events, such as sale, please allow up to 10 working days for tracked standard deliveries to arrive
  • Your order will be sent via Royal Mail
  • Aside from gift cards, parcels will not fit through a letterbox. If you are not in when delivery is attempted, then a 'Something for you' card will be left by Royal Mail which will offer you the choice of a redelivery or to collect your item from your local delivery office
  • Once your order has been despatched your tracking number will be sentto you via email

 

International

Delivery Option

Cost

Timeframe

Signature Required

International Tracked

£12.95

15 - 20 working days

Yes – if the value of order is over £150

 

*Please note any products ordered using our international delivery may be subject to taxes, fees, customs duty, levies, or other charges which are out of our control and we are sadly unable to advise the amounts that they may be. The recipient of the goods will be responsible for any charges that may be applied and so we would recommend reviewing the destination countries policies prior to placing your order.

 What are your Christmas delivery dates?

Christmas Delivery Dates 2022

Delivery Service

Last day to order

International Delivery – Australia

5th December 2021

International Delivery – Rest of World

12th December 2021

Tracked Standard Delivery – 5 to 7 working days

16th December 2021

Express Special Delivery Guaranteed – 2 working days*

22nd December 2021

Next Day Special Delivery Guaranteed*

Order by midday on 23rd December 2021

Saturday Delivery*

Order by 2pm on 17th December 2021

 

* Royal Mail and postcode exclusions apply. Subject to stock availability.

Delivery notice for orders placed between 24th December and 28th December:

Please note the office is closed from 24th December – 28th December inclusive. All orders placed during this time will not be processed or despatched until 29th December at the earliest

What is your Christmas Returns Policy?

Customers placing orders between 8th October and 23rd December 2021 have until the 17th January 2022 to return unwanted items for a refund. All other terms and conditions still apply.

 

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

In the event that your item has not arrived or Royal Mail has confirmed delivery but you have not received it, please in the first instance check the Royal Mail tracking link. You can find your order number on all email correspondence from us.
Please then check if the item has been left in a safe place or with a neighbour or has been returned to the postal depot. We are aware that at times Royal Mail will do this without leaving 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? 

We are no longer offering free exchanges. All returned items will be refunded once they have been inspected by our production team. If you need a different size or colour of an item, then you will need to place a new order. 

My item has arrived faulty or has developed a problem.

If your item has arrived in a less than perfect condition or develops a problem within 6 months from purchase we will either refund or repair within the terms of the warranty.
PLease follow the return process below.

Or if you have changed your mind

We want you to be delighted with your purchase however, if you change your mind and wish to return your jewellery for a refund, please do so within 28 days of receipt. You will be required to return any promotional gift received from the same order to receive a refund in full. Please see our Terms and Conditions for more information.

For a refund, items must be returned unworn and in their original condition with the Annie Haak security tag in place untampered with, within 28 days of receipt.  Items returned without a security tag will be returned to the sender and will not be refunded. We are unable to accept the return of pierced jewellery or items with personalised engraving unless faulty. Items received outside of the 28 day returns period will be returned via original delivery address.

We regret that we do not offer exchanges however, you can return your purchase for a refund and re-order the alternative item (Return’s policy below applies).

Refunds will be issued via the original method of payment within 2-3 working days of receipt. Funds may take up to 7-10 working days to appear on your statement once a refund has been issued.

Clearpay Returns

Refunds will be issued via Clearpay. Once we have processed your refund it can take Clearpay up to 10 working days to complete the refund.

You can reach Clearpay by visiting https://www.clearpay.co.uk/en-GB/index

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

 

How to return - Free UK returns

How to return - International returns

  • Print, complete and enclose our returns form
  • Return costs are the responsibility of the sender. Please ensure
    to write ‘RETURN’ on customs declaration form – retaining proof of posting
  • Return Address: Annie Haak Designs, 2 Ridgeway Park, Bedford Road, Petersfield, GU32 3QF, UNITED KINGDOM

Can I get my jewellery repaired?

If your jewellery needs some 'TLC' then we can help you with our repairs and restringing service.

All ANNIE HAAK and NU & MII jewellery comes with a 6-month warranty from the date of purchase. Items must be returned in their entirety along with proof of purchase/original order number to be repaired or replaced under warranty. Items returned without proof of purchase will incur a repair charge. ANNIE HAAK and NU & MII warranty does not cover lost or stolen items, general wear and tear or stretched items. 

Items out of warranty will be subject to a charge. 

We would recommend the restringing of your jewellery every 2 to 3 years. As part of the service our team will restring your jewellery onto new jeweller’s elastic of the highest quality and restore any lost shine. Please see below for costs.

Please note, if you have a vintage ‘Annie Haak’ piece of jewellery we may not be able to repair it to its original condition. We will of course try our best and will let you know if there are any additional costs prior to carrying out the work.

Out of Warranty Repair, Restring & Shine costs:

Item

Price excluding P&P

Single strand bracelet

 £20

Additional bracelets

£10 per bracelet

Multi strand/looped bracelet (eg Yard of Love Bracelet or Lucki Looped Bracelet)

£30

Beaded necklace

£40

Ring

£10

Additional ring

£5 per ring

Frankie’s Bracelet or Frankie’s Ring designs

Quote upon receipt

Replacement beads

Quote upon receipt

 

 

Replacement Charms

SILVER

Price per charm excluding P&P

GOLD

Price per charm excluding P&P

Mini (e.g., Bulu)

From £7

From £9

Tiny (e.g., Santeenie)

From £10

From £15

Small (e.g., Mini Orchid/Anna Bella)

From £12

From £17

Medium (e.g., Orchid)

From £15

From £19

Large Pendant (e.g., Gili)

From £25

From £30

 

How to return your item for Repair or Restringing:

  • Print, complete and enclose our REPAIRS - RESTRING FORM
  • Send your jewellery back to: Annie Haak Designs, 2 Ridgeway Park, Bedford Road, Petersfield, Hampshire, GU32 3QF, UK
  • Send via your local Post Office – retaining proof of posting. We recommend using a signed for and/or tracked service for peace of mind

Repairs notice during Christmas

Please note that due to the busy trading period our repairs department will be advising longer repair times for any items received from 19th November until the New Year. We may not be able to guarantee that your repair will be completed within our usual 2-3 week timeframe. Therefore, we recommend that from 19th November you hold on to your jewellery until the New Year when our repairs department will be able to provide our usual service. Items that fall out of warranty during this time will still be honoured until 31st January 2022.

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