Customer Care

ANNA+NINA

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Delivery within two working days in the Netherlands
Free shipping on orders €50 and over in the Netherlands

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Customer Care

Order Process

If you found the piece you want to order at A N N A + N I N A you can click the button - add to shopping bag. Then you get a clear overview of all the items you have in your cart. You can either choose to continue shopping or proceed to check out. If you wish to continue your shopping spree, you can always find your shopping bag back in the right corner above.

Once you proceed to check out you will get a shopping cart summary. Here you can check all the products you have in your shopping bag and if you would like, you can change the quantities.

Under the summary you can find a field where you can add a voucher code if you have one.

Then follow the following steps:

  1. Account

    If you already registered at our website, you can choose to log in. If you’re a new customer, please fill in all the fields that are required. Thereafter fill in your delivery address. Under the address field you can choose whether you want to use the same address for your invoice address or a different address. If you want to use a different address tick the box and then fill in the invoice address. After filling in the form correctly you click the button Save button to proceed to the second step.

  2. Delivery Methods

    Here you can choose how you would like to receive your package. There are two options available:

    • Pick up in the ANNA+NINA store at the Kloveniersburgwal 44 in the Netherlands.
    • Courier Service with DHL. You can check what the costs and delivery time will be at Delivery.

    When you’ve chosen which delivery option you can choose to leave a message if you have any special requests.

    Thereafter you can choose whether you want to have your order gift wrapped, this can come in very handy when you’ve just bought a gift for someone. Please take into account this will cost you €1. (If you have more than one items please let us know in the box above for special requests which present you would like to have wrapped or if they are all presents. Price will remain €1.)

    When you have gone through all the options please read our Terms of Service carefully and if you agree with them tick the box.

  3. Please choose your payment

    We have three payment options you can choose from:

    • Ideal
    • Creditcard
    • Paypal

    If you have made the payment you will receive a confirmation e-mail that your payment is accepted and an e-mail with the invoice with the details from your order.

    Once we have shipped the order you will receive an e-mail with a track and trace code so you can keep track of your order and when it will be delivered.

    If you have chosen the option pick up in the store you have to wait until you will get an e-mail that your order has been delivered to the store. Your order will be ready to be picked up at the Kloveniersburgwal 44.

Payment

  • Please choose your payment
    • Ideal
    • Creditcard (Visa, Mastercard & American Express)
    • PayPal
  • Payment security information ANNA+NINA

    All your credit card information such as credit card number, expiration date etc. are automatically transferred via an encrypted secure system to the paymaster without ANNA-NINA.nl or others having access to the data. Even for possible refunds the complete credit card information cannot be seen. If you pay with Visa or Mastercard additional protection is provided by special authentication methods (Verified by Visa or Mastercard Secure Code).

Delivery

  • Where does ANNA+NINA ship to?

    We ship to everywhere in the world.

  • Delivery time & Cost
    The Netherlands 1-2 working days Orders till €50 €3,95
    Orders higher than €50 Free shipping
    Belgium, Germany, United Kingdom 1-3 working days Orders till €100 €6,95
    Orders higher than €100 Free shipping
    Rest of Europe 2-5 working days Orders till €150 €12,95
    Orders higher than €150 Free shipping
    Rest of the world 2-7 working days Orders till €250 €24,95
    Orders higher than €250 Free shipping

Returns & Exchanges

We of course hope you will be satisfied with your purchase. If for some reason you are not, you have 14 days from the date you received your order to return the product.

Returns

Please place the item in the original shipping box or any other solid carton box. Fill out the return form and include it inside the box. Close the box and tape it securely.

There are two ways to return the package to us:

  1. You can send the package with the return form to:

    ANNA+NINA HQ
    Return Webshop
    Singel 326a
    1016 AE Amsterdam
    The Netherlands

    Please note that the costs and responsibility of the return shipment are for your account. We would strongly recommend sending the return with a track and trace code, because in case it gets lost this is not our responsibility.

  2. Or you can return the package to our store at the Kloveniersburgwal.

    ANNA+NINA
    Kloveniersburgwal 44
    1012 CW Amsterdam
    The Netherlands

    Please note, that if goods are used, worn, damaged or incomplete we cannot refund you.

Return Form

You can click here to download our return form

Receiving a refund

Once your return has been processed you will receive an e-mail confirmation. The amount will be refunded on the account of your original payment method within 14 working days. Please note we can only refund the amount in to the account where the original payment came from.

Exchanges

Unfortunately, we only offer refunds. If you would like to exchange an item, we advise you to return the unwanted item and make a new order for the right item or size you prefer.

Warranty

We advise our customers to check all items within fourteen days. Check the delivered quantity and the quality of the article. If there is something not correct please send an e-mail to webshop@anna-nina.nl explaining what the problem is. In case you need to return the product, we will provide you with a return label. Please note that warranty is void if the product shows a defect which is caused by improper use, if you or others have made or attempted to make changes to the product or used it in a way for which the article is not intended.

After the fourteen-day period, we give a warranty of two months on the quality of the product. If within this period there is a problem with the product please send an e-mail to webshop@anna-nina.nl. We will provide you with a suitable solution.

  1. If it is possible to repair the product we will repair it
  2. If it is not possible to repair the product, we will provide you with a new item
  3. If it is not possible to repair the product and we do not have it in stock any more, we will offer you a refund.

If you live in Amsterdam you can also within this two month period drop by our Atelier and get your item repaired. We can only assist you if you bring your invoice, so make sure to bring it with you.

ANNA+NINA Atelier
Reguliersgracht 85
1017 LN Amsterdam
The Netherlands

Please note again that warranty is void if the product shows a defect which is caused by improper use, if you or others have made or attempted to make changes to the product or used it in a way for which the article is not intended.

Jewellery Care

Our jewellery line exists of several precious materials, which need to be taking care of to keep the jewellery sparkle for a very long time. Therefore, we have some tips and tricks to help to keep our jewellery beautiful!

Goldplated
To keep the silver goldplated jewellery pieces shining you should take of your items before you take a shower or go swimming. Also try to avoid spraying perfume and other oils and lotions on the jewellery. These things will eventually damage the gold finish on these pieces. So, handle them with great care!

Silver
When you haven’t worn, you silver pieces for a while it could be so that the colour has darkened a bit, but no worry! Just use some Silvo and a dry cloth and your jewellery look as new again.

Brass
Brass can sometimes get a darker colour after wearing it for a while, but also this material can easily be cleaned with a dry cloth and some Brasso.

All of our jewellery items should be handled with care and patience to keep their beauty. Next to these great tips we have got one more trick that can make your life a little bit easier; try putting in our little ring earrings from the back in to the front, this way you will see yourself in the mirror and it makes it just that easier to lock it.

Product Out Of Stock

We’d recommend you use the email stock notification feature we have on site to be notified automatically as soon as that piece is available again. It's likely many other people are also signed up to be notified for the same product, so we'd advise moving quickly if you receive an email notifying you that the item is available again.

TERMS & CONDITIONS

ANNA + NINA BV is registered at the Amsterdam Chamber of Commerce with number: 58057897.

VAT number: NL852854298B01
E-mail: webshop@anna-nina.nl
Phone: + 31 (0) 20 26 15 213

ANNA+NINA headquarter
(by appointment only)
Singel 326a
1016 AE Amsterdam
The Netherlands

Clause 1. | General

1.1 The General Terms and Conditions of ANNA+NINA apply to all offers, products, orders, agreements and deliveries of ANNA+NINA. By ordering an item you agree to these conditions, so please read through them carefully before placing an order. If you have any queries relating to these conditions, please contact ANNA+NINA at webshop@anna-nina.nl.

Clause 2. | Agreement and Order

2.1 The agreement becomes binding at the time you place your order. ANNA+NINA will process your order after you have paid. Until that time, ANNA+NINA will remain the full owner of the products.

2.2 Once your order is processed you will receive a confirmation e-mail that your payment is accepted and an e-mail with the invoice and details from your order.

2.3 All images and specifications are an indication. Every product is hand crafted so variation may occur. If a product does not meet your expectation you may return it (see clause 6), but it may not be a reason to file a claim.

Clause 3. | Payment and Payment Methods

3.1 At ANNA+NINA you can choose from three secure payment methods: Ideal, Paypall and Creditcard.

3.2 If ANNA+NINA posts, accidentally, an incorrect price on the website – and it is clear that it is a mistake – we have the right to adapt. Even though you already ordered the article.

3.3 All product prices shown on anna-nina.nl are including taxes but excluding shipping costs.

3.4 All your credit card information such as credit card number, expiration date etc. are automatically transferred via an encrypted secure system to the paymaster without ANNA-NINA.nl or others having access to the data. Even for possible refunds the complete credit card information cannot be seen. If you pay with Visa or Mastercard additional protection is provided by special authentication methods (Verified by Visa or Mastercard Secure Code).

Clause 5. | Shipping cost and time

The Netherlands 1-2 working days Orders till €50 €3,95
Orders higher than €50 Free shipping
Belgium, Germany, United Kingdom 1-3 working days Orders till €100 €6,95
Orders higher than €100 Free shipping
Rest of Europe 2-5 working days Orders till €150 €12,95
Orders higher than €150 Free shipping
Rest of the world 2-7 working days Orders till €250 €24,95
Orders higher than €250 Free shipping

Clause 4. | Delivery

4.1 ANNA+NINA has two delivery methods:

  • Pick up in the ANNA+NINA store at the Kloveniersburgwal 44 in the Netherlands.
  • Courier service with DHL.

4.2 If you accidentally entered an incorrect delivery address, haven chosen the wrong delivery option or are not home when DHL has tried to deliver the package – and there are therefore extra costs – ANNA+NINA calculates these additional costs on to you.

4.3 ANNA+NINA will send the order as quick as possible after payment of the agreement. ANNA+NINA always strive to make sure you get your order in the estimated shipping time. If this is not possible, for whatever reason (because an article is temporarily out of stock or if post services are on a strike) you will be notified about this immediately.

4.4 Up to and including the delivery ANNA+NINA bears the responsibility for the order. After the delivery, the responsibility will be transferred to you.

4.5 Please note that the delivery times in clause 5 are estimated. In case a product does not arrive within the estimated arrival date it is not possible to make a claim. However, ANNA+NINA will always do everything in their power to make sure your order arrives on time.

Clause 5. | Approval period

5.1 ANNA+NINA strives that all customers are happy with their purchase. However, we advise you to check the quality and the quantity within fourteen workdays. If something is not correct please send an e-mail to webshop@anna-nina.nl. In this case, we will provide you with a return label.

Clause 6. | Returns & Exchanges

6.1 We of course hope you will be satisfied with your purchase. If for some reason you are not, you have fourteen days from the date you received your order to return the product.

6.2 The return form always has to be included in the box.

6.3 There are two ways to return the package to us.

  • You can send the package with the return form to:

    ANNA+NINA HQ
    Return Webshop
    Singel 326a
    1016 AE Amsterdam
    The Netherlands

  • Or you can return the package to our store at the Kloveniersburgwal.

    ANNA+NINA
    Kloveniersburgwal 44
    1012 CW Amsterdam
    The Netherlands

6.4 The costs and responsibility of the return shipment are for your account.

6.5 If goods are used, worn, damaged or incomplete we have the right to refuse returned items.

6.6 The refund (including any shipping costs) will take place after receipt and inspection within 14 working days.

6.7 ANNA+NINA can only transfer the refund to the account where the original payment came from.

Clause 7. | Warranty

7.1 After the fourteen-day approval period (clause 5.1) ANNA+NINA gives a warranty of two months on the quality of the product. If the quality of the product is not to your satisfaction, please send an e-mail to webshop@anna-nina.nl. In this case, we will provide you with a return label.

7.2 ANNA+NINA will provide you with a suitable solution, however it is up to ANNA+NINA to decide which of the following options will be used.

  • If it is possible to repair the product we will repair it
  • If it is not possible to repair the product, we will provide you with a new item
  • If it is not possible to repair the product and we do not have it in stock any more, we will offer you a refund.

7.3 In case of a refund, the refund (including any shipping costs) will take place after receipt and inspection within 14 working days.

7.4 If we repair or replace the item, this can take up to 14 working days.

7.5 The warranty is void if the product shows a defect which is caused by improper use, if you or others have made or attempted to make changes to the product or used it in a way for which the article is not intended.

Clause 8. | Copyright

8.1 All photos and images displayed by ANNA+NINA are copyrighted. Without written permission from ANNA+NINA, photos and graphics cannot be reproduced and publicly used.

Clause 9. | Disputes

9.1 All legal relations are exclusively governed by the Dutch law.

9.2 Do you have a comment or tip please send an e-mail to webshop@anna-nina.nl and we will contact you.

You can download our Terms & Conditions here.

These Terms and Conditions were last updated, and became effective, on 07-03-2017.


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