FAQ

Here you can find the answers to our most frequently asked questions. If the answer you are looking for isn't available, don't hesitate to contact us, our team are happy to help.

Problems with my order

Can I still make changes to my order once it has been placed
Once you have placed your order you can only cancel it during our office hours by contacting us via phone: 020 261 5213. This can only be done within two hours of placing the order. 

Our system sends the orders to our warehouse every 2 hours from 07:00 a.m., which processes them as soon as they arrive. Please note that if you make an order at 10:50 a.m., you will only have 10 minutes to contact us and cancel your order. 

If you were unable to contact us on time and your order has already been forwarded to our warehouse, it is unfortunately no longer possible to cancel your order. You can then return the parcel and receive a refund!


I’ve received a faulty/ wrong item, what should I do?
In the case of a damaged or faulty item please contact us directly at webshop@anna-nina.nl, by sending over a picture of the item and your order reference number. We will then send you a return label, which will allow you to return your order to us at our expense. We will try to repair the item or issue a refund.


My order is incomplete, what should I do?
If your order was delivered incomplete, it may be that a partial delivery was put in place. Please have a look at the invoice, which clearly states if your order was partially delivered.

This may occur when an item is currently sold out, but was still available to purchase. This of course should not happen, but in the case that it does, you will receive an email, informing you about the status of your order, either the product will follow at a later time or refund will be issued.

If you ordered an item as a pre-order, along with items that were already in stock, these will be delivered later. The product page of the item will indicate, when the item is scheduled to be sent out.


I am having issues in the check out, what should I do?
If you are having issues finalising your order or completing your payment, we recommend closing the browser and restarting it.

It is also possible that you are unable to complete your order because someone else has just ordered the last item. If your browser has been open for a long time, try refreshing the page to check if the item is still available. 

If you are still having issues completing your order, please contact us at webshop@anna-nina.nl.

Something went wrong while placing my order, how do I know that my order was successful?
If you have been charged for the order, but have not yet received an order confirmation, we advise you to contact us by mail, webshop@anna-nina.nl.


It is possible that the confirmation email arrived in your spam folder or that an incorrect email address was entered.

Is it possible to have my order gift wrapped?

Unfortunately, it is currently not possible to have your order gift wrapped. However, this may be possible in the future.

Payments, Discounts & Gift Cards

What are the different payment methods?

The different payment methods we offer are iDeal, Visa, Mastercard, Klarna, PayPal & Anna + Nina gift card.

How does paying with Klarna work?
If you choose Klarna as your payment method, you only pay once you have received your order.

Within a few days of receiving your order, you will receive an email from Klarna with the payment details. You then have 14 days to pay the invoice with Klarna. If you have not received an email, please contact Klarna directly, as the payment is no longer through us.  


Why can't I pay with Klarna?
As soon as you select Klarna as your payment method, a check will be carried out. This check consists of three factors: payment history with Klarna, the amount, and in some cases external information provided by a credit agency. This combination of factors will determine whether or not the purchase can be approved. 

If the system does not allow you to pay with Klarna, you can complete your order using another payment method. 

Can I receive an invoice for my order? 
If you need a commercial invoice for your order, please send an e-mail with your order number to webshop@anna-nina.nl. We can then send you over an invoice.


When the price of an item I bought changes, is it possible for me to request a refund?

We occasionally have a discount/promotion, which is influenced by our stock, trends and supply and demand. Unfortunately, in these cases, it is not possible to receive the difference in price as a refund. 


Can I also order a gift card online? 

Yes, at the moment we only have physical gift cards, which are available online and in the store. The perfect gift!


Is it possible to use my gift card for online orders?

Yes, the gift cards can be used online and in one of our own Anna + Nina stores. To view our stores, click here.

How can I use the gift card online?

When you want to use the gift card online, you need to choose the 'gift card' payment option. You will then get redirected to the gift card checkout where you need to fill in the card number and the pin code at the checkout. These codes you can find on the front and/or back of the gift card. 


If I place an order from outside the EU, will I be charged extra?

If you live outside the EU and want to order something from our website, import fees and taxes may apply.

Delivery

If I order something today, will it be in tomorrow?

From 07:00 a.m. all orders are processed every 2 hours and every afternoon packages are collected by the courier to be shipped. So, if you place your order by 16:00 p.m. at the latest, it is possible that you will have your order by the next day.
Please note that this is an estimate and not a guarantee. It can always happen that the package takes a little longer, due to the volume of orders, or the courier having a delay. Of course, we do our best to get your orders to you as soon as possible.

Orders which are placed during the COVID-19 period have a delivery time of approximately 2-5 business days. Please note we are doing our best to get your orders to you as soon as possible, however further delays may be experienced. 


Can I still change my address after having completed my order?

Unfortunately, once you have placed your order you cannot make any changes. If you entered an incorrect address you would need to cancel the order and place it again. 
*If you just made a typo when entering the street name, this will automatically be adjusted by the shipping company when your order is sent. 


Can I select a date and time for my order to be delivered?

Unfortunately, it is not possible to choose a date and time for delivery when placing an order. We always process and ship our orders as soon as possible, so you receive them quickly!

What are your shipping methods?

Within the Netherlands, we send our orders via DHL and to Belgium via BPost. Shipments to the rest of the world are sent with DHL, GLS and FedEx.


I still haven’t received my order, what can I do?

If you have not received your order after the estimated time, we always advise you to check the tracking of your parcel.
If the parcel is reported to the courier, but not yet sent, we are still busy packing your order and having it shipped as soon as possible. If your order is stuck in the sorting stage for more than a couple of days, we ask that you send an email to webshop@anna-nina.nl with your order reference, so we can check the status of your order. 
If your package is listed as delivered, but you have not received it, please check your mailbox for a note from the courier.


What happens to my order, if I’m not at home when it gets delivered?

If you are not at home during the time of delivery, the parcel may be delivered to your mailbox. If the parcel is too large, the courier will leave a note for you, whether the parcel was delivered to a neighbour or can be picked up at a service point. 


Can I have my parcel delivered to someone else?
Sure you can, fill in the address of the recipient as the 'shipping address' in the check-out, and put your own details under 'billing address. The tracking information for the parcel will be sent to you, so you can follow your order. 

Can I have my order shipped to my work address?

It is possible to have your parcel sent to your work address, just make sure that it is entered in the ‘company’ section, in the checkout. The parcel cannot be delivered if the company name is filled in as the 'first name,' so make sure all fields are filled incorrectly

I ordered an item as a pre-order, how does this work?

Pre-orders are collections that can be ordered online ahead of the availability date. See the product description for more information on the specific delivery date. 


Pre-orders can be returned as usual within the 60-day period. This period will only start once the product has been delivered to you. 

If you have ordered a mixture of in-stock and pre-order items, partial delivery will be put in place.

Returns & Refunds

Please note: We do not cover the costs of returning your order, so we strongly recommend you send your parcel with tracking and keep proof of postage. If the product gets lost this is not our responsibility. 

How do I return my order?

If you have received an order from us, but are not completely satisfied, you have the option of returning the order within 60 days of receiving it. 

To return your order, follow the steps listed below. 

1. Please complete the returns form, if you don'y have the return form, click here to download a new return form.

2. Repack the goods together with the return form and the commercial invoice.
3. Send the package to:


anna + nina Misi Fulfilment c/o Spectrumlaan 31 Bleiswijk, 2665 NM Nederland

Returns from the United Kingdom

To return your parcel successfully back to us, please attach the separate label with our return address and the text 'THIS PACKAGE IS A RETURN' on the outside of your parcel. Make sure that it's clearly visible to the courier company. Please note, you will need to pay for return postage yourself.


Can I return my order to one of your stores?

Unfortunately, it is not possible to return a product in one of our stores. We work with a warehouse that processes our orders and items need to be returned to them. 


What happens if I return my package later than 60 days?

Always try to return your parcel within 60 days of receipt. If you do not manage and we receive your return later, we will add a shop credit to your account instead of issuing a refund!


Did you receive my returns?Returns are received by our warehouse, where they are then processed. Once they are processed, we will issue a refund. Within 2 weeks after receiving your parcel, you will receive a confirmation that your return has been processed and a refund was issued!


Is it possible to exchange my items instead of receiving a refund?

Unfortunately, we do not offer the option to exchange items. If you want to receive a new item, return your unwanted item for a refund and place a new order at www.anna-nina.nl.


I lost the returns form; can I get a new one?

Absolutely, you can contact webshop@anna-nina.nl and we will provide you with a new return form.


I want to return two orders, can I have them shipped together?

Of course, you can always return 2 orders in one shipment. This not only saves you shipping costs, but it is also better for the environment! However, it is important that you add 2 separate invoices of the orders as well as 2 different return forms. The clearer, the better!


Can I return sale items?

Yes, the option to return products within 60 days applies to all products, whether they are on sale or not!

When will I receive my refund for the returned item(s)?
Within 14 days after receiving your return back in our warehouse, you will receive an email confirmation when your refund has been processed. After 5-10 days, this refund will be back in your bank account, this will be the original payment type as you placed your order. Note: our refund may be visible in your bank account under the name 'Mollie'.

Items & Stock

I don’t know my ring size, what do I do?

If you found a ring online that you like, but are unsure of your ring size, you can go to our ring size chart below, to find out what size you need!


Size Guide


How can I know when a product will be back in stock?

If you are interested in an item that is out of stock, you can sign up for our ‘back in stock' notification, and you will receive an email when the product is back in stock.


I’m interested in an item I saw in stores, but can’t find it online, what can I do?

We have a slightly different assortment of products online and in stores, therefore it could be that we do not sell the item you are looking for online.

It can also be the case that an item has sold out online and was then taken off the website, but is still available in one of our stores.


How do I properly take care of my jewellery?

Your jewellery is your most beautiful and prized possession, so you want to enjoy it as long as possible. Therefore, it is always important to give your jewellery a cleanup every now and then.


Gold Plated

To preserve the silver gilded jewellery colour, you should take it off during sports, showering or swimming. Also, avoid using perfume and other oils and lotions on the jewellery. These products can damage the top gold layer of the jewellery.

Silver

If you haven't worn your silver jewellery for a while, the colour may have gotten darker over time, but don't worry! Use some Silvo silver polish and dry cloth and your jewellery will look like new again.


Brass

Brass can sometimes get darker in colour if you have worn it for a long time, but this material can also be easily cleaned with Brasso copper shine and a dry cloth!


I’m unable to close my earrings, what should I do?

If you are unable to close your earrings properly, we always recommend you insert them from the back to the front. This gives you a better view of getting the earrings closed. It is also advisable to open and close the hinge a few times, so the closure becomes smoother, the earrings can sometimes be a bit stiff, so you won’t lose them while wearing!


I've lost an earring, do you sell them single?

It's never fun to lose an earring, however, unfortunately, this happens sometimes. We occasionally sell our jewellery as a single earring, but more often as a pair or in a set with 3 different earrings.
Please check our website to see if we sell it as a single earring. If the earring is sold as a pair, there is, unfortunately, no possibility to buy it as a single. 


Do you offer a repair service?

If you’re jewellery broke and the warranty is no longer valid, then you can take your 14K gold and silver jewellery to our Atelier to have it repaired for a small fee. For more information about prices, please contact our Atelier, atelier@anna-nina.nl or +31 (0)20 261 57 17!


If you have a defective gold-plated item, and the warranty is no longer valid, we won’t be able to help you repair it. This is because the thin layer of gold plating is very fragile and we do not want to affect it.


Is it possible to get jewellery engraved?

We offer necklaces and rings that are available with custom engraving, online and in our Atelier.

For requests regarding the engraving of personal jewellery, please contact our Atelier directly. You can always contact our Atelier by calling or via mail, atelier@anna-nina.nl or +31 (0)20 261 57 17.


When are the vintage rings being restocked?

Unfortunately, all our vintage rings are unique and one of a kind. However, a ring may come back in stock if it has been returned, so sign up for the back-in-stock function to be the first to know!

If you would like to have a certain type of ring, you can always visit our Atelier and talk to our Goldsmith and design your own ring. This way you will have a truly one of a kind ring! Make an appointment at our Atelier by calling or emailing at +31 (0)20 261 57 17 or atelier@anna-nina.nl. 


Is the coral that you’re using for your jewellery sustainably collected?

The coral shows the properties of coral belonging to the genus Corallium. The specific species used for artificial colouring is Bamboo coral (Corallium isididae). This species is not on the CITES list of protected species.

Technical

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