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 an order is placed, we can not make any changes. To insure a quick delivery time, our warehouse processes each parcel right away and therefore the contents can not be changed. You may surely return your parcel in any case to receive a full refund.

For orders outside the Netherlands, please reach us via our chat to see if your order can be cancelled right away.

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, we do offer giftnotes. Tick the box 'Giftnote' at the product page and leave a message in the checkout that you would like to have printed on a card and included in your parcel.

Payments - Gift Cards - Duties & Taxes

What are the different payment methods?

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

How does paying with Klarna work?
Choosing Klarna as your payment method, gives you the option to pay after 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 28 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.  

Please note: When you order a pre-order product that is yet to be manufactured, you do need to complete your payment before receiving your order.

How does paying with Klarna Slice-it work?

Choosing this method, your order amount will be spread into 3 equal parts. You give Klarna permission to authorize 3 automatic incasso payments, each with a 30 day period inbetween. The first payment is due on the day of your order. This payment method is interest free.

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.

For orders made in the UK, import fees and taxes will be asked to pay in order for the courrier to deliver your parcel. Please check your tracking code for updates on this. Anna + Nina do not cover these costs.


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 before 16:00 p.m. at the latest, it is possible that you will have your order by the next day. (within NL)

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 am 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 30-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 30 days of receiving it. 

For all items purchased on sale or promotion, the return period is 14 days. Returns outside of this period will be credited via a gift card.

To return your order, follow the steps listed below. 

1. Please complete the returns form, if you don't 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 30 days?

Always try to return your parcel within 30 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 14 days applies to all our sale products.

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'.

NEC Warranty & Policy

The refined design of the Never-Ending Jewellery Collection captures a wearable reminder of timelessness. Please note that each and every jewellery piece is fragile. Therefore, we advise you to be as careful as ever with your Never-Ending Piece.  


Our warranty is applicable to the following cases: 

• If, in any urgent situation (such as a medical appointment) it is mandatory for your Never-Ending item to be removed, please come back and we will re-secure it in one of our Anna + Nina stores. If possible, please open the bracelet at the connecting ringlet, this assures we can re-attach it without damaging the chain. 

• In case you have lost your Never-Ending item and found it again, please bring the chain to one of our Anna + Nina stores. We’re happy to check if we can re-secure it again.  


Our warranty is not applicable in the following cases: 

• In case your Never-Ending jewelry has snapped off. 

• As your Never-Ending Piece will be worn perpetually, traces of wear will arise. Your chain could stretch over time.  

• Losing your Never-Ending isn’t covered by our warranty as it can’t be checked for any possible manufacturing errors. We need to assess the item back in our shop to offer repair or compensation 

• If you notice a change in the colour (intensity) of your white gold Never-Ending piece, please note that changes in colour might occur as a result of a combination of: contact with chemicals in cosmetics, water, the ph-level of your skin and other harsh materials.  


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