FAQ

What are your shipping methods and how long do they take?

Shipping times within the continental U.S.:

* Not available to P.O. Boxes

Orders to U.S. Territories: 2-5 weeks

Shipping times outside of the U.S.:

Should you need to edit the address for your shipment, request a cancellation, or expedite your shipment please contact us at concierge@annanewyork.com, and we will do our best to accommodate your request.To obtain your order number, please log into your ANNA account and navigate to your Orders History.

Do you ship internationally?

Yes - we ship to most international addresses. However, we do not ship to P.O. Boxes, international or domestic. Please note that all taxes or duties are the responsibility of the recipient.

Which materials do we use in our designs?

We create our designs using semi-precious gemstones and marble, combined with pure silver, 24k gold, and rose gold. Our pieces also utilize materials like stainless steel, metal, ceramic and glass. These materials that we choose are designed to last forever, and to retain their quality for generations to come. Each piece is unique, because of our materials, and the variation in our designs.

Where do our materials come from?

We create our designs in areas of the world close to where our gemstones originate. We partner with multi-generation, family-owned artisanal companies in Brazil and Europe, to produce our hand-made designs.

What is “natural variance” and how will it affect my item(s)?

Each of the gemstones which we use in our designs is natural, hand-selected, and unique. Therefore, our products will vary in size, shape, and color. While we have standardized our pieces to a degree, nature will always dictate some variance. It is this variation that makes our pieces rare, and one-of-a-kind. We are unfortunately unable to fulfill requests for more or less striations, a specific color shade, or a particular size or shape.

How do I care for my ANNA pieces?

Our designs may be cleaned with a soft, damp cloth, using gentle soap. Items with pure silver gilding can be cleaned with silver polish.

How do I change or cancel my order?

If you need to change your order or request a cancellation, please contact concierge@annanewyork.com as soon as possible. We will do our best to make changes; however, once the order has been submitted to our warehouse, we are unable to make any changes.

How do I request a return or exchange?

ANNA accepts returns on merchandise within 30 days of receipt.  We require items to be in their original condition and packaging. Your return will be credited to the original form of payment minus the return shipping charges.  Any damaged, unused, or altered returns will not be accepted. If you are past the 30 days from date of receipt, we cannot offer you a refund or exchange.

ANNA reserves the right to refuse the return of any merchandise that does not meet the above return requirements.

Merchandise returned to ANNA will be processed in 7-10 business days from receipt.  A confirmation email will be sent once your account has been credited. Refunds may only be issued in the same for of payment.

To request a return or exchange: email concierge@annanewyork.com with your order number and reason for return, and you will receive a Return Authorization number and instructions. The customer is responsible for the return shipping and the charges. Please pack the product securely, in the same way you received it, using sufficient bubble wrap. Include your Return Authorization number in the box.

We recommend shipping merchandise for a return via FedEx or UPS for tracking purposes, and requesting adequate insurance. ANNA does not assume responsibility for reimbursement or compensation in the event the return packages are lost, stolen mishandled or damaged.

What happens if an items is received damaged?

Our products are made from natural materials: colors, patterns, and sizes may vary, and are part of the natural beauty of our designs.  They are not considered defects. If the goods arrive to you broken or damaged, please contact concierge@annanewyork.com within 48 hours of receipt. Photographs are required for all damage claims.

How do I return a gift?

Gift purchases are eligible for exchange only. You must include your gift receipt or packing slip in the return, in order to be credited. If your requested exchange item is of greater value than the original gift receipt, you are responsible for the difference.

When can I expect my refund?

Refunds take 5-7 business days to process after the returned merchandise has been delivered to our warehouse. Return / Exchange Policy