INTRODUCTION TO OUR SHIPPING & RETURN POLICY
We ship globally worldwide with Fedex International Priority Service and Tracked Shipping available via DHL for UK delivery.
Please see our shipping rates and some more information below:
UK PRIORITY INSURED DELIVERY £10.00
London - Zone 1 SAME DAY COURIER DELIVERY £15.00
Europe PRIORITY INSURED DELIVERY £30.00
Rest of the World PRIORITY INSURED DELIVERY £30.00
DELIVERY TIMES
Orders in-stock will be shipped within 1- 2 working days.
UK insured delivery usually takes 1-2 working days, with same-day delivery service for London Zone 1 with orders placed by 2pm.
Europe & rest of The World insured priority delivery usually takes 2-3 working days to arrive.
Should you require special delivery not listed above, please get in touch at sales@anabelachan.com.
BESPOKE COMMISSIONED PIECES
What does it mean if a product is described as 'Bespoke commissioned'?
When you commission a bespoke piece, you will be the owner of a one-of-a-kind piece of jewellery designed and hand-crafted especially for you.
The design period and meticulous making time will vary from piece to piece depending on the complexity of the design, rarity of the gemstones (to be sourced or provided by you, as you wish) and the craftsmanship involved. Anabela will be happy to discuss all details, process and expected delivery time with you until you are perfectly happy before the work commence.
If you have any queries, please get in touch via customerservices@anabelachan.com and we will do our very best to help.
Please kindly note that except in relation to faulty or incorrectly supplied goods, where your statutory rights are unaffected, bespoke creations made to a customer's specifications may not be returned.
SPECIAL ORDERS
What does it mean if a product is described as 'Special Order'?
When you commission a special order piece, you have the choice to either:
1. order the jewellery item from the Fantasy Jewels collections in precious stones set in 18ct solid gold
2. order the jewellery item with gemstones in customised colours
Special Order times will take anything between 8-14 weeks to complete, depending on the complexity of the piece you have chosen. We will keep you updated about expected delivery times in an e-mail.
If you have any queries regarding delivery times, or if you require a quicker turn around, please get in touch via customerservices@anabelachan.com and we will do our very best to help.
PACKAGING
Our jewellery will arrive in our luxury custom-made branded boxes. We use stiff and secure packaging to ensure that your order will arrive in perfect condition. For the unfortunate case that your order arrives in a damaged state please get in touch with us at customerservices@anabelachan.com so we can help.
GIFT WRAPPING
We offer a complimentary signature gift wrapping service which you can select during checkout. If you would like to add a handwritten note to your order please leave a message in the comment box during checkout.
RETURNS
We do not offer refunds on our creations purchased in person. We are happy to exchange or offer a credit note for unworn items with security tags untouched within 7 days of in-store purchase.
Refunds for online orders can be requested within 14 days of the date of delivery, and exchanged within 30 days from the date of despatch. If you choose to exchange your item outside of the 14 day refund policy, a refund will not be offered for the exchanged item unless the product is faulty.
Unfortunately, we cannot accept returns of pierced jewellery. This is for hygiene reasons and doesn't affect your statutory rights. We cannot accept items that have been engraved, personalised or altered.
EXCHANGE PROCEDURE
1. Please request an Exchange Authorisation within 7 days of receiving the order by emailing sales@anabelachan.com.
2. We will send you an Exchange Authorisation along with instructions for shipping.
3. The item(s) must be packed securely in the packaging in which you have received it. We Will not accept the exchange if the jewellery item is damaged or worn. Please enclose any additional items (jewellery box, promotional gifts). Make sure the security tag is left on. We only accept items with their original security tag.
4. Once you have added all items and the Exchange Form pack the items back in the parcel and send it back to:
ANABELA CHAN JOAILLERIE
35B Sloane Street
Knightsbridge
SW1X 9LP
London
if not returned in person to our Flagship Boutique, you will be required to pay for the return courier fee of the item to us via our secure courier service. Please contact our dedicated client service team at sales@anabelachan.com who will be delighted to assist you.
A credit note will be issued if the item is in its original condition and all the information referred to above is received.
Goods that are damaged or not in the original condition will not be accepted for exchange or credit note.
ANABELA CHAN reserves the right to deduct the direct costs of recovering the goods from the amount credited to you including the shipping fees.
Any promotional discount including free-shipping costs will be deductible from the final credit note.
REPAIRS & REFURBISHMENTS
In the unfortunate event that your piece is damaged, any repairs within 3 months of purchase from our London flagship boutique and online at anabelachan.com are free of charge at the discretion of the brand, with the exception of replacement of stones where a charge will be incurred for the stones only.
Our atelier will always be happy to repair and refurbish our pieces for you with no time limitations, please note outside of the 3 month period it is chargeable at a small fee. Resizing of Rings is chargeable at £30 - £60 depending on the complexity of the style.
It is always the client’s responsibility to return all repair and refurbish items to our flagship boutique at 35B Sloane Street in London, in person or via a secure courier. Please note that It is at the client’s responsibility until the item reaches our boutique. Alternatively, secure, worldwide courier shipping can be arranged for you by us, at a flat rate of £30.00 per shipment. Please contact our dedicated client service team at sales@anabelachan.com who will be delighted to assist you.
In the unlikely event that the item you receive is believed to be faulty, please contact us within 7 days from receipt and our dedicated team will be able to assist you.