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Delivery

  • How long will it take for my order to be delivered?
    - We have a delivery time of 2-7 business days in the Nordic region. Approx. 10 business days outside the Nordic region.
  • Can I choose express delivery?
    - Yes, we offer DHL Express delivery.
  • My order has not arrived
    - When your package leaves our warehouse, you receive an email with a link through which you can track your package. If you can’t see your package via the tracking link, you are welcome to get in touch with us here
  • Can I track my package?
    - Yes. When your package leaves the warehouse, you receive an email with a tracking link through which you can track your package.
  • How will I know when my package has left the warehouse?
    - When your package leaves the warehouse, you will be sent an email informing you that your package is on its way to you. You will also be given a tracking link through which you can track your package.
  • What happens if I don't collect my package?
    - If you do not collect your package from your collection point, it will automatically be sent back to us after 7 days. We charge a fee of EUR/USD 25 for unclaimed packages. See our purchase terms and conditions here
  • I have received my order but a product is missing
    - Get in touch with our customer service department here and we will gladly help you.
  • Is there a shipping fee for my order?
    - We offer free shipping over a certain amount. If your purchase total is below this amount or if you select a different shipping method than the free shipping option, a shipping fee will be charged.
  • I accidentally deleted my text message with the code to collect my package
    - You can go to the collection point and provide the last four digits of the tracking link (which you have received by email) along with your ID if they ask for this. You are also welcome to get in touch with our customer service department here
  • It says my order has been delivered, but I have not received it
    - Try updating the link again. Sometimes the link is updated a few days before the package arrives. If you have not received the package after a few days, kindly contact us here and we will help you.
  • Do I have to pay import duties and taxes?
    Import duties and taxes may apply upon delivery and must be paid by you, the customer.


My order

  • I have not received an order confirmation
    - Check if it has ended up in your junk folder. During product launches and busy periods on the website, order confirmation emails may take some time to arrive. If you have not received your order confirmation the day after a purchase, kindly get in touch with us here and we will send it to you.
  • I want to add a product to my order, how do I do so?
    - We are unable to add a product to a confirmed order. The best thing to do is to place a new order for the items you wish to add.
  • Can I cancel my order?
    - You are always welcome to email us here and we will gladly help you if possible. However, we cannot guarantee that it will be possible.
  • Can I change the address or other information on my order?
    - You can always email us here and we will gladly help you if possible. Unfortunately, if the order has already been processed, it will not be possible.
  • I have not received my order
    - The delivery time is 2-7 business days. If you have not received your order after this time period, kindly get in touch with us here and we will help you with your order.
  • I would like to change the method of payment
    - Unfortunately, it is not possible to change the payment method once you have placed an order. If you have any questions regarding your payment, you are always welcome to contact our payment provider Klarna.
  • My order has not yet been delivered, what should I do with the invoice?
    - You can always postpone payment of the invoice via Klarna or get in touch with us and we will help you.


Returns & Claims

  • I want to return an item, how do I do so?
    - All information on how to make a return can be found here
  • I have received the wrong product or a product is missing from my order, what should I do?
    - We regret that you have received the wrong product or that a product is missing. Email our customer service department here and we will help you.
  • I have received a defective product, what should I do?
    - We sincerely apologise for this. Email our customer service department here and describe what is wrong with the product together with a photo or video showing the product’s defect and we will help you.
  • My package was damaged in transit, what should I do?
    - Kindly contact our customer service department here and provide a photo showing the damage to the package and we will gladly help you.
  • I have sent a return, when will I be refunded?
    - Within 30 days of us receiving your return. The refund will be paid into your account or you will be issued a credit note.
  • How do I submit a claim?
    - If you feel that you have received a defective product, you are welcome to contact our customer service department here and we will gladly help you.
  • Do I need to return a damaged item?
    - If you have received a damaged or defective item, you need to contact us here, preferably with a photo of the product, so that we can help you further.


Payment & Refunds

  • How do I see which payment method I've chosen?
    - If you sign in to your account in the Klarna app or via their website, you will find all the information regarding your payment.
  • I have chosen the wrong payment method, can I change this?
    - Unfortunately, we are unable to update the payment method for confirmed orders. If you have any questions regarding your payment, you are always welcome to contact our payment provider Klarna.
  • No money has been withdrawn from my account yet, has my order been processed?
    - If money has not been reserved or drawn from your account, it may be that your order has not been processed or that you have chosen to pay by invoice or partial payment. Kindly get in touch with our customer service department here and we will help you.
  • What payment methods are accepted?
    - Card payment (VISA and MasterCard), Trustly, PayPal and ANI gift cards
  • How long will it take for me to receive my refund?
    - We strive to issue refunds as promptly as possible, but within a maximum of 30 days. After we have processed the refund, the amount will be paid to your card within 2-5 business days. For Trustly, the amount will be refunded by the next day. For invoice payment, the amount will be amended immediately, and for partial payments, the amount will be updated when you receive your invoice.
  • I have not received my refund, what should I do?
    - It can take up to 30 days for us to process a refund. Kindly contact our customer service department here if that time period has passed and we will investigate your case.
  • How do I pay with gift cards?
    - You enter your gift card number at checkout. There is a field at checkout in which you enter the code.
  • How do I receive my invoice?
    - You will receive the invoice by email when your package leaves our warehouse. If you have not received the invoice, you can sign in to your Klarna account or contact our customer service department here.
  • Why does my card not work?
    - There are several different reasons a card may not work. We advise you to log in to your internet bank and check if your card is activated for online purchases.
  • My payment was successful but I did not receive an order confirmation, what should I do?
    - Check if it has ended up in your junk folder. If it’s not there, kindly get in touch with us here and we will help you.


My Account & Log in

  • I can't remember my password, how do I sign in?
    - You can click “forgot password” and a recovery link will be sent to you.
  • What can I see in My Account?
    - You can see all your orders
    - You can see your “Item Watch” list
    - You can submit reviews on products you have purchased
    - You can see a list of the gift cards you’ve purchased
  • How do I leave a review?
    - Some time after you have received your product, we will send you an email through which you can review your product. You can also log in to My Account and submit a review there.
  • I want to change my review, how do I do so?
    - You will need to email our customer service department here and they will gladly help you.
  • I want to delete my account, how do I do so?
    - Email our customer service department here and we will delete your profile.
  • Where can I view my previous orders?
    - In My Account you will find all your orders for which the email address linked to your account was used.


Gift Cards

  • Can I buy physical gift cards?
    - We only sell electronic gift cards, i.e. you receive the gift card immediately after purchase via the email address you provide at checkout.
  • How do electronic gift cards work?
    - You will receive your gift card by email immediately after purchase. The gift card is valid for 12 months.
  • I have not received an email with my gift card, what should I do?
    - Start by checking your junk folder. If it’s not there, kindly get in touch with us here and we will help you.
  • How soon will I receive the gift card after purchase?
    - You will receive the gift card a few minutes after the purchase has been made.
  • For how long is the gift card valid?
    - The gift card is valid for 12 months.
  • How will the gift card be delivered?
    - The gift card will be sent to the email address you provided at checkout.
  • Can I use multiple gift cards to make a purchase?
    - Yes, just remember to enter all the codes (separated by a comma) at checkout.
  • Can I use a gift card for multiple orders?
    - If you do not use the full amount on the first purchase, you can use the remaining amount within 12 months on the next purchase.


Products

  • Where else can I buy ANI products besides for the website?
    - Our products are only sold on our website. If you have any questions, you are always welcome to email us here.
  • How should I take care of my jewelry?

    - Read more about jewelry care here.

  • How should I store my jewelry?
    - Read more about jewelry care here.
  • Does your jewelry have a guarantee?

    - At ANI you always have a three years guarantee on your jewelry. The guarantee covers manufacturing and material faults. The guarantee does not cover damage or wear caused by the customer. Save your order confirmation/invoice as it serves as proof of guarantee.

  • What size should I have on my rings?

    - See our size guides here.

  • How can I find out when a sold-out product is back in stock?
    - You can click “Item Watch” and then “Notify Me When Available” under an out-of-stock product and enter your email address. You will then receive an email as soon as the product is back in stock.
  • What is gold-plated jewelry?

    - Gold-plated jewelry is covered in a layer of gold. All our 18 carat gold plated jewelry has a thick layer of gold and the core of the design is made of various metals such as sterling silver or brass. Take good care of your jewelry and protect the gold-plating. Read more about jewelry care here.

  • Does your jewelry contain nickel?

    - All of our jewelry is nickel-free and allergy friendly.

  • Is there lead in your jewelry?

    - All of our jewelry is lead-free.

  • What is cubic zirconia?
    - Cubic zirconia, CZ, is a hard and synthetic gem that is made using a chemical process. The synthetic stone is used to create sparkling earrings, necklaces, bracelets and rings.
  • Do you offer gift wrapping?
    - We're unable to offer gift wrapping unfortunately.
  • Does your jewelry contain cadmium?
    - All of our jewelry is cadmium-free.
  • What is the Responsible Jewelry Council?

    - We're proud to present that we are members in the Responsible Jewelry Council. RJC is the leading organization in the jewelry industry globally that ensures the creation of a sustainable supply chain. Read more about RJC here.



PR & Collaborations

  • I have a collaboration proposal, whom should I contact?
    - You are welcome to email our customer service department at info@ani-jewels.com
  • Can I become a retailer of your products?
    - We are so happy that you like our products and are interested in becoming a retailer. However, we sell our products exclusively on our own website.
  • What channels is ANI on?
    - Our channels: YouTube, Instagram.


Other Questions

  • How does ANI handle cookies?
    - You will find all relevant information here
  • How does ANI process my personal data?
    - You will find all relevant information here

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