Order & Payment
Can i amend my order
If you need to amend your order, please contact us by phone on +44 (0)20 3006 8058 within one hour of placing your order.
To help us assist you quickly, please have the following details ready:
- Your order number
- The name on the order
- Your delivery address
We’re happy to help with simple amendments such as updating delivery details, contact information, or gift messages. Once an order has been placed, we’re unable to change the payment method. If needed, we can cancel and refund your order so you can place a new one using the correct card.
If you’d like to add another item to your order, we recommend placing a separate order and letting us know as soon as possible. We’ll then be happy to refund the additional postage cost for you.
Can i cancel my order?
If you need to cancel your order, please contact us by phone on +44 (0) 2030068058 within one hour of placing your order.
If your order is placed outside of our office hours, or if we’re unable to amend it in time, our team will be happy to assist you with a return and refund in line with our returns policy.
If your order is placed over the weekend or outside of office hours, please feel free to leave a message with our Customer Care team. While we can’t guarantee changes once an order has been processed, we’ll do our best to catch it before it is dispatched when we return to the office.
Return & Warranty
How can I return my order?
Contact hello@anaisandaimee.co.uk within 30 days of receiving your order to request an eligible return or exchange. Include your order number and the items you wish to return. See our Returns & Exchanges information for conditions, exclusions and UK cancellation rights.
What should I do if my jewellery is faulty?
If an item arrives faulty, damaged or incorrect, email hello@anaisandaimee.co.uk with your order number and a description of the issue. A clear photograph can help us assess it; please contact us if you cannot provide one.
Our jewellery has a one-year warranty for manufacturing or material faults. This additional warranty does not affect your statutory rights, which may continue after the warranty ends. We will advise on the appropriate remedy for your circumstances.
Can I return earrings?
Earrings are excluded from our additional 30-day change-of-mind offer. Where statutory cancellation rights apply, the hygiene exception depends on whether a suitable hygiene seal has been opened. Your rights for faulty or incorrectly described goods are unaffected. Please contact us about your order, or read our Returns & Exchanges information.
Can you repair my jewellery?
We do not currently offer a separate repair, re-plating or ring-resizing service. Our jewellery carries a one-year warranty for manufacturing or material faults, under which we can assess your piece for a replacement.
Contact us with your order details and a description of the issue. Read our Returns & Exchanges information for support. Your statutory rights are not affected by the warranty or by its expiry.
Returning a gift order
We understand that sometimes a gifted piece may not be quite right — and you may wish to exchange it without contacting the original purchaser or having access to the order number. Don’t worry, we’re here to help.
Rather than using our returns portal, please contact our Customer Care Team directly. They’ll guide you through the exchange process and advise on the next steps.
A few things to keep in mind when returning a gift:
- Please include your own email address on the returns form, so your exchange can be processed without notifying the original purchaser.
- Let us know the address you’d like the exchanged item sent to.
- Refunds can only be issued to the original payment method used at checkout. If a refund is required, it will be returned to the original purchaser. Alternatively, we’re happy to offer store credit directly to you.
Shipping &Delivery
How long does UK delivery take?
Standard UK delivery takes approximately 5–7 business days, Monday to Friday excluding bank holidays. Personalised name necklaces require 10–12 business days for production before dispatch; delivery time is additional.
My tracking hasn’t updated — what should I do?
If you’re in the UK and your tracking hasn’t updated for a few days, please contact our Customer Care team and we’ll be happy to look into this for you.
For international orders, brief pauses in tracking are common while parcels move through international networks or customs. If there has been no update for more than five days, please get in touch and we’ll investigate further.
How do i track my order?
Looking forward to receiving your jewellery? You can track your order using the link provided in your shipping confirmation email. If you have an Anais&Aimee account, tracking details can also be found in the Orders section of your account.
Alternatively, you may enter your tracking number directly on the courier’s website using the links below.
If you have any questions about your delivery, our Customer Care team will be happy to assist.
Are you able to deliver worldwide?
We offer international shipping to many destinations worldwide. However, due to courier or customs restrictions, there are currently a small number of locations we’re unable to deliver to.
For the most up-to-date information, please visit our Delivery page.
My order is being returned to the seller by the courier
If your tracking indicates that your parcel is on its way back to us, this usually means the courier encountered a delivery issue.
Our Customer Care team will be happy to rearrange redeliver — just need to reconfirming with your full delivery address and we’ll take care of the rest.
Product Care, Materials
What does the Anais&Aimee warranty cover?
All Anais&Aimee jewellery is covered by a one-year warranty. During this period, we offer complimentary replacements for items found to have manufacturing or material faults.
If your piece develops a fault due to a manufacturing issue, please contact our Customer Care team and we’ll be happy to assist with a replacement.
Our warranty does not cover loss, accidental damage, general wear and tear, or damage caused by improper use or storage.
Proof of purchase is required to activate the warranty. If you’re unable to locate your order number, please get in touch and we’ll be happy to help find it for you.
Please note that our warranty applies only to purchases made directly through Anais&Aimee. For items purchased via one of our stockists, we kindly ask that you contact the retailer directly for assistance.
This warranty is additional to your statutory rights and does not limit them, including after the warranty expires.
Is Anais&Aimee jewellery made from solid silver?
Check the material specification on each product page. Our gold-colour pieces have a Vintage Gold finish over an S925 sterling silver base. S925 describes sterling silver containing 92.5% silver; Vintage Gold describes the surface colour and finish.
Stone, pearl and other decorative details vary by design. If a specification is unclear, contact us before ordering.
What should I do if my jewellery is lost or stolen?
Our warranty does not cover loss or theft once an order has been successfully delivered and signed for.
If you have any concerns about your delivery or believe there has been an issue during transit, please contact our Customer Care team as soon as possible and we’ll be happy to advise.
Affiliate , Press
How can I collaborate with Anais&Aimee?
We’re always happy to hear from creators who feel aligned with Anais&Aimee. If you’re interested in collaborating with us, please get in touch via this page to share more about yourself.
Our team will review your details and will be in touch if it feels like the right fit.
Gift Card
Where can I purchase a Virtual Gift Card?
You can purchase a Virtual Gift Card from Anais&Aimee Virtual Gift Card Buy here
Where can I spend my Gift Card?
Gift Cards are redeemable online at anaisandaimee.co.uk
How can I check my Gift Card balance?
Your balance can be obtained by contacting our Customer Service team.
Can I return an item purchased using a Gift Card?
Yes, The amount of the return will be refunded back onto your Gift Card. Cash or credit / debit card refunds will not be given for purchases made using a Gift Card.
Does the Gift Card ever expire?
Yes, Anais&Aimee gift cards are valid for 12 months from the date of purchase. If you’re unsure when your Gift Card expires please contact us.
What happens if I lose my Gift Card?
We cannot replace or reimburse the balance if the Gift Card is lost.