Refund policy

30-day returns

To request a return or exchange, contact hello@anaisandaimee.co.uk within 30 days of receiving your order. Include your order number and the items you wish to return. We will provide return instructions and, for eligible UK returns, a prepaid label.

Under our additional 30-day returns offer, items must be unworn, in their original packaging and accompanied by proof of purchase. UK returns are free when using the prepaid label we provide. International return postage is not covered by this offer.

Sale and promotional items

Under our additional 30-day returns offer, sale items are eligible for exchange only, subject to availability. This does not limit your statutory cancellation or faulty-goods rights, including any right to a refund.

Items bought during site-wide promotions, such as Black Friday, follow our standard returns offer unless identified as sale items. Earrings and personalised or engraved jewellery are excluded from our additional change-of-mind offer.

Earrings and personalised jewellery

Earrings and personalised or engraved jewellery are excluded from our additional 30-day change-of-mind offer. Any statutory rights that apply to your order remain unaffected, including rights relating to faulty or incorrectly described goods.

Gift cards are excluded from our additional change-of-mind returns offer, except where a refund is required by law.

UK online cancellation rights

For eligible UK online purchases, you can tell us you wish to cancel within 14 days of receiving the goods, then return them within a further 14 days. These rights also apply to sale items. You may inspect goods as you would in a shop; a deduction may apply for handling beyond what is necessary.

Personalised or custom-made items are generally excluded from change-of-mind cancellation. Sealed goods unsuitable for return for health or hygiene reasons may be excluded once unsealed. These exceptions do not remove your rights if goods are faulty or not as described.

For a statutory cancellation, we refund the applicable standard outbound delivery cost. Refunds are made within the applicable statutory timescale, normally within 14 days of receiving the returned goods or evidence of return.

Faulty or damaged items and warranty

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.

Refunds and exchanges

Once your return has been received and assessed, we will confirm the outcome by email. Approved refunds are returned to the original payment method. We aim to process them within 10 business days, and always within any applicable statutory deadline. Your bank may take additional time to display the payment.

For an exchange, contact us before returning your item so we can check availability and provide instructions. If you are returning a gift, please contact our Customer Care team for help; refunds are paid to the original purchaser’s payment method.

For orders delivered outside the UK, any mandatory local cancellation or consumer rights continue to apply. This policy and our additional one-year warranty do not limit statutory rights.

For further information, see our Returns & Exchanges page or email hello@anaisandaimee.co.uk.