FAQ

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

COVID-19: Please note that you may experience temporary delays in the ordering process due to the extra safety measures we are implementing to help protect our teams and our customers. We expect orders to ship within 3-5 business days from the date of purchase. During this period, we are unfortunately not able to offer expedited shipping.

Shipping times within the continental U.S.:

Method

Carrier

Speed

Economy

FedEx

4-7 Business Days

* Not available to P.O. Boxes

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

Shipping times outside of the U.S.:

Method

Carrier

Countries

Speed

Economy

FedEx

All

7-14 Business Days

Should you need to edit the address for your shipment or request a cancellation, or you have the need to 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, combined with pure silver, 24k gold, and rose gold. Our pieces also utilize materials like stainless steel, plated metals, 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 Italy, 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 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