FAQ

Shipping

Which shipping options are available at ANNA?

We offer both standard and express shipping. Deliveries in Austria are shipped via Austrian Post and include both shipping methods. Please note the following information about the different shipping options and the shipping time:

Austria

Shipping options	Shipping time - business days	Price
POST Express	1-2	12,00 €
POST Standard	2-3	7,00 € (free of charge from an order value of 400,00 €)

Germany

Shipping options	Shipping time - business days	Price
DHL Express	1-2	18,00 €
POST Standard	2-3	9,00 € (free of charge from an order value of 400,00 €)

Swiss

Shipping options	Shipping time - business days*	Price
DHL Express	1-2	20,00 €
POST Standard	2-3	15,00 € (free of charge from an order value of 600,00 €)
*Estimated shipping time without considering customs clearance

United Kingdom

Shipping options	Shipping time - business days*	Price
DHL Express	1-2	28 € (free of charge from an order value of 600,00 €)
*Estimated shipping time without considering customs clearance

Europe - Kat. 1

Belgium, Czechia, Denmark, Hungary, Luxembourg, Netherlands, Poland, Slovakia, Slovenia, Liechtenstein

Shipping options	Shipping time - business days	Price
DHL Express	1-2	18,00 €
POST Standard	2-4	9,00 € (free of charge from an order value of 400,00 €)

Europe - Kat. 2

Bulgaria, Croatia, France, Italy, Romania, Monaco, Serbia

Shipping options	Shipping time - business days	Price
DHL Express	1-2	16,00 €
POST Standard	3-5	12,00 € (free of charge from an order value of 600,00 €)

Europe - Kat. 3

Finland, Sweden

Shipping options	Shipping time - business days	Price
DHL Express	1-2	18,00 €
POST Standard	3-5	14,00 € (free of charge from an order value of 600,00 €)

Europe - Kat. 4

Estonia, Ireland, Latvia, Lithuania, Portugal, Spain, Norway

Shipping options	Shipping time - business days	Price
DHL Express	1-2	20,00 €
POST Standard	3-5	14,00 € (free of charge from an order value of 600,00 €)

Europe - Kat. 5

Cyprus, Greece, Malta, Turkey

Shipping options	Shipping time - business days	Price
DHL Express	1-2	20,00 € (free of charge from an order value of 800,00 €)

Europe - Kat. 6

Albania, Bosnia & Herzegovina, Faroe Islands, Iceland, Kosovo, Montenegro, North Macedonia

Shipping options	Shipping time - business days	Price
DHL Express	1-2	20,00 € (free of charge from an order value of 800,00 €)

United States

Shipping options	Shipping time - business days*	Price
FedEX Priority	1-3	28,00 €
*Estimated shipping time without considering customs clearance

SHIPPING NOTIFICATION: will be sent via email. This email contains the tracking link.

PLEASE NOTE: "Express" refers only to the shipping, the production of personalized jewelry is not accelerated by it!

Shipping outside the EU:
Customs and other fees for shipping outside the EU:

We ask for your understanding that deliveries outside the EU may incur import duties / import taxes / other fees as soon as the package is delivered. These fees and customs clearance are to be borne by our customers or the recipient.

The sender has no control over these charges, which vary from country to country. Please contact your local customs office for more information.

Please note that we cannot take over any responsibility for delivery problems on the part of the courier.

Which countries are included in ANNA’s shipping destinations?

We deliver nearly everywhere worldwide.

Unfortunately, we cannot deliver to the following regions: Dubai, Russia, Canada, Australia.

How can I track my order?

You will receive a link by email following completion of your order. You can track your order by using this link.

How are orders packed at ANNA?

Each ANNA product is carefully packaged into an ANNA gift box and shipped securely in a neutral shipping carton, along with the product description.

Returns

Can I return/ exchange a product at ANNA?

You can return or exchange your purchase at ANNA within 14 days, provided the products to be returned are have not been worn and remain in their original condition. Personalized products and custom items are generally excluded from exchange or return. Products purchased in our ANNA stores can be exchanged or refunded by means of a credit note (ANNA gift card voucher - no money back) upon return.

How can I exchange or return an item purchased at an ANNA Store?

Please note that an exchange or return can only be processed in the same manner as the order was placed. This means that items purchased in-store can only be returned to an ANNA Store.

We do not offer refunds for in-store returns. Instead, you can exchange your item for other products or receive store credit for the return value.

Personalized items, special orders and gift cards are excluded from exchanges and returns.

How can I return an item from my online or telesales order from ANNA?

Kindly note that returns can only be processed in the same manner as the order was placed. This means that online orders and telesales orders can only be returned online. Online orders and telesales orders must be returned to us via shipping. Please request your return within 14 days using this LINK. Upon receiving the return confirmation, you can send your return, in its original packaging and at your own expense, to the following address:‌

ANNA Inspiring Jewellery
Plankengasse 3
1010 Wien

Personalized items, special orders and gift cards are excluded from returns.

Can I return items purchased online at a physical ANNA location?

No, your online order cannot be returned at one of our ANNA stores.

What is the return/exchange period?

You can exchange or return standard items within 14 days of receiving your order.

Will I get my money back after a return?

After returning an online order, the amount will be credited via the original payment method. If you would like, you can also obtain a voucher for the amount of the return. This can be redeemed in our ANNA stores, via telesales or in our online store and is valid indefinitely.

Products purchased in our ANNA stores will only be refunded by credit note (ANNA gift card voucher - no money back) or can be exchanged for other products should you wish.

What are the terms and conditions of returning an item?

Please make sure that all items have been unused and are placed in their original packaging. Please ensure that all items are returned within the requisite 14-day period. Personalized items, such as products with engravings and custom-made products, such as ANNA B C necklaces with more than one letter cannot be returned. Please send your return at your own expense to the following address: ANNA Inspiring Jewelry Plankengasse 3 1010 Vienna . You can also find a detailed description of our return & cancelation policy by following this LINK.

Information about contractor and security

Contractor

Contractor is WENNA GmbH, Plankengasse 3, 1010 Vienna.

You can find more detailed information about our shipping partner under the menu item "Shipping options".

Assignment is made by ANNA Inspiring Jewellery, Seilergasse 19, 1010 Vienna.

Personal information and security

We store, process and use the personal data you provide on the order form in order to carry out the order. We only pass on some of this data to the transport companies commissioned by us to process the order. You can find our privacy policy here hier.

Prices

The prices shown include VAT at 20% and do not include shipping costs. These are listed separately and correspond to the values mentioned above.

Orders

How can I order an item?

Online orders: choose your favorite item in the online store and click. Select material, size or length if necessary, and quantity. Click on "BUY NOW" when you have finished your product selection or click on "ADD TO BASKET" if you want to continue shopping. Once you’ve added all your favorite items to the shopping cart, click on the shopping cart icon in the upper right corner. You will see all the items that are currently in your shopping cart. Complete your purchase by clicking on the "CHECKOUT" button. Note: do not forget to log into your customer account before completing the purchase, so that stars for the ANNAVERSE can be credited to you.
Orders via telesales: contact our telesales staff for consultation on ANNA products. They are happy to help you complete your order! Contact our customer service support team at 00800 9366 200 (toll free) or by e-mail at support@annaij.com.

Can I pick up an online order at a physical ANNA location?

Yes. Choose the option “Pick up” as the delivery method for your online order. Please note that pick-up is currently available only in Vienna at:

ANNA Store Seilergasse 19, 1010 Vienna

Click here.

If you would like to pick up your order at one of our ANNA stores in Germany, call our customer service hotline at 00800 9366 2000 (toll free) or contact us by e-mail at support@annaij.com, and let us know where you would like to pick up your order.

Can I cancel or change my online order?

Yes, of course. To cancel a standard jewelry order, contact our support team, at 00800 9366 2000 (toll free) or at support@annaij.com. Cancelations, exchanges, or returns can be managed easily on your customer account online under the menu item "My returns". You can request a cancelation, register a return, or exchange items upon receiving a receipt of goods if the product or the size does not meet your expectations. Please note that orders of personalized jewelry can no longer be canceled or returned.

Can I have my online order gift-wrapped?

Each of our online orders is packaged in a beautiful ANNA box and decorated with a bow.

Can I order an item that is sold out online (Single Order)?

For further information special requests concerning an item that is currently unavailable online, contact our support team at 00800 9366 2000 (toll free) or at support@annaij.com.

How long do personalized items require?

Fabrication of custom items is dependent on the product itself. Jewelry complete with personalized engravings are usually ready for shipment after 2-5 business days. The design of your MY NAME necklace is usually ready for shipment after 5 business days. For unique custom designs, fabrication time can take up to 8 weeks. Please contact our support team at 0080093366200 (toll free) at support@annaij.com.

Payment Methods

Which payment methods are available?

You can pay in-store with the following payment methods:

Cash
Credit card
GooglePay/ ApplePay
Gift cards & Vouchers

You can use the following methods online and for telesales:

Credit card
Payment with GooglePay/ ApplePay
Payment with Klarna
- Invoice
- Instant bank transfer
Payment by eps transfer
Gift cards & Vouchers

Gift Cards

How can I purchase a gift card online?

Log onto our website and find the menu item “SHOP” click and then locate the category “Gift Vouchers”. You can choose between “Email Gift Certificate” and “Gift Certificate Gift Card”. Choose the value of your voucher (available from 50€) and complete your purchase.

For “Email Voucher”, you will receive the voucher code by e-mail directly after completion of the purchase. For "Gift card voucher", your gift card will be sent to you in an ANNA gift box.

How can I redeem my gift card?

Each gift card has a specific code. Enter it online in the "Gift card or discount code" field during the payment process. The value of the gift card will be deducted directly from the amount to be paid. Should you wish to redeem your gift card in an ANNA store or via telesales, simply present your code during the checkout process. Our ANNA employees will then know what to do.

How long are gift cards valid after a purchase?

Gift cards do not expire.

Voucher Codes

How can I redeem my discount code?

You can redeem your discount code as follows:

Online: enter your discount code in the "Gift card or discount code" field at checkout. Click "APPLY" and the discount will be redeemed.
In the ANNA store: how your discount code at the checkout in the ANNA store. Our employees will then know what to do!
Via telesales: Ask our telesales staff at checkout how you can redeem your discount code.

Please note: The validity period and conditions of your discount code may vary depending on its type! Please refer to the direct information involving your discount code.

Where can I see my active discount codes?

If you are a member of our ANNAVERSE, you can find all your active discount codes and benefits on your “customer account online” Log onto your customer account, go to the menu item "ANNAVERSE" and you’ll see your active discounts.

I have not received my discount code. What should I do now?

You will find all your active discount codes on your customer account online at “My Account” under the menu item "ANNAVERSE". If you have just registered for the ANNAVERSE it may take a few minutes until all your discounts and benefits are activated and visible. (This usually does not take more than a few minutes)

If you have done everything correctly and still cannot see your discount code after a prolonged wait, please contact our support team at 0080093366200 (toll free) at support@annaij.com. A technical issue or unmet discount code conditions can be discussed with our support team.

Products & Quality

What materials are the products at ANNA made of?

Our jewelry is made of 18 carat gold or 925 sterling silver.

Are ANNA materials conflict-free?

Yes, our team works with certified conflict-free gold and fair diamonds.

Where are the products fabricated?

The majority of our ANNA jewelry and products are made directly at our in-house workshop in Vienna.

Are ANNA diamonds certified?

Most of our diamonds are certified. For more detailed information and certificates, please contact our support team directly at 0080093366200 (toll free) at support@annaij.com. Additionally, our ANNA in-store staff can provide more information.

How do I best care for my ANNA jewelry?

In order for your ANNA jewelry pieces to remain especially beautiful and for you to enjoy them longer, we require a little tender-loving-care. Find out more about the most important care instructions for your jewelry here: go to Blog post: "JEWELRY CARE"

Can I go into the water with my ANNA jewelry?

Your ANNA jewelry is real jewelry, which means that your jewelry can get wet. Nevertheless, we recommend that you take off your jewelry when showering or bathing.

What does "blackened" mean for some ANNA products?

Blackened jewelry is finished with a rhodium coating to give it its darker color. Products in silver are electroplated to protect them from tarnishing. Please note that electroplating wears off naturally over time. Gold jewelry is also rhodium plated to protect it from external influences.

How can I measure my ring size?

You can find more information in our size guide for rings: go to Ring size guide

Services & Specials

How and where can I have my bracelet changed?

You can have your original ANNA bracelet changed directly on site at any of our ANNA stores, or via mail order by ordering a bracelet change kit online.

A detailed description of the exact procedure of a bracelet change via shipping can be found here: LINK

Can I have a band change done on a third-party product?

No, a band change is only possible for your original ANNA piece of jewellery.

Can I have more than one plate threaded onto a ribbon?

Yes, of course. Just let us know directly at the ANNA store of your choice or contact our support team at 00800 9366 2000 (toll free), or at support@annaij.com.

My jewelry is broken. Can I have it repaired at ANNA?

Yes, we are happy to repair your ANNA jewelry. Ship it to our workshop in Vienna with the following information:

Subject: Repair

Address:

WENNA GmbH

Plankengasse 3

1010 Vienna

You can also drop off your jewelry to be repaired directly at one of the ANNA stores in Vienna.

How long does it take to have my jewelry repaired?

Repair times can vary depending on the jewelry type and in some cases, can take up to 8 weeks. Please contact our support team by phone at 00800 9366 2000 (toll free) or by email at support@annaij.com for more detailed information.

Can I have a third-party product repaired at ANNA?

Unfortunately, not. We can only offer a repair at our workshop for your original ANNA jewelry.

Can I have my jewelry cleaned at ANNA?

You can have your ANNA jewelry cleaned at all our stores using professional ultrasonic equipment.

Cleaning services are performed at our workshop in Vienna and require about 2 weeks to complete. Inquiries and appointments are best made directly at the ANNA Store or through our support team at 00800 9366 2000 (toll free) or at support@annaij.com.

Can I have a piece of jewelry engraved later?

Yes, this is possible if the area to be engraved is still empty. Please note that this is only possible for ANNA products.

Can I have an engraving reversed?

No, unfortunately an engraving cannot be reversed.

Can I have a "special engraving" done?

Yes. Visit us at one of our ANNA stores or contact our support team at 00800 9366 2000 (toll free) or at support@annaij.com.

Can I have any piece of jewelry engraved?

You can have almost any piece of jewelry engraved. To be absolutely sure, it’s best to contact our support team at 00800 9366 2000 (toll free) or at support@annaij.com.

Can I make my necklace longer?

Yes, it is possible to have your necklace made longer. Visit us at one of our ANNA stores or contact our support team at 00800 9366 2000 (toll free) or at support@annaij.com.

Additionally, the processing time for a chain extension is about 2-3 weeks, and the overall cost depends on the required material and on the date of purchase.

Can I have a pendant added to my necklace later?

Yes. Visit us at one of our ANNA stores or contact our support team at 00800 9366 2000 (toll free) or at support@annaij.com.

Can I enlarge or reduce the size of my ring?

Yes, of course! For more detailed information about the costs procedures involved, please visit one of our ANNA stores or contact our support at 00800 9366 2000 (toll free) or at support@annaij.com.

Can I have diamonds added to my ring later?

Yes. It’s possible to add diamonds to most rings. Visit us at one of our ANNA stores or contact our support team at 00800 9366 2000 (toll free) or at support@annaij.com.

Can I have a piece of jewelry that is not from ANNA redone at ANNA?

Yes, of course. We’d be happy to rework a piece of your jewelry according to your wishes in our workshop. Visit us at one of our ANNA stores with the piece of jewelry or send your request including photos to our support team at support@annaij.com. You can also call our support team directly at 00800 9366 2000 (toll free)

Can I design a piece of jewelry myself and have it made at ANNA?

Yes, it’s possible to have your own piece of jewelry made at ANNA. Visit us at one of our ANNA stores or contact our support team at 00800 9366 2000 (toll free) or at support@annaij.com.

Can I have my purchase gift wrapped?

Your purchase at ANNA will always be gift wrapped in our ANNA stores and for telephone orders, purchases via e-mail, or in the online store.

Can I have my purchase wrapped so the ANNA logo is not visible from the outside?

Your ANNA order will always be shipped in a standard neutral exterior box and the logo will not be visible.

ANNAVERSE - the members only club

How do I become a part of the ANNAVERSE?

Create your personal customer account online and subscribe to our newsletter. You may create the customer account directly on the website, as well as in any of our ANNA stores or by phone with our telesales team.

How do I receive my welcome bonus?

As soon as you have created your personal customer account online and subscribed to our newsletter, you will receive a confirmation email from the ANNAVERSE. The 200 ANNA-Stars that we are giving you as a start-up capital will be credited directly to your account. And you can see your 5% welcome bonus on your customer account online under the menu item “My ANNAVERSE”. Additional info: please note that it may take a few minutes for the email to arrive. Don't forget to check your spam folder!

Do I have to make a minimum sales to participate in the ANNAVERSE?

To participate in the ANNAVERSE, no minimum sales is necessary. The only requirements for participation are the creation of an online customer account and the subscription to our newsletter. Upon activation, we will even give you a start-up capital of 200 ANNA-Stars!

Are there any additional costs if I want to become a part of the ANNAVERSE?

We appreciate your loyalty and are eager to respond with something special. As such, there are no additional or hidden costs.

How do I collect/ get ANNA stars?

When you register at the ANNAVERSE, you will receive a start-up capital of 200 ANNA-Stars. Subsequent stars can be obtained with each of your purchases. Your purchase must be booked under your name and the related customer account. Additional info: please note that there are no ANNA-Stars for voucher purchases. When you return an item, the stars that you received for the purchase will be deducted from your account.

How can I reach the next level and receive even more benefits?

You will receive ANNA stars for every ANNA purchase you make. It is essential that every purchase you make is booked under your name and customer account. The more stars you collect, the more benefits you will receive. A comprehensive list of the number of stars required and their corresponding benefits can be found at the top of each category’s individual page.

How do I know which level of the ANNAVERSE I am currently in and how many stars I am missing for the next one?

In your online customer account under the menu item “My ANNAVERSE” you can see your current status and benefits. You will also see the number of stars needed to advance to the next level. You can also add your ANNAVERSE status to your Apple Wallet on your i Phone. Simply click on the "Add to Apple Wallet" button and you will always have your status with you.

How long do I keep my status?

Caution! Stars can also fall from the sky. Take care of your stars, as they disappear with time. If you want to keep your stars and your status, prove your loyalty to us by shopping at ANNA!

Where can I see my current coupons and benefits?

You can find your current vouchers and benefits in your customer account online under the menu item “My ANNAVERSE”. But you can also add them to your Apple Wallet on your iPhone. Simply click on the "Add to Apple Wallet" button and you will always have your ANNAverse vouchers with you. Note: after adding you will find your current vouchers on the back of the Apple Wallet card. Please note that once redeemed, vouchers cannot be returned or redeemed again. Only one voucher per purchase.

How do I know when a new voucher or benefit is available to me?

When a new voucher or a new benefit is available to you, you will receive an e-mail notification from the ANNAVERSE. In addition, you should regularly visit your customer account, so you are kept up to date to any new and rolling offers.

How long are my vouchers valid?

The validity period of your vouchers varies. You can see the validity and duration of a current voucher or benefit directly in your online customer account under the menu item "My ANNAVERSE". If you have also added your vouchers to the Apple Wallet on your iPhone, you will also find the respective validity there on the back of the wallet card.

How can I redeem my vouchers?

You can redeem your bonus vouchers (depending on the type) online, in an ANNA store of your choice, or via telephone. More detailed information on how and where you can redeem your vouchers can be found for each individual voucher in your online customer account under the menu item "My ANNAVERSE". Note: click on the small ? (question mark icon) on your voucher to get more detailed information. Please note: when purchasing a voucher card or a single diamond (applies to all products in the category "Single diamonds"), no discount codes can be redeemed.

Will I get a voucher refunded if I return something?

Each voucher can only be redeemed once. In the event of a return or exchange, the voucher that was redeemed for that purchase will not be reissued.

Can I terminate my participation in ANNAVERSE at any time and free of charge?

You can of course terminate your participation at any time and free of charge by simply unsubscribing from our newsletter. If you also want to deactivate your customer account, please contact our support at support@annaij.com or via 0080093662000 (free of charge). Note: This will also cancel any and all future benefits that you would have received from us prior to the cancelation of your subscription.

Can I rejoin the ANNAVERSE after I have unsubscribed?

If you change your mind after unsubscribing, you can rejoin the ANNAVERSE at any time by registering for the newsletter again (provided you still have an active customer account). If you also need to reactivate your customer account, please contact our support at support@annaij.com or 0080093662000 (free of charge).

How can I log in to my customer account online?

In the desktop version, you will find the login icon to your customer account in the menu bar on the top right. After clicking, you will be taken directly to the login area. Simply enter your registered e-mail address and your password. In the mobile version, you will find the icon for logging into your customer account at the top left of the dropdown menu.

Can I have a purchase added to my customer account if I’ve forgotten to log in or attach it to my customer account?

Unfortunately, a purchase for which you were not logged in cannot be posted to your account later. So, please remember to log into your customer account every time you make an online purchase. If you are shopping in an ANNA store, please let our employees know you are a part of the ANNAVERSE. Our ANNA staff will then know what to do!

Stores

Do I require an appointment if I want to visit an ANNA store?

No, you don't need an appointment to visit an ANNA store. Just come by during our opening hours. We look forward to seeing you!

Can I make a personal appointment at an ANNA store?

You are welcome to make an appointment online for any ANNA store. Our ANNA employees will make time just for you and can attend to any individual wishes. LINK

Where can I find the opening hours of each ANNA store?

You can find the opening hours of our ANNA stores on our website under "Store Locations". Simply click on the city and then on the stores you wish to visit.

Can I also buy the ANNA dolls from the ANNA stores?

Yes. Our ANNA Dolls are available for purchase. You can find more information under the following link: "ANNA Dolls"

Can I buy the pictures in the ANNA stores?

Yes, our pictures are available for purchase. Talk to our staff directly in the respective ANNA shop or contact our support team at 00800 9366 2000 (toll free) at support@annaij.com .

Can I have a band exchange done directly at an ANNA store?

You can have your ANNA bracelet changed directly in any ANNA store.

Is engraving done directly in the ANNA Store?

Engraving is done at our ANNA workshop in Vienna and usually takes 2-3 business days (please note that you must consider shipping time to the respective country).

Can I have my jewelry cleaned directly at an ANNA shop?

Yes, you can have your ANNA jewelry cleaned directly in an ANNA store where we use a professional ultrasonic device. The time required for this is usually 15 minutes. Complete service is performed at our workshop in Vienna and takes about 2 weeks. Inquiries and appointments for this are best made directly at the ANNA Store or via our support team at 00800 9366 2000 (toll free) or at support@annaij.com.

Careers at ANNA

I would like to work at ANNA. Where can I find the available positions?

Thank you for your interest in ANNA as an employer. You can find any available positions at our website under “Careers” (We look forward to your application

I would like to work at ANNA, but no suitable position is advertised. Can I make an unsolicited application?

You are more than welcome to send us an unsolicited application. Simply send your complete documents (CV, letter of motivation and all relevant references/certificates) to application@annaij.com.

Does ANNA offer internships or apprenticeships?

Unfortunately, we do not currently offer any positions for an internship or apprenticeship at ANNA.

FAQ