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Shipping & Returns

ORDERING ONLINE 

Payments online can be made through debit card or credit card. 
We also offer Klarna Financing for 12 months on purchases up to £5000 at checkout. 

You will receive an email confirming your order has been placed when the payment has been taken. If you are having issues with online payments please contact info@ana-thompson.com


SHIPPING

To return your product, please email us to info@ana-thompson.com for further information. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

For more information or for any queries, please contact info@ana-thompson.com.

SHIPPING FEES 

  • UK and Ireland Postage: Free UK Shipping. 
  • Rest of the World:  £70 Fedex Express
  • Free Worldwide Shipping on all orders over £500.
  • ​Your order will be dispatched in an unbranded external envelope. The jewellery is packaged in a branded Ana Thompson Fine Jewellery packaging. If you would like a personal message to accompany any gift orders, please contact us directly.

UK ORDERS

  • Orders are dispatched using Royal Mail's Special Delivery Guaranteed by 1pm service. All UK orders are fully trackable and fully insured. 
  • Parcels will need to be signed for in person, so please state a delivery address where someone will be present to receive it. In the event that nobody is available to receive your item, a card will be left providing you with the option to have the item delivered at a later date or to collect your parcel from your local collection Post Office depot. A tracking number will be supplied via email when your order has been dispatched.
  • If you would prefer to collect your piece directly from our London Studio, please contact info@ana-thompson.com 

WORLDWIDE SHIPPING

  • For deliveries to the rest of the world we use FEDEX, which is fully trackable and ensured.  Any customs charges are the sole responsibility of the customer. A tracking number will be supplied via email when your order has been dispatched.

 RETURN & EXCHANGE POLICY


We hopes that you are absolutely captivated with your jewellery. If for any reason you are not entirely satisfied with your purchase we are happy to offer an exchange or credit note within 30 days of purchase, in keeping with UK laws.

Alternatively, we will refund a sale made through this website if it is returned unused, in perfect condition, and its original packaging within 14 working days of your receipt of the order. If your order arrives back with us later than 14 working dates, we can only offer an exchange or credit note. 


EXCEPTIONS

Please be aware that special orders purchases exempt from refund and exchange policies.

Non refundable orders are listed below:

Commissioned bespoke designs. 

Customised or personalised pieces (ie resized rings, custom chain lengths, engraved jewellery etc) 

items made in a specific metal or stone of your choice. 

Rings with a bespoke sizing. 

Pieces that have been work or damaged 

Items offered at a discount rate. 

For hygiene reasons we do not accept exchanges or refunds of earrings bought online unless they are defective or faulty.

To complete your return, you must e-mail us at info@ana-thompson.com for further information with your order number and return the goods within 14 days of receiving your order.

We advise you to keep your proof of posting and to pack your jewellery with care in the original packaging. Please include your original order slip and notify us of the return to info@ana-thompson.com.

Once we are in receipt of the return we will credit your account within 14 days, for the full amount of the goods excluding any delivery charges.  

There are certain situations where only partial refunds are granted: 
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

WORLDWIDE RETURNS 

  • If you are based out-with the UK and would like to return an order, you as the customer will be responsible for any customs charges due on the item for it to  be returned to the UK. If you have received free shipping (available for all orders over £500) your  refund amount will be reduced by £70, to reflect our initial shipping fee.
  • International customs duties and sales taxes are non-refundable for shipments outside the UK. 
  • Please return via a trackable, insured service. If you would like this to be arranged for you via FEDEX, please contact info@ana-thompson.com the shipping fee for this is £90 and will be deducted from your refund upon receipt of your order. We recommend this option to ensure your parcel is returned within our 14 days refund policy. 

UK RETURNS 

  • Please return your order using a trackable service, insured service ( i.e Royal Mail Special Delivery) To ensure safe arrival. Please note this is not a pre-paid service and you will be responsible for shipping cost.
  • Return address: ANA THOMPSON FINE JEWELLERY, THE GOLDSMITHS CENTRE, 42 BRITTON STREET, LONDON, EC1M5AD 
  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

  • If an item has been purchased with free UK shipping and is then returned for refund, the shipping charge (£10) will be deducted from the refund total. This applies to a refund only, rather than an exchange.

  • In the interests of fraud prevention, your refund will be issued by the same method by which you paid within 7 days of receipt of the return


LATE OR MISSING ITEMS 

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@ana-thompson.com.

NON REFUNDABLE GOODS

We are unable to accept returned goods which have been worn or damaged, or if there is a subsenquent manufacturing fault within a period of 1 month after delivery. All the items returned as faulty will be inspected, and any item displaying damage deemed to be a result of a fair wear and tear will be not be accepted as faulty. Items deemed to have suffered wear and tear may be repairable. We will make a small charge for this service and for postage.  

SALE ITEMS 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@ana-thompson.com


Thank you for shopping with Ana Thompson Fine Jewellery.