FAQs

 
  • 1. Shipping & Delivery  
  • 2. Returns & Refunds  
  • 3. Cancellation Of Orders  
  • 4. Gift Wrapping Service  
  • 5. Wholesale Availability 
  • 6. About Our Jewellery  
  • 7. How To Take Care Of Your Jewellery   
 
Please note that these policies are designed to outline our general approach to various matters. Individual cases may vary, and we will assess each situation on a case-by-case basis to ensure the most satisfactory resolution for our customers. If you have any questions or need further assistance, please don't hesitate to contact our customer support team. 

1. Shipping & Delivery  
Q: How are orders shipped?

A: We offer free 2nd Class Recorded Delivery via Royal Mail to All UK customers.
All orders will receive a tracking number. Other shipping options will be available at checkout, however, may require extra additional fees. Please note that even if the shipping option selected may state “next day delivery”, it will still take up to 3 days to process your order.

UK Customers Via Royal Mail:
• 1st Class Recorded & Signed For Delivery £3.99
• 2nd  Class Recorded & Signed For Delivery (Free)
• UK NEXT DAY Guaranteed By 1pm £7.99 (Free for orders over £75)
EU (European Union) Customers Via Royal Mail:
• International Signed For Delivery £7.99 (Free for orders over £75)
International Customers Via Royal Mail:
• International Signed For Delivery £9.99 (Free for orders over £100)

Q: How long does shipping take for non-personalised items?  
 
A: We aim to ship non-personalised items within 3 working days. Estimated delivery times are as follows:

UK delivery: 3-5 days (excluding order processing time)
International delivery: 7-15 days (excluding order processing time)
Q: What about shipping for personalised items?  
A: Personalised items require additional processing time of 2-4 weeks. Please keep this in mind when placing your order.

Q: Are there any additional charges or customs fees?  

A: Customs Duties & Taxes will not be visible or included at checkout but may be present for some countries when the item is received.

For all international customers, duties and taxes are their responsibility. Any refused or returned non- personalised orders will be refunded excluding their shipping fee. Refused or returned Personalised items can not be refunded.

Please check online or with your local customs office if you are looking for an estimate on how much tax and duty rates your country charges when receiving international orders.
 
Q: My order is delayed, what do I do?

A: Although our team works tirelessly to ensure customer satisfaction, delays may occur due to unforeseen circumstances beyond our control, such as an unexpected increase in demand or temporary supply chain disruptions.

Please accept our sincere apologies for any inconvenience this may cause. During these times, we ask of you to be patient and use the tracking information provided for any updates. 

2. Returns & Refunds  
Q: Can I return personalised items?  
A: Personalised items are specially made for you and are non-refundable or eligible for returns.
Q: Can I return non-personalised items?  
A: Yes, you can return non-personalised items in their original condition within 7 days of receiving  your order. Please note that ANAQA reserves the right to refuse a refund if the items are returned in a poor condition.

The cost of shipping the return is to be paid by the customer unless the item is damaged. And the refund will not include any shipping fees paid at the time of purchase.
Q: How do I return my order?

A: Please contact us via our contact form or chat box. You will be provided with an instruction manual and a return address.

Q: How long does it take to process a refund?  
A: Refunds will be issued to your original method of payment after we receive the item in its original condition. Please allow 5-7 working days for the refund to be processed. The release of funds will depend on your bank and their processing times.

Q: Will I be notified when the refund has been released?  
A: Yes, you will be notified once the refund has been released.

Q: What should I do if I receive a damaged or defective item?
A: In the unlikely event of receiving a defective or damaged item, please contact us immediately. We may offer options such as a full refund (with ANAQA covering the return postage cost) or an exchange. Providing photo evidence of the defective/damaged items will be helpful for further investigation. 
3. Cancellation of Orders  
Q: Can I cancel my order?  
A: Non-personalised orders can be cancelled within an hour of purchase. However, personalised items cannot be cancelled after being purchased. 
4. Gift Wrapping & Packaging  
Q: What packaging does the jewellery come in?  
A: Most of our jewellery comes in an elegant fold over or tie velvet pouch. Packaging details, if included, will be mentioned in the product description.

5. Wholesale Availability 
Q: Do you offer wholesale discounts?  
A: If you'd like to place an order of more than 10 pieces of the same product, please contact us for a wholesale discount. 
6. About our Jewellery 
* Please be mindful when entering impure places e.g. toilets with any of our Islamic Jewellery pieces. The Islamic Jewellery range should only be worn during special occasions and after you have done ablution (Wudu). It should not be worn at any impure (Najis) Places or come into contact with anything impure 
Q: What is the jewellery made of? 
A: Gold and rose gold jewellery feature 18K gold plating on high grade stainless steel. Silver and black jewellery feature electroplated stainless steel, therefore, no real gold is used in the making.
Q: How should I care for my jewellery?

A: For guidance on how to take care for your jewellery, please refer to our care instructions below.

7. How to Take Care of Your Jewellery  
To keep your stainless steel and plated jewellery looking its best, follow these simple care instructions: 

1. Clean it regularly: Use a soft cloth or non-abrasive sponge with mild soapy water to gently clean your  jewellery. Avoid harsh chemicals or abrasive cleaners.

2. Dry it thoroughly: After cleaning, dry your jewellery completely with a soft cloth to prevent water spots or stains.

3. Avoid harsh chemicals and environments: Keep your jewellery away from chlorine, bleach, and household cleaners. Don't wear it in humid or moist environments.

4. Store it carefully: Store your jewellery in a clean, dry place. Use a jewellery box or pouch to prevent scratching and tangling.

5. Remove before activities: Take off your jewellery before engaging in activities that could damage it, such as intense physical activities or applying lotions.

6. Polish gently (if needed): If your jewellery loses its shine, use a specialised stainless steel or plating jewellery polishing cloth to restore its luster. 

By following these easy steps, your stainless steel and plated jewellery will stay beautiful for a long time. If you have any questions, feel free to contact our customer support team ♡