Returns & Refunds
What is your return policy?
You have 30 days from delivery to request a return for a refund. All returns go through our returns portal at return.anate.co — it takes about two minutes.
The full Returns & Refunds Policy is always the authoritative version.
How do I start a return?
Go to return.anate.co, enter your order number and email, and select the item(s) and reason. Once approved, you’ll receive a prepaid, tracked return label by email — pack the piece in its original box and pouch, and drop it off within 14 days.
Please don’t ship anything without an approved return request or with your own label — we won’t be able to accept it.
What condition must items be in?
In short: unworn and unused, complete (chain, backing, and every component), and returned with all original packaging — box, pouch, care card, and any tags or seals. Handle the piece only as you would in a shop.
Every return is photographed and inspected on arrival. If it doesn’t meet the conditions in our Returns & Refunds Policy (the source of truth), we’ll email you the inspection photos and the reason before sending it back to you.
Do I pay for return shipping?
Yes — the exact cost is shown in the returns portal before you confirm your return.
If your item arrived faulty, damaged, or isn’t what you ordered, we reimburse that cost in full together with your refund — you’re never out of pocket for our mistake.
One important tip: always use the label we issue (it’s tracked and routed correctly), and never write “jewellery”, “gold” or “diamond” on the outside of the parcel.
When will I get my refund?
Your return is inspected within about 3 business days of arriving at our returns centre, and we email you the outcome. Approved refunds go back to your original payment method within 10 business days; your bank may take a little longer to post it.
If more than 15 business days have passed since your refund was approved, contact us at support@anate.co.
Can I exchange an item?
The fastest way is to return the original piece and place a new order — your refund and your new order run in parallel instead of waiting on each other. Details in our Returns & Refunds Policy.
Is there anything you can’t take back?
Some items are excluded — in particular gift cards and items marked Final Sale at the time of purchase (see our Returns & Refunds Policy for details). This never affects your rights if an item is faulty or not as described.
My item arrived damaged or isn’t what I ordered — what do I do?
Please inspect your order when it arrives. If something is damaged, missing, or wrong, contact us at support@anate.co — ideally within 7 days of delivery — with your order number and clear photos. We’ll arrange a replacement, repair, or full refund, and reimburse your return shipping in full.
Craftmanship Warranty
Do your pieces come with a warranty?
Yes — every Anaté piece is covered by a 1-Year Craftsmanship Guarantee from the date of delivery.
It’s in addition to (and never limits) your statutory rights as a consumer.
Full terms in our Terms of Service.
What does the warranty cover?
Manufacturing defects — for example loose stone settings, clasp failures, or structural weakness under normal use.
Each claim is assessed individually and in accordance with the terms outlined in our Terms of Service.
What is not covered?
Among other things: oxidation and natural tarnishing of metals, general wear and tear, scratches or surface damage, accidents or mishandling, improper care (for example exposure to harsh chemicals), and lost or stolen items.
This is a summary, not the full list — in general, please refer to our Terms of Service.
We assess each claim to determine whether an issue is a manufacturing defect or wear and tear.
How do I make a warranty claim?
Email support@anate.co with your order number and clear photos of the issue. We’ll review it and guide you through the next steps.
