Refund policy
Returns & Refunds
We want you to love your Anaté piece. If it isn't right, you have 30 days from delivery to request a return.
All returns are handled through our returns portal: return.anate.co
1. How to return an item
- Go to return.anate.co and enter your order number and email.
- Select the item(s) and reason for return.
- If your request is approved, you will receive a prepaid, tracked return label by email, along with the address of the returns centre nearest to you.
- Pack the item in its original box and pouch, attach the label, and drop it off within 14 days of your request being approved.
Items sent back without an approved return request will not be accepted and may be returned to you or held at your cost. We are unable to accept returns to any address other than the one on the label we issue.
2. Condition of returned items
To be accepted, an item must be:
- Unworn and unused, with no scratches, sizing marks, resizing, alterations or signs of wear;
- Returned with all original packaging — box, pouch, care card, and any tags or seals still attached;
- Returned complete — a missing chain, backing, or component means the return cannot be processed;
- Returned in re-sellable condition. The item must be exactly as it left us. Any handling beyond what is strictly necessary to inspect the piece — exposure to skin, perfume, cosmetics or cleaning products — is not permitted and will render the return ineligible.
Every returned item is photographed and inspected on arrival at our returns centre, and every outbound order is photographed before sealing. These records are used to assess the condition of the item and to resolve any dispute about what was sent or received.
If an item arrives in a condition that does not meet the above, the return will be rejected and the item sent back to you at your cost. We will email you the inspection photographs and the reason before doing so.
If you are an EU consumer exercising your statutory right of withdrawal, we will instead accept the return and apply a deduction from your refund reflecting the reduction in the item's value (see Section 9).
3. Who pays for return shipping
- Change of mind / wrong size / doesn't suit you: the cost of return shipping is yours. The exact amount is shown in the returns portal before you confirm, and is charged at that point. Your original shipping and any duties or taxes included in your order are refunded only where the law requires it (see Section 9).
- Faulty, damaged, or wrong item sent: you pay for the return shipping at the portal as above, and we reimburse it in full as part of your refund, together with everything else you paid. Keep your receipt. You will not be out of pocket.
Return shipping is paid by you through the returns portal at the point you request the return, whichever the reason. Where the return is our fault, that cost comes back to you in full.
4. Protecting your return in transit
Jewellery is small, valuable, and attractive to thieves. Please:
- Use only the label we issue. It is tracked, and it routes to the correct returns centre.
- Keep your drop-off receipt and tracking number until your refund is confirmed. This is your proof of return.
- Do not write "jewellery", "diamond", "gold" or similar on the outside of the parcel, and do not use branded packaging as the outer box. Most carriers exclude high-value jewellery from their standard cover, and a marked parcel is far more likely to go missing.
Risk in transit. Until the item reaches our returns centre, it remains your responsibility, and we cannot refund an item we have not received.
5. Refunds
Once your return reaches our returns centre it is inspected, usually within 3 business days of arrival. We will email you the outcome.
If approved, we refund to your original payment method within 10 business days of approval. Your bank or card issuer may take additional time to post the refund. If more than 15 business days have passed since we confirmed your refund was approved and you have not seen it, contact us at support@anate.co.
6. Exchanges
The fastest way to get the piece you want is to return the original and place a new order — your refund and your new order run in parallel rather than in sequence.
7. Items we cannot accept back
- Gift cards.
- Items marked Final Sale at the time of purchase.
This does not affect your rights if an item is faulty, not as described, or if you are an EU consumer exercising your statutory right of withdrawal (Section 9).
8. Damaged, faulty, or wrong items
Please inspect your order on arrival. If a piece arrives damaged, if an item is missing, or if you have received the wrong piece, contact us at support@anate.co as soon as possible, and ideally within 7 days of delivery, with your order number and clear photographs. We will arrange the return and provide a replacement, repair, or full refund. Any return shipping you pay is reimbursed in full (see Section 3).
The 7 days is not a deadline that removes your rights — it is the window in which we can still make a claim with the carrier, and in which the cause of the damage can be established with confidence. If you report shipping damage or a missing item later than that, we will still look at it, but we may ask for more information, and where the evidence is inconclusive we may not be able to treat it as a shipping issue.
All Anaté pieces are covered by our 1-Year Craftsmanship Guarantee, which covers manufacturing defects, including loose stone settings, clasp failures, and structural weakness under normal use, for one year from the date of delivery. Exclusions apply — see our Terms of Service. To make a claim, contact us with your order number and clear photographs of the defect.
This guarantee is in addition to, and does not limit, your statutory rights as a consumer.
9. EU consumers — your right of withdrawal
If you are a consumer in the European Union, you have a legal right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. This right sits alongside our 30-day policy above, and where the two conflict, your statutory rights prevail.
- How to withdraw: use the "Withdraw from contract here" function, available in the footer of every page of anate.co and at anate.co/withdrawal. You do not need to log in or start a return first. You may also simply email us a clear statement of your decision at support@anate.co. We will confirm receipt of your withdrawal by email, stating the date and time we received it.
- Withdrawing is not the same as requesting a return. Starting a return at return.anate.co is a request under our 30-day policy. If you want to rely on your 14-day statutory right, use the withdrawal function above — we will then send you the return instructions.
- Sending the goods back: return the item within 14 days of telling us you are withdrawing.
- Cost of return: you bear the direct cost of returning the goods, which is shown in the returns portal.
- Your refund: we refund the full price you paid, including the standard outbound delivery cost and any duties or taxes included in that price, within 14 days of receiving the goods back or of receiving proof that you have sent them, whichever is earlier.
- Condition: you may handle the item only as you would in a shop. If you handle it beyond that, we may reduce your refund to reflect the loss in value. We will always tell you the amount first.
- Certain goods are excluded from the right of withdrawal by law, including goods made to your specification or clearly personalised. We will tell you at the point of purchase if this applies to an item.
10. Fair use of this policy
We reserve the right to refuse orders or returns from customers with a pattern of excessive or fraudulent returns, and to decline to issue a return label where we reasonably believe a return is fraudulent. This does not affect any statutory right of withdrawal.
11. Third-party service providers
We use third-party providers to operate parts of our service, including payment processing, fulfilment, and returns handling. Our returns portal at return.anate.co and our regional returns centres are operated on our behalf by a specialist returns provider. Personal data shared with these providers is handled in accordance with our Privacy Policy.
Anaté remains solely responsible to you for your order, your return, and your refund.
12. Contact
support@anate.co — for anything to do with a return, refund, or guarantee claim.