- My Aneka
ANEKA Frequently Asked Questions
We would love to hear from you. Please send our team all queries or feedback to contact@maisonaneka.com
SHIPPING DETAILS
WHICH COUNTRIES DOES ANEKA PROVIDE SHIPPING TO?
Aneka provides complimentary global shipping, except for China at the moment. Please be advised that deliveries cannot be made to all PO boxes, hotels, or campuses.
HOW DOES ANEKA HANDLE SHIPPING AND WHAT ARE THE ASSOCIATED COSTS?
Aneka relies on Ferrari Group as its primary global courier, offering complimentary standard shipping for all orders. Shipments to the European Union, United Kingdom, and Canada are dispatched with delivery duty paid (DDP). For shipments to other countries, please consult local regulations regarding import taxes and duties. Your shipment is fully insured through Ferrari Group and requires a signature upon delivery. However, please note that our insurance coverage ends once your parcel is delivered and signed for.
WHEN CAN I EXPECT TO RECEIVE MY ORDER?
Aneka strives to deliver in-stock items within 5 to 7 working days. Please note that delivery times for made-to-order and personalized pieces may differ, and you will receive detailed information during the checkout.
CAN I MODIFY MY DELIVERY ADDRESS ONCE THE ORDER IS CONFIRMED?
Once your order is confirmed, you will be able to adjust the delivery address by contacting our Customer Service team at contact@maisonaneka.com. Remember to provide your order number and the updated delivery address in your email. This change can be done in the next 6 hours following your order.
I’VE MADE A PURCHASE BUT HAVEN’T RECEIVED MY PACKAGE YET. WHAT SHOULD I DO?
Please allow 5-7 working days for standard shipments to reach you. Once your order has been dispatched, you'll receive an email containing all pertinent shipping and tracking information. If you haven't received this email or face any other issues, please contact the Aneka Customer Service team at contact@maisonaneka.com.
RETURNS & EXCHANGES
WHAT ARE ANEKA’S POLICIES REGARDING REFUNDS AND EXCHANGES?
To initiate a return or exchange, please notify the Aneka Customer Service team at hello@maisonaneka.com within 14 days of receiving the product. Please be aware that custom-made and engraved items cannot be refunded or exchanged. Moreover, each standard purchase is eligible for exchange only once.
All returned products undergo a thorough quality check by Aneka Customer Service team. The jewellery must remain unworn and be returned in its original box with the certificate of authenticity and receipt. Please ensure proper protection of the product during the return process. If your return passes the quality check, the original payment method will be refunded. Aneka does not offer refunds for items not returned, incomplete, or in any condition other than their original state. For exchanges, if your return passes the quality check, you will receive a new product or a gift card with a validation date of 12 months.
Aneka offers free return labels through Ferrari Group for customers in the European Union and the United Kingdom. For customers in other countries, please arrange the return with a local carrier. If the purchase was made at an Aneka store, the product may be exchanged at the nearest Aneka store within the country of purchase. Upon satisfactory completion of our quality assessment, your refund will be processed within 5-7 business days.
Aneka Jewels
De Burburestraat 20
2000 Antwerp
Belgium
HOW CAN I CHECK THE STATUS OF MY RETURN?
To track the whereabouts of your return package, refer to the tracking number furnished by your selected carrier, or email the Aneka Customer Service team at hello@aneka.co for updates on your return status.
WHAT IF THERE’S A DEFECT IN THE JEWEL?
Defective jewels are replaced free of charge. To report any faults, please send a detailed description of the issue to our Customer Service team at hello@maisonaneka.com within 14 days of receiving the jewel.
WHY WAS MY RETURN OR EXCHANGE DECLINED?
All jewellery undergoes a rigorous quality assessment at Aneka. To be eligible for a refund or exchange, the jewellery must be unworn. Items that appear damaged or soiled, indicating prior wear, will be declined for refund or exchange. Our Customer Service team will notify you if your return meets our quality standards.
WHAT IF I ORDERED THE INCORRECT PIECE OR SIZE?
Should you need to exchange the product for a different item or size, please contact the Aneka Customer Service team at hello@maisonaneka.com within 14 days of receiving the product. Keep in mind that each item can only be exchanged or resized once, and personalized or engraved items cannot be exchanged or refunded. For more information, please review our Exchange & Returns policy.
ONLINE ORDERS
WHAT’S THE PROCESS FOR PLACING AN ONLINE ORDER?
To place an order, first select a product and click the “Add to Cart” button on its respective page. After adding your desired item(s), navigate to your cart by clicking on the cart icon and proceed to checkout. From there, you can review your cart, select your preferred delivery method, and complete your purchase.
IS CHANGING MY ORDER POSSIBLE AFTER CONFIRMATION?
Once your order has been placed and confirmed, you won't be able to make any alterations or additions to it. Please refer to the section below for details on our return and exchange policy.
However, if you wish to modify your delivery address that can be done by contacting our Customer Service Team within 6 hours of placing your order.
WHAT’S THE PROCESS FOR RESETTING MY ANEKA PASSWORD?
To reset your password, click on the "Forgot Your Password?" link and input the email address linked to your account. Follow the instructions in the automated email you receive to reset your password. Your Aneka account allows you to create wishlists and track your order history
PAYMENT
WHICH PAYMENT METHODS ARE ACCEPTED?
You can make payments at Aneka using CB, Visa, Eurocard, MasterCard, American Express.
IS IT SAFE TO USE MY CREDIT CARD FOR ONLINE TRANSACTIONS?
We treat all personal information with the utmost confidentiality, ensuring that every transaction conducted on our website is secure. Our site is protected by SSL encryption to shield personal and payment data, and we do not store any credit card details. Additionally, we employ a 3D Secure system for eligible cards to enhance payment security. For inquiries about your 3D Secure system code or process, please contact your bank directly.
WHEN CAN I EXPECT THE PAYMENT TO BE DEDUCTED FROM MY ACCOUNT?
The payment is debited from your account as soon as your purchase is verified.
CAN A SINGLE ORDER BE SPILT AND CHARGED TO MULTIPLE CARDS?
No. We require full payment for each order to be completed using a single payment method.
PRODUCT INFORMATION AND CARE
IS THERE A CERTIFICATE INCLUDED WITH MY JEWELRYPURCHASE?
Each piece of jewelry from Aneka is accompanied by a detailed jewelry certificate outlining its specifications. For utmost authenticity, we highly recommend acquiring your jewelry exclusively from an Aneka boutique. Additionally, any round diamond weighing 0.5 carats or above is furnished with a diamond certificate with H+ color and VS+ quality. These certificates are issued by the International Gemological Institute (IGI), a reputable independent laboratory and an official certifying body recognized by Aneka.
HOW CAN I ENSURE I CHOOSE THE CORRECT SIZE FOR MY ANEKA JEWELRY?
If you're unsure about sizing, please take a moment to review our Sizing Guide before proceeding with your order. Our team of experts is here to offer guidance tailored to your needs, please feel free to reach out to us via email at contact@maisonaneka.com , call +33 14016 3435 or arrange a Virtual appointment, available Monday to Sunday: 10 am to 8 pm
HOW DO I TAKE CARE OF MY JEWELRY AT HOME?
Handle your jewellery carefully to keep its beauty and brilliance. Protect your jewellery from being scratched against hard surfaces and sudden movements that could cause damage to the stone or setting. Store your jewels in its Aneka box to avoid scratching and entangling.
We recommend removing all jewellery when doing household chores as repeated contact with detergents and bleach can damage precious metals, also before engaging in sports. To clean a stone or a diamond pavé, use a mild non-abrasive cleaner and a soft toothbrush under hot water to gently remove dirt without damaging the jewellery.
