I’ve placed an order online but haven’t received a confirmation email.
When you place an order online, you should automatically receive an order confirmation, but sometimes the system fails to do this. If you don’t get a confirmation email, please contact us, stating your name with full details of your purchase and we’ll reply as soon as possible.
How do I check the status of my order?
You can always check the status of your order by signing in to your anaverdun.com account. Alternatively you can always contact us to ask about the status of your order.
I would like to place an order online but would like to know stock availability first.
To check whether we have your desired piece in stock, please call the studio on +44 (0)20 8995 4722 or email us at firstname.lastname@example.org
How long will it take for my order to arrive?
If the item is in stock, we can dispatch the same day. Occasionally, items shown online may sell out before we can update the website. If your order is very urgent, please email us at email@example.com or call us on +44 (0)20 89954722 to confirm availability.
Our turnaround times for pieces that are not in stock vary from 1–3 weeks. If we have the materials in our workshop,turnaround can be as quick as 1 week but sometimes depending on the gold-plating (vermeil) process this may take up to 2 weeks and if we have to order new materials it could take up to 3 weeks.
Commissioned pieces could take 4–6 weeks depending on the design and making processbut this will be discussed with you accordingly.
For our rings: please allow 7-10 days for resizing. If you are buying this piece for a gift and need it by a specific date, please call the studio on +44 (0)20 89954722 or email us at firstname.lastname@example.org to check availability.
How will my jewellery arrive?
Your order will arrive in an unbranded padded envelope or a small unbranded cardboard box, if it’s for various items. Each piece will be in a branded Ana Verdun London box with a ribbon and beautifully wrapped in tissue paper. A branded Ana Verdun London carrier bag will be always included in your parcel.
For your 18ct gold, platinum and pieces of a higher value, you will receive your jewellery in our premium handmade leather boxes, specially made and designed with Ana’s exquisite petrol teal colour and embossed logo.
A box to treasure!
I’m placing an order online as a gift. Could this order be exchanged, returned etc.?
For returns and exchanges etc., please refer to our Returns & Cancellations page.
What is your returns policy?
You can view our returns policy at our Returns & Cancellations page.
I like one of your designs but I would like to alter some details or add different gemstones. Is this possible?
Any of our pieces can be customised to your preference, using your chosen gemstone, preferred metal and any other alterations, for example, your preferred chain, clasp or added detail. We’ll be happy to show you the existing collections and discuss any changes you’d like to make.
Once you’ve decided how you’d like to customise the piece(s), we will quote you for the changes requested.
Can I purchase one of your motifs only? For example, to add to an existing chain?
It’s always possible to buy any of our charms or motifs individually. Many of our charms are priced online but you can always contact us to get more information if you can’t find your desired Ana Verdun motif or charm.
Can I buy an individual chain from you?
You are always welcome to buy any of our chains shown in our collections. Please call the studio or email us by or contact us page to get a price. If you are looking for a particular chain that you can’t find on our website, please get in touch and we’ll be able help you find your preferred chain.
How long does the gold plating last in my jewellery?
- For our fully gold-plated jewellery, we always tell our customers to treat these items as accessories rather than pieces that are worn every day or kept on your body in the way you would with solid gold or purely silver jewellery. If you take care of your gold-plated jewellery bearing in mind they are not solid gold pieces, they should last a long time.
To clean and store your fully plated jewellery please view our Jewellery Care page.
- Gold-plated Rings: Although we use 5 microns for our rings, it’s always important to remember that they are not made in solid gold and because rings are constantly being rubbed against other surfaces, the gold plating will fade quicker than on other pieces of jewellery. If you take this approach and treat your plated jewellery with care, especially when doing physical activities, remembering to take your rings off etc., your plated rings should last longer.
For more information about our Gold Plating process, please refer to our Jewellery Care page.
We offer a re-plating service for all your Ana Verdun jewellery. Full details are available on our Jewellery Care page.
Do you offer gold plating services?
We offer gold plating services on all Ana Verdun jewellery. For more information click on our Jewellery Care page. Sometimes we offer gold plating services for jewellery that isn’t made by us. And we are only able to provide this service to small items of jewellery and when we aren’t too busy at the workshop. Please contact us for more information.
Do you work with any type of metal?
Here at Ana Verdun London we only work with precious metals: Silver, Gold and Platinum. Occasionally we work on Palladium. For more information about our metals, please go to our Additional Information page.
Do you do jewellery repairs?
Our repair service is normally exclusive to Ana Verdun jewellery. Occasionally we carry out repairs on jewellery that isn’t made by us, but only on solid gold pieces. If you have gold jewellery that needs repairing, please contact us.
Do you re-size rings?
We offer a re-sizing service to Ana Verdun rings. Please try to provide us with the correct ring size when placing your order. If you have ordered an incorrect size we are able to re-size your ring, but this may be subject to a charge. Please bear in mind that re-sizing rings with gemstones incurs a higher charge than plain rings.
Occasionally we re-size rings that aren’t made by us, but this is at the full discretion of Ana Verdun London.
Do you work with pre-owned jewellery to make a new piece or use pre-owned gemstones to re-model a new piece?
Yes! Perhaps you have valuable pieces of jewellery that have been handed down and have sentimental value, but you just wouldn’t ever wear. We’d be happy to help you give them a new lease of life by remodelling them into something you’ll continue to treasure and will also want to wear all the time. Perhaps there are precious stones you’d like to use, or it’s the gold itself you’d like to reshape into a new piece.
If possible, it’s always best to visit us at the studio in Chiswick, bringing your stones/pieces along with you. Just call us on +44 (0)20 8995 4722 or email us at email@example.com to make an appointment.
We are also happy to discuss these projects over the phone or using a Skype video consultation, after which you can safely post your jewellery to us to work on.
Do you have insurance cover for my pre-owned jewellery while being re-modelled or repaired etc.?
Yes our insurance policy fully covers your jewels while they’re in our possession. If possible, please have your stone or piece appraised before leaving it with us. This way we can ensure that our insurance covers it at its accurate value.
We would like a piece with an exotic gemstone. Can you help us source the gemstone?
We are always happy to help you source a gemstone, please contact us to find out more.
What is your policy for payments when commissioning a piece of jewellery?
For all bespoke commissions, customised and remodelling projects, we require a 50% deposit when placing your order. This represents a commitment to purchase and no cancellations are possible. The remaining amount must be paid in full before the piece is collected or despatched. Goods remain the property of Ana Verdun London until paid for in full.
Do you offer engraving service?
We offer an engraving service at an additional cost for all Ana Verdun’s jewellery. We have a minimum charge for this service of £50, which includes up to 12 characters. Any additional character will be charged at £4.20 each.
For more characters (over 20), or for a special engraving request or for jewellery that isn’t made by us, please call the studio on +44 (0)20 89954722 for a quote.
Do you accept bank transfers?
Yes, we accept BACS payments. Please call the studio or email us at firstname.lastname@example.org if you wish to make your payment by Bank Transfer.
What is your warranty policy?
We offer a one-year warranty on all our jewellery from the date of purchase.We also provide a repair and reconditioning service for all our jewellery at an extra cost. Please refer to our Jewellery Care page for more information.
Is your jewellery Hallmarked (certified)?
Yes, all Ana Verdun jewellery is Hallmarked. For more information please go to our Additional Information page.
Do you provide valuations for insurance purposes?
Although we can provide a valuation letter for insurance purposes, we cannot provide a formal appraisal. This requires an independent assessment by a certified appraiser.