常見問題
Payments
How can I pay for my order?
We gladly accept all major credit cards (i.e. Visa, Mastercard, etc.). We may also accept additional payment methods depending on which country you are shopping from. Any available payment methods will be displayed on our checkout page.
Can I pay in my local currency?
Yes. Our store automatically displays prices in your local currency where supported, or you can select the currency that you want to display.
Is your site safe and secure?
Yes, Shopify’s SSL encryption protects all transactions, which ensures that all of your browsing and shopping data remains private.
What should I do if my payment doesn’t work?
We’re sorry for the trouble! First, make sure that your shipping and billing details are correct. If that doesn’t work, try contacting your bank about the payment. If you’re still having an issue, drop us a message and we’ll do our best to help!
Please note: If you want to pay via credit card and are using AMEX, you have to proceed to first, and then select the option "Pay with Credit or Debit Card" inside . If you need help with that, please contact our customer service.
Where do I enter my discount code?
During the first stage of checkout, look for a box beneath your order summary. Enter your code and click ‘apply,’ then watch the magic happen. Remember Moon Child, only one discount code can be used per order!
Shipping
What is combined shipping?
When you add two or more items to your cart with different delivery times - including pre-orders - we’ll ship everything together in one package.
Please note: Your order will always follow the longest delivery time listed. This helps us reduce our carbon footprint and is part of our commitment to becoming a more climate-positive company.
Why does Annabella Ip combine shipments?
We combine shipments to support our climate-positive initiatives.
By shipping items together, we minimize packaging waste and reduce the carbon emissions associated with multiple deliveries.
Can I get my items sooner?
If you notice that a specific product has a shorter delivery time and you’d like to receive it sooner, we recommend placing separate orders. That way, each item will ship according to its individual delivery timeline.
How long will it take for my order to arrive?
All orders only transits through our logistics hub in Singapore, Hong Kong and Macau due to faster, more reliable worldwide delivery and to help reduce carbon emissions.
For made-to-order pieces, delivery times depend on your location:
United Kingdom: 5 – 10 business days
Australia & New Zealand: 5 – 12 business days
All Other Countries: 9 – 28 business days
If your order includes a pre-order item, delivery will take longer. We only begin production after the pre-order promotion ends on our website — this allows us to produce intentionally, reduce waste, and avoid overproduction.
For the most accurate delivery estimate, always check the product page. You'll find it just above the “Add to Cart” button.
Please note: Shipping timelines do not include any unforeseen carrier delays. These may occur due to weather conditions, customs processing, strikes, or peak holiday traffic.
Shipments to Colombia and Mexico may experience additional delays due to local customs procedures.
Where in the world does your order ship to?
We offer worldwide shipping to most countries across the globe.
However, we currently do not ship to the following: APO and FPO addresses
How much does shipping cost?
Shipping prices depend on the country of destination and will be shown at checkout.
We are happy to offer the most competitive rates while still ensuring fast and trouble-free deliveries.
Can I have my order shipped as a gift?
Our products are the perfect gift for that special person in your life… great choice! All our product is shipped in a beautiful jewelry box and without an invoice.
We also offer beautiful gift bags and a perfect gift wrap set to add a touch of glam to your thoughtful present. No need to buy wrapping elsewhere - just add to your basket, pop the product in when it arrives, and give that perfect gift!
Do you ship on weekends or bank holidays?
All orders ship Monday – Friday, excluding weekends and official bank holidays.
We recommend you order soon, so you get your magical jewelry in time.
Returns & Exchanges
Can I return my jewellery?
Yes — we want you to absolutely love your new jewellery. If you're not completely satisfied, we're here to help make it right.
Please note the following return guidelines:
Final Sale Items: Products marked as Final Sale are not eligible for return or exchange.
Made-To-Order: Products marked as Made-To-Order are not accept to returned or exchanged.
Sets & Starter Sets: These must be returned in full. We do not accept partial returns from bundled or grouped products.
Damaged Items
If you receive an item that is damaged or defective, please contact customer service immediately. All damages must be reported to our customer service team within 7 days of receiving your product.
Refunds
Once we receive your return, and it has been processed, we will refund your original method of purchase. Returns do take us 7-14 business days to process upon reaching our facility to process.
Refunds can take several business days to reflect on your credit card account. This varies depending on your financial institution.
Please note: The shipping fees and tariffs will be deducted from the refund. If the products we receive are damaged, no refund will be given.
Made-To-Order
What is made-to-order?
A made-to-order product is produced exclusively after a customer places an order. This on-demand, thoughtful production model promotes sustainability by cutting down on waste and lowering environmental impact.
What are the benefits?
For every made-to-order product, a basic energy purification process is independently conducted for each. Moreover, as these products are produced only when needed, they greatly reduce waste and environmental impact, thus cutting down on overproduction and excess inventory.