Frequently Asked Questions
Do I need to have an account to place an order?
No, having an account is not necessary to complete a purchase, but we do recommend you to sign up for convenience reasons. For example, you won't need to re-enter your address next time you order a piece, you will be able to check your order history, and those are only a couple of benefits.
Which countries does Anton Heunis currently ship to?
At the moment we ship to Andorra, Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, peninsular Spain and Baleares, Sweden, United Kingdom and United States.
How long will the delivery take and how much will it cost?
The estimated delivery time is between 3 and 5 working days. We current offer free shipping to Spain, Portugal and Andorra, while the shipping costs outside of these countries depend entirely on the shipping destination. You can check your estimated shipping costs and taxes going to your cart and entering the destination in the "Estimate shipping and tax" form.
How do I return or exchange an item?
Please follow these steps if you would like to return a piece:
Send an email to email@example.com within 14 days after receiving the order to notify us your intention of returning a product. Include your personal info, phone number, order number, style reference and let us know if you wish to exchange it for another product in our online store or get a full refund.
Items must be returned within 14 days after receipt with the security tag attached as well as their original packaging and documents.
Once we receive and check the piece and your return is approved, you will receive your refund within a few days.
During Christmas season, any item can be exchanged for a different one of the same or higher value until the 10th of January. We will charge you for the price difference plus the new shipping costs.
How can I track my order?
Once we process the shipment of your order, you will receive an email with the tracking number of this shipment that you can use to follow the journey of your package.
Will I be refunded the full value of my order in case of a return?
Yes. If you request a refund when returning a piece, we will refund the value of the piece you purchased plus the cost of the shipping from our offices to your location. However, we will deduct the shipping costs of returning the item back to us.
If, instead of a refund, you prefer changing the piece you bought for a different one from our online shop, you will be charged for the new shipping costs. If the price of the second piece is higher than the price of the first one, we will also charge you for the difference.
Which methods of payment are accepted?
We accept payments via Paypal and Visa, Visa Electron or Mastercard credit or debit cards. Please note we do not accept American Express or Diners.
Do you offer a repairs service?
Yes, we do. For any repair job please contact our customer service department at firstname.lastname@example.org and we will let you know how to proceed. Opening times are Monday to Friday, from 9 am to 5.30 pm (CET).
I purchased a piece but I haven’t received an order confirmation yet.
Sometimes there could be an issue with our email management system where order confirmation emails don't get sent immediately. This is a minor issue and will not interfere with your order at all. If you haven’t received an order confirmation email within 12 hours after your purchase, please contact our customer service department at email@example.com. Opening times are Monday to Friday, from 9 am to 5.30 pm (CET). We do recommend checking with your bank that the payment went through successfully.
Where can I find information about the materials being used?
Every piece is sent out with a care instruction card that not only contains information about the materials used but also about how to best look after your Anton Heunis jewel.