Orders & Delivery
Urgent Order Enquiry?
– Live Chat: Message our team from the chat bubble located bottom right of screen
– Email: firstname.lastname@example.org
How To Place Online Orders
Select the quantity you wish to purchase on the product pages and click on [Purchase] to add items to your Shopping Bag.
Then follow the Shopping Bag Checkout steps, where you will also have the option to setup your account or login to your existing account.
To create an account with AncienneAmbiance.com: Click on [LOGIN | REGISTER] to enter your details.
Benefits of an account: You can login to view pre-orders, recent orders, discounts and store your billing address, together with multiple shipping addresses. For further information or any assistance please to contact us by email/telephone, or use Live Chat.
We accept all major credit and debit cards, including American Express in-store and online. All card payments are secure and processed via partners: Stripe, iZettle, PayPal and Amazon
Paypal and Amazon account holders can speed through checkout in just a few clicks without re-entering credit card details.
Virtual Payments are processed via secure virtual terminal. Pay By Link sent to your phone number or email.
N.B. We do not store credit card details nor do we share customer details with any third parties.
Customer Care & Telephone Orders
T: +44 (0) 20 7117 2577
Please note: We are based in London, United Kingdom and our telephone line is operated Monday to Friday 10:00 – 18:00, excluding UK public holidays and holiday closure. Please include your contact details when leaving a voicemail.
Regarding Coronavirus (COVID-19)
Our Website is open 24/7. You can order online, by email or telephone and you can still contact us via the above methods with any queries.
We continue to dispatch orders worldwide and arrange personal shopping – details below.
Strict hygiene protocols are practiced when preparing and packing orders and we remain committed to providing safe store and office environments.
NB. Signatures will no longer be necessary at delivery, as drivers will instead take your name from a safe distance and mark as ‘delivered on authority’ or place your parcel in a designated safe place.
Delays are to be expected on a country by country basis with European and Worldwide services, due to foreign postal authorities implementing special measures to procedures at this time. We will continue to keep you informed.
Refunds & Returns
We hope you are delighted with your purchase, but you may return items purchased at AncienneAmbiance.com in their original, unused, undamaged and unopened saleable condition for a refund, partial refund or exchange within 14 working days from receipt. Please note: Due to Coronavirus COVID-19 hygiene protocols we cannot accept returns of scarves or clothing.
– Refund by credit card applies only to items purchased by credit card.
– Items bought on sale can not be returned or exchanged.
Jewellery Returns: Please take note of the following information
- We are unable to accept jewellery returns or exchanges at this time due to Coronavirus COVID-19 hygiene protocols.
- We are unable to accept returns or exchanges of made-to-order/custom jewellery orders.
- Jewellery items that appear worn or used are not eligible for refund or exchange. Damage caused by general wear and tear or negligence is the responsibility of the owner. Any damage incurred by the customer from mis-use cannot be repaired. We also cannot repair damage to any items exceeding 6 months from the purchase date.
- We will replace or arrange repair any faulty jewellery items bought from this website, or at the Ancienne Ambiance boutique, within 6 months of proof of purchase. Missing elements are not classed as faults if outside the 14 day return policy. For all non faulty items damaged by the wearer we offer a charged repairs service where at all possible.
- Tarnishing or discolouration due to chemicals caused by contact with perfumes, heat exposure and general wear and tear is not a fault. Please see our Jewellery Care instructions for guidance.
Faulty Products: Please return to us for investigation (follow instructions below).
NB. All goods are inspected and photographed prior to dispatch for maintaining quality control. If the returned product is deemed faulty (to be decided by Ancienne Ambiance management) we will replace the product, or process partial or full refund.
To arrange a return: Please email email@example.com and include your order/receipt number.
Standard Shipping (UK & Worldwide): £5.00 on orders under £50.00.
All shipping options include tracking which is provided at dispatch.
Orders are dispatched within one working day (on most occasions they are dispatched on the same day as ordered), excluding British public holidays and holiday closure.
Express Shipping options are available at checkout (delivery charges reflect courier and shipping costs).
A maximum 200ml of fragrance per order (includes perfumes and diffusers) can be shipped outside of the UK, within the EU. Orders containing over 200ml are split into separate parcels. We regret that it is not possible to deliver perfumes or diffusers outside of the UK and EU.
NB. Import duties may be incurred on orders shipped to countries outside the EU.
Christmas 2020 Last Posting Dates
Friday 4 December: Australia/NZ
Friday 11 December: Europe/Canada/USA
Friday 18 December: Worldwide Express
Monday 21 December: UK (including Next Day)
Standard Shipping Estimated Delivery Times
UK: 1 – 5 days (usually delivered within 1-3 days)
Europe: 5 – 7 days
USA & Canada: 7 – 10 days
Rest of the world: 10 – 14 days
We promise to do our very best with all deliveries, but there are rare occasions when problems occur- a postal strike or extreme weather conditions for example. However, should anything happen regarding your order, you can rely on us to keep you informed and provide you with a superior level of customer service.
Next Day Delivery (UK Only)
NB. Due to COVID-19 this service is not guaranteed Next Day.
For Next Day (Special Delivery) in the UK, orders must be placed by 12pm UK time to be dispatched on the same day.
Worldwide Express Delivery
NB. Delays are to be expected due to COVID-19.
International Express Delivery must be placed by 12pm UK time to be dispatched on the same day. Express deliveries can be dispatched on via 24 hr or 48 hr services, depending on the delivery address.
Please include any necessary instructions in the [Order Notes] field or email us at firstname.lastname@example.org
Our Shipping Partners
Our shipping partners are British Royal Mail, ParcelForce, UPS, DHL, TNT and Fedex.
Orders are shipped in parcels that are discreet and unbranded. All items within your parcel come beautifully wrapped in complimentary luxury scented tissue papers. All postal packaging can be recycled.
Store Collection & Local Delivery
Click & Collect
Process your order online and please select [Store Collection] from the shipping options at online checkout. Usually ready same day, we will confirm this by email after you have placed your order.
Orders received on weekends may be processed the following Monday.
Personal Shopping & Store Collection (curbside pickup)
If you require personal shopping assistance or prefer to tell us the items you want prepared for store collection, we’ll arrange it all for you and have it ready to collect at a time that suits you.
Local Delivery in Kensington & Chelsea
Complimentary same delivery and next day delivery in Kensington and Chelsea.
Please select this option at checkout and we will arrange your delivery time by email after you have placed your order.
NB. Due to COVID-19 this service is not guaranteed same day. We will keep you informed when arranging your delivery.
Orders requiring London courier delivery (outside of the Kensington & Chelsea borough) must be placed by 12pm UK time to be dispatched on the same day. Should you wish to specify a delivery date, please do so in the [Order Notes] field at checkout or email us at email@example.com
Gift Wrap, Gift Cards & Gift Services
Our Right To Not Accept Your Order Or Cancel Your Purchase
We reserve the right to refuse any order for whatever reason. We also reserve the right to cancel any purchase (an order already accepted by us) in (amongst others) the following situations, without being liable for any damages or costs:
* We are not able to deliver to the address provided by you
* Your billing information is not correct or not verifiable
* Your order is flagged-up by our security systems as not verifiable or susceptible to fraud
* The product is not available (such payments taken will be refunded)
* Our system experienced an error