/  Orders & Delivery

Orders & Delivery

Urgent Order Enquiry?

Live Chat: Message our team from the chat bubble located bottom right of screen

– Email:

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  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 do contact us by email, telephone, or use Live Chat.

Payment Methods

We accept all major credit and debit cards, including American Express.

All card payments are secure and processed via partners:  Stripe, iZettle, PayPal, Amazon, Apple Pay, Google Pay and Klarna 

Paypal and Amazon: Paypal and Amazon account holders can speed through checkout in just a few clicks without re-entering credit card details.

Klarna: We’ve partnered with Klarna to bring you flexible payments at checkout. Your bill is split into three equal payments which are collected every 30 days. No added interest or fees. It is easy, safe to use and you’re always covered by Klarna’s Buyer Protection. Select Klarna at checkout to buy now and pay later.

Covid Secure Payments: In the interest of increased safety at our London boutique, we encourage contactless payment methods including Apple Pay and Google Pay. Read about Safe Card Payments at this link.

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

N.B: We are based in London, United Kingdom. Please include your contact details when leaving a voicemail. 

Regarding Coronavirus (COVID-19)

View London Store Opening Hours & Services at this link.

Open online since 2004, it’s business as usual on our website. You can order online 24/7 and you can still contact us via the above methods with any queries.

We continue to ship orders worldwide and provide personal shopping assistance – details below.

We remain committed to providing both a safe store and office environment, following strict hygiene protocols with all orders. 

NB. Signatures are not 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 due to all postal authorities implementing special measures to procedures at this time. We monitor all parcels in transit and keep you informed.

Refunds & Returns

We hope you are delighted with your purchase, but you may return items purchased at 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: 

  • 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: All goods are inspected and photographed prior to dispatch for maintaining quality control. If a 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 and include your order/receipt number.

Shipping Information

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 carrier costs).

Shipping Restrictions

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.

Customs & Duty

Import duties may be incurred on orders shipped to countries outside the UK. 

Standard Shipping Estimated Delivery Times 

NB. COVID-19 and Brexit transition disruptions may cause delays.

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

There are occasions when shipping problems occur and impact deliveries (eg. extreme weather conditions, postal strikes, COVID-19 disruptions) . However, you can rely on us to monitor transit of your parcel and keep you informed.

Next Day Delivery (UK Only)

NB. COVID-19 disruptions may cause delays.

For Next Day (Special Delivery) in the UK, orders must be placed before 1pm UK time to be dispatched on the same day.

Worldwide Express Delivery

NB. COVID-19 and Brexit transition disruptions may cause delays.

International Express Delivery must be placed before 1pm 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

Our Shipping Partners

Our shipping partners are British Royal Mail, ParcelForce, UPS, DHL, TNT and Fedex.

Postal Packaging

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: Click & Collect

Enjoy same-day availability of your purchases Monday to Sunday (excluding holidays).

Simply place your order by 1pm, select Click & Collect at online checkout and choose your collection date/time slot.

Personal Shopping

If you require personal shopping assistance or prefer to place your order directly with our expert team, we can arrange special handling and delivery of your purchases to any destination.

NB. Please place orders for Same Day delivery or collection before 1pm.

Please complete our personal shopping form at this link.

Local Delivery (Kensington & Chelsea)

Complimentary Local Delivery: Deliveries within Kensington and Chelsea are with our compliments.

Enjoy same-day delivery every day – Monday to Sunday (excluding holidays).

Simply place your order by 1pm and select your date/time slot at checkout.  

London Courier Delivery

Enjoy same-day delivery within London every day (excluding holidays).

Simply place your order by 1pm and select your date/time slot from our London Delivery option at checkout. 

Gift Wrap, Gift Cards & Gift Services

Ancienne Ambiance Gift Services are complimentary. See detailed information about Gift Services at this link.

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

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