1 Online orders
How do I use my discount code?
To activate your discount code, simply enter the code at checkout in the payment section when placing your order online.
How do I cancel or edit an order?
To cancel or edit an order, please contact our customer service team as soon as possible at firstname.lastname@example.org or on +45 40 48 31 52 on business days between 9am and 4pm CET+1. Once you have placed your order, it will usually be processed the following business day.
I have a problem with your website. What do I do?
We are very sorry that you are having a problem with our website. Try using a private/incognito browser but if that doesn’t work, please send us an email at email@example.com describing the issue, and ideally attaching a screenshot, and we will handle the issue as soon as possible. You are also welcome to call us on +45 40 48 31 52 on business days between 9am and 4pm CET+1.
Can I redeem my gift card online and in your physical shop?
Gift vouchers purchased in our flagship store in Copenhagen can only be used in store. We are working on getting gift cards online but at the moment it is not possible to buy gift cards for the website.
The item I have received is faulty. What do I do?
Please accept our sincere apologies. Jewellery is considered faulty if damage occurs within six months after you have purchased the item.
Please send an email to firstname.lastname@example.org including some close-ups of the damaged jewellery along with your order ID, receipt or bank transcript, and we will handle the issue as soon as possible.
Please note that we are unable to offer free repair of any damage following wear and tear.
You can read more about faulty items in our Terms and Conditions under section 6: Non-conforming Products and Incorrect Products.
I have received the wrong item. What do I do?
We are very sorry for the inconvenience. Please contact our customer service team at email@example.com or on +45 40 48 31 52 weekdays between 9am and 4pm CET+1 who will help you sort this out.
Where are my items shipped from?
We ship items from Copenhagen, Denmark.
How do I know that my order is received?
An order confirmation will be sent to you by email as soon as we have received your order.
2 Shipping and delivery
When will I receive my items?
Once your order has been dispatched, you will receive an email containing a tracking number. Delivery time is normally 1-5 business days, depending on your country of delivery. Please note that delivery may take slightly longer at peak times such as sales and holidays.
Can I track and trace my shipment?
As soon as your items are shipped, you will receive an email with shipping information and a tracking number. Please click the link in the email to track your shipment or simply enter the tracking number on the courier’s homepage.
Can I choose to collect my items in store?
Yes – you can choose to collect your online purchases in our flagship store in Silkegade 13, 1113 Copenhagen K. Simply choose ‘Click & Collect’ at checkout when placing your order online. Your items will be ready to collect the next day after 3 pm CET+1. Please note that items may be sold out in store, in which case we may need a few days to ship your items from our stock room. If your order is delayed, we will contact you.
How much duties and taxes will I be charged when shopping outside the EU?
Taxes and duties depend on your shipping destination. Unfortunately, we are unable to estimate how much you will be charged. We advise you to consult local tax and customs authorities for advice.
How much will I be charged for shipping?
- Denmark: Free shipping
- Norway: Free shipping
- UK: £10.00. Free shipping on orders above £80.00
- US: $15.00. Free shipping on orders above $100.00
- EU countries: €12. Free shipping on orders above €100
- Rest of the world*: €20.00. Free shipping on orders above €100
Is my parcel insured?
Your parcel is ensured against theft and accidental damage on its way from our stock room to your delivery address. When you sign for delivery, responsibility for your purchased items passes to you.
Which payment methods do you accept?
We accept the following credit cards: Visa, Eurocard/MasterCard, American Express, Visa Electron, MasterCard Direct. Other payment methods include PayPal.
4 Returns and exchanges
What's your holiday return policy?
During the holiday season, we have extended returns. This means that you are able to return your gifts until January 14, 2020.
What is your returns policy?
You can return any items purchased online within 14 days after you have received your order.
If you wish to purchase a gift well in advance, please send us an email at firstname.lastname@example.org, and we will look into extending the return date. You can read more about returns under our Terms and Conditions.
How do I return or exchange my items?
We offer a full refund or exchange of any items within 2 weeks after they have been received. Please complete the returns form you received with your parcel and enclose it when you return the item to us.
Follow these steps when returning / replacing an order:
- Find the return slip that you received along with your invoice in the package - remember to fill out if you wish to return or exchange your item.
- Make sure the jewellery is packed securely and in its original jewellery box.
- Please ship any items you wish to return to:
Att: Web shop
Lille Strandstræde 14, D2
1254 Copenhagen, Denmark
Can I return/exchange my items in store?
You are welcome to exchange your items in our flagship store in Copenhagen. Simply show your order number, and our staff will be happy to assist you.
Can I exchange items bought on sale?
Yes. Our regular returns policy also applies to items bought on sale. You are entitled to return or exchange any items bought online on sale within 2 weeks of receiving your order. Please note that we sometimes run sales campaigns online independent of our flagship store and vice versa, so online prices may occasionally differ from those in store.
What does the warranty cover and how long do I have to claim compensation?
Your items are covered by the warranty for 2 years from the date of purchase, meaning that we will repair the faulty item free of charge or exchange it. Please note that you must provide valid proof of purchase and that the warranty does not cover wear and tear.
To claim compensation, please send an email to email@example.com including some close-ups of the damaged jewellery along with your order ID, receipt or bank transcript, and we will handle the issue as soon as possible.
Will I be charged for freight when returning my items?
As of now, we are unfortunately not able to offer free returns or exchanges. Please note that while you are free to choose which shipment method to use when returning items to us, it is your responsibility to ensure that the items reach us safely.
How long will it take to process my refund?
Once we have received your items, your refund will be processed within 1-4 business days. As soon as we have processed your refund, you will receive a notification by email. Depending on your bank, the money will normally be in your account within 1-5 business days.
Can I exchange or return items purchased from another vendor in your flagship store or on your web shop?
Unfortunately, we are unable to exchange or refund any items purchased from our vendors. Please contact the vendor directly to enquire about their returns policy.
I have lost my returns slip. What do I do?
If you have lost your returns slip that was included with your parcel, please do not hesitate to send us an email with your order number at firstname.lastname@example.org, and we will send you a new one.
5 Customer service
When and how can I contact customer service?
You can contact our customer service team on weekdays between 9am and 4pm CET+1 at +45 40480789.
How can I stay updated about new collections, sample sales, etc.?
Can my jewellery be gold plated again?
Unfortunately, we are not able to offer this service. However, you can take your jewellery to a goldsmith to have it replated at your own expense.
My jewellery is damaged. What do I do?
Please send your order ID and description of the issue along with some close-ups of the damaged item to email@example.com, and we will handle the issue as soon as possible.
You are also welcome to stop by our flagship store to have our staff assess the damage.
Please note that wear and tear is not covered by the warranty.
Why do you sell your earrings as single pieces and not as a pair?
We encourage you to mix and match our styles to create a personal look, which is why we offer earrings as individual pieces. You can order the styles in pairs by choosing ‘Pairs’ in the Select Type drop down. Please note that some of our hoops are sold as a pair.
How many karats are your gold pieces?
All our jewellery is made from either 14 karat gold or 925 sterling silver. You can find detailed information about each style on our web shop.
How do I find my ring size?
To determine your ring size, simply measure the inside diameter of a ring that fits you and use our guide to check your size. You will find the size guide under all rings.
How do I look after my jewellery?
A little TLC goes a long way. To keep your jewellery’s brilliance and protect its durability, remove it while showering and avoid exposing it to chemicals, cosmetics, creams and extreme temperatures.