FREQUENTLY ASKED QUESTIONS
How can I stay updated about new collections, sample sales, etc.?
How long will a gold plating last?
It depends on how well you take care of your jewellery. Please read our jewellery care advice.
How much will a new plating cost me?
A new gold plating will cost around 50€. But it depends on the size of the product.
I did not receive my discount code?
Please check your spam mailbox or send us an e-mail to email@example.com
PLACING AN ORDER:
Can I change my order?
An order can not be changed once it has been placed. If you change your mind about something, please contact us as soon as possible at firstname.lastname@example.org with reference to your order number sent by email.
Can I add items to my order?
You can not add items to an order once it has been placed.
I've added the incorrect shipping address; how do I change it?
Please contact us at email@example.com and provide us with the order number and correct address.
How do I know if an item is out of stock?
Although we do our best to display correct stock levels, error may occur and on rare occasions an item can be out of stock. In case of this you will be informed by e-mail.
I forgot to use my discount code?
We cannot add the discount after the purchase has been made. If you don’t want to save the discount please send us an e-mail at firstname.lastname@example.org and provide us with the order number.
SHIPPING AND DELIVERY:
Where are my items shipped from?
We ship our products from Copenhagen, Denmark.
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.
When do I receive the tracking number?
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.
How much duties and taxes will I be charged when I am located outside of 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 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.
RETURNS AND EXCHANGES:
How do I return an item?
1 ) Send an e-mail to email@example.com.
2 ) Make sure that the jewellery is packed neatly in their tiny plastic bags and in their original jewellery boxes.
3 ) Add your order confirmation in the shipment
4 ) Clarify on the customs declaration on the outside of the package that it is a return and value is 0.
5 ) Return your order to : Bjørg Jewellery, Læderstræde 13.St.Th, 1201 Copenhagen K, Denmark.
Can I exchange to another item?
Unfortunately, it is not possible to swap to another item online, so you want to order a new style, return your purchased style and place a new order.
Will I have to pay for the return myself?
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.
Can I exchange or return an item of jewellery with you which is purchased from a dealer?
Jewellery can only be exchanged and returned to the same place where it was purchased.
I received an item as a gift. Can I return it?
If the gift was bought from us online, you can return it within 14 days upon delivery. We require the name of the person that bought the gift, and also that the item is in its original condition with all the tags still attached. If the gift was bought from Tom Wood Store or one of our retailers, you must contact the store directly.
When will I receive my refund?
The refund will be issued after receiving the returned item and after it has been inspected for any signs of wear and tear. The refund is made using the same payment method used at purchase. Normally it takes between 3-8 days before the refund is complete. Be aware, however, that there may be a longer processing time in the Christmas period.