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 60€. But it depends on the size of the product.
I did not receive my discount code?
Please check your spam mailbox or send 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. If you wish to do so you should contact us as soon as possible at email@example.com with reference to your order number, and we can help you.
I've added the incorrect shipping address; how do I change it?
Please contact us at firstname.lastname@example.org 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, errors may occur and on some occasions an item can be out of stock. In case of this you will be informed by e-mail, and if the item is still in production we can make sure you receive it when it is ready.
I forgot to use my discount code?
Unfortunately we cannot add the discount after the purchase has been made.
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 ) You can request a return here.
2 ) Please wait for us to confirm your return before proceeding.
3 ) Make sure the jewellery is packed securely in their original plastic bags and jewellery boxes.
4 ) Your return should be shipped with the courier selected by us. Print the return slip provided by us and attach to the package.
5 ) Deliver the package at your nearest courier Service Point
Can I exchange to another item?
Unfortunately, it is not possible to swap to another item online, so if 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?
Yes, you are responsible for the return cost, unless the item arrived damaged or otherwise faulty.
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 of delivery. We require the name of the person that bought the gift, and also that the item is in its original condition and packaging. If the gift was bought from 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.