Exchanges and Returns
For Christmas gifts ordered in November and December, we offer extended return and exchange service until 24 January 2019.
You have the right to cancel your purchase within 14 days without explanation. The right of withdrawal lapses 14 days after receipt of the goods.
To use your right of withdrawal, you must inform us unambiguously that you wish to withdraw, e.g. by letter or e-mail. You cannot simply choose not to receive/sign for the package upon delivery. You may use the return form that is enclosed with your package, but this is not obligatory. You can also download the return form here.
If you wish to cancel a purchase, you must return the product to us. You will be liable for any deterioration in the product's value that is due to handling other than what is necessary to determine the products' nature, characteristics and method of functioning. Since the product's packaging, such as boxes for jewellery, watches and other items, is important for possible resale of the product, any damage to or failure to return the packaging will be deemed to be a deterioration in its value. You assume the risk of ensuring that the product is packaged responsibly when it is returned.
You must return the product(s) without undue delay and no later than 14 days from the date on which you informed us of your wish to withdraw.
Product returns must be sent to the following address:
Georg Jensen A/S
If you wish to arrange for return shipping yourself, then you pay the return shipping cost. Remember to duly insure the shipment so that you may claim compensation from the shipping provider if your package is lost in transit.
We will pay for the return shipping cost provided that you follow the below procedure. Please note that we do not accept packages sent as cash on delivery.
Products should be returned via UPS. Send an e-mail to Customer Service at firstname.lastname@example.org with the subject line:
“Return/Exchange of order number xxxxxxxxx (insert your order number which can be found on your Order Confirmation)”.
We will contact you and arrange for pick-up by UPS. We will make sure that the relevant paperwork is completed and that UPS collects the package during normal working hours at a place convenient to you. Alternatively we can e-mail you a freight label and you can drop off the package at the nearest UPS store.
When you cancel a purchase we will refund your payment to your account as soon as possible and no later than 14 days after we have received your notification that you wish to withdraw. We can, however, withhold the refund until we have received the return product or you have provided us with documentation showing that the product has been returned. If you follow the above procedure for returning with UPS via our Customer Service, you meet this requirement.
Refunds are transferred to the payment card with which the purchase was made. In connection with pre-payment via bank transfer, the refund will be transferred to the account from which payment for the purchase was made.
These return instructions are also included on the return form that is included with your package.
If you wish to exchange a product you purchased, Georg Jensen will pay the return shipping cost as described above for the first exchange. If a product is to be exchanged multiple times, e.g. if the size is wrong, you must pay the shipping costs for any additional exchange.
In the lower part of the return form that is included with your package, you can specify why and to what you want the product exchanged.
If there is a price difference we will contact you to settle the outstanding/refund the difference. When the new product has been dispatched you will receive an e-mail with invoice and UPS tracking number. With this number you can follow the shipment at www.ups.com/.
If you have any questions or concerns, please do not hesitate to contact us at email@example.com or by telephone +44 207 499 6541. Telephone assistance is available Monday - Thursday 8:00 - 15.00, Friday 8:00 - 14:30.
For claims regarding defects or deliveries that have not arrived, please contact:
Telephone: +44 207 499 6541
and follow the standard returns process as detailed above.
- Faulty items will only be accepted if the goods are delivered to the customer damaged or there is a subsequent manufacturing fault. All items returned as faulty will be inspected and any items deemed to subject to fair wear and tear will not be accepted as faulty.
- Exchanges are possible if the item is available. We can only exchange faulty items for the same item subject to availability. Where possible items may be repaired on request but only where such items are deemed faulty and repairable. Repairs do not come with any guarantees.
INFORMATION ABOUT COMPLAINTS
The European Commission's online complaints portal can be used to submit a complaint. Complaints can be filed at: http://ec.europa.eu/consumers/odr/. On filing a complaint, you must state our e-mail address: firstname.lastname@example.org