Exchanges and Returns

Exchanges and Returns 

Extended exchange and returns Christmas
Shop with confidence this Holiday season as all Georg Jensen purchases made between December 1st and 24th , 2021 are eligible for extended exchange or returns until January 24th. 

Easy returns

If you wish to return or exchange an order, please do as described in the following steps:

Send an e-mail to Customer Service at customerservice@georgjensen.com with the subject line:

“Return/Exchange of order number xxxxxxxxx” (insert your order number which can be found on your Order Confirmation).

We will then e-mail you a pre-paid freight label, and you can drop off the package at the nearest UPS drop-off point.

Fill in the return form that came with your package and enclose it with your package when you return it. Remember to fill in your order number so that we can find you in our system and refund your money. 

If you are returning an order for a refund, we will deduct GBP9.99 to cover the provided return label. We will then e-mail you a freight label and you can drop off the package at the nearest UPS drop-off point.

You can also return your order as described below under “Right to Withdrawal”.

Right of Withdrawal

You have the right to withdraw your purchase within 30 days without explanation. The right of withdrawal lapses 30 days after receipt of the goods. If the purchase concerns several goods delivered in separate deliveries, the right of withdrawal expires 30 days after the last item has been delivered.

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. 

If you wish to cancel a purchase, you must return the product to us. It is important that you do not break any seal/label on the product. If the seal/label is broken, you cannot use your right of withdrawal. If you have received a free gift as a part of your purchase, you must also return the free gift to us, if you no longer meet the conditions for receiving the free gift. You will be liable for any deterioration in the product's (and free gift’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
Porcelænshaven 14
DK-2000 Frederiksberg
Denmark
Att: E-commerce

We can arrange the return shipping for you, subject to a return fee of GBP 9.99. Send an e-mail to Customer Service at customerservice@georgjensen.com with the subject line: “Return/Exchange of order number xxxxxxxxx” (insert your order number which can be found on your Order Confirmation).

We will then e-mail you a freight label and you can drop off the package at the nearest UPS drop-off point. If you use the pre-paid freight label and return your products with UPS, you are insured in case the package is lost in transit.

If you wish to arrange your preferred shipping provider instead, you will have to pay the return shipping costs yourself and arrange for insurance so that you may claim compensation from the shipping provider if your package is lost in transit. Please include the information mentioned on the return form or simply fill in and include the return form so we can find you in our system and refund your payment. Please note that we do not accept packages sent as cash on delivery.

When you cancel a purchase, we will refund your payment minus any return fee 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. We will deduct the value of any free gift, if you do not return it with the other items and no longer meet the conditions for receiving the gift. If you return the full order, we will also return the shipping fee. Refunds are transferred to the payment card with which the purchase was made. 

These return instructions are also included on the return form that is included with your package.

EXCHANGE

If you wish to exchange a product you purchased, Georg Jensen will pay the return shipping cost 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.

If the new item has a lower price, the difference will be refunded to the payment card with which the purchase was made. If the new item has a higher price, the exchange will be handled as a cancellation of your first purchase. The entire amount will thus be refunded to the payment card with which the purchase was made, and you will then have to place a new order for the item you want instead. In that case, you will be contacted by customer service.

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.

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 customerservice@georgjensen.com or by telephone +45 70 12 34 20. Telephone assistance is available Monday - Friday 8:00 - 14:00.

CLAIMS

For claims regarding defects or deliveries that have not arrived, please contact:

E-mail: customerservice@georgjensen.com
Telephone: +45 70 12 34 20

and follow the standard returns process as detailed above.

1. 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.

2. 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.

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Version 1.5, 18 November 2021