Exchanges and Returns
Exchanges and Returns
For Christmas gifts ordered in November and December, we offer extended return and exchange service until 24 January 2020.
The easiest way to return (cancel or exchange) an order is the following:
Send an e-mail to Customer Service at email@example.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.
We will then refund your money minus the return fee of GBP 9.99 to the credit card with which your purchase was made.
You can also return your order as described below.
Right of Withdrawal
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.
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. Remember to enclose your order number so that we can find you in our system and refund your money.
Please note that we do not accept packages sent as cash on delivery.
We can also arrange the return shipping for you, subject to a return fee of GBP 9.99. 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 then e-mail you a freight label and you can drop off the package at the nearest UPS drop-off point.
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. If you return the full order, we will also return the shipping fee. You will be refunded for standard delivery charges only. 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.
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 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 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.
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.