Exchanges and Returns
Extended Return and Exchange policy
Shop with confidence during our upcoming Black Friday and Christmas sales.
We have extended our return policy until January 24th 2023 on all orders placed between November 18 and December 24, 2022.
Right to cancel
You have the right to cancel your purchase within 30 days without explanation. The right to cancel lapses 30 days after receipt of the goods. If the purchase concerns several goods delivered in separate deliveries, the right to cancel expires 30 days after the last item has been delivered.
To use your right to cancel, you must inform us that you wish to cancel within 30 days, 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 mandatory.
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 to cancel. 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.
As further specified below, we deduct a return fee of GBP 9.99 for pre-paid return labels unless you arrange and pay return shipping yourself. If you wish to exchange a product, we will pay the return shipping cost for the first exchange.
Product returns must be sent to the following addresses:
Return Home and Seasonal to United Kingdom:
SEKO Logistics Ltd.
C/O Georg Jensen (E-com)
High Standing, Harding Road
Milton Keynes, Brinklow,
MK10 0DK United Kingdom
For returns to the United Kingdom, you can arrange return shipping via Royal Mail, subject to a return fee of GBP 9.99. Fill out and print the pre-paid return label on the Royal Mail web portal (https://www.royalmail.com/track-my-return/create/5933) or create a QR code that will allow Royal Mail to print the pre-paid return label for you. Please drop off the package at the nearest Royal Mail office.
If you use the pre-paid return label via Royal Mail, you are insured in case the package is lost in transit.
Return Jewellery, Watches, Fine Silverware & Silver Cutlery, and Mixed Orders (orders that include both Home and/or Seasonal and any of the other mentioned product categories) to Denmark:
Georg Jensen A/S
On returns to Denmark, we can arrange the return 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 return 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 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.
Refund of payment
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 cost.
Refunds are transferred to the payment card with which the purchase was made.
If you wish to exchange a product you purchased, we will pay the return shipping cost for the first exchange, which must take place no later than 30 days from receipt of the order. 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.
Restrictions on cancellations, refunds and exchanges
You will be refunded for standard delivery charges only for cancellations.
You shall not have the right to cancel your order for, or to exchange, goods which are clearly personalised.
The procedures set out here to cancel an order or exchange a product do not affect your right to reject faulty goods.
Version 1.9, 17 November 2022