Frequently Asked Questions
- When can I get help?
- I cannot find a specific item/price/piece of information in the online store. What do I do?
- Can I have products bought on georgjensen.com engraved?
- Is my chosen item in stock?
- How do I select another country?
- What are the shipping charges?
- Which payment options can I use on georgjensen.com?
- Is it safe to use my payment card on georgjensen.com?
- What is Klarna?
- What is PayPal?
- When do you deduct my payment from my account?
- My payment card is rejected. What do I do?
- Where do you deliver?
- When do you ship my order?
- When will my order arrive?
- Is my package insured?
- Can you deliver to a Post Office Box address/number?
- Must I sign for my package?
- Can I cancel my order?
- Can I exchange my item for something else?
- Can I exchange or return my item in a store?
- How do I return my purchase?
- How do you refund my money?
- How do I complain about a product?
- Gift Card
Following BREXIT and the import customs handling, you can expect some delays in lead time on standard delivery of product categories shipped from Denmark (Jewellery, Watches, Fine Silverware and Silver Cutlery). If you need any further advice, please feel free to contact our Customer Services.
Do I need to pay more for shipping?
No, our shipping costs are not changing. We still offer free standard shipping on all jewellery and orders above £100.
Will I have to pay import duties?
Georg Jensen are prepared for the potential impact of Brexit. All orders will be processed as normal, and you will not incur any additional duty fees on your order when it is delivered to you by UPS.
How do I return and will I have to pay to return?
Our return processes haven’t changed, please follow the instructions for exchange and returns.
When can I get help?
The Georg Jensen staff processes orders Monday - Friday 8:00 - 14:00. Orders placed outside of these hours will be processed on the following business day.
You can contact us on telephone +45 38 14 90 44 or by e-mail at firstname.lastname@example.org.
I cannot find a specifc item/price/piece of information in the online store. What do I do?
If you cannot find a specific item/price/piece of information on georgjensen.com, you can contact customer service at email@example.com or by telephone +45 38 14 90 44 and we will do our best to help you.
Can I have products bought on georgjensen.com engraved?
We do not offer engraving in our online store. We refer to local jewellers.
Is my chosen item in stock?
Most items in our online store are in stock. In cases where your chosen item is not in stock at the time of ordering, we will contact you by phone or e-mail to arrange further. If you are not satisfied with the time of delivery, you are welcome to cancel your order.
How do I select another country?
Your browser will suggest the site matching the country where you are located. If you chose United Kingdom and want your order delivered to another country, click “United Kingdom” at the bottom of the site and select your destination country from the list that appears. You will then be taken to the appropriate site and can continue shopping. Remember to click 'No thanks' in the popup asking you if you would like to be returned to your original site.
What are the shipping charges?
Free delivery and exchange on all Jewellery.
The below delivery fees are for deliveries within the UK:
- Standard delivery: GBP 9.99 on orders below £100, GBP 0 on orders above £100.
- Express delivery: GBP 20 (Express delivery is not available on Home or Seasonal products (standard delivery is 1-2 business days).
Free delivery may be offered in connection with campaigns. The delivery fees will be listed on the checkout pages and in the order confirmation that you will receive via e-mail.
See the estimated delivery time below under Standard delivery and Express delivery.
Which payment options can I use on georgjensen.com?
We accept VISA, VISA Debit, VISA Electron, MasterCard, American Express and Maestro.
Is it safe to use my payment card on georgjensen.com?
Georg Jensen encrypts all of your card data with the so-called SSL (Secure Socket Layer) protocol. This means that unauthorised persons cannot read your card number or other information transmitted during the transaction with Adyen, who handles payments for purchases made on georgjensen.com.
What is Klarna?
Klarna is one of the world's leading payment providers and a licensed bank. With Klarna you can buy now and pay after you have received your order. You pay directly to Klarna.
What is PayPal?
With PayPal you can pay for your order fast and secure. PayPal has all of your details saved, so all it takes is an email address and password to safely complete your online purchase.
When do you deduct my payment from my account?
When you place an order, the payment total will be reserved on your account, but the money will not be deducted from your account until we ship your order.
My payment card is rejected. What do I do?
If you cannot complete payment of your order, you can contact customer service at firstname.lastname@example.org or by telephone +45 38 14 90 44. You can also contact your bank.
Where do you deliver?
We do not accept orders for delivery outside the UK on our website. To ship to other countries, including Jersey, Guernsey, the Isle of Man and Overseas Territories, click “United Kingdom” at the bottom of the site and select your destination country from the list that appears. Select “Other EU countries” for Isle of Man and “Other countries” for the rest of the above islands, etc.
When do you ship my order?
If the item is in stock, it will be shipped within 1-2 business days from receipt of the order. Orders that include both home and/or seasonal items and jewellery or watch items will be shipped within 2-4 business days. In cases where your chosen item is not in stock at the time of ordering, we will contact you by phone or e-mail to arrange further.
Note: Precious metal jewellery and watches that require hallmarking under British law (your proof of the value of the metal) will need to go through the hallmarking process before they can be shipped on to you.
Learn more under "When will my order arrive?"
When will my order arrive?
You can expect to receive your order within 1-11 business days, depending on the product category and when we have the item in stock:
- HOME and SEASONAL: 1-2 business days
- JEWELLERY and WATCHES: 4-6 business days
- JEWELLERY and WATCHES (when hallmarking is required): 4-9 business days
- FINE SILVERWARE and SILVER CUTLERY: 6-9 business days
- MIXED ORDERS (orders that include both HOME and/or SEASONAL and any of the other above mentioned product categories): 4-11 business days
If you choose express delivery on shipments from Denmark (Jewellery, Watches and Fine Silverware), you can expect to receive your order within 1-8 business days when we have the item in stock:
- JEWELLERY and WATCHES: 1-2 business days.
- JEWELLERY and WATCHES (where hallmarking is required): 3-6 business days.
- FINE SILVERWARE and SILVER CUTLERY: 6-9 business days
- MIXED ORDERS (orders that include both Home and/or Seasonal and hallmarked Jewellery or Watches): 5-8 business days.
Express delivery is not available on HOME or SEASONAL products (standard delivery is 1-2 business days).
Is my package insured?
We insure all shipments against loss and damage while they are in transit from Georg Jensen to the recipient address. As soon as the shipment has been signed for at the agreed address, the insurance will lapse. If your package is damaged upon arrival, we recommend that you make a note that you are receiving a damaged package when signing for the shipment.
Can you deliver to a Post Office Box address/number?
For security reasons, no orders with a Post Office Box address/number will be processed.
Must I sign for my package?
Yes, signature is required upon delivery. If you are not home when UPS attempts to deliver your package, it may be made available to you for pick up at an appointed UPS Access Point.
Can I cancel my order?
Yes, you can cancel your order within 30 days of receipt. If the purchase concerns several goods delivered in separate deliveries, you have 30 days to withdraw from the last item has been delivered.
Learn how under "How do I return my purchase?"
Can I exchange my item for something else?
Yes, you can exchange your item for something else within 30 days of receipt.
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.
Learn more under "How do I return my purchase?"
Can I exchange or return my item in a store?
Yes, you can exchange an item purchased on georgjensen.com in a Georg Jensen store for another item of the same price or higher, if you bring a copy of your order confirmation. If your new item has a higher price, you must pay the balance at the store. However, stores cannot give refunds or issue store credit. So if you want to exchange your item for one with a lower price, you must do this in the online store.
No, you cannot return an item purchased on georgjensen.com in a Georg Jensen store. If you want a refund, you must return the item via the online store on www.georgjensen.com/en-gb.
How do I return my purchase?
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 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 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 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.
How do you refund my money?
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.
How do I complain about a product?
For claims regarding defects or deliveries that have not arrived, please contact:
Georg Jensen A/S
Sdr. Fasanvej 7
Phone: +45 38 14 90 44
You can submit a complaint to the European Commission's online complaints portal at http://ec.europa.eu/consumers/odr/. On filing a complaint, you must state our e-mail address: firstname.lastname@example.org.
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 be 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.
Can I use more than one gift card as payment?What can I do if my Gift Card balance isn't enough for my purchase?
Yes, during check out you can add up to 3 gift cards as payment for an order.
How can I check my gift card balance?
Go to our gift card information page and input your card no. and PIN and click "check balance".
You can also check your balance on the payment page in check out.
How do I order a gift card?
Georg Jensen gift cards can be purchased online. Select your desired gift card amount and add the card to the basket. Please note that E-Gift Cards can't be combined with physical products.
How do I redeem my gift card?
On the payment page in check out, you can tick of the Gift Card box, which enables the input field for card number and PIN.
Which value gift card can I buy?
We sell gift cards from £50 to £500.
You can always do a partial payment with your gift card, and pay the rest with one of the other payment methods we offer.
Where can I purchase my Gift Card?
You can purchase a Gift Card either from our online store or any of our brand stores. Please remember that you can only use the Gift Card in the country of issue.
Where can I use my Gift Card?
You can use your Gift Card in the country you bought it either on our online store or any of our brand stores. Please remember that you can only use the Gift Card in the country of issue.
What happens if I don't use the whole balance in one order?
After you've made your purchase, any remaining balance will be saved for next time as long as you use it before the expiry date.
What happens to my gift card, if I return my order which was partially or fully paid with a gift card?
If you have paid an online order partially or fully with an E-Gift card, we will refund the paid amount to your E-Gift Card and resend it to your e-mail.
If you have paid an online order partially or fully with a physical Gift card, we will refund the paid amount to a new E-Gift Card and send it to your email.
If you are returning an item purchased in one of our brand stores, you can return it in a store and receive a refund on a new physical gift card.
What should I do if my Gift Card doesn't work?
If your Gift Card doesn't work, please check the remaining balance by clicking here as well as the expiry date either on the card or your email, depending where you bought it. If everything looks fine and it still won't work, please contact customer service.
What can I do if I've lost my Gift Card or someone else has used it?
As a Gift Card is a payment method it is treated like cash, we can't replace it if it's lost, stolen, damaged or used by someone else.
How many gift cards can I buy on one order?
You can purchase as many gift cards as you wish in one order. Please note, that E-Gift Cards can't be purchased with physical products.
How can I add a personal message to my Gift Card?
With the physical gift cards, you will receive an envelope which has space for you to write a personal message. For E-Gift Cards you can add your personal message on the product page, before you add the card to basket.
How long can a Georg Jensen Gift Card be used?
The gift card is valid for 3 years from purchase. You can see the purchase date on your card envelope or on the E-Card. If you use the full balance before expiry, the card is automatically closed.
Version 1.7, December 1st, 2022