Frequently Asked Questions

  1. How can I check my order and shipping status?
  2. How can I return or exchange a product?
  3. How do I change or cancel my order after I have placed it?
  4. Do you ship to Canada?
  5. Do you offer a trade program?
  6. Is your cutlery dishwasher safe?
  7. What causes my jewelry to tarnish?
  8. What cases my sterling silver to tarnish?
  9. How often does my watch need a full service or battery change?
  10. What is the warranty on your watches and timepieces? 
  11. Do you gift wrap?
  12. May I include a personal note with my order?
  13. How can I be removed from the email list?
  14. What is your price adjustment policy?
  15. Important Pricing Note
  16. What is Affirm?
  17. Gift Card

 

  1. How can I check my order and shipping status?

    Once your order has been dispatched from our warehouse, you will receive an e-mail with your tracking number, so that you can follow your parcel at www.ups.com. Please be aware that it may take 24 hours before your delivery information is registered in UPS’ system. We recommend that you sign up to UPS My Choice to get detailed delivery information. 

    Read more about shipping and fees here.

  2. How can I return or exchange a product? 

    To return or exchange a product, please fill out our return and exchange form. You can read more about exchange and returns in our Terms and Conditions and on our designated Exchanges and Returns page.

  3. How do I change or cancel my order after I have placed it? 

    If you need to cancel your order, please contact us right away via our customerserviceUS@georgjensen.com. We’ll do everything we can to accommodate your request.

  4. Do you ship to Canada? 

    Yes, we ship to Canada from the US. Please note that all prices are in USD 
    Your order is shipped DUTY PAID. A fee of 5% of the order value (excluding delivery charges) is charged as a part of the order total, to cover import duties related to customs handling when the order arrives in Canada.  This means that you will not be charged extra related to your order. 

    Read more about shipping to Canada here.

  5. Do you offer a trade program?

    Yes. Our Trade Program is open to interior designers, design professionals, and architects. While we’re working to implement an online enrollment form, please send an email to ustradeprogram@georgjensen.com to become a member. Please include the following information:

    • First and last name
    • Email
    • Company name
    • Address, City, Country, State/Province & Zip code
    • Phone number
    • Company website
    • Federal tax ID

  6. Is your cutlery dishwasher safe?

    Yes, all our cutlery collections are dishwasher safe to a maximum of 130°F. Use a non-citrus, non-abrasive detergent and use the air-dry cycle. Do not use the high heat or sanitizer setting on your dishwasher. Do not let your flatware soak in water but simply rinse it off before loading into the machine. Do not use the abrasive side of your sponge on the metal or the handle. If small stains appear on the blades, these can be removed using white vinegar. 

  7. What causes my jewelry to tarnish?

    Tarnish is a thin layer of corrosion that forms over metals as the outermost layer undergoes chemical reaction. Tarnish will occur when your jewelry encounters wither substances such as moisture, acids, oils, and oxygen. Tarnish often appears as a dull, gray, or black coating over the metal. 

  8. What causes my sterling silver to tarnish?

    Tarnish is a thin layer of corrosion that forms over metals as the outermost layer undergoes chemical reaction. Silver needs hydrogen sulfide to tarnish, although it may tarnish with oxygen over time. Tarnish often appears as a dull, gray, or black coating over the metal. 

  9. How often does my watch need a full service or battery change?

    You can find our product care guide for watches and timepieces here

  10. What is the warranty on your watches and timepieces?

    A Georg Jensen watch purchased from an authorized dealer is covered by a two-year international warranty starting from the date of purchase. 

  11. Do you gift wrap?

    If you are ordering online and would like to add gift wrap your order, you can choose “Gift wrap this item” during check-out. Some items are not eligible for giftwrapping, this will be communicated on the product once added to basket.  

  12. May I include a personal note with my order?

    If you are ordering online and would like to include a personal message with your order, you can enter it under the “Add free greeting card” section during checkout. It’s available as part of the “Shipping” information. Please note that the free greeting card can’t contain emojis or special characters.

  13. How can I be removed from the email list?

    You can unsubscribe by clicking the link located at the bottom of our emails.

  14. What is your price adjustment policy?

    A sale price credit will be honored if an item goes on sale within 14 days after an order is placed. The credit will be applied to the original source of payment for the difference between the price that was charged and the sale price.

  15. Important Pricing Note

    Prices shown are U.S. domestic prices and apply to orders shipped within the United States. Prices do not include sales tax or shipping and are subject to change. All pricing errors are subject to correction.

  16. What is Affirm?

    Affirm is a flexible way to pay for your online shopping. When paying with Affirm, you will know up front the total amount you’ll pay and you can choose the payment schedule that works for you. You will always exactly what you’ll owe and when you’ll be done paying. There are no hidden fees—not even late fees.

    You can read more about Affirm here.

    Learn more

  17. Gift Card

    Can I use more than one gift card as payment?
    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 $1500

    Can I cancel, change, exchange or return my Gift Card?
    As a Gift Card is a payment method it is treated like cash, this means it's not possible to cancel, return or exchange it for money.

    Where can I purchase my Gift Card?
    You can purchase a Gift Card from our online store. 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, on our online store. 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.

    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. 

    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?
    On the E-Gift Card product page you can add your personal message, before you add the card to basket. 

    How long can a Georg Jensen Gift Card be used?
    Gift Cards do not expire. If you use the full balance, the card is automatically closed.


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    Version 1.5, 1 December 2022