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 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?
When Can I get help?
The Georg Jensen staff processes orders Monday - Thursday 9:00 - 16:00, Friday 9:00 - 15:30 Central European Time. 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 specific 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. If your chosen item is not in stock, customer service will contact you within 3 business days from receipt of your order with information about the expected time of delivery. 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 want your order delivered to another country than the one you first chose, click “Europe” 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?
The shipping charges incl. VAT for delivery within the European Union are:
- EUR 30 on orders below EUR 350.
- EUR 0 on orders above EUR 350.
From this site, we ship to countries in the European Union, exclusive of Denmark, Germany, Sweden and the United Kingdom. For delivery to those countries or other destinations, please visit the site that matches your shipping destination for applicable shipping charges.
Which payment options can I use on georgjensen.com?
We accept VISA, MasterCard and American Express.
Is it safe to use my payment card on georgjensen.com?
Georg Jensen encrypts all 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 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?
From this site, we ship to countries in the European Union, exclusive of Denmark, Germany, Sweden and the United Kingdom. To ship to those countries or to countries outside the European Union, click “Europe” at the bottom of the site and select your destination country from the list that appears.
When do you ship my order?
If the item is in stock, it will be shipped within 1-2 business days from recipt of the order. Orders that include both home items and jewellery or watch items will be shipped within 2-4 business days. If the item is not in stock, customer service will contact you within 2 business days from receipt of your order with information about the expected time of delivery.
When will my order arrive?
You can expect to receive your order within 3-6 business days when we have the item in stock. For orders that include both home items and jewellery or watch items, the delivery time is 4-8 business days. As Georg Jensen cannot guarantee local delivery conditions, Georg Jensen cannot provide a guaranteed delivery time at the customer/recipient address.
Once your order has been dispatched, you will receive an e-mail with your tracking number so you can follow your parcel all the way on www.ups.com. Please be aware that it may take 24 hours before your delivery information is registered in their system.
For delivery to the Netherlands or France, precious metal products require hallmarking (your proof of the value of the metal). Please expect an additional two days of delivery due to this - i.e. up to 10 business days for orders that include jewellery. For such orders, the tracking number will only be activated 3-4 business days after we ship the order.
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 14 days of receipt.
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 14 days of receipt. 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.
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.
How do I return my purchase?
If you want to cancel your order:
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.
The easiest way to return 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 EUR 30 to the credit card with which your purchase was made.
For more information about how to return a purchase, see Exchanges and Returns.
If you want to exchange an item:
If you want to exchange an item, return it as described above. In the lower half of the return form, indicate which product you want to receive instead.
Learn more under "Can I exchange my item for something else?"
How do you refund my money?
Refunds are transferred to the payment card with which the purchase was made.
Note that it may be a few days before the money is available in your account. For questions concerning your account, please contact your bank or card issuer.
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
A complaint concerning a product or service purchased from Georg Jensen may be submitted to the Danish Consumer Complaints Board, Nævnenes Hus, Toldboden 2, DK-8800 Viborg. You can submit your complaint to the Consumer Complaints Board via https://kpo.naevneneshus.dk, where you can also read more about minimum amounts, fees, process, etc.
You can also submit a complaint to the European Commission's online complaints portal at http://ec.europa.eu/consumers/odr/. This is particularly relevant if you are a resident in an EU member state other than Denmark. On filing a complaint, you must state our e-mail address: firstname.lastname@example.org.
Version 1.0, 28 January 2021