Refund policy

Please note that it is not possible to exchange or return physically in our office/showroom.

For how long can I return my order?

Right of withdrawal

As a consumer, you have a 14-day right of withdrawal when you shop with us. In addition, we offer a further 14 days of return, giving you a total of 30 days.

The withdrawal period expires 14 days after the day you receive your product. If you have ordered several different items in one order, but they are delivered individually, the deadline runs from the day you receive the last item.

The deadline means that you have 14 days from receipt to notify us that you want to cancel your purchase. You can request a return here.

You cannot cancel your purchase by refusing to accept the goods without notifying us at the same time.

Extended right of withdrawal

In addition to the 14-day right of withdrawal based on the above conditions, we offer an extended right of withdrawal for up to 30 days after you have received the goods.

If you cancel your purchase during the extended withdrawal period, a limited right of withdrawal applies, which means that:

- The item must be returned in its original packaging.
- The item must be unused.
- The item must be returned within 14 days from the notification of withdrawal, you must pay for the return yourself and you are responsible for the package. See the section on returns in the statutory right of withdrawal.

Once the item has been received and we have established that the above requirements have been met, we will refund the amount to the same means of payment.

Can I exchange the size?

Yes, it is possible to exchange to another size within the return period. We offer one free exchange, and we are happy to help you find the right size. Contact us by email customercare@thejewelleryroom.com, if you wish to exchange the size.

If you need more than one size exchange, you will have to pay for the shipping costs yourself.

Please note, that for remaining stock items purchased, we are unable to accommodate size or material exchanges. If the product is included in our remaining stock and therefore cannot be exchanged, it will be clearly stated on the product page.

How do I return my order?

If you want to return your order please request your return here. You will find your order number in your order confirmation e-mail.

Once you have notified us that you want to cancel/return your purchase, you have 14 days to send the item back to us.

You must pay for the package to be returned. You can choose to use your own return label, but we recommend that you use our fully insured shipping label. If you use your own label, you will be liable if damage occurs during transportation.

If you use your own label, please always contact us first at customercare@thejewelleryroom.com for the correct return address, as this may vary depending on which piece of jewelry you have purchased.

What does it cost to return my order?

The price for returning your order with our label is 30 EUR / 30 GBP / 35 USD if you are outside Denmark and 49 DKK if you are in Denmark. The amount will be deducted from your order when we process your refund. If you wish to exchange for another size, you can do so once free of charge.

Please note that our return label is valid for 7 days, so the package must be handed to the courier before the 7 days.

If the package is returned unclaimed and this is due to a cancellation, we will deduct the actual return costs from the refund.

Can I partly return my order?

Yes, you can return or exchange parts of your order within the return period. The return label fee will be charged for each individual return instead of each individual order.

I have received a gift from The Jewellery Room and do not know my order number

Contact us at customercare@thejewelleryroom.com and state the name of the person who gave you the gift, and we will do our best to assist you. If you wish to return a gifted item, without involving the gift-giver, we can exchange it for another item of the same value or send a gift card directly to you.

Which items can I return?

No right of withdrawal

Delivery of goods that have been manufactured according to your specifications or have been given a distinct personal touch cannot be canceled.

The condition of the item when you return it

If the goods have lost value because you have used them in a way other than what was necessary to determine their nature, characteristics and the way they function, you can only get a partial refund of the purchase amount. The amount you can get refunded depends on the commercial value of the item, and in some cases this may mean that you can only get back the shipping costs.

We recommend that you return the item in the original packaging.

If the original packaging is missing, it could possibly result in a decrease in the value of the item.

Refund of the purchase amount

If you cancel your purchase, you will get your money back. If the item is impaired, we will deduct the amount you are liable for.

We will refund all payments received from you, including delivery costs (however, this does not apply to additional delivery costs in cases where you have chosen a different delivery method than the cheapest standard delivery method we offer). Yet, the costs of return as stated above, will be deducted from the actual refund amount.

We will refund the money using the same means of payment you used for the purchase unless we have agreed otherwise.

We can withhold payment until we have received the item unless you send us proof of return.

Last updated 16/01/2025