Returns & refunds

We want you to feel confident about your jewellery. Here is how returns and refunds work for online purchases.

14-day right of withdrawal

For standard products bought online, you may withdraw from your purchase within 14 days of receiving your order. Email us before the deadline to tell us you wish to withdraw; you do not need to wait for our reply. You then have a further 14 days to send the items back. The same rules apply when you order and pay online and collect in our boutique.

Personally customised jewellery

Jewellery made to your individual specifications or given a clearly personal character is not covered by the statutory right of withdrawal and cannot be returned because you change your mind. We will clearly tell you before purchase if this exception applies. Choosing a standard colour, size or an existing style, or buying a limited-edition item, does not by itself remove your right of withdrawal. Your statutory rights if an item is faulty or not as agreed remain unchanged.

Condition and return costs

You may examine the jewellery as you would in a shop. If it has been handled beyond what is necessary to establish its nature, characteristics and functioning, you may be responsible for a reduction in its value. Original packaging is recommended for safe transport, but is not a blanket condition for exercising your right of withdrawal.

You pay the direct cost of return shipping for a change-of-mind return. Please pack the jewellery securely and keep proof of postage. Contact us before returning a faulty or incorrect item so we can arrange the appropriate solution.

Return address

This is our postal return address. Please send returns by post; it is different from our boutique address. Include your order number and contact details.

Refunds

We refund without undue delay and no later than 14 days after receiving your withdrawal notice. We may withhold the refund until we receive the goods or you provide evidence that you have sent them back, whichever happens first.

If you withdraw from the entire order, we also refund the cost of our least expensive standard outbound delivery option. Additional costs for a more expensive delivery option are not refunded. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee.

Faulty or incorrect items

Your purchase is covered by the statutory two-year right to complain about defects. Contact us within a reasonable time after discovering a problem; a complaint made within two months of discovery is always considered timely. There is no 48-hour deadline that removes these rights.

Please send your order number, a description and, where possible, photos to contact@hangandcraftcopenhagen.com. We will assess the issue and arrange repair, replacement, a price reduction or a refund as required by law. Necessary return costs for a justified complaint are covered by us. These rights also apply to personally customised items.

Questions? Email contact@hangandcraftcopenhagen.com.