FAQ
FAQ
Why haven't I received an order confirmation?
Within 2 hours of your order being placed, we will send you an email confirming saying we have received your order. If you have not received an email from us within 2 hours, it is a good idea to check that your email adress is correct on the order or you can contact our Customer service.
A typical reason for not receiving your order confirmation could also be errors in the payment approval, or that the mail has ended up in your spam folder.
Can I change my order?
Unfortunately, it is not possible to change your order, once it has
been completed and paid for at checkout. If you would like to purchase other items, you can easily place a new order.
If you have ordered something you do not want to keep, simply follow the link to our return portal, where you then will receive a returnlabel https://dansk-copenhagen.webshipper.io/returns_public/1
We do not accept parcels delivered to the post office or parcel shop. As soon as we have received your return parcel, we will send you an
email within 7-10 working days and refund you the purchase amount.
Can I cancel my order?
Unfortunately, we are unable to cancel your order as we begin processing your order immediately after receiving it in our system.
How do I pay with 3D Secure?
Read more about how you pay with 3D Secure right here
Shipping questions
How long is the delivery time?
Our expected delivery time is between 3-5 business days. Please be aware that there can be longer delivery time if bought doing international and local holidays. For more information, please contact our customer service
How much is the delivery cost?
Orders within the EU are subject to a shipping fee of 6 euros, depending on the delivery destination. We have free delivery cost on all orders above €69.
Where is my order?
Once you have placed your order, you will receive an order confirmation by email with your order details. All orders are being shipped from our warehouse in Copenhagen.
Once your order has been shipped you will receive an email with tracking information. It can take up to 24 hours before you can track your package through your tracking information.
Return and complaints
Is it free of charge to return ?
Yes, when you registrer your return in our portal: https://dansk-copenhagen.webshipper.io/returns_public/1 you will be send an email with a free freight label.
How do I return my order?
To return your order, please follow this link and fill out the required:
https://dansk-copenhagen.webshipper.io/returns_public/1
What if I've received a wrong piece of jewellery?
If there are errors in your delivery, please send an email to our Customer Service via our Contact Form. Remember to provide your order number.
Our Customer Service will then assist you with the further process.
What if my new jewellery is broken when delivered?
Should you be so unlucky to experience errors or omissions in a jewellery you have purchased at our online shop, please send an email to our customer service via our Contact Form.
Our Customer Service will then assist you with the further process.
What if a jewellery is missing in my parcel?
If you are missing an item in your parcel, we ask you to send an
e-mail to our Customer Service via our Contact Form - they are always ready to help.
Be sure to provide the order number and item number or the name of the missing item. We will send you this jewellery item immediately.