This is how you make a return of a purchase from Emma Israelsson Stockholm

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Home / This is how you make a return of a purchase from Emma Israelsson Stockholm

Shipping and returns

Shipping

In stock items will be packed and shipped from us within 24 hours (weekdays).

Within the EU
All orders within the EU are shipped with DHL and delivery times are usually 2-4 days (weekdays).

Outside of the EU
All orders outside of the EU are shipped with UPS and delivery times are usually 2-4 days (weekdays).


VAT & duty charges


Within the EU
VAT and duty charges are included in the price.

Outside of the EU
VAT and duty charges are included in the price for the US and Norway.
Duty charges and VAT are not included in the price for all other non-EU countries. Please note that you are responsible for any customs or VAT charges that may be applied by your country. 


Returns

We are happy to accept returns within 30 days from when you receive the order. We don't offer the right of withdrawal or open purchase of gift cards. The right of withdrawal does not apply to custom-made orders.

  1. The item has to be in its original condition to be returned.

  2. "My pages/login" is in the upper right corner. Log in with your email address and selected password. An account is automatically created with the email address used in the order. If you do not have a password, click on "Forgot password" and you will receive a link to reset/select a password. The return needs to be created on the account on which the purchase was made.

    We will send you a return shipping label by email within 24 h (on weekdays). Check your spam if you haven't received the shipping label within that time. For returns made outside of the EU, customs invoices will be emailed. 
    The cost of return shipping is  DKK 71 / EUR 10 / NOK 187 / USD 21 based on what currency your order was placed in.
    The cost will be deducted from the refund amount.

  3. The item has to be shipped back in its original packaging. If it’s a chain, please make sure the chain is closed and in the zip bag it came in, so it doesn’t get damaged when sent back. Include the delivery note and write down the reason you’re returning the item. Don't forget to add the three copies of the customs invoice (Return customs document) in a clear plastic pouch on the outside of the packaging as it won't pass through customs without it and will be sent back to you. DHL can supply you with a plastic pouch. 

  4. We will process the return within 5 days of the item reaching us and you’ll be notified by email once it’s been processed.



Exchanges

For faster handling and to minimize the risk of the item you want to exchange for selling out, you need to return the item you want to exchange and place a new order.

How to make a complaint

We make sure the jewelry is in perfect condition before leaving our facilities. If you should receive a piece that has been damaged during freight please contact us within 7 days on info@emmaisraelsson.com and add a photo showing the damage and we will help you.