Exchange and return
How to return an item
The right of withdrawal and right of return is valid for 14 days according to the Consumer Protection Act and is calculated from the day you received the product. This means that day 1 is the day the product is in your mailbox or you have been notified that the product is available for collection at your postal agent. 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.
- The item has to be in its original condition to be returned.
- "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). 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.
- The item has to be shipped back in its original packaging. If it’s a chain, please make sure the chain is fastened in the padding of the jewelry box 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.
- 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.
How to make an exchange
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 firstname.lastname@example.org and add a photo showing the damage and we will help you.
EMMA ISRAELSSON accepts responsibility for any flaws or damage in the product you bought. EMMA ISRAELSSON is not responsible for damages caused by you, for example, if you have not followed our care guide or if you caused the damage yourself, eg. by getting stuck and snapping the chain. EMMA ISRAELSSON has a six-month warranty on chains. The warranty includes complications from the manufacturing process and does not cover any damage caused by neglect.