Exchange & return

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 have no 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. Contact us on info@emmaisraelsson.com to let us know you want to make a return. We will send you a return shipping label by email. For returns made outside of the EU, customs invoices will be emailed. The cost of return shipping is 99 SEK for returns within the EU and 199 SEK for returns outside of the EU. The cost will be deducted from the refund amount.

    Please note that if you choose to send the item back on your own you are responsible for the item until it reaches us and we will not be able to accept packages that require import VAT to be paid out upon return to us. 
  3. 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.

  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.

 

Return address if you choose to send it back with your preferred shipping method:

EMMA ISRAELSSON
Box 195
645 23 STRÄNGNÄS
SWEDEN

 

How to make an exchange

Exchange of merchandise can be made within 5 days of receiving your items. We don’t offer exchange on gift cards. Custom orders are not exchangeable. You can only exchange items bought on our website. If you bought it from a retailer you have to exchange the item with them. Send us an email on info@emmaisraelsson.com with your order number and what you want to exchange. Wait for a response before returning the product. You’re responsible for the return shipping cost and that the item reaches us. Items must be returned with their original packaging in perfect condition and together with the delivery note.


 

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.


Chains

EMMA ISRAELSSON accept 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.