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.
- Login to your profile page to log a return. (Found in the upper right corner. Use your email address and password chosen. If you don't know your password, click "Forgot password" to reset it /choose one.) We will send you a return shipping label by email within 24 hours (weekdays). 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.
- 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.
Return address if you choose to send it back with your preferred shipping method (please note that you are responsible for the product until it arrives to us):
645 23 STRÄNGNÄS
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 email@example.com 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.