We will always carefully inspect the returned jewellery items prior to processing the refund. All of our diamonds may be tested for their authenticity and their lab-grown origin. If damage, harm or alteration is caused to a purchased jewellery item or a diamond item by you or a jeweller or any other third party, our return policy and warranty will not apply, and the item will not qualify for a refund. If the diamond certificate and the wooden box is not included in the return package, the refund policy does not apply.
Custom or bespoke orders are not eligible for return or refund. Jewellery items which have been engraved are also not eligible for return or refund.
Return Policy
Return Policy Terms:
- We have a 30 day return policy, which means you have 30 days after receiving your jewellery to request a return.
- The jewellery item must be returned unused, in the original condition in the original packaging in which you had received it, which includes the wooden box that the jewellery is packed in.
- The diamond certificate must be returned with the jewellery, if your jewellery piece came with a diamond certificate.
- The package must be sent back to us within 7 days after requesting a return.
- When we receive the jewellery item, we will carefully inspect it. Once the refund has been approved, we will refund you the original amount to the account or card that the payment was originally made from. We will process the refund within around 2-3 days after receiving the jewellery, however, it may take 5-10 business days for the refund to appear in your account.
- We will be in contact to confirm whether the refund has been approved or denied.
- If more than 15 business days have passed since we’ve approved your return and issued your refund but you have not received the refunded amount, please contact us at info@svanhilde.com.
Damages And Issues:
- Please carefully inspect your jewellery when you receive it and contact us immediately if the item has been damaged or has some manufacturing defects.
- In the unlikely event that you have received the wrong item, please contact us immediately so that we can fix the order.
Cancellations:
- You have the right to cancel your order at any point while the order is still unfulfilled.
- We will refund you the original amount to the account or card that the payment was originally made from. Please note that it may take 5-10 business days for the refund to appear in your account.
- If the order has already been shipped, you can no longer cancel the order.
- If the order has been shipped, you have 30 days after receiving your jewellery to request a return or exchange.
- If you have ordered a custom or bespoke jewellery item, you are able to cancel the order before we start designing or making the jewellery item. After that it is no longer possible to cancel the order. These types of cancellations are dealt with on a case-by-case basis.
RETURN INSTRUCTIONS:
Orders from the Nordics (Finland, Sweden, Norway, Denmark and Estonia):
We offer one instance of free shipping for a returnable product. After that, the shipping costs arising from any ring resizing service or other reasons must be paid fully by the customer.
INSTRUCTIONS FOR RETURNING ITEMS:
1. Register your return:
Send an email with your order number and your reason for return to info@svanhilde.com.
If you have a customer account, you can also request a return from your customer profile under the "orders" section https://account.svanhilde.com
We will send you further instructions and a return slip that must be attached to the parcel via email.
2. Prepare your parcel:
We would prefer if you place the jewellery in the wooden box inside the original packaging or a similar solid cardboard box, and seal the box securely with tape. Print out the return slip we provide you with and attach it securely to the box. Please make sure that the bar code on the shipping label can be clearly seen.
Please include the diamond certificate and the wooden box that the jewellery originally came with.
We will send you more information about which postal service we will be using for the return shipment.
3. Send it back:
Once you have prepared your parcel and attached the return shipping label, you can take the parcel to the closest postal service point. We will send you information on which postal service we are using for your shipment.
Once you have made the return request notification, the package must be shipped within 7 days.
RETURN INSTRUCTIONS:
Orders from outside the Nordics:
If you are a customer outside of the Nordics, we ask that you return the jewellery to us using DHL, UPS or other similar shipping companies.
The customer is responsible for the postage costs and sending of the product itself.
The return terms mentioned at the beginning of the page also apply to international shipments.
INSTRUCTIONS FOR RETURNING ITEMS:
1. Register your return:
Send an email with your order number and your reason for return to info@svanhilde.com.
If you have a customer account, you can also request a return from your customer profile under the "orders" section https://account.svanhilde.com
We will send you further instructions and a return address to ship the parcel to.
2. Prepare your parcel:
We would prefer if you place the jewellery in the wooden box inside the original packaging or a similar solid cardboard box, and seal the box securely with tape.
Please include the diamond certificate and the wooden box that the jewellery originally came with.
3. Send it back:
Once you have prepared your parcel, you can take it to the nearest service point of your choosing (DHL, UPS or similar). You can print the packaging label yourself and attach it to the box, or request that they do it for you at the service point. Please make sure that the bar code on the shipping label can be clearly seen and that it is securely attached.
Once you have made the return request notification, the package must be shipped within 7 days. If necessary, you must be able to prove that the package has been shipped within the time limit, for example with a receipt and tracking details sent to us via email.
For your own safety, we recommend you choose a shipping option with insurance and a tracking service in case your parcel gets lost or stolen on the way back to us.
Important Note:
European Union 14 Day Cooling Off Period:
Notwithstanding the above, if the jewellery item is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your jewellery item must be in the same condition that you received it, unused, with the diamond certificate and in its original packaging including the wooden box that the jewellery was packaged in. You’ll also need the receipt or proof of purchase. This policy does not apply to custom or bespoke jewellery items.
Customer Account Link: