Terms Of Return And Exchange:
- We have a 30 day return or exchange policy, which means you have 30 days after receiving your jewellery to request a return or exchange.
- The jewellery item must be returned unused, in the original condition in the original packaging in which you had received it.
- The diamond certificate must be returned with the jewellery, if your jewellery piece came with the diamond certificate
- When we receive the jewellery piece, 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 Once the refund has been approved, we will refund you the original amount to the account or card that the payment was originally made from.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 3-4 days after receiving it, however, it may take 5-10 business days for the refund to appear in the customer's account.
- We will be in contact with the customer to confirm whether the refund has been approved or denied.
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If more than 15 business days have passed since we’ve approved your return, 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.
RETURN INSTRUCTIONS:
Orders from the Nordics (Finland, Sweden, Norway, Denmark and Estonia):
We offer one instance of free shipping for an exchangeable or returnable product. After that, the shipping costs arising from any ring resizing service or other reasons must be paid fully by the customer.
We offer one free ring resizing within 30 days of purchasing the ring.
INSTRUCTIONS FOR RETURNING ITEMS:
1. Register your return or exchange:
Send an email with your order number and your reason for return/exchange to info@svanhilde.com
In case you would like to make an exchange, please send us the details (size, gold colour) of the desired replacement item.
We will send you further instructions and a return slip that must be attached to the parcel.
2. Prepare your parcel:
We would prefer if you place the jewellery in the original box or a similar solid cardboard box, and seal the box securely with tape. Print out the return slip we provide you with and place it on 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 postage 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 post service point. We will send you information on which postage service we are using for your shipment.
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.
INSTRUCTIONS FOR RETURNING ITEMS:
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.
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. We offer one free ring resizing within 30 days of purchasing the ring.
INSTRUCTIONS FOR RETURNING ITEMS:
1. Register your return or exchange:
Send an email with your order number and your reason for return/exchange to info@svanhilde.com
In case you would like to make an exchange, please send us the details (size, gold colour) of the desired replacement item.
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 original box 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 DHL service point.
Once the customer has made the return notification, the product must be shipped within 14 days. If necessary, the customer must be able to prove that the product has been returned within the time limit, for example with a postage receipt.
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:
We will at all times control the returned items prior to processing the refund or exchange. 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 return, exchange or refund. If the diamond certificate and the wooden box is not included in the return parcel, the refund policy does not apply.
European Union 14 Day Cooling Off Period:
Notwithstanding the above, if the merchandise 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 (the wooden box that the jewellery was packaged in). You’ll also need the receipt or proof of purchase.
