Returns and exchange
All goods ordered through our webshop can be returned for a full refund within 14 days of receipt of goods. While the returned package is in transit it is under your responsibility. Therefore, we always advice using a courier with a traceable (and ideally insured) service. Please bear in mind that return expenses will not be refunded.
To be eligible for a full refund. you must return the item(s) in unused condition including original and intact packaging. Please make sure to fill out the enclosed return form and send everything directly to our business address:
OLE LYNGGAARD COPENHAGEN
Att.: WEBSHOP – RETURN & REPAIRS
For returns outside of EU, please remember to write “RETURNS & REPAIRS” visible on the outside of the box to ensure swift transit through any customs offices. By not doing so there is a greater risk that your package will be withheld by customs.
We exchange goods bought online within 14 days of receipt. Please note that size exchanges depend on our stock availability. There is a chance that if the item you ordered was “made to order” that the new size also will be. The returning shipping costs are at your own expense, however, we will cover the outgoing shipping when sending you the exchanged item(s). Please make sure to fill out the enclosed return form and send everything to the address listed under section 1.
Orders for products that have been personalized in any way or otherwise made for you with bespoke specifications cannot be cancelled and such products cannot be returned to us for exchange or refund. This includes, without limitation, products that have been engraved or embossed, or made with some degree of customization to you.
Products not eligible for return and exchanges includes our Solitaire collection. This is due to the variety and customization of the main diamond. However, if a Solitaire ring does not fit properly, our goldsmiths will usually be able to adjust it slightly - typically 1-2 sizes depending on the model. Please contact customer care for more information.
Once we receive your return your refund will automatically be processed, and the total price of the item(s) will be transferred back to the card (and linked account) that made the purchase. Please notice that we do not refund return costs and for orders outside EU (except Norway, Switzerland, Australia) import duties and local tax will not be refunded either.
Normally it takes a few business days for the refund to go through, however, for international credit cards, this process can be prolonged. Please do not hesitate to contact customer care to get an update on your return/refund.
If your goods are non-conforming or we have delivered the wrong item(s) please contact our customer care – preferably, include pictures if contacting by e-mail. If your inquiry is approved by our customer care, we will cover the return expenses. You will then be able to choose from exchanging it for a similar one or receive a full refund.
Impurities and variations to individual precious stones may occur. This is by no means a fault or flaw to the stone, but an exceptional characteristic of a natural product. Two stones may share colour tone and shape but are never entirely identical. Hence every stone is unique. We only use exquisite, natural stones carefully selected by gemmologists according to strict quality control. Every stone is carefully examined for inclusions, sheen, tone, colour, and sizes. If you have remarks to the stone chosen for you, please reach out to our customer care.
We issue a 2-year warranty (i.e. your invoice) on all goods bought online. This warranty covers production faults, not wear and tear from regular or daily use. If you believe you have a warranty claim, please contact our customer service, who will review your case. Please include order number, photos of the suspected fault and a description of the claim.
Claims arising from the goods being damaged in transit must be notified to our customer service within 7 business days of receiving the package. Please provide order number and photos of the damaged item(s). You might be asked to return the product to us for examination. If that is the case the shipping expenses are covered by us.
If the claim is approved, we will firstly try and repair the product. Alternatively, we will replace it.
Claims regarding products bought at our external retailers must go through them.