Terms and conditions

This is the official webshop of the Danish fine jewellery brand OLE LYNGGAARD COPENHAGEN (hereinafter “we”, “us” or “our”). The customer (hereinafter “you” or “your”) should carefully read our 'Terms & Conditions' before placing an order with us. All information provided is subject to Danish law.

Please notice our Terms & Conditions are updated occasionally to reflect changes in regards of our business strategy and applicable law.

If you have any questions or concerns – or have problems using the site please do not hesitate to reach out to our customer care.

E-mail: webshop@olelynggaard.com
Telephone: +45 39 46 03 77 (Mon-Fri, 9-16 CET)

1. Ordering at our webshop

1.1 Binding agreement

By placing an order, you accept our Terms & Conditions, and a binding agreement is entered into. Once an order is in our system, we cannot guarantee changes can be made – however, our customer care is always willing to assist. You will receive an order confirmation by e-mail shortly after your order is completed (remember to check your spam-filter). Once your order is fulfilled you will receive an additional e-mail with invoice – and another e-mail with tracking number of the parcel.

1.2. Order handling

All items are carefully inspected, prepared, and dispatched from our headquarter address in Hellerup, Denmark. If the items ordered is “in stock” we will ensure a swift order handling. Items that are “made to order” have an estimated date on delivery displayed on the product pages. Please notice we will ship a “made to order” item as soon as it is produced and have gone through our quality assurance process.

If your order consists of multiple items, we reserve the right to do a combined dispatch once all items are in stock. If you wish to receive items sooner in separate deliveries, additional delivery charges might be applied.

Orders are processed and dispatched on weekdays Monday to Friday, 9-16 CET. An order placed during the weekend or on a public holiday will be handled the following business day.

1.3. Discrepancies

We reserve the right not to deliver in the event, that the product information, stock level or price was incorrect, at the time of order placement. However, we always strive to have accurate information online at any given time. In the event of cancellation or changes to your order, you will be contacted by our customer care.

Online product images of jewellery featuring precious stones might deviate from the stone you receive. This is by no means a fault or flaw to the gemstone, but an exceptional characteristic of a natural product. Two stones may share colour tone and shape but are never entirely identical. Important to state that all stones have been carefully inspected and selected and meet strict requirements in terms of internal quality assurance.

In case of 'force majeure' we cannot be held responsible for delay or failure to meet our order obligations.

1.4. Cookies and Privacy Policy

We use cookies on our website. A cookie is a small text file which is stored in your web browser and which registers you as a unique user. Read more about our use of cookies in our Cookie Policy.

We treat all your personal data with utmost confidentiality. Please read our Privacy Policy that explains how we use the personal data with your consent and in compliance with GDPR.

1.5. Complaints

In case you wish to complain about goods purchased from us (our own stores or stockiest), please contact our customer care by telephone or email.

You can also submit an external complaint through:

2. Payment, Prices, Tax-free

2.1. Payment

We accept the following payment methods:

  • Visa Debit/Credit
  • Mastercard Debit/Credit
  • Maestro
  • Diners Club
  • Discover
  • Klarna
  • PayPal
  • ApplePay

Local payment methods:

  • MobilePay (DK)
  • Dankort (DK)
  • American Express (DK, UK, US, EU countries)
  • Carte Bancaire (FR)
  • iDeal (NL)

After placing an order, we reserve the funds on your card for up to 30 days, or until the order is invoiced and dispatched. For special orders, a full pre-payment may be requested, with prior notification.

If you encounter any issues with our online payment system, please contact our customer service for alternative payment options, such as a payment link.

2.2. High value orders – security and fraud prevention

For high-value orders, occasional payment rejections by card issuers may occur due to the order's value. To resolve this, consider raising your credit limit with your bank or card issuer, noting that different cards have varying limits. If you encounter payment difficulties, contact our customer service for assistance and alternative payment methods, such as a payment link.

Our webshop employs strict security measures, including two-step verification during credit card transactions. We encrypt all payment information using SSL protocol.

If you suspect fraudulent activity associated with your card use, especially on our webshop, please notify our customer service immediately.

2.3. Prices and currencies

Depending on your country/region, prices will be available to you with or without VAT (Value Added Tax).

  • EU countries, Norway, Switzerland, Australia, United Kingdom: All prices include VAT, local taxes, and delivery costs. You should not expect additional expenses.
  • Rest of the world: All prices are listed without VAT and/or local taxes but include delivery costs. You should expect to pay for local tax/VAT and import fees for customs clearance. Please refer to Section 2.4. for further details.

A full list of available currencies can be seen below. Please note that some currencies are locked to a specific region/country:

  • Danish Kroner (DKK)
  • Swedish Kroner (SEK)
  • Norwegian Kroner (NOK)
  • Swiss Franc (CHF)
  • Great British Pounds (GBP)
  • Australian Dollars (AUD)
  • New Zealand Dollars (NZD)
  • Euro (EUR)
  • American Dollars (USD)

Prices are typically adjusted once a year in January. Gold-dense products are usually the most affected. We reserve the right to change our website prices with immediate effect and without prior notice.

2.4. Shopping outside EU ("tax-free")

IMPORTANT: This section applies only to customers residing outside the EU, Switzerland, Norway, Australia, and the United Kingdom.

If you are shopping from outside these countries, we offer VAT-exempt purchases, meaning local VAT is deducted. Please note that if you have selected the correct shipping destination (top left corner when browsing on desktop), prices are already displayed without VAT.

For the USA, tax and import fees are excluded from the price when you reach 'Shopping Bag' and 'Checkout'.

For customs clearance, UPS will act as a broker to collect applicable customs duties and VAT/taxes. You, the customer, will be responsible for any of these charges.

Our customer service is ready to assist, but for elaborate inquiries about customs rules and import fees, we advise you to contact your local customs office.

3. Delivery

3.1. General

All goods are shipped from Denmark to the specified address, with insurance included. Our parcels do not display our brand name for security.

We use GLS for domestic deliveries and UPS for international orders. A signature is required upon receipt, and if unavailable, parcels are rerouted to a designated location, with notification sent to the customer.

For orders with multiple items, dispatch will occur once all items are ready.

3.2. Free shipping on all orders

We provide free standard delivery to all countries on our shipping list, with no minimum order requirement. Access the complete list by clicking 'SHIP TO' in the top left corner when browsing on desktop. If your country isn't listed, contact our customer care for assistance. In such cases, delivery costs may apply.

3.3. Delivery time

For 'IN STOCK' items:

  • Denmark: 2-3 business days
  • Europe: 3-4 business days
  • Rest of the world: 5-7 business days

We also offer 'MADE TO ORDER' items with delivery times ranging from 8-30 days. Our customer service can expedite delivery by locating items in our flagship stores. Contact customer service for order updates.

3.4. Track and trace

All shipments are insured and come with a tracking number. After dispatch, you will receive a track and trace number via email (check your spam filter). Contact customer service for order updates.

4. Returns and Exchanges

4.1. Returns

Online orders are eligible for a full refund within 14 days of receipt. Please use a traceable courier for returns, as responsibility lies with you until the package reaches us. Return expenses are not refunded. To qualify for a refund, items must be unused and in their original packaging. Fill out the enclosed return form and send to:

Ole Lynggaard Copenhagen
Hellerupvej 15B
DK-2900 Hellerup

We also accept webshop returns in our flagship stores.

4.2. Exchanges

We exchange online orders within 14 days of receipt, subject to stock availability. Please note that size exchanges depend on our stock availability and could result in additional wait time due to ‘made to order’ goods. Return shipping costs are your responsibility, but we cover outgoing shipping for exchanges. Fill out the enclosed return form and send everything to the address provided in section 4.1.

4.3. Non-Returnable and Non-Exchangeable Products

Orders for personalized or bespoke products cannot be cancelled or returned for exchange or refund. This includes engraved, customized items and special orders. However, for certain jewellery like rings, our goldsmith can usually adjust the fit slightly if sizing has become the issue. The customer will always be notified beforehand if an item is not eligible for a return and/or exchange.

4.4. Refunds

Once we receive your return, your refund will be automatically processed, and the total price of the item(s) will be transferred back to the card (and linked bank account) used for the purchase. Please note we don't refund return costs or international import duties and taxes.

Refunds typically take a few business days to process, but may take longer for international cards. Feel free to contact customer care for updates on your return/refund status.

4.5. Issues with received items

If the items you received are not what you expected or if we have mistakenly sent the wrong ones, please contact our customer service team. It is helpful to include pictures if you are reaching out by email. If your request is approved, we will cover the return costs, and you can choose to exchange the item or receive a full refund.

Notice regarding precious stones: Please be aware that natural variations may occur in individual precious stones. This is a unique characteristic of natural products, not a flaw. While two stones may share similar colour tones and shapes, each is unique. We meticulously select exquisite, natural stones based on strict quality control criteria, examining them for inclusions, sheen, tone, colour, and size. If you have any concerns about the stone you have received, please reach out to our customer service team.

5. Claims and warranty

We offer a 2-year warranty for online purchases, covering production faults. To make a claim, contact customer service with your order number, photos of the fault, and a description.

Report transit damage within 7 days, including order number and photos. Please include your order number and photos of the damaged item(s). You may be asked to return the product to us for examination, with shipping expenses covered by us.

Approved claims result in repair or replacement of the product. For items purchased through external retailers, please contact them directly.

6. Company info

Ole Lynggaard A/S
Hellerupvej 15B
2900 Hellerup

VAT no. DK83024917

E-mail: webshop@olelynggaard.com
Telephone: +45 39 46 03 00 (Mon-Fri, 9-16 CET)

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