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.
Telephone: +45 39 46 03 77 (Mon-Fri, 9-16 CET)
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.
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.
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.
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:
We accept a wide variety of payment methods (and will strive to add even more). When placing an order the money will be reserved on your card up to 30 days - or until captured. A money capture is processed when the order is invoiced and dispatched. On special orders we might request a full pre-payment but you will always be informed about this.
We accept the following payment methods:
If you are experiencing any issues with our online payment do not hesitate to reach out to our customer care, who can offer alternative payment methods such as payment link.
Due to high order values, we experience payments occasionally gets rejected by the card issuer. This can often be solved by raising the credit limit with your bank and/or credit card issuer. Please notice different cards has different limits. Do not hesitate to reach out to our customer care if you experience any form of payment difficulties, they are also able to offer alternative payment methods, e.g., payment link.
Our webshop uses technological standards to minimise fraud which includes a mandatory 2-step verification process also called SCA (Strong Customer Authentication). When you pay by credit card, you will be asked to enter the card's security code or CVV (Credit Card Verification Number). You will find the three-digit security code on the back of your credit card, usually on the right side of the credit card's back.
We encrypt all your payment information with the so-called SSL (Security Socket Layer) protocol. This means that unauthorized persons are unable to read your card number or other information during the transaction with NETS, who processes payments for purchases made on the Website.
If you are suspicious or aware of fraud linked to the use of your card (especially on our webshop) please contact our customer care immediately.
Depending on your country/region prices will be available to you with or without VAT (Value Added Tax).
A full list of available currencies can be seen below. Please notice some currencies are locked to a specific region/country:
We reserve the right to change our prices with immediate effect and without prior notice. Prices are typically adjusted once a year in January – gold dense products are usually the ones most affected.
NB! This section is only relevant for customers residing outside the EU, Switzerland, Norway and Australia.
If you are shopping from outside the countries above, we offer a VAT exempt purchases meaning a deduction of the local VAT (approximately 15% on USD price list). Please notice that if you have chosen the correct shipping destination (top left corner when browsing on desktop) the prices are already displayed without the VAT. This should not be perceived as a discount, rather a compensation to the 'customs, duty fees, local tax and additional handling costs' that you should expect and to which we do not cover. In other words all import charges are at your own expense.
Since the import charges and duties are a strict legal matter and varies from country (and sometimes even state) we are not eligible to advice on it. We recommend you to contact your local customs office for more exact information.
All goods are shipped from Denmark and will be delivered to the address specified on the order. We only deliver to residential or company addresses – not to PO boxes or parcel shops (this is as much a safety measure for yourself). As an additional safety measure our brand name does not appear visible outside the box, nor in the sender address.
The courier will make three delivery attempts. Already after a single missed attempt we strongly advice to reach out to the courier to schedule a new time for delivery. All orders are shipped with either GLS or UPS depending on the destination.
The parcel must be signed for upon receipt. Everyone at the addresses can sign for you but be careful as it is with binding effect on you.
If your order consists of multiple items, we reserve the right to await until all items are in stock. If you wish to receive items sooner in separate deliveries, additional delivery charges might be applied.
We offer free standard delivery with no order minimums for all the countries* on our shipping list. A complete list of shipping countries can be accessed by clicking “the country” displayed in the top left corner when browsing on desktop. If you cannot find your country on the list, do not hesitate to reach out to our customer care who might be able to look into an exception – in this case you might be expected to pay for delivery costs yourself.
* An exception is Great Britain that due to Brexit is required to place a minimum order of 130 GBP.
For items “in stock”:
We also offer a great selection of “made to order” items whereas delivery can vary between 8-30 days. You are always welcome to contact customer care for an update on your order.
All orders are shipped with either GLS or UPS depending on the destination. The delivery times are for the most parts accurate, but sometimes delay may occur.
All our shipments are insured and will be available with a tracking number. Once your order has been dispatched and it has been registered by our courier, you will receive a track and trace number by e-mail (remember to check your spam-filter). You are always welcome to contact customer care for an update on your order.
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:
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 4.1.
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 include 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 - 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.
Ole Lynggaard A/S
VAT no. DK83024917
Telephone: +45 39 46 03 00 (Mon-Fri, 9-16 CET)