Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at support@orloffofdenmark.com. Returns are sent to 146/51 Natural Hill 2, Hin Lek Fai, Hua Hin, 77110 Thailand. If your return is accepted we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Your right to cancel, EU and UK

If you are a consumer in the European Union or the United Kingdom you have fourteen days from the day you receive your order to withdraw from the contract, without giving any reason. Our 30-day policy above is more generous and will usually apply instead.

The statutory right to withdraw does not apply to goods made to your specification or clearly personalised. Most of our jewellery is made to order once you have chosen the metal, the stone grade, the carat weight and the ring size, and those pieces are therefore excluded from the fourteen-day withdrawal right. Ready-made pieces bought as stocked items are not excluded.

Damages and issues

Please inspect your order on arrival and contact us immediately if the item is defective or damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Nothing in this policy affects your legal rights in respect of faulty goods.

Exceptions and non-returnable items

Certain items cannot be returned:

• Pieces made or configured to order, including your choice of metal, stone grade and carat weight.
• Engraved or otherwise personalised pieces.
• Rings resized to your specification.
• Earrings, for hygiene reasons, once the sealed packaging has been opened.
• Gift cards.

Please get in touch if you have questions about your specific item before you order. We would rather answer first than refuse a return afterwards.

Exchanges

The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be refunded on your original payment method within 10 business days. Please remember that your bank or credit card company may take further time to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at support@orloffofdenmark.com.