LULU Copenhagen offers a 2 year warranty on all our products. This is following Danish laws and standards. You are obliged to show a proof of date of purchase and proof that you bought it directly from us.
Defects that are related to the production or shipping are covered by LULU Copenhagen, but defects that are caused by a mishap or by normal or extreme wear is solely the responsibility of the customer. This is for instance loss of gold or ruthenium plating and broken chains. A production related defect will in most cases show very quickly after the product has been taken into use.
If you have a warranty issue or a complaint about a product, LULU Copenhagen will have to inspect the defect together with the production and in collaboration decide whether we agree with your complaint or not. You will always have the right to complaint to Forbrugerklagenævnet (The Danish Competition and Consumer Authority), and we will always follow their decision.
Read more about your legal rights when buying online here: https://www.forbrug.dk/raad-og-rettigheder/e-handel/fortrydelsesret-og-klager/
To prevent fraud we are legally obliged to refund the return amount to the same credit card or paypal account from where the order was placed from. We claim the right to hold the refund until we have received the goods and until we have agreed that the refund is righteous or until a legal complaint has been settled.
We offer a 30 days return option. Read our full return policy on the Returns page here. Please be aware that you shall cover the cost for the return shipping back to us and that you are solely responsible for the goods to be returned in the original condition. If you refuse to receive the goods when delivered to you, LULU Copenhagen will charge the amount equal to the shipping costs of the return delivery.
We recommend a trusted parcel service with an insurance of the value of the items and a tracking/guarantee delivery service such as UPS, GLS or your national postal service. Please bear in mind that when you have purchased an item it is owned by you and the quality and state of the item is your responsibility until it reaches LULU Copenhagen.
Only exception for items that cannot be returned and refunded is if LULU Copenhagen has made a jewelry specially for you or specially modified it so it is not suitable for being sold to other people.
By Danish law you as a customer are allowed to carefully inspect and look at a jewelry before returning it for a refund, as long as the item and its packaging is in its original condition when we receive it. If the item or packaging is damaged, used or different from when delivered we are allowed to withhold and keep a sum of the amount which equals the loss that we will gain for reselling the jewelry in its now used condition. It is solely up to LULU Copenhagen to define this sum. If the jewelry or packaging is too damaged to resell, LULU Copenhagen are legally empowered to not refund any of the sum. If wanted, read more about the Danish law of Refunds here (In Danish).
When we receive the item in a perfect condition we will refund the payment via reversed transfer. We cannot transfer the amount to a different account or credit card. By Danish law we are obliged to do so within 14 days after we receive and inspect the condition of the returned item. If the jewelry received is not in a perfect condition, and part of the money are not to be refunded, the maximum of 14 days for the reversed transfer begins from the day when the reduced refund is decided and has been communicated to the customer by email. Please expect 3-5 business days from the date your return is processed for the return credit to appear on your bank account.
Please bear in mind that some local banks and credit card companies adds a fee for transferring money and we cannot be held responsible for this fee. Also please bear in mind that bank transfers often takes several business days to complete.
Please note that if a parcel is not picked up from the drop-location and returned to us, we will have to charge the return shipping fee from your payment before returning the rest of the money.
We aim to ship your order within 1-2 business days, and followed by Danish public holidays. In certain periods during the year the handling can be longer, but we will always write this on the front page of the website. We also take reservation for force majeure situations. On special orders there will be a special delivery time.
Regarding shipping details such as shipping prices and delivery details, please read the Shipping page here.
If you have any questions please do not hesitate to get in contact with us here.
Use of data and the protection of your data
We accept most credit cards and Paypal. In some countries we also accept Klarna, Ideal, Bancontact, Google Pay, Apple Pay and Amazon Pay.
In accordance with danish law we transact the payment after the item has been shipped and not before. We don't keep any of your payment informations. Your payment transactions are processed and handled by third party vendor as an agreement between them and your payment provider and bank. Following danish law, you need to agree on our Terms & Conditions before your payment can placed.
All prices on the website is included a 25% VAT and shown in Euro (EUR) as a standard.
After placing an order on the website, you will shortly after receive a confirmation email. If you doesn’t receive it, please check your email spam filter. When your order is being shipped you will again receive a confirmation email with your tracking-ID.
Tracking & insurances
All parcels are shipped with a tracking number. In this way you can always track where your shipment is.
UPS parcels are shipped with an insurance as well.