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Frequently Asked Questions

Orders

How long will it take to receive my order?

Ready-to-ship items will be shipped within 1-2 business days in Sweden and 2-5 business days in Europe.

As many of our pieces are specially crafted for you on order, please allow time for production.

Made-to-order items have a delivery time of 4-6 weeks.

Rings from the Engagement & Wedding collection have a delivery time of up to 6 weeks. 

You can find more information about the delivery time of a product on its product page.

Can I change my order after it has been placed?

Orders may be canceled or refunded when in processing.

Once orders are completed, we are unable to amend the order, such as changing size, or adding products. If your order has not been dispatched yet, we are still able to change any personal details, such as your shipping address.

Please contact our Customer Care team here to request a change.

I need my order urgently, can I request a fast tracked service?

Due to manufacturing constraints, we are unfortunately unable to accomodate any urgent requests, however we do recommend to get in touch with our Customer Care team here to confirm if there is any possibility of an earlier delivery.

What payment options do you offer?

We accept payments by our payment provider Klarna. Klarna is one of Europe’s largest banks, providing payment solutions such as direct payments, pay after delivery options and installment plans in a one-click purchase experience. Find out more by visiting Klarna.

What currency can I pay with?

We offer customers to checkout in either EUR or SEK. The currency is auto-selected based on location and shipping destination. Norrfolks is not responsible for international transaction fees charged by customers banks.

I have placed an order but money has not been drawn from my account. Why?

Your invoice will be activated once your order has been dispatched. For made-to-order items it may take several weeks for a payment to be processed. You will be notified by email once your order has been shipped and your invoice has been activated.

Do you offer gift cards?

We currently do not offer gift cards, however we do offer 30-day exchanges or returns on all of our jewelry pieces.

Shipping

What countries do you ship to?

We currently ship to Sweden and all countries within the European Union: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

For more information, visit our Shipping conditions here.

What are your delivery options?

We express ship Swedish orders with PostNord and international orders with DHL.

We offer complimentary shipping on all orders.

What is the delivery time?

For Ready-to-ship items the delivery time is 1-2 business days within Sweden and 3-7 business days within Europe.

Made-to-order items have a delivery time of 4-6 weeks. 

Rings from the Engagement & Wedding collection have a delivery time of up to 6 weeks. 

You can find more information about the delivery time of a product on its product page.

How can I track my order?

Once your order has been completed and transferred to our carrier, you will automatically receive an Email or text message with your tracking number and more information about your delivery.

How will my order be delivered?

All parcels are shipped trackable, fully insured and require signature and/or ID proof upon delivery or pickup.

Parcels shipped to Sweden will be delivered to a PostNord service point and can be picked up within 14 days of delivery.

Parcels shipped to countries within the European Union will be delivered to the door by DHL Express. You always have the possibility to organize the details around your delivery beforehand with DHL Express directly.

Will my parcel be insured?

We insure each parcel from the time it enters transit until it is delivered to you, or until you pick it up at your nearest postal service point. If you allow the carrier to deliver your parcel without signature, Norrfolks will not take responsibility for the delivery.

What happens if my parcel gets lost?

We insure all parcels from the time it enters transit until it is delivered to you. For any issues with your delivery, please get in touch with our Customer Care team here and we will help you out.

I have ordered a Ready-to-ship item together with a Made-to-order item. When will they ship?

If you order a Ready-to-ship item and a Made-to-order item in the same order, we will automatically ship the entire order when all items have been crafted. If you wish to receive items in separate deliveries, please place separate orders or reach out to our Customer Care team here

Payment

Returns

We offer 30-day returns for a full refund on all jewelry including ready-to-ship items, made-to-order items and rings from our Engagement & Wedding Collection.

Within Sweden return shipping is free of charge.

For countries within the European Union, customers are obliged to organize and pay for the return shipping.

Kindly note that for a return to be approved the jewelry needs to be returned to us in unworn condition without any signs of wear. Please note that personalized items such as engraved rings cannot be returned.

Can I exchange my order?

We offer 30-day exchanges on all jewelry including ready-to-ship items, made-to-order items and rings from our Engagement & Wedding Collection.

Within Sweden return shipping is free of charge.

For countries within the European Union, customers are obliged to organize and pay for the return shipping.

Kindly note that for an exchange to be approved the jewelry needs to be returned to us in unworn condition without any signs of wear.

How can I return or exchange my order?

Email us at info@norrfolks.com to register your return or exchange and we will provide you with further instructions.

When will I receive my refund?

We will process your refund as soon as possible after receiving your return. All refunds are processed through Klarna and it takes approximately 2-5 business days before you receive the money back in your account. Because we carefully control each returned item prior to processing a refund or exchange, we allow ourselves up to 10 business days for authorizing a refund.

When will I receive my exchanged item?

If you wish to exchange a Ready-to-ship item, then we will ship the new item as soon as we have processed your return.

If you wish to exchange a made-to-order item or ring from the Engagement & Wedding Collection we will start the production of your new item as soon as we have received your return and the expected delivery time is then up to 6 weeks.

Services

Can I have my ring resized?

If the size of your ring isn’t quite right, we offer 1 complimentary resize per ring from our Engagement & Wedding Collection within 30 days from delivery. Please be aware that some rings such as eternity bands or forever bands cannot be resized and therefore need to be exchanged. Please find more information about Resizing here.

Can I have my ring engraved?

We offer free engraving on all rings from our Engagement & Wedding collection upon purchase or within 30-days from delivery. In case you wish to engrave your ring after the 30-day mark you can purchase engraving for a fee. Please find more information about Engraving here.

Can I have my jewelry checked and cleaned?

We offer a check-up service where your jewelry piece will be inspected, cleaned and polished for a fee. The first check-up is complimentary for rings from our Engagement & Wedding collection within the 3-year warranty period. Please find more information about the Check-up here.

Can I have my white gold jewelry re-coated?

We offer a re-coating service for a fee where your white gold jewelry piece will be coated in a new layer of rhodium to regain shine and chrome-like color. Please find more information about Re-coating here.

Can I have my jewelry repaired?

We offer a repair service and in most cases are able to repair jewelry to its original condition. Please send a repair service request to our Customer Care team here. If not covered under our 3-year warranty, an estimated cost of repair will be provided and confirmed prior to any physical assessment.

Consultations

How do I schedule a virtual appointment?

If you wish to schedule a virtual appointment, please make a booking here.

What can I expect during my virtual appointment?

During this video consultation with us you will meet one of jewelry experts who will showcase the rings and combinations you are interested in, as well as answer any questions you may have. The appointment may take up to 30 minutes and you can attend the appointment by yourself, or you are more than welcome to have your partner, friend or family member with you.

How do I schedule an appointment in the Stockholm Showroom?

If you wish to schedule an appointment in the Stockholm Showroom, please make a booking here.

What can I expect during my visit in the Stockholm Showroom?

During a showroom consultation with us you will meet one of jewelry experts who will showcase the rings and combinations you are interested in, assist with sizing, as well as answer any questions you may have. The visit may take up to 30 minutes and you can attend the meeting by yourself, or you are more than welcome to have your partner, friend or family member with you.

Is it possible to try on rings before purchasing?

You are welcome to visit our Stockholm Showroom to explore our collection and try-on rings. Kindly note that our try-on rings are mock-ups and not all rings may be available in your ring size or preferred color. Please book your visit to the Stockholm Showroom here.

Do you have a physical store or showroom?

While we don’t have a physical store, we offer private appointments in our Stockholm Showroom. Kindly note that visits are only booked by appointment and offered on a first-come first-served basis.

Customizations

Can I order my ring with a diamond larger than 1ct?

Depending on the style you are interested in we may be able to offer our style with a diamond larger than 1ct. Please send your request to our Customer Care team here and we will provide you with more information.

Can I order my ring with a different diamond shape?

Depending on the style you are interested in we may be able to offer our style with a different diamond shape. Please send your request to our Customer Care team here and we will provide you with more information.

Can I order my ring with a diamond of higher quality than what is offered on the website?

We do offer higher diamond qualities according to your requirements. This will come with an additional cost which depends on the requested quality, color and size of the diamond. Please reach out to our Customer Care team here for more information and a price offer.

Can I design a ring with Norrfolks?

While we do offer certain customizations to some styles of our collection, we do not offer bespoke designs. If you wish to request a customization such as a specific diamond other than what is available on the website, please send your request to our Customer Care team here.

Can I use my own gold?

It is important to us that we are able to trace each component of our rings back to their origin and we therefore solely use gold and diamonds from our carefully chosen suppliers and refineries.

Is it possible to purchase diamonds separately?

We do not offer diamonds to be purchased separately.

Products

Where is your jewelry made?

Each Norrfolks piece is designed in our Stockholm Studio and handcrafted in select ateliers in England, Italy and Sweden with meticulous attention to detail. Our ateliers are committed to fair working conditions and fully comply with the sustainability standards regulated by the European Union.

What is your jewelry made of?

Norrfolks jewelry is crafted solely with 18K recycled gold and lab-grown diamonds.

What are lab grown diamonds?

Lab-grown diamonds are diamonds that are cultivated from carbon atoms in laboratories instead of extracted from earth. Our sophisticated diamond labs recreate the same conditions that form natural diamonds under the ground to grow real diamonds that have the exact same chemical, physical and optical characteristics as mined diamonds, but without the ethical and ecological issues surrounding traditional diamond mining.

Are lab-grown diamonds real diamonds?

Lab-grown diamonds have the exact same chemical, physical and optical characteristics as mined diamonds and are considered real diamonds. Our lab-grown diamonds above 0.30ct are accompanied by a certificate of the International Gemological Institute.

What is recycled gold?

Recycled gold is gold sourced from melting down previously owned jewelry items and electronic waste. Our recycled gold is identical in appearance and quality to newly mined gold and is supplied by reputable refineries in Europe accredited by industry bodies such as the LBMA to certify its conflict-free origin.

Warranty

What warranty does Norrrfolks offer?

We offer a 3-year warranty for all of our jewelry pieces. This means we will repair or replace jewelry that may become faulty due to manufacturing defects. Please find more detailed information about our warranty here

Any repairs or modifications made to your Norrfolks jewelry not performed by us will void the warranty.

What repairs are covered under the warranty?

We offer free repairs within the warranty period of 3 years if the damage or fault was caused by manufacturing defects.

The warranty does not cover lost diamonds, workmanship by a third party or any damages caused by accident, improper care, negligence, or normal wear and tear over an extended period of time and use.

Damages not covered under this warranty may be repaired for a fee determined by the severity of the damage.

What services are offered during the warranty?

Within the first 3 years of your purchase of a ring(s) from our Wedding & Engagement Collection we offer a complimentary Check-Up of your ring which includes a prong inspection, polish and professional clean of your ring. White gold rings will additionally be coated in a new layer of rhodium to regain shine.

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