RETURNS AND EXCHANGES
Holiday Policy: Extended Returns & Exchanges for Fine Jewelry until the 15th of January. We offer a 30-day return and exchange policy. You have 30 days from the date of delivery, for the item(s) to be received back at our warehouse to be eligible for a return or exchange. For the return or exchange to be accepted the item(s) must be in unused condition, undamaged, unaltered, without scratches and in original packaging, including diamond certificates where applicable.
Within Sweden we offer a free return or exchange service which means that we will provide you with a prepaid return label to send your item(s) back to us.
For returns or exchanges outside of Sweden, you will need to arrange and pay for the return
shipping. We always recommend you to send your returned or exchanged item(s) with an
insured postal tracking service and in the original NORRFOLKS mailer box.
RETURN AND EXCHANGE INSTRUCTIONS
1. REGISTER YOUR RETURN OR EXCHANGE:
Send an Email with your order number and reason for the return/exchange to firstname.lastname@example.org. In case of an exchange, make sure to specify the details (size and gold color) of the desired replacement item(s).
2. PREPARE YOUR PARCEL:
We prefer you place the item(s) in the original box or similar solid carton item, and seal the box securely with tape. Print out the return slip we provided you with and place it on the box, over the original shipping label so the bar code can be seen clearly.
3. SEND IT BACK:
Once you have prepared your parcel and attached the return shipping label, you can drop it off at your closest PostNord service point. Your parcel is insured all the way back to us. If you are a customer outside of Sweden, you can ship the item(s) to us with the carrier of your choice. For your own safety, we recommend you to choose a shipping option with insurance and tracking service in case your parcel gets lost or stolen on the way back to us.
NORRFOLKS will at all times control the returned items prior to processing the refund or exchange. All of our diamonds may be tested for their authenticity and their lab-grown origin. If damage, harm or alteration is caused to a purchased jewelry item or a diamond item by you or a jeweller or any other third party, our return policy and warranty will not apply, and the item will not qualify for a return, exchange or refund. A non-return of a diamond certificate will be charged at 5.000 SEK plus VAT for a replacement certificate.
We shall as soon as possible, if under the jurisdiction of our return policy, refund you the full value that you have paid for the returned or exchange the item(s). Refunds are only authorized by us and processed by our payment provider Klarna. Refunds are made to the original purchaser’s credit card or bank account and can take 5-10 business days to show up on your account, from the time they have been authorized by us. Because we carefully control each returned item prior to processing a refund or exchange, we allow ourselves 5-10 business days for authorizing a refund.
In case you would like to exchange an item to another size or color, please reach out to our customer service team at email@example.com and we will have a replacement processed for you in the right size and color. In order to be eligible for an exchange the item(s) must be in unworn condition, without any signs of wear, without any damages, with the original packaging and returned to us within 30 days of delivery. Because we carefully control each returned item(s) prior to processing a refund or exchange, we allow ourselves 5-10 business days for authorizing an exchange. All exchanges are based on stock availability and are shipped from us to you free of charge. Please keep in mind that replacements that are not in stock may be custom made which can take up to 4-6 weeks to be delivered to you from the date the original item was received back to us. Should you be interested in an alternative jewelry item, please return your original item to us and simply purchase the new piece separately at norrfolks.com.
Exchanges are based on stock availability and are shipped from us to you free of
charge. Please note, each order is only allowed 2 exchange requests with free
shipping. For any exchange requests following, the customer is responsible for all shipping costs.
SPECIAL POLICY FOR MADE-TO-ORDER ITEMS
Made-to-order items such as engagement rings, eternity bands or weddings bands are covered by our 30-day return policy, if not stated otherwise, but limited to only ONE RETURN and ONE RESIZING (size exchange) per customer. A second return by the same customer will be denied. A second resizing (size exchange) by the same customer may be accepted for an additional service fee. In case you want to resize your ring after 30-days of reception, we can help you with that for a service fee. Please contact our customer service team at firstname.lastname@example.org to get a cost estimate. Please keep in mind that engraved made-to-order items are not eligible for a return, exchange or refund but may be resized for a service fee. Additional costs may apply to redo the engraving. Please contact our customer service team at email@example.com to get a cost estimate.