ORDER ISSUES

Why do you sell your earrings separately and not by the pair?
We sell all items separately so that you can mix and match your earrings to personalize your jewellery purchase.
The asymmetric look is the very core of LINE&JO.

How should I style my LINE&JO jewellery?
You can always find inspiration on how to style your LINE&JO jewellery on our Instagram profile: LINE&JO.

How do I find my ring size?
- Measure the inner diameter of a ring that fits you.
- Then find your right ring size in our ring size guide.
You can also have your finger measured by a professional jeweller.
Our sizes typically run from # 48-60 with each size being just one mm larger than the other.


Please note that your finger size may vary according to temperature and time of day.


DELIVERY

When will you dispatch my order?
LINE&JO Webshop aims to dispatch all orders within 48 hours, subject to payment clearance and stock availability. Order processing may take up to five days in certain periods. We operate Monday to Friday with exception for Danish national holidays.

Can I track my parcel?
You will receive an order confirmation by email when you have placed your order.
You will receive a final confirmation by email when we ship your parcel. This email contains instructions on how to track and collect the parcel.


What is the shipping price?
Shipping costs will be added to your order and displayed at checkout. Shipping prices vary from 12 EUR - 28 EUR depending on country of destination.
Shipping is free for orders above 250 EUR.


I am unable to choose my country for delivery. What do I do?
If your country does not show on our list when filling in your delivery details please contact us at: costumercare@lineandjo.com and we will make the necessary arrangements.

When will I receive my parcel?
We usually ship within 48 hours of the purchase on working days. Transit within the EU is usually 1-3 days while transit for over seas destinations and non European countries may vary from 2-10 days depending on the local postal services and customs clearance. Please note that the parcel cannot be left to you without a signature and that couriers usually operate between 8am and 6pm on business days. You can specify an alternate daytime delivery address when ordering, for example your work address (recommended).

Can I redirect my order?
As a precaution for your own safety we are unable to redirect orders once items have been dispatched.

Will my parcel be charged customs and import charges?
Unfortunately LINE&JO has no control over customs and import charges, and we are unable to tell you what the costs might be as these vary for all countries.
As a precaution we recommend that you contact your local customs office for more information before placing your order.


RETURNS & REFUNDS

What is your return policy?
You can cancel your order within 14 days upon delivery to get a full refund of your purchase. Please note that shipping costs are not refunded. The refund is only offered if the products are returned without having been used and in their original condition, i.e. intact, undamaged, unused and with their original seal and as soon as reasonably possible. You must not remove any of the security tags or other tags from the product. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed.

You will also need to return the entire order to us by secure means to ensure it reaches us in good condition at your own cost. We recommend that you insure the return shipment as you are under duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our address. In case of dispute, we also recommend you retain proof of sending. Refunds will be issued within 30 days of us receiving your cancellation notice.

Please return cancelled orders to:

LINE&JO
Kronprinsessegade 34
1306 Copenhagen K
Denmark
Att: Customer care


How do I return an item?

Making a return is easy. Just follow these steps:
1. Complete your return details on the returns form which is included in the delivery box, and enclose it with the items you want to return
2. Return the items in their original packaging to ensure that they are adequately protected in transit
3. Send your package to LINE&JO, Kronprinsessegade 34, 1306 København K, Denmark, Att: Customercare.


Please Note: The product is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service or courier service that insures the value of the goods. The cost of returning the item to us is your responsibility, with exception of faulty items as confirmed by us.We will refund any money received from you using the same method originally used by you to pay for your purchase.
Before sending the package, please read the our returns policy.


We accept returns up to 14 days after delivery.

I have lost my return note, what do I do?
Don't worry. You can download and print out a new return note here.

Can I return an item bought on your webshop in your flagship store?
Yes you can! With your return note filled out you are welcome to make an easy return of any item bought online in our flagship store to get a full refund. Please note that all refunds will be made to the card from which the purchase was originally made. You may also exchange ring sizes in our flag ship store. Other exchanges are, however, not possible.

Can I return an item bought in your store to your webshop?
All items bought in our flagship store must be returned in the store. We cannot process these on our webshop. Please note that the flagship store can only exchange items - refunds are not possible.

Can I return an item bought in your flag ship store and/or webshop at your retailers?
We´re sorry but you have to return an item at the same store from which it was originally bought.

Can I return an item bought at one of your retailers in your flag ship store or to your webshop?
We're sorry but you have to return an item at the same store from which it was originally bought.

How do I exchange an item bought on your webshop?
Please follow the same easy steps as the returns procedure. Remember to specify on the return note that you wish to exchange your item and to which size/left/right. We are only able to offer size exchanges on rings and exchange earrings from left to right and right to left. All exchange is subject to the safe return in perfect, unused condition of the item you wish to exchange.

Do you refund the shipping costs if I return or exchange an item?
In case of a faulty product we will refund you the purchase including all shipping costs.
In case of an ordinary return or exchange you will not be refunded the shipping costs.

I seem to have received a faulty item, what do I do?
We're sorry but even fine jewellery can sometimes be faulty. Please keep in mind, however, that all LINE&JO jewellery is handcrafted and minor irregulations are to be expected.

Items are faulty if they are received damaged or where a manufacturing fault occurs within six months of the purchase. Please note that items that are damaged as a result of normal wear and tear are not considered to be faulty. We recommend that you send us some clear, close-up photos of your faulty item and of your original receipt to us on costumercare@lineandjo.com quoting your order reference number, your name and address, contact phone and details of the product. With this information the goldsmith will take a closer look on your item and we will then get back to you on how to proceed with your request.

I seem to have received an incorrect item in accordance with my order?
If the item you received is faulty or incorrect to that which you ordered, please contact customercare@lineandjo.com quoting your order reference number, your name and address, contact phone and details of the product as well as the reason for return, and whether you require a refund or a replacement. We will then advice on how to proceed with the return. Once we have received the item, we will inspect the item and replace, repair or issue you a refund, subject to our confirmation of the fault.



REPAIRS

I have a piece of jewellery that has been damaged, what do I do?
As a goldsmith LINE&JO are always ready to make the necessary repairs to bring your fine jewellery back to live!

Each repair is different so please start with sending some clear, close-up photos of your damaged item to us on costumercare@lineandjo.com quoting your order reference number if possible, your name and address, contact phone and details of the product. With this information the goldsmith will take a closer look on your item and we will then get back to you on how to proceed with your request.

For further information or enquiries please contact customer care: customercare@lineandjo.com

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