FREQUENTLY ASKED QUESTIONS


ORDER ISSUES

Why do you sell your earrings separately?
You are always welcome to buy earrings in pairs, however we sell all items separately to allow every customer to personalise their own look by combining different earrings across varies collections.

How should I style a given piece of jewellery?
You can always find styling inspiration on our instagram profile: LINE&JO

How do I find my ring size?
To find your ring size, we recommend that you follow the guidelines of our ring size guide.


DELIVERY

When will you dispatch my order?
LINE&JO Online Boutique 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 through Friday with the exception of Danish national holidays.

Can I track my parcel?
Once your parcel is shipped, you will receive an email with instructions on how to track and collect it.

What is the shipping price?
Shipping is free in Denmark. Shipping to all other countries costs 20 EUR – however shipping is free on all orders above 250 EUR.

I can’t choose my country of delivery, what do I do?
If your country does not show on the list when filling in your delivery details, please contact us on: customercare@lineandjo.com and we will make the necessary arrangements.

When will I receive my parcel?
We usually ship within 48 hours of purchase on working days. Transit within the EU is usually 1-3 days while transit on overseas destinations and non-European countries may vary from 2-10 days, depending on local postal services and customs clearance. Please note that the parcel cannot be delivered 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?
For security reasons, LINE&JO do not redirect orders once items have been dispatched.

Will my parcel be charged customs and import charges?
Unfortunately, LINE&JO cannot control customs and import charges, and we are unable to tell you what the costs might be, as these vary from country to country.
As a precaution we recommend that you contact your local customs office for more information before placing your order.


RETURNS & REFUNDS

What is your returns policy?
You can cancel your order within 14 days upon delivery for a full refund on your purchase. Please note that shipping costs are not refunded. The refund is only offered if the products are returned 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 products. We will be unable to accept the return of any item if these instructions have not been followed.

You will need to return the entire order by secure means to ensure that it reaches us in good condition. The return is 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 any damage that may happen to them in transit. In case of dispute, we also recommend that you retain proof of sending. Refunds will be issued no later than 30 days after we receive the cancellation notice.

Cancelled orders should be returned to:
LINE&JO, Kronprinsessegade 34
1306 Copenhagen K
Denmark
Att: Customer Care

How do I return an item?
To make a return, please follow these steps:
1. Fill in your return details on the returns form 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 the above address.

Please note: We will refund any money using the same method originally used by you to pay for your purchase.

Before sending the package, please read our returns policy.

Can I return an item bought in your Online Boutique at your flagship store?
You are welcome to return any item bought online to our flagship store to get a full refund. Please remember to bring your return note. Kindly note that all refunds will be made to the credit card used at checkout.

Can I exchange an item bought online in your flagship store?
You may exchange any item bought in our Online Boutique in our flagship store. Please note that we cannot refund any remaining credit. Remaining credit will be issued as a gift certificate. If you wish to get a refund, please follow the guidelines stated above.

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

Can I return/exchange an item bought in your flagship store and/or Online Boutique at your retailers?
No, our retailers do not accept items bought in our flagship store or at our Online Boutique.

Can I return an item bought at one of your retailers in your flagship store or in your Online Boutique?
No, LINE&JO Online Boutique and LINE&JO flagship store online accept items bought at either of these two boutiques.

How do I exchange an item bought in your Online Boutique?
LINE&JO Online Boutique offers size exchanges on rings and the exchange of earrings from left to right and right to left. Please follow the same 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.
LINE&JO Online Boutique cannot make exchanges from one product to another. If you wish to receive a different item from the original, please make a return and place a new order.

Do you refund the shipping costs if I return or exchange an item?
In case of a faulty product we will refund 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/incorrect item, what do I do?
Please keep in mind that all LINE&JO jewellery is handcrafted and that minor irregularities are to be expected. However, even fine jewellery can sometimes be faulty.
An item is considered to be faulty if it is damaged or broken at the time of delivery or if a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of regular wear and tear are not considered to be faulty.
If you believe that your item is faulty, please send an email to customercare@lineandjo.com. Your email should include close-up photos of your piece of jewellery, contact information, a copy of your original receipt or, if the jewellery was purchased online, your reference number as well as details of the product. With this information a goldsmith will take a closer look at your item and we will get back to you on how to proceed.

I seem to have received an incorrect item?
If you have received a faulty or incorrect item, please contact customercare@lineandjo.com quoting your order reference number, contact information and details of the product, 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 company, LINE&JO are always ready to make the necessary repairs to bring your fine jewellery back to life!
Each repair is different, so please always start by sending an email to customercare@lineandjo.com. Your email should include close-up photos of your piece of jewellery, contact information, a copy of your original receipt or, if the jewellery was purchased online, your reference number as well as details of the product. With this information a goldsmith will take a closer look at your item and we will get back to you on how to proceed.