Costumer service

Payment
Payments methods:
We accept VISA, MasterCard, American Express, Maestro, Shopify Pay, Apple Pay and Google Pay.

Packaging
The item you buy will arrive in one of our exclusive white signature boxes elegantly tied with orange ribbon. A luxuriously bag tied with orange ribbon will also follow.

Delivery, Returns and Exchanges Policy
JOSINA offers free shipping and returns worldwide on all orders.
All items purchased online can be returned or exchange based on the below requirements

Showroom located in the centre of Copenhagen
Open by appointment

Delivery:
All orders in stock will be processed and dispatched on an express service and will be delivered within 2-4 business days depending on your location. Once an order has been dispatched, we cannot change the delivery address so please ensure you have provided the correct details. Orders out of stock will be delivered within the timespan indicated when ordering the item.
Once we have dispatched your order, you will receive a dispatch confirmation e-mail including the tracking details of your parcel.
Delivery delays may occur during high volume and peak periods or due to unforeseen reasons. During these times, please allow an additional 3 business days for your order to be delivered. In the event that your order is affected by delay, we will contact you immediately.

Duties and taxes outside EU:
Delivery outside EU: Depending on the destination country and the value of the goods, you may be required by your local government and customs office to pay duties and taxes. It is the responsibility of the receiver to pay for these duties and taxes, not JOSINA. Please contact your local customs offices for more information regarding duties and taxes.

Returns:
Making a return or exchange is easy.

  • Return new unworn and unused goods within 28 days. If 28 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange
  • Goods should be returned in their original packaging.

Please follow these steps when returning/exchange an order:

  1. Locate the return/exchange sheet in the package you received – then contact FedEx and follow there instructions.
  2. Please inform us (email hello@josinacopenhagen.com) whether you want to return or exchange your order.
  3. Make sure that the jewelry is packed neatly in their original jewelry boxes. 

Return your order to :
JOSINA
C/O Josina Bergsøe
Rigensgade 9A, 2TH
1316 Copenhagen K
Denmark

Jewelry are to be unused other than for the purpose of trying on for fit. If there is evidence to suggest that the goods have been used to a degree such as to decrease the value of the product, the customer loses his/her right to exercise a return.

We will only refund to the credit card that was used to place the order - this is to prevent fraud! JOSINA Jewelry will NOT refund any customs duties and sales taxes. Our return policy does not affect your statutory rights.

Depending on the country to which your order was sent, you may be able to contact your local customs bureau directly for a refund of these costs. Please take note that for orders sent to destinations outside of the EU where deliveries have been refused by the customer or the customer was not available to receive the delivery, JOSINA Jewelry will not be able to refund customs duties and sales taxes. 

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow a few days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@josinacopenhagen.com.

Exchange
We offer one free exchange if you have bought something and want another size or product/style. If you exchange more than once, you have to pay for the shipping yourself.
Please note: If you personalize a product (e.g. laser printing) you will NOT be able to return it.

Product Care
Congratulations on your purchase. Use your jewelry for everyday use and don't mind the scratches that will occur over years, they will be a part of the jewelry's history.

Oxidized pieces on the jewelry will fade (over time) with every day or very frequent wear.

Quality policy
Our articles/jewelry are marked with one of our responsibility marks JOSINA / JWB as required according to the Danish Act no.308 (1999). The marks are unique in Denmark for our articles / jewelry and implies that our work is subject to supervision by the Danish Assay Office by unannounced inspections at our workshop with the purpose to verify that the metals used are correct.