CONTACT & FAQ
Below you will find a list of the most frequently asked questions pertaining to placement of order, shipping etc. However, if you are in doubt about anything or have a question related to a specific piece of jewellery then please feel free to call me at +44 7713 677 407 or send me an e-mail: email@example.com
1. HOW DO I PLACE AN ORDER?
To place an order simple state the quantity you would like to purchase and then press the ‘ADD TO CART’ button. You can access your cart at any time, by clicking on the shopping cart icon in the upper right corner of your screen. Once in your shopping cart press ‘CHECKOUT’ to proceed to completing your order by typing in your contact as well as credit card details. If you would like to order any of our jewellery custom made then simply type in the length required for the bracelet or necklace. Items added to the shopping cart are not reserved until checkout has been completed.
You can use most major credit cards to pay for your order such as VISA, Mastercard and American Express. You can also pay through your Paypal account.
RAW Copenhagen takes the security of your credit card details very seriously. All credit card information is handled by Stripe or PayPal. Accordingly all your details are safely encrypted through the use of SSL and Raw Copenhagen does not store any of your credit card details.
3. DELIVERY AND PACKAGING
I deliver within all of the EU.
All RAW Copenhagen's jewellery is packed in black eco-friend jewellery boxes made from recycled paper in Denmark.
5. DELIVERY TIME
All items are shipped with Royal Mail. We aim to dispact all orders within 24 hours during work days, stock availability permitted. However, if you are requesting a custom fitting please allow for an extra day or two for dispatch. Kindly allow for up to 4 days for delivery.
For custom made pieces delivery will depend upon the materials required for the piece in question as some of my suppliers are located in Denmark and the USA. Delivery time for custom made pieces can therefore be up to 3-4 weeks, if I don't have the desired stone etc in stock.
6. DELIVERY COSTS
Shipping within the UK is free as is orders above £100 within the EU.
£ 7.75 for international shipping within the EU for orders below £100
£ 7.25 for next day delivery within the UK, not available for custom made pieces.
We want you to love your jewellery from RAW Copenhagen, so if for any reason you are not completely satisfied with the item you bought, we are happy to give you a refund as long as you adhere to the following:
- You must inform us via e-mail (firstname.lastname@example.org) within 14 days of receiving the jewellery that you want to return it and get a refund.
- All items must be returned unworn and in their original packaging.
- You have 14 days to return the jewellery upon having informed us about your wish for a refund.
- The cost of sending a returned items is at your expense.
- All items returned are done so at the customer’s risk, therefore we recommend that you obtain proof of postage for any returned items.
- Once RAW Copenhagen has received the returned jewellery piece, any refund will automatically be issued to the payment method you used to place the original order.
- All exchanges and refunds will be made within 14 days of receipt of the returned item(s).
Please note that a different policy pertain to Christmas presents, so that you can shop securely for your loved ones, for the Christmas period, the return policy has been extended till 4 January 2020, irrespective of when the jewellery piece was bought from 27 November 2019 onwards. But otherwise all the rules stated above aplies with the exception of the 14 day period.
Any returns should be sent to our studio in Kent in the UK:
Kent TN3 0RB
8. JEWELLERY CARE
How do I best care for my jewellery from RAW Copenhagen?
RAW Copenhagen’s jewellery is handmade in the UK. All metal parts used are 925 Sterling Silver and 24 Karat gold plated Sterling Silver with the exception of our stringing materials chosen for their strength and durability. We also work with 24 Karat gold plated Japanese glass bead and coloured gemstones.
Please be aware that with time, the 24 Karat gold plating used on our silver parts and glass beads can become worn, which is normal and to be expected. To preserve the gold plating as long as possible, we recommend that you avoid the use of perfume, lotion, hairspray and other cosmetics to be in direct contact with your jewellery.
We suggest you avoid wearing your jewellery whilst sleeping or during sports. To best preserve your jewellery, please also avoid exposure to water, salt, excessive sun, chlorine or other chemicals. Kindly store your jewellery in a jewellery box, when not in use, in a dry room (never in the bathroom). If required, clean the Silver jewellery with a soft polishing cloth.
Accidental damage or breakage to the stringing material we will happily repair for a small fee. Faulty products will be repaired under your 12-month warranty, valid with proof of purchase.
Take care of and enjoy your RAW Copenhagen jewellery piece.
9. TERMS AND CONDITIONS
is a site operated by RAW Copenhagen Ltd, whose trading name is RAW Copenhagen. We are registered in England and Wales under company number 9927991 at Company House and with our registered office and workshop in Langton Lodge, Fordcombe Road, Tunbridge Wells, TN3 0RB, England. Our e-mail address is: email@example.com, our telephone number is +44 77 13 677 407. Our website is hosted by Shopify Inc.
The following terms and conditions apply to all purchases of goods by you from RAW Copenhagen’s web shop. By ordering any of our jewellery, you agree to be bound by these Terms and Conditions. Before placing an order in the web shop you will be asked to agree to these Terms and Conditions by clicking on the button marked ‘I Accept’. If you do not click the button, you will not be able to complete your order. You can only purchase jewellery from our web shop if you are at least 18 years old and eligible to enter into a contract.
RAW Copenhagen makes a commitment to protecting your privacy and promises only to use information collected about you in accordance with the Data Protection Act 1998.
We collect your name, address, phone number and e-mail address when you place an order. We need this information so we can complete your order and contact you if there is a query.
We do not store your credit card details.
RISKS AND TITLES
All jewellery are to be treated with care, see Care Instruction. The jewellery consists of many small parts and are not to be used as a toy due to the risk of shocking hazard.
Risk of damage to, or loss of, any goods will pass to you when the goods are delivered to you.
RAW Copenhagen Jewellery is made from quality materials. However, as many of the materials we use are handmade and as all our jewellery pieces themselves are handmade here in the UK, please expect small differences in stones etc.
To prolong the life of your jewellery, kindly adhere to the Jewellery Care instructions provided so that you can enjoy wearing your jewellery pieces for years to come.
Accidental damage or breakage to the stringing material we will happily repair for a small fee. Faulty products will be repaired under your 12-month warranty, valid with proof of purchase. Kindly contact us by e-mail before returning your jewellery, so we can arrange the details for repair.
Regrettably, we are not able to accommodate free jewellery repair within the first 12-months of purchase, if the jewellery damages are a result of not following the Jewellery Care instructions provided.
MODIFICATION TO THE SERVICES AND PRICES
Prices for our products are subject to change without notice. We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time. We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.
All prices in £ incl. VAT
We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate.
ERRORS, INACCURACIES AND IMISSIONS
Occasionally there may be information on our website that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
Kindly send any questions related to our Terms and Conditions to firstname.lastname@example.org.