Refund policy
Returns & Refund Policy — RAW Copenhagen Last updated: May 2026
We want you to love your jewellery. If you're not completely satisfied with your purchase, we're happy to help.
Our return window You may return any eligible item within 28 days of receiving your order, provided it is unworn, unused, and in its original condition and packaging. This policy applies to all purchases made through rawcopenhagen.co.uk.
1. How to request a return Email us at raw@rawcopenhagen.co.uk within 14 days of receiving your order, quoting your order number and the item you wish to return. Once authorised, please send the item back within 14 days of that authorisation — giving a total of 28 days from receipt to return.
Send returns to: RAW Copenhagen, Langton Lodge, Fordcombe Road, Tunbridge Wells TN3 0RB, United Kingdom
Please include your name, order number, and proof of purchase inside the parcel.
2. Condition of returned items To be eligible for a refund, items must be unworn, unused, and in their original packaging. The following cannot be returned unless faulty:
- Earrings (for hygiene reasons)
- Custom or personalised pieces
- Gift cards
- Items damaged through misuse, wear and tear, or improper care
3. Return postage Return shipping costs are your responsibility. We recommend using a tracked service and retaining proof of postage, as items remain your responsibility until received by us. Original shipping costs are non-refundable.
4. Refunds Once we receive and inspect your return, we will confirm by email whether your refund has been approved. If approved, your refund will be processed to your original payment method within 14 days of receipt. Processing times may vary depending on your bank or payment provider.
5. Faulty or incorrect items If your item arrives damaged or incorrect, please contact us within 7 days of delivery at raw@rawcopenhagen.co.uk, including photos where possible. We will cover return postage for confirmed faults and offer a replacement or full refund.
6. Exchanges We are happy to exchange faulty or damaged items. Please contact us at raw@rawcopenhagen.co.uk before returning the piece.
7. Gifts If an item was marked as a gift at purchase and sent directly to you, you may return it for a gift credit. A digital gift voucher will be emailed to you once the item is received. If the item was not marked as a gift, the refund will be issued to the original purchaser.
8. Late or missing refunds If you haven't received your refund within 14 days of approval, please check with your bank first. If the issue persists, contact us at raw@rawcopenhagen.co.uk and we will assist promptly.
9. Your statutory rights This policy does not affect your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015. EU customers are entitled to cancel most online purchases within 14 days of receipt — we have extended this to 28 days for your convenience.
10. Contact raw@rawcopenhagen.co.uk RAW Copenhagen, Langton Lodge, Fordcombe Road, Tunbridge Wells TN3 0RB, UK