Delivery & Returns
Delivery
How fast does my package deliver?
If you order before 2 p.m., we will endeavor to have your order shipped the same day. Orders placed after 14.00 will be sent the following day. You will receive your order within 1-2 business days.
We usually deliver within 24 hours.
Burd Delivery
SAME DAY DELIVERY (only applies to parts of Zealand)
You can order until 13:30 & ensure that your package is delivered between 18-22 at your address on the same day. It costs only DKK 29.
NEXT DAY DELIVERY (Fyn & Jutland delivered)
You can order until 13:30 & ensure that your package is delivered the next day for only DKK 29.
Who do you deliver packages with?
Camillakroeyer.dk delivers through Burd Delivery and GLS.
- GLS - Delivery to home address and parcel shop (also delivers to parcel shop on Saturdays).
- Burd Delivery - Evening delivery to home address between 6-10 pm on Zealand, Funen & Jutland (selected postal codes only).
We always send your package insured with a delivery fee of DKK 29-45.
If you buy for over 399 DKK, you get free shipping with GLS to parcel shops.
Can I pick up my order physically?
At camillakroeyer.dk we offer pick-up during selected periods. This can be selected at checkout when the function is available.
Collection takes place at our office and warehouse:
Gåsegade 1, st. 1208 Copenhagen K
Please note that unfortunately pickup is not possible during busy periods. However, you are always welcome to contact us at support@camillakroeyer.dk or 71 74 51 56 and we will do our best to find a solution.
Unfortunately, it is not possible to come by to see or try the products without having an order.
Are you unsure about the size?
Please contact us in advance - we can arrange to have other sizes ready so you can try and exchange them directly upon pickup.
I haven't received my package yet?
Unfortunately, it happens from time to time that a package gets lost - but don't worry, we are always ready to help you.
If you have not received your order, please send us an email at support@camillakroeyer.dk .
Please write your order number in the subject field.
We will then make sure to look for your package. Should it turn out that the package is definitely lost, we will of course send you a new package.
Can I change my order?
If there are errors or desired changes to your order, we will of course be happy to help you as best as possible.
However, in some cases the package may already be packed or handled, and during busy periods we cannot guarantee that it can be reached.
Write as soon as possible to support@camillakroeyer.dk
or call 71 74 51 56 and we will try to make the change.
Once your order has been shipped, unfortunately we are unable to make changes.
You will receive an email as soon as your order has been packed and shipped. 📦
I forgot to pick up my parcel at the parcel shop?
If you forget to pick up your package at the parcel shop, it will be sent back to us after 7 days (GLS).
If you need to have the package resent, it will cost you 29kr in fee - as we will be invoiced for the return shipment and the new shipping.
I have received a defective item?
When you shop with us as a consumer, you have a right of complaint for 24 months.
If you experience problems or your jewelry breaks, you can create a complaint via our Returns & Exchanges portal.
How to do it:
1. Go to the portal and log in with your order number and the email used for the purchase.
2. Tick the piece of jewelry you want to advertise.
3. Describe the defect on the jewelry and what you want instead.
4. Attach a picture that clearly shows the error.
Once we have received your complaint, we will assess the case. If the jewelry needs to be returned, you will receive a GLS RETURN QR code by email. Simply show the code to your parcel shop - they will print the label and put it on the parcel for you.
When we receive the jewelry, we will handle the complaint based on your wishes and our assessment.
I have received a wrong item?
If you have received an incorrect item in your package, please send us an email at support@camillakroeyer.dk .
Please provide:
- Your order number
- A picture of what you received
- What you are missing
We will then ensure that we find the fastest and best solution for you.
I haven't received my package yet?
Unfortunately, it happens from time to time that a package gets lost - but don't worry, we are always ready to help you.
If you have not received your order, please send us an email at support@camillakroeyer.dk and write your order number in the subject line.
We will then make sure to track down your package.
Should it turn out that the package is definitely lost, we will of course send you a new package.
Christmas Delivery & Returns
You can read about our Christmas Delivery & Returns here.
Deadline for ordering for Christmas Eve 2025
If you want to receive your order before Christmas Eve, you must order no later than Thursday, December 18th at 2:00 PM.
Read more about our Christmas and Delivery Returns here
Return
Advent calendar return & exchange
You must contact us at support@camillakroeyer.dk regarding the return and exchange for a gift card of this year's Advent calendar.
Adventskalender retur & ombytning
Du skal kontakte os på support@camillakroeyer.dk i forhold til returnering og ombytning mod et gavekort, af årets adventskalender.
I want the money back
Download your return label HERE
The refund will be refunded to the payment card used for the purchase. We charge a return fee of 35kr for the return label.
If you wish to send the package yourself, it should be sent to:
Camilla Krøyer Jewellery
Kompagnistræde 43, st 1208 Copenhagen K
We neither accept packages without delivery nor packages sent by cash on delivery.
FREE RETURNS if you choose a credit card
If you choose to have your return amount refunded on a credit note, it is free for you to return. You will also receive 10% on top of the value of the item. Download your Return Label HERE.
FREE REPLACEMENT
If, however, you wish to exchange the item for a different size or product, you can do so for free through our RETURN & EXCHANGE PORTAL HERE .
Unclaimed packages are sent back
If you fail to pick up a package at the parcel shop and it is returned to us, you must pay the actual costs that the shipping company charges us for the return shipment.
If you want the package sent again, you must pay a possible new delivery cost of 29 kr.
Right of withdrawal
As a consumer, you have a 30-day right of withdrawal when you shop with us.
The cancellation period expires 30 days after the day you receive your item. If you have ordered several different items in one order, but they are delivered individually, the period runs from the day you receive each individual item.
The deadline means that you have 30 days from receipt to notify us that you want to cancel your purchase. You can send an email to support@camillakroeyer.dk or use the standard cancellation form, which you will find at the bottom of the terms and conditions.
You cannot cancel your purchase by refusing to receive the item without notifying us at the same time. If you choose to do this anyway, we will charge you for the shipping.
Returns when using discount codes and campaigns
If you have used a % discount code , you will only get back the amount you have paid and not the product's original price before the % discount code.
If you have been part of an exclusive campaign such as 3for2 or 2for1 - then the entire order must be sent back if the money is to be refunded.
- With 2for1, 50% of the amount is not refunded if you send 1 product back.
Free gifts - must be sent by return if you return your order. If the gift has not been returned, the amount will not be refunded, otherwise the value of the 'Gift' will be deducted from the total amount.
If you keep parts of the order, you can still keep the gift.
Exchange
Behandlingstid på ombytning
Vi håndterer ombytninger og returpakker indenfor 2-7 hverdage.
Hvis du skal bruge den i god tid, så vil vi anbefale du lægger ordren på ny, da vi ikke kan garantere lagerbeholdning.
Free Exchange
FREE REPLACEMENT
If you want to exchange for a different size or product, you can easily do so via our Returns & Exchanges portal - and it's completely free.
How to do it:
- Go to the portal and log in with your order number and the email address you used to place the order.
- Select the piece of jewelry you want to return.
- Then select the piece of jewelry you want to exchange for.
- You will receive a GLS RETURN QR code by email. Show the code to your parcel shop - they will print and place the label on your return package for you.
Once we have received the package, we will handle the exchange based on your wishes.
Exchange of gifts
Would you like to exchange a gift for a different size or style? We offer free exchanges the first time.
How to do it:
- Find the order number and email address of the person who purchased the gift.
- Go to our Returns & Exchanges portal and log in.
- Select the piece of jewelry you want to exchange and enter the new address you would like the exchange to be sent to.
- You will receive a GLS QR code by email - show it at the parcel shop and they will print the label and put it on the package for you.
We will process the exchange within 2–7 business days after we receive your return package.
Is the item I want to exchange for cheaper?
If the jewelry you want to exchange for is cheaper than the jewelry on your original order, you can choose how the difference should be refunded - either as a credit card sent to your email or as a refund to your payment card.
The refund will be refunded to the same payment card used for the purchase.
I would like to exchange for a more expensive item?
If you want to exchange for a piece of jewelry that is more expensive than the original, you can simply select the desired piece of jewelry in our exchange portal.
Once you have confirmed your choice, in the last step you will be guided to payment, where you can use MobilePay, Visa, Mastercard, or PayPal.
As soon as we receive your return package, we will process your exchange – it typically takes 2-7 business days.
Can I use a discount code on my exchange?
If you used a discount code on your original order, the discount will automatically be applied to your exchange.
For example: If you have purchased a piece of jewelry for 199,- with a 15% discount and want to exchange it for a piece of jewelry that costs 299,-, you will also receive a 15% discount on the new piece of jewelry. You will be charged the price difference when exchanging it.
You can use a discount code on your exchange if a discount code was not used on the original order.
However, you cannot reuse a discount code that you have already used.
I have used an exchange label, but now I want the money back?
Since we have offered a free exchange in the first place, and paid for a return shipment, as well as a new shipment - your goods cannot be returned after that.
You therefore automatically cancel your right of return when you wish to make an exchange.
You do this because we have then paid the return shipping costs, as well as the new shipping cost to send you your new piece of jewelry.
Should, against all expectations, you still want your money back, despite having made an exchange - You will then be charged 2* shipping costs from the return amount.
I forgot to state what I want to exchange for?
If you have forgotten to state what you want to exchange for in the exchange portal, you can contact our customer service at: support@camillakroeyer.dk or call 71 74 51 56 , and we will note down what you want to exchange for for you.
If you have not indicated your wish before we have received your return package, we will automatically create a credit note for you instead.