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Terms & conditions

 

Payment

Urgency fee

Exchange and Refund

Purchasing jewelry from abroad

Shipping

Complaints

Certifikate

Repair

Using your gems in jewellery designed by us

Engraving

 

 

Payment

All orders require a deposit of 50% when ordering. You will receive a copy of the order form together with the receipt of your deposit.
We create what is noted on the order form, which is why you are responsible to make sure that it is correct and contact us as soon as possible if you discover an error or omission.
The remaining payment is due upon collecting the jewelry.

Urgency fee

The average production time is 4 weeks, 6 weeks for wedding rings. In case you need the piece of jewellery faster than that, we attach an urgency fee:

• Below 5,000 DKK - 500 DKK
• Below 10,000 DKK - 1.000 DKK
• Above 10,000 DKK - 20%

This fee is due to the fact that we might have to pull in extra staff in order to accommodate an extra task.


Exchange and Refund

All purchases can be swapped to another piece of jewellery or a gift certificate within 14 days of the purchase. Christmas gifts can be exchanged until January 31.
We do not give money back, but offer a gift certificate instead, which can be used in order to have a pice of jewellery designed, which suits your taste.
Personalized jewelry CAN be returned, but only the material value is refunded in the shape of a gift certificate (typically about 1/3 of the price of the piece). If we believe that it will be easy to sell the returned piece of jewelry, we give the entire amount back in the shape of a gift certificate.
Gift vouchers cannot be exchanged for cash.
Gift certificates are valid for 3 years from the date of issue. If you choose to swap your jewelry, it must be absolutely unused to look at. In other words - you can of course try it on in the same way as you would in our physical shop. If the jewelry is however marked by use, you can only swap the jewelry to its material value. Note: When you try on our jewelry, please avoid contact with perfume or lotion which may leave a scent or marks on the jewelery. In this case, it will be deemed to have been "used."

Purchasing jewelry from abroad

Castens creates many pieces of jewelry for customers worldwide. The prices on this website are in Danish kroner and include 25% VAT. If you buy jewelry from a country outside the EU, we will deduce the VAT. If you order from a country outside the EU, you might have to pay local taxes and duties which we can not be held responsible for. If this is the case you will be contacted by carrier. Be aware that this may delay the shipment because the goods are held in customs. In this case it is your responsibility to contact the shipping company and pay the extra fees.

At Castens you can pay with debit cards such as VISA / Dankort, EURO / MASTERCARD and VISA / Electron as well as bank transfer. We reserve the right to price changes as a result of change in the VAT, increase of statutory fees or increasing silver, gold and diamond prices. Furthermore, we take reservations about misprint, inventory errors, price changes and availability.

Shipping

Castens will happy send jewelry to Denmark and the rest of the world. We send all jewelery by parcel post or registered post, making it possible to track the package, if problems should occur. The goods are insured during shipment: Should the package be damaged upon receipt, please take a picture of it before you open it to check whether its contents are also damaged. If so, you should please report immediately or within 2 days of receipt to the carrier and us and the return the piece of jewellery to us. Castens is not responsible for goods damaged in transit. We always pack the goods with utmost care, reducing the risk of cargo damage as much as in any ways possible.
All jewelry comes in a beautiful box with gold print at no extra cost.

We cooperate both with PostNord (in Denmark) and FedEx (the rest of the world) to send your personal, handmade jewelry to you.

 
Complaints

All pieces are covered by the Danish Purchase Act and comes with a 24 month warranty. The warranty means that you as a customer can complain about deficiencies of the product which after the purchase and within 24 months. In this case you can either get the jewelry repaired, exchanged for a gift certificate, or reduction in price, depending on the specific situation.
The warranty does not cover when flaws or damages are the result of misuse, lack of maintenance or normal wear. For complaints, errors or omissions please contact us by telephone +45 32 20 04 44 or email: design@castens.com
Castens covers the reasonable freight costs which may occur in connection with a complaint.

Certifikate

When purchasing jewellery with diamonds of minimum  0,05 ct or especially valuable gems, you will receive a certificate with your purchase. This certificate states, that we trust our providers and therefore guarantee the authenticity and quality of said gems. The certificate is NOT the same as an authorized certificate by for instance GIA. These certificates usually come along with diamonds above 0,5 ct, free of charge. If you would like a authorized certificate for your gems, we will happily provide it. The price of said certificate (1.000 DKK) will be added to the price of the purchase.

Repair

The workshop accepts no responsibility for your own gems damaged during the repair. If a gemstone is damaged, we will of course do our best to find a suitable replacement, which will be added to the final bill, together with the price of the additional setting work. Should this happen, we will always first inform you that it will be necessary to find a replacement, allowing you to select another alternative, should you desire so.


Using your own gems in jewellery designed by us

We happily recycle the gems from your old jewelry - or loose gems which you provide yourself. However, the workshop accepts no responsibility for your own gems damaged while being set. A gemstone which has been used may have hidden flaws and cracks, which might cause the gem to be fractured during the setting process. If this happens, we will of course do our best to find a suitable replacement, which will be added to the final bill. Should this happen, we will always first inform you about the necessity of finding a replacement, allowing you to select another alternative, should you desire so.

You also have the option to have the gems insured, in which case we of cause pay for a replacement.
 

Insurance prices per gem set by us:

0,01 - 0,04 = 25,- DKK
0,05 - 0,09 = 40,- DKK
0,10 - 0,14 = 100,- DKK
0,15 - 0,19 = 180,- DKK
0,20 - 0,29 = 300,- DKK
0,30 - 0,49 = 800,- DKK
0,50 - 0,99 = 1900,- DKK
Gems above 1 carat cannot be insured

  

Engraving

The workshop can engrave your ring, if it has a straight ring shank. In that cas it costs 100 DKK. If the ring has a curved design or you just prefer the more personalized and beautiful look of a hand engraving, prices are as follows:

Initial payment: 350 DKK including the first 3 signs. Hereafter 20 DKK per sign.

Be aware, that there is a limit as to how much can be engraved in a ring. A ladies ring can usually hold 15 letters - more if the size is a bit larger. A mans ring can usually hold more.