FREQUENTLY ASKED QUESTIONS

  • WHEN CAN I GET HELP?

    STINE A Jewelry customer service is open from Monday to Thursday between 9:00 AM and 3:00 PM and Friday between 9:00 AM and 2.00 PM. Outside these hours you can send an email to stine@stinea.dk.

     

  • WHAT SHOULD I DO IF I CAN'T FIND A SPECIFIC ITEM/PRICE/INFORMATION ON THE WEBSITE?

    If you can't find a specific item, price, or information on the STINE A Jewelry website, you can contact customer service at stine@stinea.dk or by phone at +45 61 65 91 32 for assistance.

     

  • WHAT IS THE SHIPPING COST?

    When delivering to other countries, a fee will be added according to the shipping provider's applicable standard rates. If you are purchasing from a non-EU country, such as Norway or Switzerland, please be aware that any customs and VAT fees may be added to the shipment and collected upon receipt.

     

  • WHAT PAYMENT METHODS CAN I USE ON STINEA.DK/COM?

    Vi accepterer Dankort, Visa-Dankort, Visa, MasterCard og American Express. Du kan også betale med MobilePay eller Paypal.

     

  • IS IT SAFE TO USE MY CREDIT CARD ON STINEA.DK/COM?

    STINE A encrypts all your card information with SSL (Secure Socket Layer) for secure transactions.

     

  • WHEN WILL THEY CHARGE MY PAYMENT?

    When you place your order, the money is reserved on your account. Payment is only withdrawn when the order is shipped.

     

  • WHAT SHOULD I DO IF MY CARD IS DECLINED?

    If you encounter problems completing your payment, you can contact customer service at stine@stinea.dk or call us at +45 61 65 91 32. You can also reach out to your bank for assistance.

     

  • WHERE DO STINE A DELIVER TO?

    STINE A Jewelry delivers to most countries with a delivery time of 5-8 business days. You can contact stine@stinea.dk if you are unsure whether we deliver to your location.

     

  • WHEN DO STINE A SEND THE ITEM?

    If the item is in stock, we send it within 5-8 business days after you place your order. If you place your order before 12:00 on a business day, it will be shipped the same day. 

     

  • WHEN WILL MY SHIPMENT ARRIVE?

    If the item is in stock, you can expect to receive your order within 5-8 business days. When the package is dispatched from our warehouse, you will receive a tracking code that allows you to track your package.

     

  • IS MY SHIPMENT INSURED?

    We insure all shipments against loss and damage while in transit from STINE A Jewelry to the recipient's address. The insurance lapses as soon as the delivery is acknowledged at the agreed address. If your package is damaged upon arrival, we recommend that you make a note of receiving a damaged package when you acknowledge the delivery.

     

  • CAN I CANCEL MY PURCHASE?

    Yes, you can cancel your purchase within 14 days from receiving the item. If your purchase includes multiple items delivered in separate shipments, the right to cancel expires 30 days after the receipt of the last item. You can find more details on how to return a purchase under Claims & Returns.

  • CAN I EXCHANGE MY ITEM FOR SOMETHING ELSE?

    If the new item is cheaper, we will refund the difference to the payment card you used for the original order. If the new item is more expensive, the exchange will be treated as a cancellation of your initial purchase. The full amount will be refunded to the payment card used for the order, and you can then place a new order for the desired item.

     

  • HOW DO I RETURN MY PURCHASE?

    If you will return your purchase, you can do so as follows:

    1. Fill out the return form that came with your package and include it when you return the item.
    2. Remember to include your order number so we can locate you in our system and process the refund.
    3. You, as the customer, are responsible for the cost of the return shipment.
    4. You can find more information on how to return your purchase under Claims & Returns.
  • HOW ARE MY FUNDS REFUNDED?

    The refund will be processed to the payment card used for the order. Please note that it may take a few days before you see the funds in your account.

  • HOW DO I FILE A COMPLAINT ABOUT AN ITEM?

    In case of errors, defects, or missing deliveries, you can contact us at the following address and phone number:

     

    STINE A Jewelry

    Lygten 2C, 3rd floor

    2400 Copenhagen NV

    Email: stine@stinea.dk


    You can file a complaint about a product or service purchased from STINE A Jewelry with the Center for Dispute Resolution, Naevnenes Hus, Toldboden 2, 8800 Viborg. You can file a complaint through the Complaints Portal for Naevnenes Hus, where you can also find more information about limits, fees, and the process. If you live in another EU country, you can also file a complaint through the EU Commission's online complaint portal at: http://ec.europa.eu/consumers/odr/. When filing a complaint, please provide our email address, stine@stinea.dk.

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