Customer Care
FAQ
What is your return policy?
If you for any reason would like to return your jewellery, you can do so within 14 days of receiving your package. Simply fill out the Return Form included in your parcel and include it with your returned item.
How long time does it take until I receive my refund?
If you paid with credit card (Adyen), your refund will show at your bank account within approximately 5 - 10 business days. We will make a refund through Adyen, who will accept it and send it to your bank. How long it takes for your bank you pay out your money depends on their deliberation time. If you have not received your refund within 10 days, first contact your bank.
If you paid with PayPal, we will refund you through them. The refund usually take approximately 3- 5 business days. If you have not received your refund after 5 days, please contact customercare@marianilsdotter.com.
If you paid with Klarna Invoice, we will credit your invoice through Klarna. Your invoice will be updated within 1 business day. If your invoice have not been credited within 1 business day, please contact Klarna or customercare@marianilsdotter.com.
Can I return or exchange an item purchased online in store?
You are welcome to return your product in our flagship store at Mäster Samuelsgatan 3 in Stockholm. Your refund will be paid out through your chosen payment method and not directly in the store. Please note that exchanges cannot be processed in-store. However, you can return your online order and make a new purchase in-store.
My gold-plating has become pale, can I add a new layer?
Yes, we offer a re-plating service for gold-plated jewellery. If your piece has tarnished, we can re-plate it for a cost ranging from 300 SEK to 1,900 SEK, depending on the size of the jewellery. This process takes approximately 2-3 weeks. If you need assistance with re-plating, please contact our customer care or visit any of our stores.
Please keep in mind that gold plating is not permanent, and its lifespan can vary from person to person based on their lifestyle and care habits.
To prevent tarnishing in the future, it's important to take care of your jewellery. Gold plating is particularly sensitive to moisture, so we recommend removing your jewellery before washing your hands, showering, or swimming. Additionally, storing your pieces in a cool, dry place, preferably in a soft cloth or jewellery box, can help minimize exposure to air and humidity.
I seem to be in-between sizes, do you make half sizes?
Unfortunately, our rings do not come in half sizes, but you are welcome to resize your rings through us. To resize a ring is free of charge within 30 days of purchase upon presentation of receipt. If you are unsure of your size, please come by one of our stores or contact customercare@marianilsdotter.com for guidance.
My jewellery has been damaged, what do I do?
We have a 3-year right of complaint for our products and if your jewellery has been damaged, we always strive to fix it. To make sure that your jewellery is fixed properly, we always want to have a look at it first so we can find the source of the fault. Please come by one of our stores or contact us at customercare@marianilsdotter.com.
I have lost my return label, how do I get a new one?
Feel free to email us at customercare@marianilsdotter.com and we will send you a new one.