Refund policy

General information:
The following terms and conditions shall apply to all contracts between you and longvé regarding ordered products and delivery in longvé online shop

This website is provided by:
longvé Aps 43220195
Bredgade 20, 2
1260 København K

If you experience problems with your order or the general use of, please do not hesitate to us at If you have trouble understanding parts of the Terms and Conditions, we recommend that you contact Customer Service before you start shopping on

Important information
These terms and conditions apply when you order or buy products from this website. The Terms and Conditions may be updated from time to time (for example to reflect changes in technology, our business model, our system capacity, or relevant laws and regulations), and we, therefore, ask you to accept the Terms and Conditions every time you shop with us. Any reference to \"you\" or \"your\" means you as a user of this website, any reference to \"we\", \"us\" or \"our\" means longvé Aps.

If you do not accept these Terms and Conditions, you cannot order or purchase products on You have the right to withdraw from this contract without giving any reason within 14 days after the date on which you or a third party other than the carrier and indicated by you acquires physical possession of the products. The rules on lack of compliance in the Danish Sale of Goods Act apply to your purchase, which means that you have certain statutory warranties for the products' conformity with the contract. Read more under \"Non-conforming products and incorrect products\".

The online shop is open 24 hours a day but may be closed due to maintenance services. To the extent possible, we try to perform such maintenance services during the night Central European Time. An order placed on a Danish public holiday or during the weekend will be processed on the following business day. You can place an order by carrying out the following steps:

1. Select product(s) and “Add to cart”.
2. Select “View and edit cart” to see detailed information about the products and to change quantities or add extra services.
3. Login or enter personal information, and choose your shipping method and your preferred payment method. Before paying you must read and agree to our Terms and Conditions by ticking the box.
4. Enter relevant payment method details to secure your order.

After placing your order, you will receive an order confirmation email from longvé which confirms the order and contains order details. This email does not constitute the acceptance of the offer.

We accept the offer either by shipping the products to the address provided by you or by confirming the shipping by an email containing a tracking link. The contract has not been concluded before we have accepted the offer. The payment will be collected after the order has been shipped.

We can only process your order if the delivery address is a residential address or a business address in one of the countries under \"Delivery\". Please note that we do not deliver to PO boxes.

Among other things, we reserve the right to cancel the contract of purchase in one of the following situations, without being liable for compensation or other costs:
1. Your payment details are incorrect or cannot be verified
2. Your order is placed with the purpose of committing fraud etc. or placed in connection with a criminal offence or other unlawful activities
3. There is an inadvertent error on this website, such as a payment error or other issues.

Before submitting the order, you have the option of changing the information that you have provided including payment information or delivery and billing information. When you click \"Place order\" and the receipt appears on your screen, you are bound by the contract of purchase. If you experience any problems or made a mistake while placing your, please contact our customer service at

Your order has been confirmed when you receive a confirmation email from longvé. After the conclusion of the contract, the provisions on withdrawal apply, see below.

Language of the Contract
This Contract may only be concluded in English.

Access to the Contract
You will receive a confirmation of the content of the contract and a copy of these Terms and Conditions by email. We store concluded contracts, including the order confirmation, for a reasonable amount of time, and we recommend that you save these documents as well; they may not necessarily be available on this website subsequently. Please read more under \"Order tracking and view history\".

Measures against fraud

In order to protect you and our other customers from fraud and maintain a high level of security for online purchases, we may carry out verification checks. The verification check may comprise the data that you send when ordering, including your address and payment information.

Digital gift cards
Digital gift cards can only be redeemed in the same currency as they are purchased. They are valid for 5 years after purchase and are only applicable on The card can be used as often as the holder desires until the total amount is reached. After the expiry of the validity period, the card cannot be renewed or used for the purchase of goods. Any remaining amount on the card at the expiry date can be refunded if the cardholder requests so within a period of one year after the expiration date. Reach out to if you wish to do so. Repayment of returned goods purchased with a gift card can only be done by adding the returned amount back to the remaining balance of the gift card. If the card no longer exists when returning the goods, the price of such a product will instead be refunded by issuing a new gift card. It is not possible to get the returned amount issued to any credit card or PayPal.

Delivery, shipping and prices

All the listed prices for products, delivery costs and other costs include taxes and value added taxes. Costs relating to delivery, freight or postage may vary and are added to each order.

Shipping time is 2-5 days* and we deliver to the following countries with GLS and DHL:
  • Belgium
  • Czech Republic
  • Denmark
  • Estonia
  • Faroe Islands
  • France
  • Germany
  • Italy
  • Netherlands
  • Luxembourg
  • Poland
  • Sweden
*Production time on orders that include made-to-order products is estimated at 3-6 weeks. Shipping time is not included in the estimated 3-6 weeks.

The shipping cost depends on your location:
1. Denmark: Free delivery and free return.
2. Outside Denmark: 10 EUR and free shipping on orders above 300 EUR.

We will not be held responsible for any delay or failure to comply with its obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control such as if a package is lost by one of our carriers. This condition does not affect your statutory rights. We take every care to protect your products during transit. However, should any damage have occurred before you receive the products, please contact our customer service to arrange a replacement of the damaged pieces. If the products have been damaged during transit, please return the jewellery and we will exchange the damaged pieces. If the package appears to be damaged or ripped open, you should refuse to receive the products. If you wish to complain about any lack of conformity, you are required to give notice to us. Please read more under \"Non-conforming products and incorrect products\".

If you do not pick up the parcel or take any action regarding the delivery and the parcel is shipped back to us, we will charge a fee of €60/450 DKK. If the package is not picked up and any kind off fee is added, you are responsible for the extra cost and will be charged all costs and expenses associated with the return shipment. This includes freight charges, any extra payments, duties, taxes, levies, fees for Link Logistics a/s prepayments, return charges, any additional fees, etc.

We reserve the right to change the prices and are subject to any printing errors, sold items and price changes.

The prices on the website are shown in the currency applicable to your country. If you wish to change your country selection, you can do so in the bottom left corner of the website. Your delivery address determines the applicable currency. Please note that a change of country of delivery may influence the price and delivery cost.

You can pay in the following currencies:
1. DKK
2. SEK
3. EUR

Order tracking
When you place an order on our website, you will receive a tracking number and link in a separate email to track your order via one of our courier’s websites.

Terms of return
You have the right to return your order within 30 days from the date you receive your items. Please note that we do not cover the cost of returns unless they are due to a fault of ours or a claim. Please contact customer care before returning faulty or wrong pieces. Please note that it is not possible to return longvé items to PO boxes.

Follow the procedure below if you wish to return/exchange an order:
1. Pack your order confirmation with the products you are returning
2. Make sure to pack the jewellery safely and in its original box and packaging.
3. Return the products to:
Bredgade 20, 2
1260 København K

You must return the items directly to longvé.
Within Denmark, we offer free return. For customers outside Denmark, you will be responsible for any cost related to returning the products bought on www.longvé.com. 
As a rule, products should be returned in their original packaging and for hygiene reasons, earrings for pierced ears may not be tried on. They are to be unused other than for trying them on. Please note, upon assessment of your returned item, a discretionary re-polishing fee of 400DKK/54EUR may be incurred. If there is evidence that suggests that the jewellery has been used to a degree that decreases the value of the product, you will lose your right to return the product. If the jewellery arrives at us broken, the right of return waives. We will not bear the direct costs of returning the products unless the return is a result of our error. In that case please contact customer service who will provide you with a shipping label, which will cover the costs associated with returning the products to us. Our return policy does not affect your statutory rights.

Kindly note, we cannot accept returns on customised pieces engraved by your instruction, set with a specific stone sourced for you, or produced in a non-standard length or finish.
All pieces must be returned with the original branded box, where provided, as well as any included documentation, and placed inside a protective outer box for shipping.


Refunds are returned to the original method of payment.

To prevent fraud, we are only able to refund the amount to the credit card that was used to place the order. We are entitled to retain the refund until we have received the items or proof of return of the items has been presented to us whichever is the earlier. All sales taxes will be refunded to customers within the EU.

Right to claim compensation
If your jewellery breaks due to a production error, you have the right to claim compensation within 2 years from the date you purchased your products. This will, however, only apply if you can provide valid proof of the date of purchase. If you can provide such proof, you will receive a new piece or have it repaired by us free of charge. Please contact our customer service via email stating your order number, description and photo of the damage. If the damage is caused by your own fault, you should bring your jewellery to your local goldsmith for repair. We reserve the right to decline unreasonable repairs, returns and exchanges. If you have questions concerning repairs, please reach out to customer service and we will do our best to help you. All sales are final.

We accept the following means of payment:
1. Dankort
2. VisaCard
3. MasterCard
4. MobilePay
5. ApplePay
4. American Express
5. Discover
6. GooglePay
We do not accept other methods of payment.

CVV (Credit Card Verification Number)
If you choose to pay by credit card, you will be asked to enter the card's security code. You will find the three-digit security code on the back of your credit card, usually on the right side of the credit/debit card's back. The security code is necessary for the payment to be processed and for maintaining a high level of security. There may also be other similar safeguards.

Payment procedure
Once your order leaves our warehouse, your payment will be debited on the selected payment service. In some cases, we might reserve the order amount from your money account, but if the order is to be cancelled, your money will be released back to you.

Non-conforming products and incorrect products
If your products are non-conforming or we have delivered the incorrect products, please contact our customer service. You are not responsible for costs associated with the return of non-conforming or incorrect products. If you notice the non-conformity or we have delivered incorrect products at the time of delivery, you should refuse to receive the products.

When contacting customer service, you will be asked to provide the order number, and to describe what is wrong with the products including a picture.

Other matters
Retention of title. We retain title to the products until receipt of all payments in full.

Copyright and use of the website

After the purchase, we are still the owner of all intellectual property rights, particularly design rights and copyrights, concerning our products. You are not entitled to extract and/or reutilize the contents of the website, e.g. through the use of data mining, robots, or similar data gathering and extraction tools. You must not use the website in any way that causes, or is likely to cause, the website or access to it to be interrupted, damaged or impaired.

Updating this website
We do our best to update our website and to ensure that prices, offers, descriptions and other information concerning the products are correct. Typographical errors and errors in prices, offers, descriptions and other information concerning the products may occur.

Force Majeure
We are not responsible for delays or failure to meet our obligations in relation to these terms and conditions if the delay or the non-compliance is due to events beyond our control.

The completeness of the contract
These Terms and Conditions constitute the complete terms of the contract between us.

If one or more of the provisions in the Terms and Conditions are declared fully or partially invalid, the remaining provisions still apply.

We are entitled to assign our rights and obligations under the contract with you to third parties. The standard of the service you receive will not be impaired by the assignment. We will notify you of such a possible assignment. By accepting these Terms and Conditions you consent to any such future assignment. At the same time, you agree that from the time when we have given you notification of the assignment, your rights may be claimed only against the third party in question.

Privacy Policy and data protection
We treat your personal data confidentially. Please read our Privacy Policy that explains how we use the personal data that you provide in connection with the ordering procedure, and your use of this website in general.

Right to complain
In case you wish to complain about products purchased from us, please contact our customer service at You may also submit a complaint about products purchased from us to the Danish Dispute Resolution Institute, Carl Jacobsens Vej 35, 2500 Valby, Denmark. It is also possible to submit a complaint online via
You may also use the European Commission online complaints register when submitting your complaint. This is particularly relevant if you are a consumer residing in another EU country. You may submit the complaint by using the following link: n
When submitting the complaint, you must state our email address:

In case we cannot reach a settlement through the Danish Dispute Resolution Institute, you will have access to submit a complaint to the Consumer Complaints Board using this link:

Choice of law and jurisdiction
Any contracts concluded between us using these Terms and Conditions are governed by Danish law. Any dispute which may arise in connection with our contract, including its existence or validity, must be brought before a competent court in Denmark. As a consumer, you may bring proceedings against us in the courts for the place where you are domiciled.

If you can’t find the answer that you are looking for, please reach out to us:
Email us: