FAQs

Frequently Asked Questions

Has my order been shipped?

As soon as your order is placed, you will receive an automated email confirming that your order is being processed. You will then receive another email once the package has been shipped, including a tracking number so you can track your package. It may take up to 36 hours before your order can be tracked.

I have received a defective item 

Mads Heindorf Jewellery is committed to the highest quality. However, should our quality control team have overlooked a defect, we will, of course, ensure that it is corrected. To ensure prompt service, we recommend sending a photo of the defect via email to kundeservice@madsheindorf.dk, along with your order number and a brief description of the issue. 

Alternatively, please send the item along with the enclosed return form and a description of the defect to the repair shop: Mads Heindorf, Gothersgade 105, 1123 Copenhagen K. We will get back to you with a solution as soon as possible. 

We recommend sending the package via Post Danmark and packing everything securely and discreetly.

I received the wrong item/size

Please return the item to the workshop, and we will send you the correct one. You will not be charged any additional fees for this, and we will reimburse you for any return shipping costs you may have incurred. Please remember to keep a copy of your receipt from the post office, and please send us a copy of the invoice so we can refund the correct amount.

We recommend sending the package via Post Danmark and packing everything securely and discreetly.

I have received a partial order

We can ship your order in full or in parts if an item is backordered, so you can receive your other items sooner. We will notify you of this via email along with an estimated delivery date for the remaining items. 

Returns - How do I return an item?

We offer a simple and hassle-free return policy. You always have a 14-day right to return your orders from the day you receive them, provided the item is unused. The item must be returned in its original, undamaged packaging. Please fill out the enclosed return form and send it along with the item to: Mads Heindorf, Gothersgade 105, 1123 Copenhagen K.

We recommend sending the package via Post Danmark and packing everything securely and discreetly.

How will you repay my outstanding balance?  

As soon as we have received your package and processed it—please allow up to 5 business days for processing—your money will be refunded to the same card you used online. This is to prevent the fraudulent use of stolen payment cards. Please keep your postal receipt, as it is the only proof you have that the item has been shipped.

How do I fill out a return form?

Please fill out the enclosed return form by checking the boxes next to the items and providing a reason for the return.

Hvordan bytter jeg mine varer til noget andet ?     

We’re happy to exchange items for a different style, size, or color. Please send an email to kundeservice@madsheindorf.dk, and we’ll find a solution.

Price changes

All prices include 25% Danish VAT.

We reserve the right to adjust prices at any time. 

VAT-free purchases – forcustomers who do not reside inthe EU

We offer tax-free purchases on orders from non-EU countries. Prices do not include shipping

There may be local taxes and fees in the country where you live. However, this has nothing to do with Mads Heindorf Jewellery.

If you have any other questions, please contact customer service at:

• Phone: 2020 2191

• Email: kundeservice@madsheindorf.dk