Return

Return policy

There is a 30-day full right of return on items purchased in our webshop.
The period is counted from that day;
- Where you receive the order.
- Receives physical possession of the last item when it concerns an agreement for several different items, ordered in one order, but delivered individually or in several installments.
- Receives the last batch or last part in physical possession when it comes to an agreement for the delivery of goods consisting of several batches/parts.
- The first item in physical possession when it comes to regular delivery of goods over a specific period.

Can the return period be extended if it is a gift?
Yes, it is possible to extend the right of exchange to 30 days after the gift is to be given, you simply need to write in the comments field when the gift is to be given away.

You must bear the return costs yourself.

Cancellation must be notified to us no later than 30 days after purchase and you must return the shipment no later than 30 days after cancellation. The notification must be given by email at butik@viclara.dk. In the notification, you must clearly indicate that you wish to exercise your right of cancellation. If you wish to return the item to us, you must fill out the enclosed Return Form and send the item to:
Viclara Jewelry & Watches
Noergade 6
7500 Holstebro

You cannot cancel by simply refusing to receive the goods without clearly notifying us of this.

Goods excluded from the right of withdrawal

The following types of goods are not included in the right of withdrawal:
- Goods that are manufactured to the consumer's specifications or have been given a clearly personal touch.
- Goods where the seal is broken, when the goods are not suitable for return for hygiene reasons.

Return

You must return your order without undue delay and no later than 14 days after you have exercised your right of withdrawal. You must bear the direct costs of returning the goods. When returning, you are responsible for ensuring that the goods are properly packaged. You must include a copy of the order confirmation in the package. The process will be faster if you also complete and enclose our Withdrawal Form.
You bear the risk of the goods from the time of delivery until we have received them back.
We do not accept packages sent by cash on delivery.

Certain items cannot be returned by regular mail. This applies, for example, to very large items or large orders. The cost of returning these items is expected to be a maximum of DKK 195.

Condition of the item upon return

You are only liable for any deterioration in the value of the goods caused by handling other than what is necessary to establish the nature, characteristics and functioning of the goods. In other words, you can try the goods as if you were trying them on in a physical store.

If the item has been tested beyond what is described above, it is considered used. This means that if you cancel the purchase, you will only receive a part or none of the purchase price back, depending on the commercial value of the item at the time of receipt - of the return. In order to receive the full purchase price back, you must therefore test the item without actually using it.

Refund

If you regret your purchase, you will of course receive a refund of the amount you have paid to us.
In the event of a decrease in value for which you are liable, this will be deducted from the purchase price.
If you exercise your right of withdrawal, we will reimburse all payments received from you, including delivery costs (except for additional costs resulting from your choice of a type of delivery other than the cheapest type of standard delivery offered by us), without undue delay and no later than 14 days from the date on which we are informed of your decision to exercise your right of withdrawal. Reimbursement will be made using the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise.
We may withhold the refund until we have received the returned item, unless you send documentation that the item has been returned.

Complaints options

A complaint about a product or service can be submitted to the Center for Complaints Resolution, Nævnenes Hus, Toldboden 2, 8800 Viborg.
You can complain to the Center for Complaints Resolution via the Complaints Portal for the House of Appeals.
Link: Complaints portal for the House of Appeals

If you are a consumer residing in another EU country, you can file your complaint in the EU Commission's online complaint platform.
The platform can be found here: https://ec.europa.eu/consumers/odr/
If you file a complaint here, you must provide our email address: butik@viclara.dk

In order to file a complaint, the product or service you want to complain about must have cost at least DKK 1,110 and a maximum of DKK 100,000. For complaints about clothing and shoes, however, the price must have been at least DKK 720. There is a fee to have the complaint processed.

Standard cancellation form

(This form is only completed and returned if the right of withdrawal is exercised)

To:

Viclara Jewelry & Watches

Noerregade 6

7500 Holstebro

Butik@viclara.dk

I hereby declare that I wish to exercise my right of withdrawal in connection with my purchase agreement for the following goods/services:

_____________________________________________________________________________

Ordered it: _______________________________

Received on: _______________________________

Consumer's name: ______________________________________________________________________

Consumer's address: ___________________________________________________________________

Consumer's signature: _________________________________________

Date: _________________

(only if the form content is communicated on paper)

(Terms of Sale last updated on 29/08/2023)