FAQ

How can I cancel or change my order?

We wish to pack and ship your order as fast as possible and therefore, we are often not able to cancel an order. If you do wish to cancel an order, please reach out to our customer service team at kundeservice@maanesten.com and they will do their best to make it possible. 

 

 

When is my order shipped?

All orders placed before 12.00 o’clock is normally processed the same day. In busy periods your order will be processed with 1-3 work days, from the time you place the order. You can see the page Delivery for further information.

 

 

I haven’t received my order, what do I do?

If you haven’t received your order within the estimated time of delivery, you should contact us at maanesten@maanesten.com. We will help find the package for you. You can see the page Delivery for further information about the estimated time of delivery.

 

 

I have received the wrong product, what do I do?

If you have received a wrong or incomplete product, you should contact us at maanesten@maanesten.com so we can correct the mistake.

 

 

How can I exchange/return my product?

For us, it is important you have a delightful experience shopping at us. Therefore, all items bought on the webshop can be exchanged and returned in our physical stores. If you wish to return, the money will be transferred to the original card used for the transaction. Orders that are paid with a giftcard or voucher will be returned on one of these. If you are not able to return the item in our physical stores, you can send it to: Maanesten AS, Købmagergade 62, 3., 1150 København K, Denmark. Remember to include your return note. Maanesten is not responsible for the shipping cost of returned goods. We recommend you send the package with insurance, in the case of a lost package. Maanesten is not responsible for lost packages send to us.

 

 

How will I know if Maanesten has received my returned items?

You will receive an email saying we have received your package and returned the money or send you a new item. Remember to save your receipt from the shipping, until you hear from us. Maanesten is not responsible for lost packages. Please note it can take up to 10 days from we receive your package.

 

 

When will I receive my refund?

When we have received and assessed that the item has not been used, we will transfer the purchased amount to your account. The amount will be available on your card within 10 working days, depending on your bank or credit card issuer. We refund the amount to the credit card originally used for the purchase.

 

 

Should I pay for shipping?

Yes. Shipping is at your own cost, both when you purchase and return an item. We offer free delivery on all orders above 65€ inside of EU. You can find more details about the shipping cost on the page Delivery.

 

 

Does Maanesten ship to my country?

Yes. We deliver worldwide. However, you should be aware of national custom and VAT rules, as Maanesten will not cover this.

 

 

Which payment methods can be used at Maanestens webshop?

We accept Dankort, Visa, Mastercard, Maestro, Visa Electron, American Express, JCB and Diners Club.

 

Which materials are Maanestens jewelry made of?

All our jewelry are made of either 925 sterling silver, 925 sterling silver plated with 18 carat of gold or 18 carat yellow- or white gold. On the specific product on the webpage, you can see the specific details about the material. Maanesten is acknowledged by the Danish Ædelmetalkontrollen.

 

 

Can my goldplated jewelry withstand water?

We recommend all our jewelry plated with 18 carat of gold is not in contact with water. When a jewelry is gold plated, the material underneath, in this case 925 Sterling Silver, will in time show. The jewelry is not directly damaged when in contact with water, but will wear out easier and become silver. All our goldplated jewelry is plated three times with gold.

 

I think there is a complaint on my item, what do I do?

Maanesten always have 2 year of warranty on all items purchased at us. The warrant includes production errors that you are not responsible for yourself. If you believe you have received a product with a complaint, it is important you contact us as soon as possible, so we can correct the mistake. This can either happen in one of our shops where you bring the product og by shipping it to: Købmagergade 62, 3., 1150 København K.