FAQ
Payment
When is my payment withdrawn
When you place an order, your payment card will be validated and you will then receive an email confirming receipt of your order. Payment is not made until we have shipped your order from our warehouse. If your card is not accepted, the payment will not go through and you will be notified immediately that the payment failed. Note that some card issuers will hold the money for the corresponding purchase amount even if the payment is unauthorized, it means you will not be able to access the money for a short time. When an item is out of stock, some card issuers will hold the money according to the requested purchase amount, so you have no way of accessing the money for a short period of time. Depending on the card issuer, the amount can be reserved for up to 30 days. Orders that were paid for by gift card or voucher / discount code will be paid out using these when returned.
Delivery
How long is the delivery
We start packing your order as soon as we receive your order. The delivery time is 1-2 working days for all packages within DK
I see that a certain item is on backorder - when can it be delivered?
You are welcome to email our customer service kundeservice@bychristina.com or call +45 70270044 where we will provide you with a time horizon for delivery.
Which shipping methods can I choose?
We ship with GLS. You can choose whether you want to pick up your parcel from the nearest parcel shop - privately at home or at work. The delivery time is 1-2 working days.
Can I change the shipping method?
Once you have received your invoice by email, it is not possible to cancel or change your order.
Where does Underberg Jewelry deliver?
Christina delivers free of charge to all addresses in Denmark.
Can I track my order?
When your package has been dispatched by us, you will receive an email from GLS with your tracking number. However, it may take a few hours before you can track your package. It must first be registered with GLS.
I haven't received my package, what can I do?
If you have not received your package within the specified delivery time, please contact us at kundeservice@bychristina.com. Then we will be happy to help you find your package.
Can I cancel my order?
No. In order to deliver your order as quickly as possible, we will start the processes immediately after placing the order. If you no longer want to recieve your parcel, you must return your package to us upon receipt.
Can I change an order after it has been placed?
No, unfortunately not. In our endeavor to ensure the fastest possible delivery, the processes are started immediately with the order. This means that we cannot change any information or products once you have placed your order.
Returns and Exchanges
Can I return an item purchased online to a physical store?
No, it is not possible to exchange / return an item purchased on www.underberg-jewelry.com in a physical store. They must be returned to Underberg Jewelry headquarters using the returm form from your parcel.
Can I exchange an item for a different size?
If you wish to exchange an item for a different size, you must place a new order and return the item(s) you wish to exchange. The item will be returned in its original packaging. If you need any help, please feel free to contact customer service at +45 70270044.
I want to return my online order, but I don't want to use your return. Is that okay?
We recommend that you use the GLS return label that we sent you with your invoice. If you are returning an item without taking advantage of our returns agreement, you will be responsible if your package is lost or damaged before it reaches us. Your package must be sent to the following address: CHRISTINA - Cypresvej 8-10- 7400 Herning, Denmark
My jewelry was received but it is damaged/defective. What should I do?
Please contact our customer service as soon as possible within 14 days on telephone number +45 70270044 (Monday - Friday from 8 a.m. to 2 p.m.) or send us an email to kundeservice@bychristina.com
I received the wrong item / or an item is missing. What should I do?
Please contact our customer service as soon as possible within 14 days on telephone number +45 70270044 (Monday - Friday from 8 a.m. to 2 p.m.) or send us an email to kundeservice@bychristina.com
I haven't received my order, what should I do?
If you have not received your order within the delivery time specified by us, please contact our customer service on telephone number +45 70270044 (Monday - Friday from 8 a.m. to 2 p.m.) or send us an email to kundeservice@bychristina.com and we immediately fix the error.
The price of the item I purchased has changed since I received it. Can I get a refund?
Our prices are subject to change in accordance with trends, stock levels and demand from our customers. Therefore we cannot make a refund. According to the law in Denmark you have the right to cancel your purchase and get a full refund. We offer this within 30 days of receipt of the order.
How long will it take to get my refund?
When we receive your return package we will process your refund and you will receive an email notifying you that the return has been approved. You will hear from us within 2-5 business days from the day we received your returned item. Please note that depending on your bank, it can take up to 10 days to receive your refund. We will refund the credit card used for the original purchase.
How do I know that CHRISTINA has received my returned package?
You will receive an email notifying you that the item has been received and the money has been refunded. Be sure to keep your delivery note.