Returns

OMILOU offers a 30-day return/right of withdrawal policy from the date you receive your item. Please note that sale items have a 14-day return policy. Returns should be sent to the following address:
OMILOU, Bjarkesvej 4, 3370 Melby.
You are responsible for covering the return shipping costs.

If you return an item, it must be in the same condition as when you received it, with the label attached and packed in the accompanying jewelry box. In addition to the item, which must be securely packaged, please include a copy of the invoice.

HOW TO RETURN AN ITEM:

1. Pack the jewelry securely to ensure it is returned in the same condition as when you received it.

2. Include your invoice/packing slip in the package.

3. Drop off the package for shipping.

4. Keep a receipt for the shipment from the service you used to send the return. This receipt serves as proof of your return.

Please note: We do not accept return packages sent to a parcel locker/shop or sent cash on delivery. Returns must be sent directly to the door (business delivery is recommended, as it allows you to track the package and ensures protection in case the package is lost in transit).

GIFTS WITH CAMPAIGNS
We occasionally run campaigns where gifts are included with purchases. If you decide to return your order, the gift must also be returned. If not, the value of the gift will be deducted from your refund.

REFUND POLICY
If you paid with a credit card, the amount will be refunded to the same card used for your purchase within a few days. If you exercise the right of return/withdrawal, you will receive your refund as soon as we have received the item and had the opportunity to inspect it.

EXCHANGES
We do not offer exchanges. If you want a different item, such as a different ring size, color, or design, you must return the original item and place a new order for the desired item. Return shipping costs are your responsibility.

DAMAGES / ISSUES DURING DELIVERY
If you receive a package that shows signs of damage, or if the jewelry inside is damaged during shipping, take a photo of the package/packaging and the damaged jewelry. Send these photos, along with a description of the issue, to omilou@omilou.com.

Shipping carriers are entitled to request physical evidence of the damage for up to two months, even after the case has been resolved with us. Therefore, please keep the damaged packaging until the matter is fully resolved.

COMPLAINTS
Faults and defects must be reported within a reasonable time. Under the Danish Sale of Goods Act (§ 83, section 1), the right to file a complaint expires two years after receiving the item, unless otherwise agreed.

If your jewelry has a fault or defect, please contact OMILOU as soon as possible at omilou@omilou.com. Include a clear photo of the issue, a description of the defect, and your order number. In some cases, it may be necessary to return the item for inspection. You will not be responsible for shipping costs in such cases.

GUIDELINES FOR COMPLAINTS
OMILOU offers a 2-year warranty on all jewelry. We distinguish between production defects, wear and tear, improper use, and natural skin acidity. Production defects are faults caused during the manufacturing process. We will always replace jewelry with production defects. If you are unsure whether your issue qualifies, please contact us.

Wear and tear: Normal use over time causes wear, which is not covered by the warranty. For example, gold plating or rhodium coatings may fade over time. Items with such wear cannot be replaced.

Improper use: Damage caused by misuse or mishandling is not covered. For example, discoloration caused by exposure to moisture, creams, soaps, hairspray, or cleaning agents will not qualify for a complaint. Jewelry should be stored in closed bags or jewelry boxes when not in use to preserve their appearance. Discolored jewelry due to improper storage or handling will not be approved for complaints.

Natural skin acidity: This may cause discoloration (e.g., earrings turning black). This is due to the natural acidity of your skin and is not considered a defect. You can clean such discoloration with a dry cloth or jewelry cleaner. This does not harm the jewelry, and they remain safe to use.

For more details on how to care for your jewelry, please refer to our jewelry care guide.