Terms and conditions

Terms and conditions - Castens

These terms and conditions apply to purchases made from Castens, including purchases made via our website as well as purchases made in the physical store, unless specifically stated otherwise in the individual provisions.

General Information:

Karin Castens v. Castens
Holbergsgade 19, ground floor, apartment a,
1057 Copenhagen K, Denmark
Denmark

Telephone: +45 32 20 04 44
Mobile: +45 42 33 59 99
E-mail: design@vi.com

Company Registration Number: 27 32 57 77

Order

When you place an order for https://castens.com You will receive an order confirmation by email.

The order confirmation is a receipt of your order. The agreement is only binding when We have accepted the order, or the item has been dispatched.

We can refuse or cancel an order, in whole or in part, in the event of obvious pricing errors, technical errors, sold-out items, or significant delivery failures from suppliers.

Prices

All prices are stated in Danish Kroner (DKK). The total price, including any VAT and delivery costs, will be shown during the ordering process, before the purchase is completed.

We reserve the right to change prices without prior notice and are subject to printing errors, tax changes, and sold-out items.

Payment options

We accept payment by bank transfer, cash, Visa, Mastercard, MobilePay, and PayPal.

Payment is processed via our chosen payment solution.

When purchasing via our website, the amount is reserved at the time of ordering and will only be debited once the item has been dispatched. When ordering in our physical shop, a deposit of 50% of the agreed price will usually be charged at the time of ordering, whilst the remaining balance is due for payment upon collection or dispatch.

When paying with international payment cards, the amount may be reserved in your account for a period according to the rules of your card issuer. If you have questions about the duration of the reservation, we recommend that you contact your bank or card issuer.

The total price, including any VAT and delivery costs, will be shown during the ordering process, before the purchase is completed.

Delivery

We deliver in Denmark, the EU and to selected countries outside the EU.

Orders are generally sent with GLS within Denmark and, where possible, to neighbouring countries. Deliveries to other international destinations are sent with FedEx.

The delivery options and delivery costs applicable to each order are shown during the ordering process, before the purchase is completed.

Items are normally delivered within 1–3 working days from dispatch. As our jewellery is primarily made to order, the estimated production time is normally at least 6 weeks. For wedding rings and larger custom orders, the estimated production time is typically around 8–10 weeks. Delivery times are estimates and may vary.

Specific delivery terms may apply to certain goods, particularly if special stones or other elements need to be sourced and purchased. These will, if applicable, be stated prior to ordering. For deliveries outside the EU, local customs and import duties may apply. These are to be paid by the recipient.

If you wish for a shorter delivery time or priority production, a separate express surcharge can be agreed upon. Any express surcharge will always be communicated to and approved by you prior to ordering.

No-show collection

When your jewellery is ready, we will contact you and ask you to collect it within 8 weeks. If the jewellery is not collected within this time, and no other arrangement has been made, we will send a written reminder with a final deadline of a further 4 weeks. If the jewellery is still not collected, we reserve the right to sell it to cover the outstanding amount. Should the sale yield more than the amount owed (plus any costs), we will naturally refund the difference to you.

Right of cancellation

When shopping via our website, you as a consumer have a 14-day right of withdrawal in accordance with the Consumer Contracts Act. The right of withdrawal only applies to purchases made via our website. When ordering jewellery made in our physical store, there is no right of withdrawal in accordance with applicable legislation, unless otherwise expressly agreed. A finished piece of jewellery purchased directly from the display case without modifications has a 14-day withdrawal period. We buy the jewellery back with a gift card, which can be redeemed at the goldsmith at a later date.

The right of withdrawal expires 14 days after the day on which you, or a third party designated by you, take physical possession of the goods.

If your order consists of multiple items that are delivered separately, the deadline runs from the receipt of the last item.

How to use your right of withdrawal

If you wish to cancel your purchase, please inform us before the cancellation period expires.

You can contact us at: design@castens.com

You must clearly state that you wish to exercise your right of withdrawal.

Once you have notified us, the item must be returned without undue delay and no later than 14 days after you have informed us that you wish to cancel the purchase.

Return

Returns should be sent to the following address:

Castens
Holbergsgade 19A
1057 Copenhagen K, Denmark
Denmark

You will bear the direct costs of returning the goods yourself.

We recommend that the item be sent securely packaged and with proof of postage. You bear the risk for the item during return transport until we have received it. We do not accept packages sent cash on delivery.

It is an advantage to enclose a copy of the order confirmation or other proof of purchase when returning an item.

Item's condition upon return

You must examine the item in the same way as you would in a physical shop. You are only liable for any diminished value of the item if it has been handled in a way that goes beyond what is necessary to ascertain the item's nature, characteristics, and function.

If the item has been used beyond this, we may deduct from the amount refunded, corresponding to the depreciation of the item. We recommend that the item be returned in its original packaging, as the absence of original packaging may, in certain cases, lead to a depreciation of the item.

Refund

If you cancel your purchase, you will be refunded the amount you paid us. In the event of a loss in value for which you are responsible, this will be deducted from the purchase price. When exercising the right of withdrawal, all payments received from you will be refunded, including delivery costs, but not including additional costs resulting from your choice of a delivery method other than the cheapest standard delivery method we offer.

If there has been a reduction in value for which you are liable, this will be deducted from the repayment.
The repayment will be made without undue delay, and at the latest 14 days from the date we receive notice of your decision to exercise your right of withdrawal. The repayment will be made by bank transfer, unless you have expressly requested otherwise.

We may withhold the refund until we have received the item back, or until you have provided documentation that the item has been sent back, whichever occurs first. You bear the risk of the item during return transport until we have received it.

Goods exempt from the right of withdrawal

The right of withdrawal does not apply to goods that are made according to your specifications or have a clear personal touch, including specially designed jewellery, individually made rings, jewellery with personal engraving or other goods made according to your measurements or special requests.

Complaint rights

All goods purchased from us are covered by a 24-month warranty in accordance with the Danish Sale of Goods Act. The warranty means that you can complain about defects or faults in the product that were present at the time of delivery.

If the complaint is justified, we can, after a specific assessment of the individual case, offer to have the item repaired or exchanged, or provide a proportionate price reduction in accordance with the rules of the Sale of Goods Act.

You must complain within a reasonable time after you have discovered or ought to have discovered the defect. If you complain within two months of the defect being discovered, your complaint will normally be considered timely.

How to advertise

If you wish to advertise a product, please contact us at:

design@castens.com
+45 32 20 04 44

When returning an item due to a complaint, please include a brief description of the problem.

If the complaint is justified, we will refund reasonable and documented shipping costs.

The right of complaint does not cover defects or damage caused by normal wear and tear, incorrect use of the product, insufficient or inadequate maintenance, impacts, blows or other external influences. The right of complaint also does not cover natural wear on surfaces, including gilding or other surface treatments, which may be expected to be affected by normal use.

Old precious metal

We accept old gold and silver when ordering a piece of jewellery. This can either be used as partial payment, or the old metal can be remoulded into the new piece (the latter is subject to a surcharge). The value of the gold or silver will be offset according to the current market price. Upon delivery, we will provide an initial estimate of the value based on an initial assessment of the alloy and weight. Subsequently, we will test the metal and weigh it after any stones have been removed and the metal has been cleaned. In this regard, we reserve the right for the initial assessment to change.

When remelting/recasting a customer's own gold/silver, we would like to point out that the material's composition can vary, and that it may therefore be difficult or indeed impossible to process in some cases. This could mean that it is not possible to produce the agreed piece of jewellery from the material provided.
We always begin work with an initial processing test (up to 1 hour), which is invoiced regardless of the outcome. If, during this process, the metal is found to be unsuitable for further processing, the attempt is considered complete. In such cases, we disclaim responsibility for the submitted jewellery losing its original form.
The metal still retains its economic value as a precious metal but cannot be reformed into its previous shape.
Should melting down/recasting not be possible, we naturally offer to produce the ordered piece of jewellery in our own metal at the current market price for new precious metal.
The value of the submitted old metal can can then, if desired, be deducted from the total price.
The above will also be reviewed verbally with the customer when ordering the jewellery.

Specially designed jewellery, gemstones and repairs

Initial design meetings are generally free of charge. If further design meetings, significant redesigns, or expenditure of time beyond the usual are desired, we reserve the right to charge for these at our standard hourly rate.

When ordering bespoke jewellery, the product will be manufactured according to your specifications and wishes. You are therefore responsible for reviewing and approving all relevant information, including ring sizes, engraving, design, and information in the order confirmation. Any subsequent changes that incur additional costs will be added to the final price. Once production has begun, the order cannot be cancelled. The right of withdrawal under the Consumer Contracts Act does not apply to such items.

Price for bespoke jewellery                                                                                                                                                    For bespoke jewellery and other custom orders, the price will be determined based on the specific task. The price is only considered finally agreed upon once the customer has approved the quote. Until final approval, we reserve the right to adjust the price due to changes in raw material prices, currency, material choices, design, or the customer's wishes. In the case of unique designs or significant alterations to an existing design, the final price can often only be determined during production. Upon ordering, the customer will be informed of this with an expected estimate of any potential price fluctuations.

If the work proves to be more extensive than anticipated, or if there is a need for additional work or materials, we will inform you of the expected additional cost before proceeding.

Jewellery with gemstones or other natural materials can vary in colour, texture and appearance. Such variations are natural and do not constitute faults or defects.

 When repairing, reworking or working with your own gemstones, metals or other materials, hidden cracks, wear, impurities or weaknesses may occur, which cannot necessarily be detected in advance. We are not liable for damage to your own materials, to the extent that the damage is due to hidden defects, inherent weaknesses, wear, tensions or impurities that could not reasonably have been detected in advance.

If special stones or materials outside our usual range are requested, a separate fee may be charged for searching, sourcing, and selection. The fee will always be stated and must be approved by you before work commences.

Ring sizes and fitting.

When ordering rings, you are responsible for ensuring that the specified ring size is correct. If the ring size is determined based on your own information, a ring you provide, or an estimate without physically trying on the final product, we cannot guarantee a correct fit. Any resizing after delivery may be possible in certain cases, but depends on the ring's design and construction and may incur additional costs.

Personal data

When you shop with us, we process your personal data in accordance with applicable data protection legislation, including GDPR.

The information you provide when making a purchase is used to process and fulfil your order, and to fulfil our agreement with you.

The information may also be used for customer relationship management and to comply with regulatory requirements. You can read more about how we process your personal data, including what information we collect, the purpose of processing, retention period, and your rights, in our privacy policy.

Complaint

If you wish to complain about a purchase made from us, please first contact us at: design@castens.com

We will hereafter endeavour to find a solution.

If a satisfactory solution cannot be found, you can submit a complaint to:

The Tribunal House
Centre for Complaint Resolution
Toldboden 2
8800 Viborg
Denmark

You can submit a complaint via the Complaints Portal on the Danish Board of Appeal's website.

Choice of law and jurisdiction

Any agreement entered into between us and you is subject to Danish law.

Any disputes between us and you shall be settled in accordance with Danish law in the Danish courts, unless mandatory consumer protection rules in the customer's country of residence apply.

Standard cancellation form

If you wish to exercise your right of withdrawal, you can use our standard withdrawal form.

The form can be downloaded and completed here:

Standard cancellation form

The completed form can be sent to:

Castens - Enchanted Jewellery
Holbergsgade 19A
1057 Copenhagen K, Denmark
Denmark

E-mail: design@castens.com