Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?

Frequently Asked Questions / FAQ

Ordering

Can I change my order after it has been completed?

You can change your order until it is packed and shipped. Once your order is packed, you will receive an email with the tracking number. You can therefore basically change your order until you have received the e-mail with the tracking number. Send an email to shop@sisicph.com and we will find a solution.

What cards can I pay with?

We accept payment with all standard payment cards, such as VISA and Mastercard. We also offer payment with applepay, googlepay and paypal.

How long does it take before I receive my order?

We pack and send orders every weekday. We ship with PostNord and GLS who deliver on all weekdays.

The delivery time with free delivery varies from 2-15 days depending on our location and will be delivered to your home address. Learn more here. If you have an order that needs to arrive a little faster, write to us at shop@sisicph.com and we will do our best to help :) 

What does the delivery cost?

We offer free delivery on all orders above 35€. For orders below 35€ the standard shipping costs 10€.

Our free standard delivery is sent with PostNord and delivered to your home address. You can also choose delivery to a post office. The delivery time depends on your country and is estimated to be delivered in between 2-15 working days to your home or a post office. 

Gifts

Can my order be sent as a gift and wrapped by you?

Yes, all our jewelery is packed in nice jewelery boxes. You can also buy a gift bag for the packaging that we include in the delivery. If the order is to be sent directly to the recipient, we are happy to pack the jewelery in the gift bag together with a personal greeting if desired. When your desired jewelery is in the shopping cart, write a comment in the order if you want us to send it directly to the recipient. Write to us at shop@sisicph.com if you have any questions - remember to attach your order number.

If your order is a gift, you must write in the comment field when the gift is to be given, the 30 days return policy is applies from that day. 

Can I buy Christmas presents now and get an extended return?

All Christmas gifts purchased after the first of November and until Christmas can be returned and exchanged up to and including 24 January.

Shipping, Returns & Exchanges

How long can I wait to return something?

You have a 30-day right of return. (If your order is a gift, you can indicate in the comments field when the gift is to be given, then the 30 days return policy applies from that day).

You can buy a return form in our return portal. It costs 9€.

What do I do if I want to return my purchase?

If you want to return your order, you must fill out the return form and send the order back to us via the nearest post office. Once we have received the return, you will be refunded. Please note that we can only refund the money to the same card that was used upon purchase.

To receive the return form, you must send an email to shop@sisicph.com stating the order number and reason, and we will send you the return form by email. A return form costs 9€.

If you do not wish to use our return solution, you can in any case send the item back with your preferred shipping supplier to our address with adequate order information to:

Sisi Copenhagen ApS
Østerbrogade 64, hj.
2100 Copenhagen Ø
Denmark
Att: Return

It is important that you choose a shipping method that sends directly to our address, as we do NOT pick up the package at the post office or accept cash payment upon delivery. 

What do I do if I want to exchange an item?

If you want to exchange for another piece of jewelery or a gift card, we ask you to send the piece of jewelery in return, attach the return form to the package and fill in what you want to exchange for. When we receive your return, we exchange and send a new piece of jewelery or a gift card for you, and if there is a difference in price, we will contact you.

To receive the return form, you must send an email to shop@sisicph.com stating the order number and reason, and we will send you the return form by email. A return form costs 9€.
If you do not wish to use our return solution, you can in any case send the item back with your preferred shipping supplier to our address with a return note to:

Sisi Copenhagen ApS
Østerbrogade 64, hj.
2100 Copenhagen Ø
Denmark
Att: Return

It is important that you choose a shipping method that sends directly to our address, as we do NOT pick up the package at the post office or accept cash payment upon delivery. 

What return rules apply if I bought a piece of jewelery during a campaign?

If you return all the jewelery you have bought on a promotional offer (eg `3 for 2`, or` free jewelery if you have bought more than ... `), the full amount will be refunded. If you choose to return only some of the jewelery, we will return the amount that corresponds to the difference between what you have paid and what the jewelery you have chosen to keep would have cost you if you would have bought them alone. For example, if you have bought two pieces of jewelery with a total value of 100€ and received a free piece of jewelery as a gift worth 25€, and you choose to send the two pieces of jewelery in return, but not the gift, we will refund you 25€ - then you have paid the 25€ that the gift jewelery normally costs. You can read more about the rules of all our different campaigns here.

Jewelry

What is the jewelry made of?

All our jewelery is made of the highest quality materials. Our silver jewelery is made of 925 sterling silver and even our gold-plated models are made of 925 sterling silver, with a thin layer of 18 carat gold. In our Fine Jewelry collection, the jewelery made of solid gold from 9 carat and goes up. 

We also only use real freshwater pearls and real semi-precious stones - never glass or art materials!

Sisi Copenhagen is registered and subject to the Precious Metals Control in Denmark, and our jewelery is stamped with our name stamp `SI`

How do I best take care of my jewelry?

The surface of our jewelry is untreated silver and gold - and if they are to stay nice for a long time, you can take some precautions to take care of them. You can first delay the process by making sure you keep them in airtight bags when not in use. Avoid wearing them when you shower, do not expose them directly to creams and remove the jewelry when exercising. Some people's sweat reacts more strongly with the jewelery than others - and it may, for example, have something to do if you take specific types of medication. If the jewelry loses color or looks dirty, it may be a result of the silver (or gold) having oxidized - ie a reaction with the acid in the air. Fortunately, it can be removed if you clean the jewelry, read more here.

My jewelry doesn´t look as nice anymore as in the beginning, it has been stained and blackened - what do I do?

Real silver and gold always oxidize over time. It is a completely natural process as precious metals react with the acid in the air. A bit like rusting iron. You may have inherited some silverware and noticed that they stain and turn black, even though they have only been in a closet? The same goes for jewelry made in silver or gold. If they have oxidized, you can either polish them shiny again with a cloth or use a special product that removes the oxidized layer. Read more about jewelry care here.

My jewelry is broken, what do I do?

When buying goods from sisicph.com, the Consumer Purchases Act applies, and when buying from Sisi Copenhagen, you as a consumer always have a 2-year right to make a complaint. We even offer a 5-year right to make a complaint on our Fine Jewelry collection, as it is exclusive jewelry that we believe can last for a longer period of time. If your complaint is justified, you can either have the item repaired or replaced. Complaints made within 2 months after the error is discovered are considered to be within a reasonable time.

Do you have any questions - or do you need help?

Don't hestitate to contact us if you have a question or need help. You can send us an email at shop@sisicph.com or call our customer support af +45 3117 9444