Return & Refund Policy

Company Information

This online store is operated by TrustPay AB, VAT number SE559081345601, trading under the brand names Önskepärlan in Sweden and Ønskeperlen in Denmark and Norway (referred to as "we", "us" or "our").

This Return & Refund Policy applies to all purchases made through our online stores. We reserve the right to update this policy at any time. The current version is the one available on our website.

Company: TrustPay AB
Registered address: Box 35, 826 11 Bergvik
Business address: Högbacka 140, 826 92 Söderala
Company registration number: 559081-3456
VAT number: SE559081345601

Return Policy

We offer a 30-day return policy.

The right of withdrawal does not apply to customised or personalised orders due to the personal nature of these products. Customised orders are covered by our Customer Satisfaction Guarantee.

Customer Satisfaction Guarantee

All orders are covered by our Customer Satisfaction Guarantee.

This guarantee allows you to request a replacement product if you are not satisfied with your purchase.

To qualify for a replacement, you must contact our customer service team within 7 days of receiving your order and submit a complaint along with photos of your jewellery or product.

This guarantee does not affect your statutory consumer rights.

Cancel or Modify Your Order Within 24 Hours

If you wish to cancel or modify your order, you must contact us within 24 hours of placing it.

After this period, we may already have started processing or preparing your order, making cancellations or modifications no longer possible.

This does not affect your statutory right of withdrawal where applicable.

Delivery

Estimated delivery times are based on recent deliveries and should not be considered guaranteed delivery dates.

We do our best to ensure that your order is delivered as smoothly and efficiently as possible. However, delays may occasionally occur, and we do not offer additional compensation for delayed deliveries, except where required by applicable law.

Lost or Stolen Packages

We provide delivery information, including the delivery address, estimated delivery date, tracking details and relevant shipping information for customers to review.

If your order is confirmed as lost or has not been delivered to you, we will arrange a replacement product based on your original order and ship it again at no additional cost.

Return Address

TrustPay AB
Box 35
826 11 Bergvik
Sweden

Return Instructions

To return your order, please contact our customer service team using the contact information provided on our website.

Products must be returned in their original packaging using the prepaid return shipping label provided by us.

A return shipping fee applies:

• Sweden: SEK 99

• Denmark: Applicable return fee in DKK

• Norway: Applicable return fee in NOK

The return fee for Denmark and Norway will be communicated to the customer before the return is arranged.

Refund Processing Time

Once we receive your returned order, or once you provide proof that the goods have been sent back, we will process your refund without unnecessary delay.

For products covered by the statutory right of withdrawal, refunds will be issued no later than 14 days from the date we receive your withdrawal notification. We may withhold the refund until we have received the returned goods or you have provided proof of return shipment.

Refunds will be issued to the original payment method used for the purchase, unless otherwise agreed.

If you paid using Klarna, the refund will be processed through Klarna, which will then update your invoice or payment accordingly.