Buy 2 items and get 20% off - shop here!   | ✔ Free delivery above 40 EUR |  Fast delivery 1-7 days |  30 days return

Free delivery above 40 EUR

Fast delivery - 1-7 days

30 days return

Customer Service

 

Welcome to our Customer Service.

We have gathered information about shipping, returns, exchanges, claims and terms & conditions. Do you have any additional questions? We have drawn up a list of frequently asked questions and the corresponding answers here.

If you are not able to find what you are looking for, please do not hesitate to contact us by e-mail mail@pilgrim.dk or call us on +45 6333 3333.


Shipping

Below you will find information on delivery countries, lead times and prices. Please read Terms & Conditions, which apply to all shipments.

We ship to:

Austria - 2-4 working days
Belgium - 2-4 working days
Croatia - 4-6 working days
Czech Republic - 2-4 days working days
Denmark - 1-3 working days
Estonia - 5-9 working days
Finland - 3-7 working days
France - 3-5 working days
Germany - 2-4 working days
Hungary - 3-5 working days
Ireland - 3-6 working days
Italy - 3-7 working days
Latvia - 5-8 working days
Liechtenstein - 3-5 working days
Lithuania - 4-7 working days
Luxembourg - 2-4 working days
Netherlands - 2-4 working days
Norway - 2-7 working days
Poland - 3-5 working days
Portugal - 4-7 working days
Slovakia - 3-5 working days
Slovenia - 3-5 working days
Spain - 4-7 working days
Sweden - 2-6 working days
United Kingdom - 3-5 working days

There is no need to worry when you order your Christmas gifts at Pilgrim

During the Christmas season, we pay special attention to ensuring that your goods are delivered quickly.
The deadlines for orders to be delivered before 24 December are as follows:

20 Dec. – shipments to Denmark
17 Dec. – shipments to Norway
19 Dec. – other countries

Shipments to Denmark and Norway: Please note that your order must be received no later than 10:00 on the dates listed above.

All gifts can be refunded or exchanged until January 14 in accordance with our return policy.

TERMS OF DELIVERY

Goods will be delivered to the delivery address stated when placing the order. We deliver to private, business addresses and package stores.

Your goods will be delivered on a weekday i.e. Monday to Friday. The delivery date depends on which country the goods are shipped to and which carrier is used.

Goods have to be signed for upon delivery. The person signing for the goods does not necessarily have to be you, although this is dependent on which courier service you use. Anyone at the delivery address (e.g. a family member, a friend, a receptionist, etc.) can sign for delivery with binding effect on you.

Please note that you bear any risk for the goods after delivery. If the packaging looks damaged, you should refuse delivery. If you want to complain about any defects or deficiencies, you must inform us. Read more under “Defective and incorrect products”.

FREE SHIPPING

If you order goods worth more than DKK 300 / EUR 40 / GBP 35 / NOK 350 / SEK 350, depending on the currency chosen, we offer you free shipping on this order.

HANDLING FEE

A handling fee of DKK 30, EUR 6, GBP 6, NOK 35 or SEK 35 (according to the currency chosen) will be added to your bill to cover order processing and shipping.


Returns

Returns WEBSHOP

If you would like to return any of the items that you have received, we offer a 30-day return policy, valid from the day you receive your order. Christmas gifts can be returned until 14 January 2019. Please complete the return form included in your order or download it here, and enclose it with your return shipment to us.
(Returns made without a return form or an incomplete return form will not be accepted)
All items returned must be unused, in the same condition as when received, and must have all tags, including original packaging materials.
Once we receive your return and the above conditions are met, the return will be processed no later than 7 working days. You will receive an email and the funds will be refunded to you in the same way as payment was made.

All returns, including shipping costs and arrangements, are the customer's responsibility.
NB: All items must be returned to our warehouse address. Unfortunately, we cannot accept packages sent without delivery or to parcel shops.

Pilgrim Webshop
Grønlandsvej 8B
8660 Skanderborg
Denmark

This return policy applies to online purchases only and does not apply to purchases made in-store

Returns IN -STORES

If you wish to exchange or return your purchase from Pilgrim, you can do so in all our stores (except Magasin and Salling) by returning the items within 14 days. Christmas gifts can be returned until 14 January 2019. If you wish to exchange to another item, an exchange tag is sufficient. If you wish to return an item and get your money refunded, you need to bring the receipt.


Exchanges

Exchanges WEBSHOP

If you wish to exchange a product or have a gift card instead, this can be done in our retail stores only.
Please bring the unused product, in the same condition as when received, including original packaging materials and invoice to the Pilgrim store of choice (except Magasin and Salling) you’ll find your nearest Pilgrim store here.
NB. Pilgrim retail stores offer to exchange, but do not offer to refund purchases made on Pilgrim webshop. If you want your purchase refunded, please return your item to Pilgrim webshop following our return procedure.

Exchanges IN-STORE

If you wish to exchange or return your purchase from Pilgrim, you can do so in all our stores (except Magasin and Salling) by returning the items within 14 days. Christmas gifts can be returned until 14 January 2019. If you wish to exchange to another item, an exchange tag is sufficient. If you wish to return an item and get your money refunded, you need to bring the receipt.


Claims

Claims WEBSHOP

In case that your purchase is defective or becomes defective after following our “how to care about jewellery” instructions here, you may be entitled to a claim within 2 years from the date of purchase.
Please contact us by sending us an email to webshop@pilgrim.dk with “Claims” as the subject. In your email, please include your order number, description of the defect, and pictures showing the product and the defect.

Claims IN-STORE

In case that your purchase is defective or becomes defective after following our “how to care about jewellery” instructions here , you may be entitled to a claim within 2 years from the date of purchase.
Please bring product and receipt to the store of purchase and they will assist you in your claim.


FAQ

 

Answer: Precious stones are natural stones and their appearance is due to their naturally varying shades and hues. This is why it is impossible to determine a colour scale for all stones. The same type of stone can consist of both light shades and dark shades, have smaller or larger spots or colour veins and still be the same stone. That is why they are so beautiful!

Answer: We recommend that you do not wear your Pilgrim Jewellery whilst sleeping, showering/bathing or participating in sport. Many factors influence the durability of jewellery. These may include air humidity, sweat, perfume, hairspray, consumption of alcohol or medicine, body balance and stress. These factors can provoke a reaction in the metal, causing it to oxidise earlier than it ordinarily would. All gold and silver oxidises eventually, and all Pilgrim jewellery will change in colour over time, varying from dark spots to a general darkening of the surface due to the oxidation, as well as the result of wear and tear.

Answer: There are a number of reasons why rashes can occur, but as all our jewellery is nickel-free, you don’t have to worry about an allergic reaction if you don’t tolerate nickel. Bear in mind that many people are unaware that their allergy is due to silver and not nickel. And because a wide variety of allergic reactions occur in areas where jewellery is often worn (e.g. the neck, wrist or under the ears), it is difficult to know the cause without conducting tests.

Answer: Occasionally the skin under the jewellery can be dark, bluish or perhaps even green. There can be several reasons for this. Factors such as stress, body imbalance, and use of medicines, alcohol consumption or use of perfume can cause a chemical reaction in the metal. Metal oxidises and in some cases, it can be transferred onto the skin. The stains can easily be removed and in most cases, transference stops with a change in one or more of the above factors.

Answer: Yes, all Pilgrim watches are water-resistant to 3 ATM, which means they can resist rain and splashing (not waterproof).

Answers: Unfortunately, we do not make pre-orders or reservations for any of our products.

Answer: Yes, please contact our nearest retail store to arrange this. Find Storefinder here.

Answer: Please contact webshop@pilgrim.dk and we will amend it if possible. Please note it is not possible to change addresses on items already sent.

Answer: If we have not processed your order, then it is possible to cancel it. Please send us an email to webshop@pilgrim.dk including your webshop number.

Answer: Please check that you entered your email address correctly and also look in your Junk Mail. If you still haven’t received it, please send us an email to webshop@pilgrim.dk so we can be sure your order was registered properly.

Answer: Please send an e-mail to webshop@pilgrim.dk with your webshop number, and the date you will be handing over the gift, so we can extend the return date.

Answer: Once your order is processed and shipped you will receive your tracking information for your order.

Answer: If you can’t get information on your parcel from your tracking link, please send an email to webshop@pilgrim.dk including your webshop number.

Answer: Please send an email to webshop@pilgrim.dk and we will correct this.

Answer: Please send an email to webshop@pilgrim and we will fix it.

Answer: Please see section Returns WEBSHOP here.

Answer: Please see section Exchange WEBSHOP here.

Answer: Please see sections Returns WEBSHOP here and Exchanges WEBSHOP here.

Answer: Yes, please see section Exchange WEBSHOP here.

Answer: All returns will be processed within 7 working days from the receiving date. You will receive an email once your return is processed.
Once we process your return, the refund will automatically be issued back to you in the same way that the payment was made. In most cases, you will receive the refund within 7 days, but for some types of credit cards, there can go up to 30 days before the money is cleared onto your account. Please contact your bank in regards to releasing the funds.


Terms & Conditions

You can read about Terms & Conditions here.


Campaign Rules

The ongoing campaign will always be promoted on the front page of the webshop or in Pilgrim newsletters.

At Pilgrim, we employ the "best pricing" principle in all our campaigns, which means that, as a customer, you are always guaranteed to get the price which is most beneficial to you*.

As a rule, you as a customer may only use one discount per product, and this discount is always the one which is most advantageous for you. However, if you have a voucher, this applies to the entire order, and is thus deducted after the promotional discount has been deducted at the product level.

*The products covered by the relevant campaign discount vary from campaign to campaign. You can find descriptions of individual campaigns below.

Normal discount
Pilgrim selects products and the size of the discount, and the customer receives the selected discount at the product level. This campaign does not apply to charity products, gift cards and gift boxes.

3 for 2
The customer selects 3 products, but only pays for 2, providing a 100% discount on the cheapest product.
This campaign does not apply to charity products, gift cards and gift boxes.

50% on product 2
(fictitious example, other combinations may occur)

The customer selects 2 products and gets 50% on the cheapest of the two products.
This campaign does not apply to charity products, gift cards, gift boxes and products already reduced.

20% off when buying min. 2 products
(fictitious example, other combinations may occur)

The customer selects 2 products and gets 20% off the selected products.
This campaign does not apply to charity products, gift cards, gift boxes and products already reduced.

20% on purchases of DKK 300
(fictitious example, other combinations may occur)
The customer makes a purchase worth a minimum of DKK 300, and receives 20% on all products.
This campaign does not apply to charity products, gift cards and gift boxes.

25% on the purchase of 5 products
(fictitious example, other combinations may occur)
The customer purchases a minimum of 5 products and receives a 25% discount on all products.
This campaign does not apply to charity products, gift cards and gift boxes.


Contact Us

For any questions or inquiries regarding products or order on our webshop please contact us at:
Webshop@pilgrim.dk or +45 63333333

For any questions or inquiries regarding products or store inquiries please contact store. See Storefinder here.

For general inquiries please contact mail@pilgrim.dk

Customer service hours: Monday – Friday 08-15 (CET)

Pilgrim is closed on all Danish holidays