Frequently asked questions

FAQ

OUR PRODUCTS

ORDERS

PAYMENT

SHIPPING & DELIVERY

CLAIMS, WITHDRAWALS AND RETURNS

TERMS & CONDITIONS

PRIVACY POLICY

COOKIES

CONTACT

OUR PRODUCTS

DO YOU USE REAL SILVER IN YOUR JEWELRY?

We only use clean, nickel- and lead free sterling silver in our jewelry. Our trademark is certified with our own RM (Responsibility Mark) and a 925 stamp to ensure that we only use high quality silver in our products.

DO YOU USE ANY GOLD IN YOUR JEWELRY?

No, we don’t have any products made of gold at the moment.

DO YOU STAMP YOUR JEWELRY?

All of our jewelry are stamped with the Jonna Jinton logo, our Responsibility Mark and 925 (sterling silver).

I WANT TO ORDER A PIECE OF JEWELRY, BUT I DON'T KNOW WHICH SIZE I NEED. CAN YOU HELP?

Please check the size guide for our jewelry to find out the right size for you.
If you have any questions, please contact us. We will do our best to help you.

DO YOU USE REAL GEMSTONES IN YOUR JEWELRY?

Yes, we only work with professional distributors and manufacturers, which is carefully selected for highest quality. All of our stones are cut and shaped by hand, which makes every piece unique.

IS YOUR JEWELRY HANDMADE?

All of our designs are originally crafted by us in our workshop here in Grundtjärn. In our collections available in the webshop, these designs are used as templates for our current production. The base are made by molds, but carefully finished by hand to give every piece of jewelry their unique touch and detail.

We also craft entirely handmade and customized jewelry from our workshop here in Grundtjärn, with a limited capacity of production.

CAN I HAVE MY JEWELRY ENGRAVED?

Unfortunately, we don’t have any equipment to engrave our jewelry. However, this can easily be done afterwards if you visit a local jeweller.

DO YOU CRAFT WEDDING RINGS?

We don’t have any designs of wedding rings in our assortment.

If you have a request for a custom made ring, please fill in the form for custom/handmade jewelery

I HAVE RECEIVED MY JEWELRY, BUT THE SIZE DOESN'T FIT. CAN I RETURN/EXCHANGE IT?

Yes, you can*. Please see the claims, withdrawals and returns page for instructions.

* This does not apply to custom orders

WHAT DOES THE 925 STAMP ON YOUR JEWELRY MEAN?

We stamp all of our jewelry with the number 925. This simply means that we can guarantee that our jewelry is made out of pure sterling silver. 925 means that the material is 925/1000 parts fine silver, while 75/1000 parts is mostly copper. Copper is used to harden the material, due to the fact that fine silver is quite soft on its own and can’t be used for daily applicances.

WHAT DOES THE JIJ STAMP ON YOUR JEWELRY MEANS?

The JIJ stamp is our RM (Responsibility Mark). This means that we are certified and approved for the crafting, production and disposal of silver jewelry. We are registered in both Swedac and the Central Office for Precious Metals Control in Bern, Switzerland.

MY JEWELRY HAS TURNED DARK or is discolored. WHAT IS THE CAUSE OF THIS?

This is due to oxidation. All silver jewelry will eventually oxidize over time. For some advice how to take care of your silver jewelry, please see our “Jewelry care” tab here.

WHERE IS YOUR JEWELRY MADE?

Our jewelry is proudly crafted by us and our collaborators here in Sweden. The ordinary assortment on our webshop is carefully crafted by Swedish silversmiths based on our requirements, demands and details to ensure the greatest quality. 
We ourselves design and handcraft exclusive and custom jewelry in the workshop at our home in Grundtjärn, with a limited capacity of production.

We also follow the European laws and regulations of REACH (Registration, Evaluation, Authorisation and restriction of Chemicals) to ensure non-toxic substances in our production.

IS IT POSSIBLE TO BUY A PHOTO IN HIGH RESOLUTION DIGITAL FORMAT?

At the moment we only sell photos as fine art prints, and not as digital files. 

CAN YOU SIGN THE PHOTO?

All the prints has my signature mark on the back of the photo.
Unfortunately I can’t sign the prints by hand or write a note on the photo, since they are printed and shipped from another part of Sweden.

What kind of photo paper is used for the prints?

The photos are printed on high quality fine art matte paper.

Is the prints delivered with a frame?

No, a frame is not included when buying a photo print. 

How will the print be shipped?

If you buy a small print it will be shipped in a small cardboard box. 
If you buy a larger sized print it will be shipped in a tube. 

Are all photos taken by Jonna Jinton?

Yes, all the photos are photographed by Jonna.

How does the auction process looks like?

When a painting is up for auction it will be available for everyone to bid. 
If it’s your first time to make a bid, you will be asked to create an account before you can place your bid.

When the auction time is over the person who placed the last and highest bid will win the auction. An email will be sent to the winner with payment details. 
The painting will then be packed and shipped. We will keep contact with the winner during this process, to keep the winner updated on what delivery method will be used and how the packaged can be tracked during the shipping time.

Is the auction open for all countries?

Yes, you can join the auction from any country. It’s open world wide. 
And if you win the auction, the shipping is free to any country you live in. 

The currency in the auction is in US dollar but you can still bid from any country. 

How do i place a bid?

If you want to place a bid on a painting, just write in the amount in the bidding section and then click “custom bid”. If you are not yet logged in or don’t have an account yet, you will be asked to make an account first.
Just follow the instructions to create your account. After that you can place your bid.

Remember to only place a bid if you are willing to pay that amount in case you win the auction. It’s about respect for the other bidders, and for the owner.

Do you do requested paintings / comissioned art?

Unfortunately I do not create requested paintings and artworks at the moment. 

What paint do you use for your paintings?

I use both acrylic paints and also my own handmade natural earth pigment paint. 
Sometimes I paint with only acrylic or only earth pigments, and sometimes I mix them. If you want to know more about how I create my own paint and my painting technique, check out my YouTube video here.

How is the paintings being shipped to the customer?

The paintings are carefully packed with shock resistant materials in big cardboard boxes. Depending on where the customers lives we will find the best and safest delivery alternative.

ORDERS

HOW DO I PLACE AN ORDER ?

It is easy and safe to order on our website. Once you have found the product you would like to purchase, click on the “ADD TO CART” button to place it in your Shopping Cart. Follow the directions through the checkout process to complete your order.
Your order will not be placed until the very end of the checkout process when you will be asked what payment method you want, and you have added your name and address details and clicked on “PLACE ORDER”.

HOW DO I KNOW IF MY ORDER HAS BEEN SUCCESSFUL ?

When you place an order on our website, we will reply to you with an email confirming your order and all delivery and billing address details, including all the items you have ordered.
Please check that all information is correct in this confirmation email as incorrect information can cause delays on your order.

DO I GET A RECEIPT FOR THE PAYMENT ?

Yes, you will receive an order confirmation via email, where the receipt is included for your purchase.

I HAVE NOT RECEIVED AN ORDER CONFIRMATION, WHAT SHOULD I DO ?

If you placed an order with us but did not receive an order confirmation, it may be because an incorrect email address was provided. Please also check your junk mail to make sure the confirmation hasn’t been sorted there. Contact us at support@jonnajintonsweden.com or check whether we have an order registered for you, and to correct your email address so that you can receive your order confirmation. It may also be because the order has not gone through. Kindly contact us before placing a new order to avoid duplicate orders.

CAN I MAKE CHANGES TO MY ORDER AFTER PURCHASE?

Unfortunately, we cannot make changes to an existing order, but if you contact us immediately, we will try to cancel the order before it leaves our warehouse. Once your purchase is cancelled, you can create a new order for the correct products, which means you avoid duplicate orders.

I WANT TO CANCEL MY ORDER, WHAT SHOULD I DO ?

If you want to cancel an order before your order has left our warehouse, please send us an email immediately to support@jonnajintonsweden.com.

I have not received my order, what should I do?

Please check the tracking number that was emailed to you. If that does not work, please email us at support@jonnajintonsweden.com with your order details and we will look into it immediately.

CAN I TRACK MY PARCEL ?

You will receive an email with a tracking link as soon as your order leaves our warehouse. Make sure to also check your junk mail folder, since emails can sometimes end up there.
If you have ordered products from both the print and jewelry categories, then your order will be sent in separate packages. You will receive a tracking link for both packages via email.

I have placed an order for both print(s) and jewelry. will they be sent in the same package?

No, the print(s) and jewelry will be sent as separate parcels. You will receive one email for confirmation, including a tracking number for the print(s) and another for the jewelry when they are fulfilled and ready for shipping.

PAYMENT

WHAT PAYMENT METHODS DO YOU OFFER?

We accept the following forms of payments:

  • Debit or Credit CARD via Stripe –  Visa, Mastercard, and American Express. Available worldwide.
  • PAYPAL – Account or credit card. Available worldwide.
  • KLARNA
    Pay Now – available in: Sweden, Germany, The Netherlands and Austria.
    Pay Later – available in: Sweden, Germany, The Netherlands, Austria, Norway, Denmark, Great Britain, Finland and Belgium.
    Slice It – Available in: Sweden, Germany, Denmark, Norway and Finland.

* You can see the available payment methods in the checkout.

CAN I PAY BY INVOICE?

The option to pay by invoice from Klarna is available for these countries:

Sweden, Germany, The Netherlands, Austria, Norway, Denmark, Great Britain, Finland and Belgium.

IS IT SECURE TO SHOP IN THE ONLINE SHOP?

Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.

WHY WAS MY CARD NOT ACCEPTED?

Most credit cards have 3D Security which has to be activated in order for you to make a purchase.
If you are not sure whether the 3D Security for your credit card is activated or not, kindly contact your bank directly and they will help you.
Should you still experience any issues or have any questions regarding this, don’t hesitate to contact by email: support@jonnajintonsweden.com

I HAVE RETURNED MY ORDER, WHEN DO I GET MY REFUND?

Our return process can take up to 14 days from the date you sent back your order. As soon as your return has been received by us and your refund has been initiated, you will receive a confirmation of this by e-mail. Depending on payment method it might take 2-5 business days from when you received the return confirmation, before you get your refund.

ARE TAXES FOR CUSTOMS INCLUDED IN THE PRICE?

No. Taxes for customs will be handled by your country’s custom service.

SHIPPING & DELIVERY

HOW LONG WILL DELIVERY TAKE ?

Orders usually leaves our warehouse within three (3) to eight (8) working days, unless otherwise agreed or stated in the order confirmation. The time period for the shipping carrier to send the package to the customer may vary depending on which country the package should be sent to. Below you can see the standard shipping times for different parts of the world.

Standard shipping times
HOW WILL I KNOW WHEN MY PARCEL HAS ARRIVED?

The first attempt is always home delivery but if you’re not at home, the freight company will notify you by a note in your mailbox with more information*. You can also check the location of the parcel with the tracking number that was provided when the order was fulfilled.

*This may vary depending on country and location.
  Home delivery does not apply to insured parcels.

WHAT HAPPENS IF I DON'T PICK UP MY PARCEL?

Uncollected parcels will be returned to us and we will charge you a fee for the returned parcel. The fee covers the double shipping costs as well as picking and packing.

Fee for different currencies:

SEK – 190 SEK – kr
NOK – 193 NOK – kr
DKK – 136 DKK – kr
EUR – 18 EUR – €
GBP – 16 GBP – £
USD – 21 USD – $

I just received a confirmation e-mail with my tracking number, but it does not seem that the package has started to be transported yet. Do I need to be worried?

No, probably not. If you received the tracking number recently it will take a day or two before any transport updates occur. Fulfilled orders are often handed over to the shipping carrier the next day. 

CLAIMS, WITHDRAWALS AND RETURNS

CAN I CANCEL/WITHDRAW MY ORDER?

There is always a 14-day return policy for products purchased at jonnajintonsweden.com. This means that you have the right to revoke your purchase by registering your return on our site within 14 days of the date you took receipt of the ordered product or the order reached the collection point (cooling-off period). Unfortunately, we cannot offer the right of return or exchange on personalized products. 

HOW DO I MAKE A RETURN ?

To make a return of your order or a part of your order, first of all you need to contact us for further instructions. 

Send an email containing the following information to support@jonnajintonsweden.com.

– Email address provided at purchase 
– Order number 
– Customer name 
– Item number 

*NOTES
– You are responsible for postage and shipping costs.
– Your return package must be well-protected.
– Your return package must be sent as a traceable shipment.
– You need to save the tracking number and proof of postage until we have received your return.
– Returned item(s) must be unused and in original condition. If not, a calculated fee will be taken out for restoration.

IS THERE A FEE FOR RETURNS ?

Yes, the customer is responsible for all return costs.

HOW CAN I EXCHANGE A PRODUCT ?

If you would like to exchange a received product for another, it is processed like a regular return. You send us the item you don’t want and we will refund you. You can then proceed to place a new order in our web shop.

WHAT DO I DO IF A PRODUCT IS BROKEN OR INCORRECT ?

If you receive a defective or incorrect product, we aim to help you as soon as possible. Send an email containing the following information to support@jonnajintonsweden.com.

– Email address provided at purchase 
– Order number 
– Customer name 
– Item number 
– Attach a photo  

Our Customer Service Team will get back to you as soon as possible.

HOW WILL I BE REFUNDED?

We will make the reimbursement using the same means of payment as you used for the initial transaction; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. Did you make a purchase during a special offer or did you use a discount code? Once your return has been received, your order will be recalculated. If the requirements for the special offer or discount are not met, the discount will be deducted from your refund.

WHEN WILL I BE REFUNDED ?

We strive to repay the amount as soon as possible, yet no later than within 14 days from the date we received your return. Please note that we must have received the goods as a return or a delivery receipt must be presented on request before a refund can be issued.