Mackenzie Hoops

We aim to dispatch your order within 1–3 business days in Denmark and within 3–5 business days outside Denmark. In busy periods, such as Christmas, delivery times may be longer.

As soon as your order and payment are registered, you will receive an email with your order confirmation and a tracking number.

In case of delays, backorders, or sold-out items, we will contact you as soon as possible to find a solution. This may include refunding your payment or helping you find a corresponding product.

Shipping costs within Denmark

Parcel shop delivery with GLS:

• Free for orders over DKK 299
• DKK 29 for orders under DKK 299

Home delivery:

• DKK 29 for orders over DKK 299
• DKK 49 for orders under DKK 299

Shipping outside Denmark

We offer delivery with GLS from DKK 115 to DKK 400. Please go to checkout to calculate shipping costs.

GLS parcel shop pickup

Please remember to collect your package within 5 working days at your chosen parcel shop. Otherwise, the package will be returned to us, and we may charge the shipping costs to the customer.

Right of withdrawal

As a consumer, you have a 14-day right of withdrawal when you shop with us. The withdrawal period expires 14 days after the day you received your item, meaning you have 14 days from receipt to change your mind about your purchase.

You can use our standard withdrawal form, which you will find at the bottom of the terms and conditions.

You cannot cancel a purchase by refusing to receive the item without also notifying us. Please complete our Return Form.

How to return

You must pay for the package to be returned, as we do not provide return labels. Please remember to purchase a return label with tracking information.

We do not recommend shipping with DAO.

We only accept packages that are sent directly to our return address; we will not collect from a post office.

You are responsible if damage occurs during transport. Please pack your items securely, without using the original packaging as outer packaging.

Returning part of an order

If you have purchased multiple items from us, you may return one or more items, even if they were bought in the same order.

Please note that shipping costs are not refunded if you return only part of your order.

Exchanges

You are always welcome to exchange an item at one of our stores in Copenhagen or Aarhus within 14 days, with your receipt.

Returns cannot be processed in our physical stores, but we can exchange your item for another product or issue a voucher for our physical stores.

No right of withdrawal

The following agreements cannot be withdrawn:

• Delivery of goods made to your specifications or with a clear personal touch.

Condition of the returned item

If the item has lost value because you have used it beyond what was necessary to determine its nature, properties, and function, you may only receive a partial refund. The amount depends on the commercial value of the item, and in some cases only the shipping cost will be refunded.

We recommend returning items in their original packaging. If the original packaging is missing, the value of the item may be reduced.

Refund of the purchase amount

If you withdraw from your purchase, you will receive a refund. If the item's value has been reduced, we will deduct the corresponding amount.

We will refund all payments received from you, including delivery costs within Denmark, no later than 14 days from the day we receive your notice of withdrawal. This does not apply to additional delivery costs in cases where you have chosen a delivery method other than the cheapest standard option we offer.

Refunds will be issued using the same payment method used at the time of purchase, unless otherwise agreed.

We may withhold the refund until we have received the item, unless you provide documentation that it has been returned.

Return address

Pico ApS

Svanemøllevej 58

2900 Hellerup

Denmark

Shipping costs for returns are covered by the buyer. We only accept packages sent directly to this address.

Refunds will be issued to the account used for the original purchase.

To keep your jewellery in the best condition, store it in our airtight Pico bags when not in use. This helps prevent tarnishing and oxidation. Silver and gold-plated jewellery darkens with exposure to sweat, sulphur, chlorine and the oxygen in the air, so avoid leaving pieces on the bedside table or hanging on a rack in the bathroom.

Take your jewellery off when you bathe, swim or play sports. Put it on as the last step of getting dressed, and avoid applying perfume or cosmetic products directly to it.

Cleaning

A standard liquid jewellery cleaner from any large supermarket works well to remove the natural oxidation that comes with wear. If your jewellery is dirty, place it in a bowl of lukewarm water with mild soap and gently lift the dirt with a soft toothbrush.

Materials

Pico jewellery is primarily made of 24-carat gold-plated brass, silver-plated brass, sterling silver, and 24-carat gold-plated sterling silver. All Pico jewellery is nickel-free.

Silver. Our silver is sterling silver, 925: 92.5% pure silver with the remainder copper. Silver is soft and tarnishes over time; a liquid jewellery cleaner restores the shine.

Brass. An alloy of copper and zinc, plated with 24-carat gold or fine silver over a brass base. Plating fades gradually with wear, faster on rings than on earrings, necklaces or bracelets. Regular exposure to hand sanitiser, water and soap speeds this up.

Acetate. Our hair claws and clips are made from cellulose acetate, a plant-based material best known for spectacle frames. It is strong, flexible and hypoallergenic.

Skin reactions

If a finger turns green when wearing gold-plated or silver-plated brass, it is not an allergic reaction. It happens when the plating wears down and the copper in the brass touches the skin, or if your skin pH is high.

If your earlobe or the hook of an earring turns black, this is also a natural reaction, most common in newly pierced ears or with high skin pH. Keep earrings in newly pierced ears until they have fully healed, which takes around two years.

Repairs

Hoops such as the Rainy Hoop are made of sterling silver, which is soft. With regular use, they can lose their shape. If the rod moves down slightly and prevents the earring from closing, lift it gently with your little finger, or bring it to Pico's workshop on Grønnegade.

If a chain breaks, we can often reassemble it with silver or double wire. If it has been pulled too hard, the joints may be too porous to hold, and the workshop will let you know.

Oxidation is part of normal wear, not grounds for a complaint. Pico does not accept liability for lost items, broken teeth on hair clips, or clips that have been crushed or dropped. For our knitwear, small pulls, pilling or loose threads may occur; please handle it carefully.

Please contact a Pico store or our webshop if you notice any issue that needs attention.

Pico ApS

Svanemøllevej 58, 2900 Hellerup, Denmark

info@picocopenhagen.com