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FAQ


 How do I place an order?

1. By Internet with the Extranet.

To do so, you need to become a partner and create an account. Once the account is created you can add to cart and process to checkout.

2. By phone

You can call our toll-free telephone number, Monday to Friday from 9 AM to 5 PM, at  +1 866-658-3088

 3. By Email

Feel free to send an email with your selection at northamerica@pilgrim.dk.

 

About Shipping and Invoicing:

All orders placed with Pilgrim North America Inc. are invoiced and shipped from our Montreal head office located at: 101 Rue de Louvain O Suite P. Montréal, Québec Canada H2N 1A3.

Customers are invoiced within the currency of their country.

 

Cancellation Policy

We reserve the right to cancel purchases in one of the following situations occurs without accepting liability for compensation or other related expenses:

1. Your account is pass due

2. The items selected are sold out or discontinued

3. Your order is placed with the intentions of committing fraud, etc. or any connection with a criminal act of other illegal activity. 

4. An unexpected error occurs on mypilgrim.net or payment error.   

 

How long is the delivery time?

We are shipping to Canada and USA. For Europe please refer to the European Website: www.pilgrim.net

 

Orders with stock located within the Montreal, Canada Warehouse

From 1 to 3 business days for deliveries within Canada

From 4 to 7 business days for deliveries within the continental United States

 

Order with stock located in Denmark

From 10 to 15 business days for deliveries within Canada

7 to 15 business days for deliveries within the continental United States.

For more, please visit our Shipping section

 

How can I reach Customer Service?

You can call our toll-free telephone number, Monday to Friday from 9 AM to 5 PM, at  +1 866-658-3088 Our Customer Service representatives will be pleased to answer any questions you have about our products, warrantees, delivery times, your order, and more.

You can also send us an email at northamerica@pilgrim.dk and we will gladly send you an answer as soon as possible.

 

How do I pay for my order?

We accept payment by VISA and MasterCard credit cards.

 

How long will delivery take?

The average delivery time is 10 business days from the order date for products in stock and delivered by Canada Post’s regular service. Check our DELIVERY AND SHIPPING section for more information. You can also contact our Customer Service Department for more information at  +1 866-658-3088 or email us at northamerica@pilgrim.dk.

 

Warranty

Pilgrim guarantees all jewelry within 1 year of the date it was purchased (proof of purchase required) if the defect is a result of the production and/or manufacturing process.  

EXCEPTIONS: Pilgrim guarantees watches for a period of 2 year from the date of purchase (proof of purchase required). This warranty does not cover accidents, abuse, negligence or wear from normal use. Pilgrim guarantees sunglasses for a period of 1 year from the date of purchase.

For more information on this warranty, please refer to the Return Policy section.

 

My piece broke within the warranty period. How do I get a return?

Please take a picture of the broken pieces and send an email with a copy of the receipt to northamerica@pilgrim.dk.

 

How long does it take to be refunded?

Once we have received the picture of the product and the proof od purchase, it will take no more than 10 business days to obtain a refund, or billing adjustment in the case of an exchange. If the item was purchased using a credit card, the refund will be automatically credited to the same credit card account.

For more information, please refer to our Return Policy section.

 

Why are the colours of precious stones not always the same?

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!

 

Can I sleep and swim with my jewellery on?

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.

 

Why does jewellery give some people a rash?

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 them giving you 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.

 

How can I become a partner?

Please refer to How To Become A Partner.

 

Still have questions?

Contact us, we'd love to help out!

+1 866-658-3088

 

 

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