My parcel was lost in transit so the company did its best to remedy the situation as quickly as possible. Very good customer service. They gave me a great offer of a full refund plus a £30 voucher o... See more
Company replied
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
At first my order went missing by their courier and unfortunately weren’t receiving clear updates from Caintè. However after some frustration Sebastian reached out and explained the situation, he was... See more
Sarah was fantastic and rectified my issues quickly and efficiently. After initially being declined an exchange for a faulty product I raised my concern and Sarah took over and helped me to achieve a... See more
Company replied
10/10 service, a special shoutout to Lisa who handled my specific case. I’d ordered a lace necklace for my birthday and accidentally broke it while trying to shorten it (removing the extender chain)... See more
Company replied
Company details
Written by the company
Premium watches & jewelry. Copenhagen based.
Contact info
Hindegade 6, 1303, København K, Denmark
- info@cainte.com
- cainte.com
3.8
Great
4K reviews
Replied to 97% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I ordered two necklaces as a gift on…
I ordered two necklaces as a gift on December 25th. I received no updates until I reached out myself and was told the order was “being processed.” I had to follow up two more times, only to receive the same vague response.
Now it has been over a month, and my last four emails have been completely ignored. There is no phone number to call and no way to get real support.
I am out hundreds of dollars and have had to dispute the charges in hopes of getting my money back. This has been an incredibly frustrating and disappointing experience.
January 23, 2026
Unprompted review
Reply from CAINTÈ
Hi,
Thank you for taking the time to explain your situation.
I'm truly sorry for the experience you had with us. You had reached out to us during a period where we experienced an unusually high volume of inquiries, which unfortunately led to longer response times than normal. That said, this is not the level of service we aim to provide, and we are now fully back on track and responding much faster again.
I’ve genuinely tried everything on my side to locate your order and previous communication, but unfortunately I’m not able to find anything based on the information available here. I also haven’t received any follow-up with additional details after requesting them here on Trustpilot, which makes it difficult for me to identify your case.
If you do have an order with us and this reflects your experience, I would really like to help you get this resolved as quickly as possible 😊
Please feel free to reply here with your order number or email, or contact us directly, and I will personally take care of your case right away.
Kind regards
Annika from CAINTÉ
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⭐️ 1 star – Terrible experience, no delivery, no support
I ordered jewelry from Cainte well in advance for my girlfriend’s birthday because the website promised 2-day delivery. I ordered on January 10th, expecting it by the 12th.
After ordering, I heard nothing for days. No tracking number, no updates. Customer service was basically ghosting me. Only after repeatedly chasing did I finally receive some kind of reference number — which I hadn’t been given initially.
Then, completely out of nowhere, I received an email from CTT/DHL saying a package was on its way and later marked as “entregado” (delivered) on January 22nd — 12 days later, not 2.
The problem?
The package does not exist.
On January 23rd, I went to pick it up and was told there is nothing under my name. No parcel. Nothing. Yet the system claims it was delivered.
So now I’m left with:
• No product
• No present for my girlfriend
• No meaningful response from customer service
• And a delivery status that appears to be false
This is an absolute shameful way to treat customers — zero communication, misleading delivery information, and no accountability. At this point, I just want my money back.
I would not recommend Cainte to anyone. If you’re ordering for a special occasion, be warned: you may end up empty-handed and ignored.
January 23, 2026
Unprompted review
Reply from CAINTÈ
Hi Daniel,
Thank you for taking the time to explain everything so clearly.
We completely understand how upsetting and disappointing this situation has been for you. Ordering a gift in advance for your girlfriend’s birthday, trusting the promised delivery timeframe, and then being left without the product, without clear updates, and with a delivery status that doesn’t reflect reality is incredibly frustrating. When it’s tied to a special occasion, the disappointment is even greater.
We understand why receiving a “delivered” status for a parcel that you were told does not exist feels confusing and unacceptable. Being forced to chase information, only to end up with no product and no clear answers, is not the experience you should have.
We’re truly sorry for how this has unfolded. At the moment, we are dealing with significant technical difficulties that have resulted in a very large backlog of cases, and all emails and delivery issues are being handled one by one in the order they were received. We know this does not undo the frustration you’ve already experienced, but please know your case has not been ignored.
A real member of our team will get back to you as soon as possible to help resolve this properly, including ensuring you receive a refund if the parcel cannot be located.
Thank you for being honest about your experience. We understand why this has affected your trust, and we’re very sorry for the stress and disappointment this has caused.
Kind regards,
Annika
It's been over a month since I've been waiting for Cainte to send me a return label.
I requested a return at the end of December because the ring I received was too big. It's now January 22nd and I still haven't received the return label despite my numerous follow-up emails.
January 22, 2026
Unprompted review
Reply from CAINTÈ
Hi Ivan,
Thank you for taking the time to explain what’s been happening.
We completely understand how frustrating this has been for you. Requesting a return at the end of December because the ring didn’t fit, sending several follow-up emails, and still not receiving a return label more than a month later would make anyone feel ignored and stuck. When sizing is the issue, the process should be simple, and we’re really sorry that it hasn’t been.
We are currently facing significant difficulties with our support system, which has resulted in a very large backlog of return requests. Every email is being answered one by one in the order it was received, and we sincerely apologise for how long this has taken.
Please know that your case has not been forgotten. A real member of our team will get back to you as soon as possible to provide your return label and help you move forward with your return.
Thank you for your patience, and again, we’re very sorry for the frustration this has caused.
Kind regards,
Annika
NOT LETTING ME RETURN MY ITEM!!!
I ordered four rings from Cainte to try different sizes, but unfortunately the sizing was not accurate and none of the rings fit. Since receiving the order, I have repeatedly contacted Cainte to request a refund and return label.
It has now been almost a month, and every email I’ve sent has been completely ignored. I spent £260, and I’m left with rings I can’t wear and no response from customer service.
This experience has been extremely disappointing, especially due to the lack of communication. Please can you provide my return label so I can send the items back and receive my refund!!!
December 28, 2025
Unprompted review
Reply from CAINTÈ
Hi Bethany,
Thank you for taking the time to explain what you’ve been dealing with.
We completely understand how upsetting this must be for you. Ordering multiple rings to find the right size, spending a significant amount of money, and then being unable to return any of them despite reaching out several times would leave anyone feeling frustrated and stuck. When you’re simply asking for a return label and don’t receive any response, it can feel incredibly unfair.
We’re truly sorry for how this has been handled so far. We are currently facing major difficulties with our support system, which has created a very large backlog of emails. Every request is being answered one by one in the order it was received, and we sincerely apologise for how long this has taken.
Please know that your case has not been ignored, and a real member of our team will get back to you as soon as possible to provide your return label and help move your refund forward.
Thank you for your patience, and again, we’re very sorry for the frustration this has caused.
Kind regards,
Annika
Poor quality and worse customer service.
Bought a ring as a gift for my wife's birthday. Within a month of wearing the ring it has started to lose jewels. Contacted CAINTÈ and their first response was this needs to be escalated to a specialist team as isn't covered under the life time warranty. That was the last I heard and I have emailed for updates but all emails have been ignored.
Terrible customer service and it would appear the lifetime warranty is a gimmick.
I'd avoid if you can.
November 13, 2025
Unprompted review
Reply from CAINTÈ
Hi James,
Thank you for taking the time to share your experience with us.
We want to reassure you that issues like this are of course covered by our lifetime warranty. Jewellery should not lose stones after such a short time, and we absolutely want to fix this for you.
You reached out to us during a period where we unfortunately experienced an unusually high volume of inquiries alongside internal system issues, which caused delays in our responses. That said, this is not the level of service we aim to provide, and we sincerely apologise for the frustration this caused.
We can see that your case has since been handled, your warranty claim was processed, and a solution has been provided. We’re really glad we were able to resolve this for you in the end.
Thank you for your patience 😊
Kind regards,
Annika
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Very disappointing experience with Caint
Very disappointing experience with Caint.
I have been waiting over a month for my return to be processed and for a large refund to be paid back. I followed all instructions correctly and even paid for the return shipment myself. At first, I was in contact with an employee via email who was supposed to assist me, but after that, communication completely stopped.
Whenever I leave a review, I only receive a generic response saying there are “customer service issues,” but this situation has been going on for weeks now. There is no clear update, no solution, and no communication.
What makes this even more concerning is that on Instagram, customer comments are being deleted when people speak up about not receiving their refunds. This does not feel transparent or trustworthy at all.
Until returns and refunds are handled properly, I cannot recommend this company.
January 22, 2026
Unprompted review
Reply from CAINTÈ
Hi Rani,
We’re truly sorry for how long this has taken, and we completely understand how frustrating this must feel for you.
We are currently experiencing major difficulties with our support system, which has caused a very large backlog of emails and cases. Because of this, responses are taking much longer than they should, and we sincerely apologise for the inconvenience this has caused.
Please know that your message has not been ignored. We are answering every single email one by one in the order they were received, and a real member of our team will get back to you as soon as possible.
We truly appreciate your patience and are very sorry for the stress this situation has caused.
Kind regards,
Annika
I absolutely do not recommend this…
I absolutely do not recommend this shop. They have not replied for almost a month, which makes it impossible to return the item. There are several negative comments on Instagram as well. The ring is poor quality and looks different from what was shown on the website. I have sent around five emails and am still waiting for a response so I can return the item.
January 21, 2026
Unprompted review
Reply from CAINTÈ
Hi Maya,
Thank you for sharing your experience with us.
We completely understand why this situation has been so disappointing for you. Trying to return an item, sending several emails, and still not receiving a response for almost a month would make anyone feel ignored and stuck. When the product also doesn’t look or feel like what was shown on the website, it only adds to the frustration.
At the moment, we are dealing with a very large number of return requests due to technical issues, and all cases are handled one by one in the order they are received. We know this has caused much longer waiting times than anyone should have to experience, and we’re truly sorry for the inconvenience and stress this has caused you.
Thank you for being honest about your experience and for taking the time to share how this has felt from your side.
Kind regards,
Annika
I purchased a ring and returned it…
I purchased a ring and returned it within the stated returns policy (I also paid for the return shipping). I’ve been told the return has been received, but my refund still hasn’t been processed nearly 7 weeks later.
Customer service hasn’t been helpful, I’m only receiving automated emails mentioning “delays” with refunds and no actual update.
Could someone please provide a definite date for my refund? This is extremely frustrating.
December 1, 2025
Unprompted review
Reply from CAINTÈ
Hi,
Thank you for sharing your experience with us.
We completely understand how frustrating this situation has been for you. Returning your ring within the policy, paying for the return shipping, being told the item was received, and then still waiting nearly seven weeks for your refund would make anyone feel ignored and let down. When the only replies you receive are automated messages without real updates, it can feel like nothing is moving forward.
At the moment, we are dealing with a very large number of return cases due to technical issues, and refunds are being processed one by one in the order they were received. We know this has caused much longer waiting times than anyone should have to experience, and we’re truly sorry for the inconvenience and frustration this has caused you.
We understand why you’re asking for clarity, and we appreciate your patience while our team works through the backlog.
Kind regards,
Sarah
This is a US based company!! Misleading customers and issues with returns
This is a US based company. Do NOT buy from them. Any returns have to be done to the USA at the customers expense (€20). Extremely misleading to have on your website that this is a Danish company. Facing difficulties posting to the US from Europe and not sure if they can post back due to this company not having a contact number. Absolutely disgraceful to be so misleading
January 20, 2026
Unprompted review
Reply from CAINTÈ
Hi Lucy,
Thank you for sharing your concerns.
We completely understand why this situation felt confusing and frustrating for you. When return information isn’t clear and you’re facing unexpected costs or international shipping, it can easily feel misleading.
We want to clarify that CAINTÈ is a Danish company, with warehouses located in Denmark, the US, and the UK. Returns are not required to be sent to the US from Europe, and the return label cost is normally a maximum of $8. It sounds like something went wrong in your case, and we’re really sorry for the confusion this caused.
We’d truly like to help you sort this out properly. If you reach out to our customer service team, we’ll make sure your case is reviewed and handled correctly.
We’re currently working through a high number of emails due to technical issues, and all requests are answered in chronological order. Thank you for your patience.
Kind regards,
Annika
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Return process from hell
Gosh where do I start. I saw an ad on fb and decided to buy a necklace. This company clearly prioritises ad spend over actual service. After requesting a return it took me about 2 weeks to actually be able to send the item due to having to email multiple times to get the required documentation to actually return (and each time you email they take about 3 days to respond). I can see on UPS they recieved my return on 15th of dec, I’ve emailed but no response and no refund. Mainly writing this review so someone will see it and escalate my case. Honestly will never buy from them again.
January 20, 2026
Unprompted review
Reply from CAINTÈ
Hi Maya
Thank you for your feedback.
I'm truly sorry for the experience you had with up. You had reached out to us during a period where we experienced an unusually high volume of inquiries, which unfortunately led to longer response times than normal. That said, this is not the level of service we aim to provide, and we are now fully back on track and responding much faster again.
I’ve genuinely tried everything on my side to locate your order and previous communication, but unfortunately I’m not able to find anything based on the information available here. I also haven’t received any follow-up with additional details after requesting them here on Trustpilot, which makes it difficult for me to identify your case.
If you do have an order with us and this reflects your experience, I would really like to help you get this resolved as quickly as possible 😊
Please feel free to reply here with your order number or email, or contact us directly, and I will personally take care of your case right away.
Kind regards
Annika from CAINTÉ
No refund despite confirmed return
I returned my order more than a month ago. The return was successfully delivered and confirmed by tracking. Despite clear proof, no refund has been issued.
Customer service is largely unresponsive and has not resolved the issue despite multiple follow-ups. The legally required refund period under EU consumer law has been clearly exceeded.
I strongly advise against ordering from this company, especially if you may need to return an item.
January 19, 2026
Unprompted review
Reply from CAINTÈ
Hi Noemi,
Thank you for sharing your experience with us.
We completely understand why this situation has been so frustrating and disappointing for you. Returning your order, seeing that it was delivered and confirmed by tracking, and then still not receiving your refund more than a month later would make anyone feel ignored and let down. When you’ve followed the correct process and still don’t see a resolution, it’s understandable that your trust is affected.
At the moment, we are dealing with a very large number of return cases due to technical issues, and refunds are being processed one by one in the order they were received. We know this has caused much longer waiting times than anyone should have to experience, and we’re truly sorry for the inconvenience and uncertainty this has caused you.
Thank you for taking the time to share how this has felt from your side.
Kind regards,
Annika
Absolutely appalling customer service…
Absolutely appalling customer service from Caintè. I bought a ring in the black Friday sale as a Christmas present for my partner with the guarantee that I could return it up to the 20th January.
I've emailed Caintè on five separate occasions with no response and I've now passed the return window. Each of my emails was responded to by a bot which told me that the return window had passed and I would be referred to a human agent. A company which charges over £80 for a simple gold plated ring should absolutely have better customer service - the return window has now passed and I'm unable to get my money back. Severely disappointed, completely ignored and for a ring which looks like it's from shein.
Do not buy from here, do not expect good service.
January 19, 2026
Unprompted review
Reply from CAINTÈ
Hi Charlotte,
Thank you for taking the time to explain what you’ve been through.
We completely understand why this experience has left you feeling disappointed and let down. Buying a ring as a Christmas gift, being told you could return it until January 20th, and then not receiving proper support when you tried to do exactly that would frustrate anyone. When your messages are only met with automated replies and the return window passes, it can easily feel like you’ve been ignored.
We want to reassure you that even though the return deadline has now passed, you will still be able to return your item and receive your money back. Any delays on our side will of course not affect your right to a refund.
At the moment, we are dealing with a very large number of return requests due to technical issues, and all cases are handled one by one in the order they are received. We know this has caused much longer waiting times than anyone should have to experience, and we’re truly sorry for the frustration this has caused you.
Thank you for being honest about your experience and for sharing how this has felt from your side.
Kind regards,
Annika
CAINTÉ’s warranty process
I was disappointed with my recent experience with CAINTÉ’s warranty process. When contacting support about a broken item, I was informed that I would need to cover the return shipping myself, even though the issue was due to a defect.
While I understand that brands have different policies, I find it unreasonable for customers to pay out of pocket in a warranty situation where the product is faulty. This adds unnecessary friction to what should be a straightforward and customer-friendly process.
The communication itself was polite and clear, but the overall policy feels more focused on protecting the company than supporting the customer. I expected a prepaid return label or at least an option for shipping reimbursement once the item was inspected.
Overall, this experience has made me hesitant to recommend the brand, as after-sales service and warranty handling are just as important as product quality.
January 19, 2026
Unprompted review
Reply from CAINTÈ
Hi Silje,
Thank you for your review, we truly appreciate you taking the time to share your experience.
We completely understand your concern, and you are absolutely right that in warranty cases like this, customers should not have to cover return shipping.
We’re very sorry for the initial confusion you experienced. Shortly after, we followed up directly via email to clarify that we would of course cover the return and handle everything for you. Unfortunately, we haven’t heard back since then.
We would still very much like to help resolve this for you as quickly and smoothly as possible. If you’re open to it, please feel free to reply to our email - we’re ready to take care of everything right away.
Kind regards,
Annika from CAINTÉ
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very long waiting time for refunds
I have been waiting for my refund since 27.11.2025. If you are unsure about sizing or not completely certain this jewelry is right for you, I would recommend saving your money and purchasing it elsewhere due to the very long waiting time for refunds.
November 27, 2025
Unprompted review
Reply from CAINTÈ
Hi Heiða,
Thank you for sharing your experience with us.
We completely understand why this long waiting time has been frustrating for you. When you return an item and then have to wait weeks for your refund, it can make the whole experience feel disappointing and stressful, especially if you were already unsure about the sizing or the product.
At the moment, we are dealing with a very large number of return requests due to technical issues, and all cases are being handled one by one in the order they were received. We know this has caused much longer waiting times than anyone should have to experience, and we’re truly sorry for the inconvenience this has caused you.
Thank you for your patience and for being honest about how this experience has felt.
Kind regards,
Annika
Awful customer service for returns
I simply want to return and item that is shoddy quality and I am being ignored by the customer service team. They promised to send a link for return (at my cost of €8) at the beginning of January. I still have nothing. I just want my money back!
January 18, 2026
Unprompted review
Reply from CAINTÈ
Hi Danielle,
Thank you for sharing how this situation has felt for you.
We completely understand why this has been so frustrating. Wanting to return an item because of poor quality, being told you would receive a return link, paying for the label yourself, and then still not receiving anything weeks later would make anyone feel ignored and fed up. When all you want is a simple return and your money back, this kind of silence is incredibly disappointing.
At the moment, we are dealing with a very large number of return requests due to technical issues, and all cases are being handled one by one in the order they were received. We know this has caused much longer waiting times than anyone should have to experience, and we truly regret the inconvenience this has caused you.
Thank you for your patience and for being honest about how this experience has felt for you.
Kind regards,
Annika
Manglende betalingslink til returnering trods gentagne henvendelser
Har købt en julegave, som desværre skal returneres. Jeg har siden den 27/12 2025 forsøgt at få fat i et betalings link for fragt, som er påkrævet ved returnering. Den 5/1 2026 modtager jeg følgende besked:
"Thank you for your message. I understand you are waiting for the payment link for the return shipping label regarding your NIGHT RING return. Your request will be transferred to a human agent who will promptly generate and send you the payment link so you can proceed with your return. We appreciate your patience."
Det er nu den 9/1 2026, jeg har reminded dem dagligt, men har fortsat ikke modtaget noget betalingslink...
December 27, 2025
Unprompted review
Reply from CAINTÈ
Hi!
Thank you for your message, and we’re really sorry for the long wait you’ve experienced.
We completely understand how frustrating it is to still be missing the payment link for your return, especially after contacting us several times since 27/12 and receiving the message on 5/1.
We’ve recently changed our return system and have been dealing with technical issues, which has caused a much higher volume of emails than usual. Unfortunately, this has led to slower response times than we would like.
All requests are handled in the order they are received. Please note that sending multiple follow-up emails can unintentionally delay the process, as each new message is registered as a new case and placed at the back of the queue.
We truly appreciate your patience and sincerely apologise for the inconvenience this has caused.
Kind regards,
Annika
Waiting and waiting to get a return…
Waiting and waiting to get a return label that is crazy, and then they will give you a coupon to buy it again. Losing so much time.
January 15, 2026
Unprompted review
Reply from CAINTÈ
Hi Dany,
Thank you for your feedback, and we’re truly sorry for the frustration you’ve experienced.
We understand how disappointing it is to wait for a return label, especially when you just want the process to be quick and straightforward. Due to recent technical issues with our return system and a high volume of requests, response times have unfortunately been longer than usual.
All requests are handled in the order they are received, and we’re working through them as fast as possible. As an apology, we sent out the coupon to customers who have experienced longer waiting times.
We sincerely apologise for the inconvenience and appreciate your patience.
Kind regards,
Annika
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I purchased a piece of jewelry with the…
I purchased a piece of jewelry with the option to return it, as it was intended to be a Christmas gift. I would actually prefer to exchange it. The item is unused and still in its original packaging. I reached out on December 24th and received an initial response, but since then I have not heard back. Does this mean the item can no longer be exchanged or returned, even though it meets all the conditions outlined in your return policy?
Am I ghosted and money are lost?
December 24, 2025
Unprompted review
Reply from CAINTÈ
Hi Iga,
Thank you for reaching out and for explaining your situation so clearly.
We completely understand why this feels worrying especially when the item was meant as a Christmas gift, is still unused, and you followed the return process properly. Not hearing back after your initial message can easily make it feel like you’ve been forgotten, and that’s not a nice feeling at all.
The delay is not because your return or exchange is no longer valid. We’ve had some system changes and a much higher volume of requests than usual, which has slowed down our response times more than we’d like.
Your request hasn’t been ignored, and your money is not lost. We really appreciate your patience, and we’re sorry this has caused unnecessary stress.
Kind regards,
Annika
Scam
Scam, do not buy from this website.
I have been waiting for 20 days for a reply from a human assistant and I am constantly being apologised to by AI for the delays. The AI is saying I can only get the return shipping label AFTER I return the item and they inspect and approve it? Where am I supposed to send it if they refuse to provide a shipping label?
This is a complete scam, they have no phone number to call and chat support on the website is AI telling you to email them, which will result in more AI apologies. I have sent at least 15 emails regarding a return of a product, same generic "apologies for delays" automated response.
January 14, 2026
Unprompted review
Reply from CAINTÈ
Hi Tom,
Thank you for taking the time to explain what you’ve experienced.
We completely understand why this situation has felt confusing and frustrating. When you’re trying to return an item and keep receiving automated replies without clear instructions, it can easily feel like you’re being sent in circles especially when you just want to know where to send the product.
The automated messages are meant to confirm that your request has been received, but we know they don’t replace real, clear communication. We also understand how discouraging it is not having a phone number to call or a live chat option when you need quick answers.
Your return is not being ignored, and you’re not expected to send anything without proper instructions. The delays are due to system changes and a much higher volume of requests than usual, but we know that doesn’t make the process any easier on your side.
We appreciate you being honest about how this has felt, and we’re really sorry for the stress and confusion it has caused.
Kind regards,
Annika
Fast delivery and absolutely love my…
Fast delivery and absolutely love my watch
December 10, 2025
Unprompted review
Reply from CAINTÈ
Hej Oscar,
Thank you so much for the 5 stars! We’re really happy to hear that your delivery was fast and that you absolutely love your watch.
Enjoy it, and thank you for choosing CAINTÈ.
Warm regards,
Sarah from CAINTÈ
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