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.
Absolutely awful customer service!
Absolutely awful customer service!! Ordered a ring and it didn’t fit so I returned it in exchange for a gift card. The package arrived yet there was no update on the portal and the customer service is no help as it is AI bot. I have been waiting a while for a response which baffles me since the package has been returned and there is proof of this so why there is no issuance of my gift card? I know based off the other reviews this a common practice and they will respond now with a generic response that is automated. It has been beyond frustrating, I hope I can just get my gift card and be done with this brand. It really seems like a scam, since so many people have had issues with returns.
11 February 2026
Unprompted review
Reply from CAINTÈ
Hi Isabella,
I’m really sorry to read your review. I completely understand how frustrating this must have felt, especially when you could see that your return had been delivered but didn’t receive an update.
We’ve taken this very seriously and have thoroughly searched our system to locate your case so we could resolve it as quickly as possible. However, as we only have your name and country from Trustpilot and have not been able to match that information to any order, and since we haven’t received any additional details despite requesting them, we’ve unfortunately been unable to identify your return.
We absolutely want to help and make this right, but without being able to match your case, we’re unfortunately unable to take action.
Please feel very welcome to reach out to us directly with your order number or the email used for your purchase, and we will prioritize your case immediately.
We’re here and ready to help.
Kind regards,
Annika from CAINTÈ
Beautiful Jewelry & Incredible Service
I recently ordered jewelry from Cainté and unfortunately missed the pickup email, which meant my package was returned.
Annika from the Cainté team was incredibly kind and helpful. She responded quickly and arranged for my order to be reshipped free of charge. I truly appreciate her understanding and excellent service.
Thank you, Annika, for going above and beyond! This level of customer care makes a real difference. I will definitely order from Cainté again and highly recommend them.
11 February 2026
Unprompted review
Reply from CAINTÈ
Hej Julie,
Thank you so much for the 5 beautiful stars and for taking the time to share such a lovely review.
We’re truly happy we could help get everything sorted for you, and I’ll make sure to pass your kind words on to Annika. She will be so happy to read this.
Thank you again for your trust, your recommendation, and for choosing CAINTÈ. We look forward to welcoming you back again soon.
Have a lovely weekend.
Warm regards,
Sarah Stefanie
Very good client service.
9 February 2026
Unprompted review
Reply from CAINTÈ
Hei Rob,
Thank you so much for the 5 beautiful stars and for your kind review.
We’re very happy to hear that you had a great experience with our customer service. Your feedback truly means a lot to us.
Have a lovely weekend.
Warm regards,
Sarah Stefanie
Everything was great
Everything was great.
I had an issue with my watch and they replaced it for a new one.
Special mention to Annika who was super helpful during the process!
7 February 2026
Unprompted review
Reply from CAINTÈ
Hei Ander,
Thank you so much for the 5 stars, we truly appreciate it! ⭐️
We’re really happy to hear everything was great, and that we could quickly help by replacing your watch with a new one.
A special thank you as well for mentioning Annika, she’ll be so happy to hear your kind words.
Warm regards,
Sarah from CAINTÈ
Very quick and responsive customer service
My chain broke like first week. I was so sad I reached out to customer service and they said send a pic of it, which I did. Before I could follow up they shipped out my current chain that hasn't left my neck in at least a year. Extemely happy with their product and customer service. The service rep over email couldn't be more helpful, responsive and understanding! Very nice
11 March 2025
Unprompted review
Reply from CAINTÈ
Hei Spencer,
Thank you so much for the 5-star review! ⭐️
We’re really sorry your chain broke in the first week, but we’re so happy to hear our customer service team was able to help quickly and get a replacement sent out right away.
It truly means a lot to hear that your new chain has been with you ever since, and that you felt supported throughout the process. I’ll also make sure your kind words are shared with the team, they’ll be so happy to hear it.
Warm regards,
Sarah from CAINTÈ
AVOID AT ALL COSTS!
Still looking to return an item from 2 weeks ago and they stop responding when you want a refund. AVOID!
22 January 2026
Unprompted review
Reply from CAINTÈ
Hei Beck,
Thank you for your review. We’re really sorry to hear about your experience and understand how frustrating it is to feel stuck when trying to arrange a return or refund.
We’ve tried to look into this, but we’re unfortunately unable to identify your case based on the information shown here on Trustpilot. To be able to help you properly, we’ll need a bit more detail, such as the email address used for your order or your order number.
Please rest assured that we do want to assist you and review your return request. As soon as we receive the necessary information, we’ll look into this straight away and follow up with you directly.
Warm regards,
Sarah from CAINTÈ
Outstanding customer service!
Bought a ring for my boyfriend as a Christmas present, which he unfortunately did not like. Even though the time limit of a return had passed, Annika over on customer service was quick to help me out and secure an exchange for a different ring. I was met with patience and compassion throughout the correspondence even when I was slow to reply. It is by far the most helpful and accommodating customer service I have experienced, and Annika really went above and beyond!
10/10 recommend and I hope that Annika receives a raise, a cake or a couple of beers at the next after work. Preferably all of them!
3 February 2026
Unprompted review
Reply from CAINTÈ
Hei Rebecca,
Wow, thank you so much for this amazing 5-star review! ⭐️
We’re so happy to hear that we could help you with the exchange, and it truly means a lot that you felt supported throughout the whole process. Your kind words about Annika are absolutely wonderful, she really does go above and beyond, and we’ll make sure she sees this.
And honestly… we love your suggestion. A raise, a cake, and a couple of beers sounds like the perfect after work combo!
Thank you again for choosing CAINTÈ, and for the 10/10 recommendation.
Warm regards,
Sarah from CAINTÈ
Be careful they don’t accept returns
Be careful they don’t accept returns. Bought a few gifts weeks before Christmas; tried to return two of them after Christmas but it is impossible. Only an email robot answers you, and they promise you to help.
6 January 2026
Unprompted review
Reply from CAINTÈ
Hei Margot,
Thank you for your review. We’re truly sorry for the frustration you experienced when trying to arrange a return after Christmas. This is definitely not the experience we normally want to give our customers.
We can confirm that your case has now been handled by our customer support team, and a return label has been sent to you so you can return the items.
If you need any further help during the return process, please reply directly to the existing email thread and we’ll be happy to assist you.
Warm regards,
Sarah from CAINTÈ
They have ignored emails about…exchanging a product
They have ignored emails about exchanging a ring. It’s nearly been a month and all I get are automated replies. I understand post Christmas is a busy time but a month
14 January 2026
Unprompted review
Reply from CAINTÈ
Hi,
Thank you for your review.
I’ve genuinely tried everything on my side to locate your case, but unfortunately I’m not able to find anything based on the information available here. I also reached out previously here on Trustpilot asking for more details, but didn’t receive a reply, which makes it difficult for me to identify your order.
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 with your order number or email, or send us an email directly, and we’ll take care of it for you right away.
Kind regards
Annika from CAINTÉ
I also had a very bad experience with…
I also had a very bad experience with them and I’m extremely disappointed. I purchased an item from them in October and returned it in November because I wasn’t satisfied with the purchase, especially considering they charge a extra return fee. Since then, I’ve received no updates and no refund at all.
I sent countless emails. At first, they replied saying there was a delay in processing returns due to a busy period, and then they completely stopped responding. I followed up throughout the entire month of December and January, eventually the tracking number no longer appears in their system. The worst part is that the last time they replied, they claimed they had never received or processed my return.
Never again. And judging by the reviews on this platform, I’m clearly not the only one. This feels like a complete scam.
26 November 2025
Unprompted review
Reply from CAINTÈ
Hei Vanessa,
Thank you for sharing your experience. We’re truly sorry to hear how frustrating and disappointing this situation has been for you, especially given how long you’ve been waiting for a resolution.
We’ve tried to look into this, but unfortunately we’re unable to locate your return or order based only on the information shown here on Trustpilot. That’s why we’ve requested some additional details, such as the email address used for the order, the order number, or the return tracking number, so we can properly investigate what happened.
Please rest assured that we genuinely want to review your case and clarify the situation around the returned item and refund. As soon as we receive the requested information, we will look into this as a priority and follow up with you directly.
Warm regards,
Sarah from CAINTÈ
⭐ 1 star
⭐ 1 star – No delivery & no communication
I purchased a Cainte watch that I had much trouble with for same reasons lack of communication difficulty in returns and overall poor care and later ordered and paid form additional links on 12 January because the original watch was too small. I was advised at checkout that the extra links would be delivered within 3–5 business days.
Several weeks later, the links have still not been delivered, there is no updated tracking information, and multiple emails have gone unanswered, including a clearly marked final notice.
At this stage, the issue is not just the delay but the complete lack of communication. I have made repeated attempts to resolve this directly and received no response.
I am now in the process of escalating the matter through my payment provider due to non-delivery of goods. This is extremely disappointing, especially for what appears to be a premium brand.
I would advise others to proceed with caution.
2 February 2026
Unprompted review
Reply from CAINTÈ
Hei Georgia,
Thank you for your review. We’re truly sorry for the frustration this situation has caused, and we completely understand your disappointment, especially after being quoted a 3–5 business day delivery timeframe.
We can confirm that your case has been handled by our customer support team, and we can also see that your package is scheduled to be delivered today, the 10th of February.
UPS tracking: 1Z76W66E6801332959
That said, we sincerely apologise for the delay and for the lack of communication along the way. This is not the experience we want to provide, and we fully understand why you felt forced to escalate the matter.
If anything is still missing once the delivery arrives, please reply directly to the existing email thread and we will assist you immediately.
Warm regards,
Sarah from CAINTÈ
No returns !!!
Been emailing them for weeks, looking for a return solution and return adres. But no reply.
Disgraceful!
1 February 2026
Unprompted review
Reply from CAINTÈ
Hej Tommy,
Thank you for your review. We’re really sorry to hear about your experience and understand how frustrating this must have been.
We can see that one of our customer support team members has been handling your case. That said, we sincerely apologise for the delays in communication you experienced while trying to arrange a return, as this is not the experience we want for our customers.
If there is anything still unresolved or if you need further assistance, we kindly ask you to reply directly to the existing email thread so we can help you as quickly as possible.
Warm regards,
Sarah from CAINTÈ
No refund
I returned my order over a month ago. The company has confirmed receipt, and I can also see that the package arrived at their warehouse on December 22. Despite this, I have still not received my refund, even though I also paid for the return shipping label.
Initially, I was informed that the refund could take up to 15 business days. When that time passed without any update, I contacted customer service again and was told that my case had been forwarded to a “special team.” After that, they stopped responding to my emails entirely. When I reached out again, the exact same thing happened.
I keep receiving the same generic responses about my case being escalated, but no actual assistance and no refund. This is completely unacceptable. The company has received the returned item and owes me the money for order #121097.
Very disappointed with the handling of this case and the lack of communication.
29 January 2026
Unprompted review
Reply from CAINTÈ
Hi Sabrina,
Thank you for taking the time to explain your situation so clearly and for including your order number.
We completely understand why this has been unacceptable from your point of view. Returning your order, seeing clear confirmation that it arrived at our warehouse on December 22, paying for the return shipping yourself, and then still waiting over a month for your refund would frustrate anyone. Being told repeatedly that your case was “escalated” and then receiving no further communication understandably makes it feel like nothing is actually being done.
We’re truly sorry that this has been your experience. We are currently dealing with significant technical difficulties that have created a very large backlog of return and refund cases. All cases are being handled manually and one by one in the order they were received, which has unfortunately caused delays far beyond what anyone should have to accept.
Please know that your return has not been ignored, and your refund for order #121097 is still in our system. A real member of our team will get back to you as soon as possible to move this forward.
Thank you for your patience, and again, we’re very sorry for the frustration and disappointment this has caused.
Kind regards,
Annika
No return possible !
I ordered a bracelet which I wanted to return. However, I never received a return label — only a discount code, which is not an acceptable replacement for a refund. Since then, my emails have been completely ignored. The only place where the company responds is on Trustpilot, but without actually resolving the issue.
As a result, I am unable to return the item and am now stuck with a loss of €80. This is extremely frustrating and unprofessional. I strongly advise against ordering from this shop if you expect fair customer service or a functioning return process.
1 December 2025
Unprompted review
Reply from CAINTÈ
Hi Isabelle,
Thank you for explaining your situation so clearly.
We completely understand why this has been so frustrating for you. Wanting to return a bracelet, never receiving a return label, and being offered a discount code instead of a refund is not what you should expect, especially when your emails then go unanswered. Being left with an item you don’t want and feeling stuck with the cost is understandably upsetting.
We’re truly sorry that this has been your experience. We are currently dealing with significant technical difficulties, which has resulted in a very large backlog of return-related emails. All requests are being handled manually and one by one in the order they were received, and we know this has caused long delays and poor communication.
Please know that your request hasn’t been ignored. A real member of our team will get back to you as soon as possible to help you move forward with your return and refund.
Thank you for sharing your experience and we’re very sorry for the frustration this has caused.
Kind regards,
Annika
Scam! Avoid this company!
I requested a refund almost 2 months ago. It took numerous emails to finally receive a return label (paid by the customer). However, despite the DHL tracking clearly showing successful delivery, they say their warehouse has no record of the returned jewelry, and they haven't processed my refund.
The entire process has been frustrating – mainly automated template emails stating refunds would be processed within 15 working days from the day the return arrives, but they refuse to acknowledge receipt.
Customer support stopped responding after I asked them to double-check the DHL tracking information.
Horrible customer experience and the refund process.
CAINTÈ does not honor its stated return policy! Avoid this company!
8 December 2025
Unprompted review
Reply from CAINTÈ
Hi Yuliya,
Thank you for taking the time to explain your situation so clearly.
We completely understand why this experience has been incredibly frustrating and upsetting. Requesting a refund nearly two months ago, paying for the return label yourself, having clear DHL tracking showing the return was delivered, and then being told it hasn’t been registered by the warehouse would make anyone feel helpless and mistrustful. Being met only with automated responses and then no response at all once you provided proof, is understandably unacceptable.
We’re truly sorry that this has been your experience. At the moment, we are dealing with serious technical and system-related issues that have caused a large backlog and discrepancies between tracking confirmations and internal warehouse registrations. This does not mean your return is being ignored, but we fully understand how it feels from your side when your refund is delayed despite clear delivery proof.
All return and refund cases are currently being reviewed and handled manually, one by one, in the order they were received. We know this has caused delays far beyond what is reasonable, and we sincerely apologise for the stress and frustration this has caused you.
Please know that your case has not been dismissed, and a real member of our team will get back to you as soon as possible to clarify the status of your return and move your refund forward.
Thank you for being honest about your experience and again, we’re very sorry for how this has been handled.
Kind regards,
Annika
Scam
Impossible to return the poor quality goods. Weeks of contact but still no return label sent after being told it will be by a 'human agent' tried again and got same response. They just keep using the next excuse. Stay clear!!!! @cainte sort my refund . Its disgusting
28 January 2026
Unprompted review
Reply from CAINTÈ
Hi Nathan,
Thank you for sharing how this experience has felt for you.
We completely understand why this situation has left you angry and upset. Being told multiple times that a return label would be sent by a human agent, waiting weeks, and still not receiving anything would make anyone feel misled and ignored, especially when all you’re trying to do is return an item and get your refund.
We’re truly sorry for how this has unfolded. We are currently dealing with significant technical difficulties, which has resulted in a very large backlog of return requests and emails. Every case is being handled manually and one by one in the order they were received. We know this has caused repeated delays and mixed messages, and we understand why that has been incredibly frustrating.
Please know that your request has not been forgotten. A real member of our team will get back to you as soon as possible to help move your return and refund forward.
We’re very sorry for the inconvenience and frustration this has caused.
Kind regards,
Annika
Not a bad experience
UPDATE- Cainte got back to me and resolved my issue. They apologised for the delay. All is well.
I’ve been trying to return my item to them for weeks and have sent multiple emails. I did receive one email back saying that I would receive a payment link (as I have to cover return costs) however I’ve had nothing since.
I can see that most of their negative reviews are based on their lack of response for customer returns.
Cainte, please respond to me. It’s such a simple return request!
*2 stars as the item is nice quality.
26 January 2026
Unprompted review
Reply from CAINTÈ
Hi Dan,
Thank you for taking the time to share your experience.
We completely understand why this has been so frustrating for you. Wanting to make a simple return, being told you’d receive a payment link for the return costs, and then hearing nothing afterward would make anyone feel stuck, especially when you can see others struggling with similar issues.
We’re really sorry this has been your experience. We’re currently dealing with significant technical difficulties that have resulted in a very large number of return-related emails. Every request is being handled manually and one by one in the order they were received, which has unfortunately caused these delays.
Please know that your request hasn’t been ignored, and a real member of our team will get back to you as soon as possible so you can move forward with your return.
Thank you for your patience, and we appreciate you still noting the quality of the item despite the frustration.
Kind regards,
Annika
Can’t return
I ordered a ring from this company as a Christmas present. The item arrived slightly later than the stated time frame but still in time for Christmas. The ring is as shown on the website and a lovely, good quality piece. However the size is wrong. I emailed to start the return process on December 28th and still, almost one month later have not been able to return the item. To their credit I was offered a voucher as a means of apology, I had intended to repurchase the item in the correct size but now I am very hesitant. If this is how a simple return is dealt with I am very skeptical that any issues falling under the warranty would be resolved at all.
28 December 2025
Unprompted review
Reply from CAINTÈ
Hi LO
Thank you so much for taking the time to share your experience.
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
Customer service nightmare
Ordered a chain for Christmas. Received it and it was more cheaply made than expected. Initiated a return with the company. Never heard back - reported fraud with my credit card, they immediately responded and offered a $30 credit. Opted out of the credit. Requested a label for return, and the company denied. the company is making me pay for the return after a month of trying to return the product. Horrible customer service, would not recommend the products for quality or experience. Will never order here again or recommend to family or friends.
25 January 2026
Unprompted review
Reply from CAINTÈ
Hi Mel,
Thank you for your review.
We’re truly sorry to hear about your experience with us.
We’ve taken this very seriously and have tried to locate your case in our system so we could investigate and resolve it properly. Unfortunately, as we only have limited information from your review and have not received any additional details despite requesting them, we have not been able to identify your order.
We would also like to clarify that the €30 credit mentioned was not intended as a replacement for handling your return, but rather a small gesture for customers who experienced longer response times during a period where we had an unusually high volume of inquiries. We’re very sorry if this came across differently.
That said, we are now fully back on track, and it is very important to us to make sure every customer feels properly helped.
We would really like the opportunity to resolve this for you. Please feel free to reach out to us with your order number or the email used for your purchase, and we will make sure to handle your case right away 😊
Kind regards,
Annika from CAINTÉ
Poor returns service!
I have been trying to get a returns label for my daughters Christmas present since the end of December and after a few bot chats they said they couldn’t find my order so I provided them with the info they requested but since then I’ve heard nothing! It’s been nearly a month now and they do not respond to my emails? I have sent screen shots of my order with all my details and still nothing…very bad customer service!
1 January 2026
Unprompted review
Reply from CAINTÈ
Hi Lisa,
Thank you for taking the time to explain what you’ve been dealing with.
We completely understand how frustrating this must be for you. Trying to return your daughter’s Christmas present, being asked for order details, sending screenshots with all the information, and then hearing nothing for weeks would make anyone feel ignored and stuck. When you’ve done everything that was asked of you and still don’t get a response, it’s incredibly disappointing.
We’re truly sorry for how this has been handled. We are currently experiencing major difficulties with our support system, which has resulted in a very large backlog of emails and return requests. Every message is being answered manually, one by one, in the order they were received, and we know this has caused much longer waiting times than it should.
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 the return.
Thank you for your patience, and again, we’re very sorry for the frustration this has caused.
Kind regards,
Annika
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