FAQ´S

What Warranties do you offer?

At MADU we offer 1-year warranty due to the high quality of the materials we use and the great hard-work that goes behind the scenes.

During this 1 year of warranty, you may send your piece back for repairs or re-cleaning if necessary. This does not include damages caused by misuse, attempted repair by third parties, modification, wear and tear and natural aging that the jewelry suffers with use, as well as errors when following the instructions for the care of the items.

In the case of this, please email our customer service email at jewelry.madu@gmail.com to schedule a jewelry cleaning appointment or to ask us questions.

You may come by the studio or send it via mail to have it re-polished and cleaned.

To which countries do you ship?

We ship internationally. If you would like to know how long the delivery will take and how much it will cost you can go ahead and see this chart with the details

How long do I have to make an exchange or return?

All pieces (except custom pieces*) are admitted for returns and exchanges if this is done within 15 days after purchase.

 

Can I cancel my order?

Once the order has shipped you cannot cancel the order, you will know this by receiving a confirmation email that the item has shipped. If you have not received this email and wish to cancel an order please email us at our customer service email jewelrymadu@gmail.com with your order number and indicate the reason for the cancellation.
 

I have placed an order but have not recieved a confirmation email

Every time you place an order, you should receive a confirmation email. If you don’t receive this, we recommend checking your spam folder. If you cannot find it there, get in touch with our customer service team at jewelrymadu@gmail.com.

How do I track my order?

You can track your order once it has shipped with the link in your shipping confirmation email.
If you haven't received a confirmation email about your shipment, but think it has already shipped please reach our customer service team at jewelrymadu@gmail.com to check the status of your piece.

 

I have recieved my order but there is an issue. What can I do?

MADU is responsible for supplying goods in perfect condition but in the event a defective item reaches you, we will be responsible for replacing the product with another in perfect condition without incurring additional cost. Please reach our customer service team at jewelrymadu@gmail.com and let us know what is the issue you are having.
 

What are the available points of sale?

Our main selling point is our studio in Madrid, which receives visits by appointment only. If you would like to make an appointment go to the visit page and fill in the form available.

You can also shop directly through our online shop or reach us through our Instagram or Facebook page.

 

I want to know more about the materials you use

You can go into our creation process page and learn more about the special materials we use and all the hard work that goes on behind the scenes.
 

I want to visit your studio, can I?

Yes! We operate by appointment only. If you would like to come into the studio to see all the pieces and try them on please reach out to our customer service team at jewelrymadu@gmail.com.

How can I know my ring size?

To facilitate knowing what size you need to purchase, please download and print this template in A4 paper. If you would like a free ring sizing at the studio please let us know by contacting us at jewelry.madu@gmail.com

What materials do you use in your jewelry?

We make sure to be as transparent and responsible as possible in our practices. Therefore, we source our metals from reliable sources that certify it is recycled (sometimes known as ECO-silver) or mined fairly.

We want to supply you with the best quality stones, so we make sure that the stones we use are certified Swarovski Zirconia stones. Swarovski Zirconia is not a synthetic diamond, but it is commonly known as a diamond imitation due to its high quality, durable, hard and optically clear synthetic crystalline substance.

 

Is your jewelry nickle free?

Yes, the sterling silver we work with is recycled and nickel free. If you would like to know more about the materials we use please go to the Creation Process Page.

Do you do custom work?

At the moment we don’t do any custom work since we are working diligently to offer you the best experiences with our pieces and the launch of new collections. But please keep your eyes open for custom work in the future! Or subscribe to our newsletter to be informed of when this happens!

Can I customize a piece I found on your website? What about a ring I found somewhere else?

Yes, you can customize it with some different colored stones we have in stock, but please reach out to our team to see the available options. At the moment we don’t make customized designs beyond changing the color of the stone in some designs. (check the item you are interested in to see if they are available for customizations directly in the product page)

We do not copy designs from other stores as it is illegal to copy other artist’s work.