Frequently Asked Questions
What guarantees do we offer?
At MADU we offer a 1 year warranty due to the high quality of the materials we use and the great work behind it.
During this one-year warranty period, you may return your piece for repair or recleaning if necessary. This does not cover damage caused by misuse, attempted repairs by third parties, modifications, natural wear and tear, or failure to follow care instructions.
In this case, please send an email to our customer service email address at info@madujoyeria.com to schedule a jewelry cleaning appointment or ask us questions.
You can bring it to the studio or mail it to have it repolished and cleaned.
Which countries do they ship to?
We ship internationally. If you'd like to know how long delivery will take and how much it will cost, you can go ahead and see the table with the details.
How long do I have to make an exchange or return?
All items (except custom items*) are eligible for returns and exchanges if made within 15 days of purchase.
Can I cancel my order?
Once your order has been shipped, you will not be able to cancel it. You will know this when you receive a shipping confirmation email. If you haven't received this email and wish to cancel an order, please email our customer service team at info@madujoyeria.com with your order number and indicate the reason for the cancellation.
I placed an order but haven't received a confirmation email
Each 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 still can't find it there, please contact our customer service team at info@madujoyeria.com .
How do I track my order?
You can track your order once it has been shipped using the link in your shipping confirmation email.
If you haven't received a confirmation email about your shipment, but believe it has already been shipped, please contact our customer service team at jewelrymadu@gmail.com to check the status of your piece.
I received my order but there's a problem. What can I do?
MADU ensures your product arrives in perfect condition. However, if you receive a defective item, we will replace it with a new one at no extra cost. Please contact our customer service team at info@madujoyeria.com and let us know what the problem is.
What are the available points of sale?
Our main point of sale is our studio in Madrid, which receives visits by appointment only. If you would like to schedule an appointment, please visit the appointment page and fill out the form available.
You can also buy directly through our online store or contact us through our Instagram or Facebook page.
I want to know more about the materials you use.
You can visit our creation process page to learn more about the special materials we use and all the hard work that goes on behind the scenes.
I'd like to visit your studio, is that okay?
Yes! We operate by appointment only. If you would like to visit the studio to see all the pieces and try them on, please contact our customer service team at info@madujoyeria.com .
How can I find out my ring size?
To easily determine your ring size, download and print this template on A4 paper. If you would like a free ring size fitting at our studio, please let us know by contacting us at info@madujoyeria.com .
What materials do you use in your jewelry?
We strive to be as transparent and responsible as possible in our practices. Therefore, we source our metals from trusted sources that certify they are recycled (sometimes known as ECO-silver) or fairly mined.
We want to supply you with the highest quality stones, which is why we ensure that the stones we use are certified Swarovski cubic zirconia. Swarovski cubic 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.
Are your jewels nickel-free?
Yes, the sterling silver we use is recycled and nickel-free. If you'd like to learn more about the materials we use, please visit our creation process page.
Do you do custom work?
We are not currently offering any custom work as we are diligently working to provide you with the best experiences with our pieces and the launch of new collections. But keep an eye out for custom work in the future! Or subscribe to our newsletter to be notified when this happens!
Can I customize a piece I found on your website? What about a ring I found elsewhere?
Yes, you can personalize it with some of the different colored stones we have in stock, but please contact our team to see the available options. At the moment, we don't offer custom designs, other than changing the stone color in some designs. (Please check the product page for the item you're interested in to see if it's available for customization.)
We do not copy designs from other stores, as it is illegal to copy the work of other artists.