Frequently Asked Questions

ORDERS

Given the details and personal customization with the QUDO product offering, online ordering is the best way to manage your order. We also encourage you to visit our store locator and purchase from one of our local retailers.

We accept the following payment methods for orders from USA:

- Credit cards VISA, MC, AMEX
- Credit Card (via Shop Pay)
- Apple Pay
- Google Pay
- Meta Pay 

We reserve the right to exclude certain payment methods depending on the results of any credit checks we might perform.

Cancellation:
An order can be cancelled within 24 hours after order confirmation. Your order is hand-crafted by a German artisan so we cannot cancel after this process has begun. Please contact us immediately via e-mail if cancelation is necessary: service@qudousa.com

Change:
We cannot change items with-in your order after 24 hours of purchase. Any changes after 24 hours will have to be managed return process and you must place a reorder. The delivery address can only be changed or corrected if your order is not yet being processed. Otherwise, the order would have to be cancelled. Please contact us immediately via e-mail if this is necessary: service@qudousa.com

To change your customer account details, please sign in to: https://qudousa.com/account/login using your login details. Here you can change all your personal data, delivery and billing address as well as your password.

An email will be sent to the provided email with the details of your shipment. Please be advised orders take approximately three weeks to ship. If you do not attach an email address to your account you will not receive notifications.

Please check your spam folder. If you have not received an email, ontact us via our contact form or by emailing service@qudousa.com. Please also log in to your QUDO-USA account and verify that you have provided the proper email address.

GUARANTEE

We recommend wiping the jewellery with a dry microfibre cloth as required to prevent residues of sweat, perfume, cream, etc. from damaging the material. Please note: Our ewellery must be cleaned dry. In particular, never use alcoholic agents.

If this is not enough, please send us a picture of your piece of jewellery, so that we can assess the damage and coordinate a replacement. That claim can be sent to service@qudousa.com.

Please process a return at the provided link stating the reasons/defects. You can use the following link to generate a return label for a return shipment: https://qudousa.returnscenter.com/

Please use the provided link and process your grievance. Our customer service team will determine the best way to proceed.
You can use the following link https://qudousa.returnscenter.com/

If one or more items are missing, please contact QUDO at service@qudousa.com.

QUDO offers a full statutory warranty covering manufacturing and material defects for genuine branded QUDO products purchased from QUDOUSA.com. The warranty only covers amage, that, in the opinion of QUDO is not caused by accident or inappropriate use, ordinary wear and tear, modification, attempted repair, negligence or by failure to follow QUDO special product care advice.

Every item found to be defective under this warranty may be, at the discretion of QUDO:
- replaced by an identical piece, if available;
- substituted with a piece of comparable value; or
- repaired depending on the degree of damage to the warranted product as well as on the feasibility and the availability of replacement parts.

QUDO will offer neither a free replacement nor a refund of lost or stolen items. But we will be happy to find out if this item is still vailable for a new purchase. Please contact us immediately if this is necessary. Email service@qudousa.com

DISPATCH & DELIVERY

Please note all pieces are handmade and items are made to order.

Please allow up to three weeks for production time and shipping from Germany.

The exact delivery time varies depending on the destination country. It will be indicated during the order process and in the order confirmation. The products are shipped from Germany.

Please note that orders placed on German public holidays, Saturdays and Sundays will only be dispatched on the following business day.

Please read more about shipping and delivery here.

The delivery address and billing addresses may differ. A different delivery address can be specified during the order process.

We only offer standard shipping. Please note that all orders will be shipped exclusively from Monday to Friday

After receipt of payment, your order will take up to three weeks to arrive at your shipping location. For certain pieces of jewellery, please allow for production time as they are manufactured exclusively in our factory in Stuttgart, Germany.

Once your order/package has been shipped, you will receive a shipping confirmation email with the tracking number of our partnering shipping company. A click on the tracking number will take you to the website of the shipping company where you can monitor the status of your shipment.
If you still have any questions, please don’t hesitate to contact us.

If you can already see that the package has been damaged upon delivery, please do not accept it. This will allow our logistics partner to directly initiate a claim.

Please inform us about the issue immediately after receipt of the package: service@qudousa.com

Important note: If you authorise a parcel service to leave items at the desired location, the risk of loss and theft is transferred to you as the recipient. If the parcel cannot be found at the drop-off location, the purchase price will not be refunded.

For requests about shipping to Europe, please visit our QUDO EU shop
If your desired delivery country is still not available for selection, then we unfortunately don’t ship to this country.

As soon as your order is processed, the shipping address can unfortunately no longer be amended. In this case, the order must be cancelled and placed again. Please contact us immediately if this is necessary.

If your package has been lost on the way to you or can no longer be traced via the tracking number, please contact our customer service team: service@qudousa.com

Important note: If you authorise a parcel service to leave items at the desired location, the risk of loss and theft is transferred to you as the recipient. If the parcel cannot be found at the drop-off location, the purchase price will not be refunded.

RETURNS

Unfortunately, an exchange is not possible. If you wish to exchange your jewellery, please return it and place a new order.

Goods purchased online cannot be returned to a shop, but may exclusively returned to our office in Germany. The same applies in the opposite case. Goods purchased in a retail store cannot be returned through the online shop.

Return shipping charges are your responsibility. QUDO will only provide you with the return address location.

To return an item purchased on QUDOUSA.com, please visit this link: https://qudousa.returnscenter.com/

You can trace your package using the tracking number provided by your choice of shippers. You are also welcome to contact us and ask for the current status of your return: service@qudousa.com

Please note that the return shipment and processing of a return may take up to two weeks from the time you have shippedback your product,

Please complete the provided return slip and enclose it with the return.
You can use the following link to generate a return label for a free return shipment: https://qudousa.returnscenter.com/

A return is usually processed and the amount credited within two business days of receipt of the return package. Depending on the payment type selected, it may take a few days for you to receive the refund.

After receipt of the return, the invoice amount of the goods will be credited. We do not refund shipping costs.

OUR PRODUCTS

Please send us a detailed description or, if possible, a picture of the desired piece of jewellery to service@qudousa.com

We will be happy to check if we still have the jewellery in stock. If this is the case, you can purchase the jewellery through us.

Size or length specifications are provided for each product. In addition, each necklace features a picture with an illustration showing the length of the necklace when worn.
A sizing tool especially for our rings can be found here.

Perfume, creams or hair spray can affect the shine of the jewellery and its brilliance. Please do not put on your jewellery until you have applied perfume, cream, hair spray or deodorant. Avoid the generous application of make-up in the area around the jewellery.

Sweat can also damage the surface of the jewellery. Therefore, please do not wear the jewellery to the sauna, on tanning beds or while exercising.

Also avoid direct and intensive contact with water and other liquids. We therefore recommend that you remove your jewellery before showering.

We recommend that you store the jewellery in the supplied QUDO box to avoid kinks in the wire or material damage. You can find QUDO cases here: https://qudousa.com/collections/jewelry-storage

All our jewellery is nickel free. We use 316L stainless steel, known as surgical steel, in our jewellery. This is of a very high quality and particularly well tolerated.

- Highly polished stainless steel
- Highly durable IP Plating in gold, rose gold and silver
- Dazzling European crystals
- Mother-of-Pearl element

Unfortunately, we do not sell single earrings, only pairs.

Please send us a picture of the earring you still have or ideally the items number. We will be happy to check if a pair of this type of earring is available for purchase.

CARE TIPS

- Perfume, creams, hair spray and other cosmetic products can affect the shine of the jewellery and its brilliance.
- We therefore recommend that you don’t put on your jewellery until you have applied your cosmetic products (such as
perfume, cream, hair spray or deodorant).
- Avoid the generous application of make-up in the area around the jewellery.
- Sweat can also attack the surface of the jewellery. Therefore, do not wear the jewellery to the sauna, on tanning beds or while exercising.
- Avoid direct and intensive contact with water and other liquids.
- We recommend that you remove your jewellery before showering and going to bed.
- To avoid kinks in the nylon-steel rope, store the jewellery in the provided packaging.
- We recommend that you store the jewellery in the supplied QUDO box or in a jewellery case.

No, silver cloths should not be used. Instead, we recommend wiping the jewellery with a dry microfibre cloth as required to prevent residues of sweat, perfume, cream, etc. from damaging the material.

We recommend wiping our jewellery with a dry microfibre cloth as required to prevent residues of sweat, perfume, cream, etc. from damaging the material. Contact with alcoholic products should be avoided at all costs.
Please do not clean our jewellery in ultrasonic devices or silver baths.

No, the jewellery should not be cleaned in an ultrasonic bath. Instead, we recommend wiping the jewellery with a dry microfibre cloth as required to prevent residues of sweat, perfume, cream, etc. from damaging the material.

No, the jewellery should not be cleaned in water. Instead, we recommend wiping the jewellery with a dry microfibre cloth as required to prevent residues of sweat, perfume, cream, etc. from damaging the material.

No, the jewellery should not be cleaned in a silver immersion bath. Instead, we recommend wiping the jewellery with a dry microfibre cloth as required to prevent residues of sweat, perfume, cream, etc. from damaging the material.

Please send us a photo of your jewellery so that we can assess if we can clean/rework it.
Please send an email with pictures and your request to service@qudousa.com

FAQ