FAQ

SHIPPING & RETURNS

How can I confirm the successful completion of my order?

Once you've completed the checkout process, you will be redirected to a page displaying your order confirmation. Within 24 hours, you will also receive a confirmation email. A second email containing tracking information will be sent once your order has been shipped. If the transaction is not approved, you will receive an email notification and won't be charged. At that point, you can choose an alternative payment method or save your order for later.

When can I expect my order to arrive?

Once your order has been shipped, you will receive a confirmation email.

Our goal is to deliver your MADAJ jewelry within 14 working days.

Which payment methods does MADAJ accept?

We accept the following methods of payment: Virement, American Express, Mastercard, Visa, PayPal, Amazon Pay, Apple Pay.

When will I be charged for my order?

You will be charged immediately upon placing your order.

What is MADAJ's return policy?

If your piece is not to your liking, you may return any unworn piercing, in its original condition and packaging, within 30 days of delivery for a refund to your original payment method.

Refunds are processed within 7 to 10 business days after receipt and inspection of the returned item.

Please note:

Custom orders, items purchased with discounts (except for the welcome offer), and exchanges are final sale and cannot be refunded.
Worn or damaged items, or items returned without their original packaging, will not be accepted.
Only one order cancellation is allowed per rolling year.
Any modification to an order makes it final.
Return shipping costs are the customer’s responsibility.

Large & Multi-Item Orders

Orders containing five (5) items or more are not eligible for returns, refunds, or cancellations.

As all Madaj Piercings pieces are manufactured to order, large orders involve specific production planning, payment processing, and currency exchange fees that cannot be reversed once the order is placed.

Large Orders Verification

For orders containing more than five (5) items, Madaj Piercings may place the order on hold until we receive written confirmation of the contact details and delivery address.

This verification is required for security purposes and to reduce the risk of fraud or delivery errors for high-value, multi-item orders.

Cancellations & Payment Fees

If you request to cancel an order (when eligible), any refund may be issued net of non-refundable payment processing fees incurred for the transaction.

Does MADAJ accept exchanges?

Unfortunately, we do not accept exchanges at this time. If you wish to exchange an item, please return the current item and place a new order. For assistance in selecting a different size, diameter, color, or post length, please contact our Customer Care team at contact@madajpiercings.com.

Will I be charged sales tax and duties on my order?

We are pleased to announce that the prices displayed for our exquisite jewelry collection now include all applicable taxes and duties. This means that the price you see is the final price you pay, with no hidden costs or surprises at checkout. We believe in transparent pricing to ensure a seamless and enjoyable shopping experience for you. Enjoy selecting your perfect piece with peace of mind, knowing that the price is all-inclusive.

How long do I have to cancel my order?

To cancel an order, please contact us by Chat within one hour of placing it.

What should I do if my package is lost?

All orders are shipped with DHL Express and require a direct signature upon delivery. Your package can only be handed over once it has been signed for, which serves as confirmation of receipt. Once DHL issues proof of delivery, MADAJ cannot be held responsible for a package reported as lost.

If you believe your package has been lost in transit, please contact us and we will assist you in locating it.

MADAJ Customer Service

Email us on contact@madajpiercings.com
Chat on WhatsApp or on our website.

Please note that if you do not respond to any calls, messages, or emails from MADAJ or DHL regarding your delivery, MADAJ will not issue any refund. If you still wish to receive your items, you will be required to pay the shipping fee to have them sent back to you, as well as any additional charges MADAJ has paid to DHL for the missed delivery.

How can I receive the welcome offer?

By signing up for our email list on our website, you will receive a one-time welcome code for 10% off your next online purchase. Additionally, you will be among the first to know about new launches, store openings, events, and inspiration.

Do you offer jewelry repair services?

We provide complimentary repairs for MADAJ jewelry within six months of purchase. If the repair is needed after the six-month window or if the damage resulted from mishandling, an additional repair fee will apply. Repair requests are assessed on a case-by-case basis and typically take two to eight weeks to complete. Pricing may vary depending on the required work and is subject to change after inspection. To initiate a repair, please contact contact@madajpiercings.com and include your name, a photo of the damage, proof of purchase, and a brief description of the issue. Online customers will be provided with a Repair Form and instructions to ship the piece with insurance to one of our locations for repair. Please note that any repair sent to MADAJ without a Repair Form will be returned to the sender at their expense. We are only able to repair jewelry purchased directly from MADAJ. If you purchased an item from an outside retailer and require a repair, please contact the original seller.

Can I place an order over the phone?

No, unfortunately you cannot place an order over the phone. Alternatively, you can reach us via chat or email at contact@madajpiercings.com for prompt assistance.

Tracking Your Delivery

You will receive three email updates about your shipment:

Order shipped: MADAJ confirms that your order has been sent and marked as shipped.
Package picked up: DHL and MADAJ confirm that your package has been collected and is on its way.
Out for delivery: DHL and MADAJ notify you that your package is out for delivery.

Each email allows you to update your delivery details, including your address, email, or contact number. You may also contact DHL directly or reach our Customer Service team for assistance

MADAJ Customer Service

Email us on contact@madajpiercings.com
Chat on WhatsApp or on our website.

Customer Responsibility

Customers are responsible for providing accurate delivery details and for responding to all calls, messages, and emails from MADAJ and DHL regarding their order. Staying reachable ensures your order arrives smoothly and without delay.

If a customer does not respond to any communication from MADAJ or DHL, MADAJ is not responsible if the package is held, abandoned, or destroyed by DHL, and no refund will be issued.

Missed deliveries

DHL may attempt delivery up to two times before it holds, abandons, or destroys your package. For more information, please refer to DHL's guide on missed deliveries: https://www.dhl.com/discover/en-sg/ship-with-dhl/start-shipping/missed-dhl-deliver

If the final delivery attempt is missed, the customer is responsible for all resulting fees including any additional charges incurred by MADAJ for the missed delivery.

If you do not respond to any calls, messages, or emails from MADAJ or DHL, MADAJ is not responsible if DHL holds, abandons, or destroys your package, and no refund will be issued.

For questions about a missed delivery, contact us at contact@madajpiercings.com or on WhatsApp or even reach us through our Customer Service team by Chat.