Product & Warranty
Where is the jewellery made?
Every piece is made in Brazil by a very trustworthy partner with whom we have been working since the beginning of Majô as a retail brand. The love, thoughtfulness and excellence they put into production is what makes possible the great quality of our products.
What is the product composition?
Every jewellery is made of a base metal which is the piece itself, in this case brass (i.e. the combination of copper and zinc), covered by the following layers:
- Alkaline copper: it is the first layer applied to the raw piece of brass, for the purpose of eliminating imperfections and hiding micropores from its surface to allow a better adherence to the additional layers.
- Acid copper: this second layer has the function of levelling the surface and providing it with shine.
- Palladium: it is used as an alternative to nickel as a hypoallergenic protective layer for the prevention of any allergic reaction that the raw piece may cause in the skin. This process presents excellent resistance to oxidation.
- 24k gold: a thin layer of pure gold (24 karat gold) is applied to protect the piece. As a noble metal, 100% gold does not undergo oxidation thus giving the jewel even more protection against tarnishing.
- 18k gold: this phase consists of plating with a thick layer of 18k gold (i.e. composed of three layers for earrings and ten layers for bracelets and necklaces) responsible for providing the piece with resistance and quality as well as a good finish. The 18k gold consists of 75% gold combined with 25% alloy ( i.e. 18 parts out of 24 that make up the gold are pure gold whilst the remaining part is a metal).
- 22k gold: this final layer of 22k gold (i.e. 22 parts out of 24 composing the gold are pure gold while 2 parts consist of an alloy/metal) is applied to give the piece a final, constant and standardised colour while preventing any colour variation and making it more durable.
- Varnish: in this last stage, a finishing layer of transparent and adhesive organic film is added to give further protection against oxidation.
Do your products contain nickel?
No, all of our jewellery products contain palladium as an alternative to nickel. Palladium is used as a hypoallergenic protective layer for the prevention of any allergic reaction that the raw piece may cause in the skin, providing excellent protection against oxidation.
What does 22k gold-filled mean?
It means that the raw piece of jewellery, in this case made of brass, has a thick layer of gold which is composed of three layers in total (24k, 18k and 22k respectively) with the last one being 22k gold.
The piece is bathed under intense pressure and the composition of the 22k gold, a 92% gold purity and 8% hard metal, makes it more durable than 24k gold because of the resistance provided by the harder metal as opposed to 24k gold, which presents greater malleability and thus a higher probability of breaking easily.
Is gold-filled the same as gold-plated?
No, gold-filled pieces have a thicker and much more durable layer of gold than gold-plated jewellery.
While in gold-filled jewellery the various layers of gold are applied to the brass raw piece under heavy pressure (24k, 18k and 22k) - along with other layers of hard metal to give it protection (alkaline copper, acid copper and palladium) altogether providing it with a much longer durability - gold-plated pieces contain a very thin layer of gold, usually 18k gold, that usually functions as a colouring easily removed with wearing, giving it a much shorter longevity. gold-filled jewellery, if well taken care of in accordance with instructions, can last a lifetime making it ideal for everyday wear.
Because the amount of gold used in gold-filled jewellery is greater than the one used in gold-plated pieces, as well as the protective layers of metals used for protection and a greater durability, the pricing is higher than gold-plated jewellery.
Do products come with a warranty?
Yes, all of our jewellery pieces including bespoke pieces come with a 1 year warranty. Within that period we provide replacement for defective products, including pieces that break due to a manufacturing issue.
What does the warranty cover?
Our 1 year warranty covers manufacturing defects and breakage because of manufacturing defects. We offer replacement pieces in these two cases.
Warranty does not cover loss, wear and tear, damage for inappropriate storage or accidental damage.
Order
What does made-to-order mean?
The purchase of products that are not in stock as they have not yet been produced. In this model of production, jewellery pieces are only made once an order has been placed by the client, thus preventing overproduction of pieces and unnecessary overstocking as well as encouraging clients to make well-thought-out purchases.
How long does it take from order to delivery?
It takes 1-2 business working days for your order to be sent to the manufacturer in Brazil.
Once received, production will be initiated, taking around 2-3 weeks to be finalised and ready for dispatch. This stage takes longer as everything is done from scratch, starting with the raw pieces, the electroplating process where the six layers of metal and the protective layer of varnish are added (i.e. alkaline copper, acid copper, palladium, 24k gold, 18k gold, 22k gold), the assembly of all pieces into the final jewel product, followed by a quality check and careful packaging.
Once this second phase is finished, the last step is to book the collection with DHL, our trusted courier that will deliver everything in safety to your door from 2-3 working days, depending on which country you are based. You can check the time variation for each country on the following link https://send.dhlparcel.co.uk/parcel-delivery/countries-we-deliver-to
The estimated time we give is thus 3-4 weeks from the day of your order till the day of delivery. Beware that bespoke orders take longer, from 5 to 6 weeks, as it involves the time of defining the design and making the jewellery mould to send to production. In the case of an order that includes both products on display and bespoke products, the estimated time will be 5-6 weeks.
Is there a minimum order?
Yes, we work with a minimum order of £650 and within that we require a minimum quantity of 5 items per product selected.
Can I make purchases as self-employed or do you require a registered company?
Yes, you can. We work with both sole traders and registered companies.
Is being VAT registered compulsory?
No, we do not require our clients to be VAT registered. At the moment, we are not charging VAT on our products, however, we aim to do so in the near future; when that happens, we will provide a notification in order for unregistered clients to be made aware of price changes and for VAT registered clients to be able to claim it back.
Is processing time the same during the festive season?
Orders for the month of December and January should be made by the end of November the latest and mid-November in the case of bespoke orders. This break has to do with manufacturers in Brazil, from mid-December until mid-January, taking their holidays as it is the summer season in the country.
You can still make your order during the festive season, however, manufacturing will restart from mid-January with orders being ready for dispatch at the beginning of February.
Bespoke Order
What is a bespoke order?
It is an order made according to the specific design requests of the client who may provide a picture and a description of what he/she is looking for or the actual design matrix with all the specific details.
Is a bespoke order produced within the same timeframe as products already on display?
No, an additional of 1 to 2 weeks - depending on the design type and the quantity of designs requested - is included to the timeframe, as it involves the time of defining the design and making the jewellery mould to send to production. Therefore, it takes approximately 5 to 6 weeks from order and production to delivery rather than the usual 3 to 4 weeks.
How can I request a bespoke order?
All bespoke orders should be placed in our Bespoke section by filling all the requested information (to access this section, you need to be registered with us). Our design team will respond with a quotation.
Payment
What are your payment methods?
All of our payments are securely processed by Stripe, an online payment gateway that accepts Visa, Mastercard and American Express. We also provide the option of securely paying through Paypal.
Can I pay in instalments?
Yes, if you have a paypal credit account, you can choose to pay in up to 4 instalments with 0% interest. For more information, please check the following link: https://www.paypal.com/uk/webapps/mpp/paypal-virtual-credit
Shipping & Delivery
What courier do you use for the shipping and delivery?
We use DHL, a very trustworthy and efficient courier service that delivers worldwide.
Where is my order shipped from?
Even though your order is produced in Brazil, it first comes to the UK so we can ship it to you from here.
Does your courier deliver worldwide?
Yes, DHL delivers to the great majority of countries. You can find the list of countries and the estimated time in the following link https://send.dhlparcel.co.uk/parcel-delivery/countries-we-deliver-to
Do you provide tracking service?
Yes, DHL will contact you via sms/email to provide you with a link to update you on the status of shipping and delivery, as well as give you the link for the payment of import duty/tax (i.e. import VAT) which is required to be made prior to delivery.
Once the package arrives in your country and payment of outstanding VAT has been carried out, a delivery date and window time will be provided giving you the option of making amendments.
What is the cost of shipping and delivery?
Shipping and delivery is calculated by an automatic DHL integration at checkout. It will vary according to the weight and size of packaging and the location it is being sent to.
How long does it take for delivery?
DHL shipping and delivery from the UK starts from 2-3 working days and varies depending where the order is going to. You can check the correct estimated time for each country in the following link: https://send.dhlparcel.co.uk/parcel-delivery/countries-we-deliver-to
Is delivery based on business working days?
Yes, it is based on business working days, i.e. Monday to Friday excluding bank holidays.
How is my order packaged?
Once that is completed, the products are packaged in plastic bags and wrapped in bubble wrap for further protection in order to be placed in the cartridge box.
What if my parcel is damaged or lost?
Every order is insured. Therefore in both the case of damage or loss, a claim can be filed at DHL to receive compensation. We will contact DHL so a decision can be made regarding the degree of liability for compensation to be provided.
It is important to see how the packaging and the product(s) are when you receive the order, in this way you guarantee that everything is in alignment with what was bought.
In the case of a damaged package - damage is externally visible at the time of delivery, in which case you may refuse to receive the order, or damage is internal and only perceived after opening the package - a picture should be taken and sent to us with a description of the matter via our contact form, in order for us to contact DHL with the appropriate information.
Customs and Duty
Do I have to pay customs and duty (import tariff/tax)?
For orders made outside the UK, import tariff charges apply and are payable by the client. For any queries, the client should check the appropriate government website of the country of receipt to ascertain the correct information about customs and duty.
Returns, exchanges & refunds
Do you accept returns?
As we work on a made-to-order basis and the production of jewellery items is very specific for each client, we only accept returns of defective items - either manufacturing or material defect - that are within the 1 year warranty period.
That is why we recommend that you contact us via whatsapp or email to discuss any specific queries regarding your order, to make sure you are selecting the right products for your brand.
Do you accept exchanges?
We do not exchange one type of product for another type in the case of repentance or not liking a product. Only in the case of a product having a manufacturing defect, do we offer a replacement for the same product or a coupon on the value of the product to be redeemed at another purchase.
That is why we recommend that you contact us via whatsapp or email to discuss any specific queries regarding your order, to make sure you are selecting the right products for your brand.
Do you refund orders?
As every order is specifically produced for every client, we only provide the option of replacing defective items that are within the 1 year warranty period. Defective items will then be replaced by functioning ones of the same model, hence we do not give the option of refunding an order.
Refunds are only possible when a product authorised for replacement is not available for production. In such a case, you will be notified and given the option to choose between a coupon on the value of the defective product, to be redeemed at another purchase, or be refunded the full price of the product.
That is why we recommend that you contact us via whatsapp or email to discuss any specific queries regarding your order, to make sure you are selecting the right products for your brand.
How can a defective item that is within warranty be returned?
The best way to request a replacement is by contacting us via our contact form.. You will have to send us a proof of purchase and picture and/or video of the defect as well as a detailed explanation in order for the quality sector to assess and determine - according to the product criteria of our warranty certificate sent with the product - whether it is a manufacturing defect.
If approved for replacement, you will be able to choose between receiving the new product at the original order address, at no additional charge, or a coupon on the value of the product to be redeemed at another purchase. If, after analysis, a manufacturing defect is not found, the previous options will not be made available.
In the case of a product authorised for replacement not being available for production, you will be notified and given the option to choose between a coupon on the value of the defective product, to be redeemed at another purchase, or be refunded the full price of the product.
Product care
Do pieces tarnish?
If not cared for in accordance with care instructions, gold-filled jewellery can tarnish and we do not provide a replating service. Please, check our care instructions.
Can pieces be used in water?
No. Do not wear to shower or swim as immersion in water for long periods or constant dampening will cause tarnishing.
What are the care instructions?
What to Avoid
- Do not apply perfume, lotion, oil, cleaning chemicals, hand sanitiser, hairspray, deodorant and any other type of body spray or any other chemical on it. Apply these a few minutes before putting on the jewellery, allowing it to settle first. If you reapply any of these throughout the day, please remove the jewellery beforehand.
- Do not wear to shower or swim as immersion in water for long periods or constant dampening will cause tarnishing.
- Profuse sweat can damage it through the release of chemicals and toxins from the skin, so remove it when doing exercise.
How to store
- Store the product in a clean dry place such as an airtight jewellery box or a jewellery pouch, not exposed to direct sunlight.
- Only store with gold-filled or pure gold products. Never store with tarnished jewellery or imitation jewellery as these tarnish easily with use.
How to clean
- Gently wash with mild soapy water and dry with a soft microfibre cloth or a jewellery polishing cloth. Beware this does not need to be done on a regular basis as constant exposure to water will cause tarnishing.
