Returns & Exchanges

Every QuQ piece is designed and inspected with care before it leaves our studio. If something isn’t quite right with your order, please read the policy below before contacting us — it will help us resolve things for you as quickly as possible.

Return window

You may request a return within 14 days of receiving your order. Requests made after this window cannot be accepted.

Condition of returned items

To be eligible for a return, items must be:

  • Unworn, unused, and in their original condition
  • Returned in the original QuQ packaging, including the pouch and gift box
  • Free of scratches, tarnish, perfume, lotion, or other signs of wear

We reserve the right to refuse a return if the item shows any sign of use or damage caused after delivery.

Items that cannot be returned

For hygiene, safety, and craftsmanship reasons, the following items are final sale and cannot be returned, exchanged, or refunded:

  • All earrings and ear studs (hygiene reasons)
  • Made-to-order and custom pieces
  • Sale, promotional, or discounted items
  • Gift cards

Exchanges

We do not offer direct exchanges. If you would like a different style or size, please request a return for the eligible item and place a new order separately.

Return shipping

Return shipping costs are the responsibility of the customer, except in cases where the item arrived faulty or incorrect (see below). Original shipping fees are non-refundable.

We strongly recommend using a tracked and insured shipping method. QuQ Jewellery is not responsible for return parcels lost or damaged in transit.

Faulty or incorrect items

If your order arrives damaged, faulty, or incorrect, please contact us at hello@quqjewellery.com within 7 days of delivery with your order number and clear photos of the issue. We will arrange a replacement or refund at our cost.

Please note: natural baroque pearls are each unique in shape, size, and luster — small variations are part of their beauty and are not considered defects.

How to request a return

  1. Email hello@quqjewellery.com within 14 days of receiving your order, with your order number and reason for return.
  2. Once approved, we will send you the return address and instructions. Please do not send items back without prior approval — unauthorised returns will not be accepted.
  3. Ship the item back in its original packaging using a tracked service.
  4. Once received and inspected, we will process your refund within 7 business days to your original payment method. Depending on your bank, it may take a further 3–10 business days to appear on your statement.

Customs & duties on returns

Any customs duties or taxes paid on the original international order are non-refundable. Customers returning items from outside Canada are responsible for marking the parcel clearly as “Returned goods — no commercial value” to avoid further customs charges. QuQ is not liable for return parcels held by customs.

If you have any questions about your order, please reach out at hello@quqjewellery.com — we are always happy to help.

Designed in Vancouver. Shipped worldwide.