Frequently Asked Questions

JEWELLERY

What are the jewellery made of?
Most Qoss parts are made of zamak, an alloy of zinc, aluminium, magnesium and copper. And some items of brass, an alloy of copper and zinc.
All jewellery is lead-, nickel- and cadmium-free according to imposed European standards.
So the items are not made of real silver, but have a silver plating.

The leather we use for the bracelets is 100% buffalo leather.

What is the warranty on the jewellery?
We give a 6 month guarantee on the silver plating of the jewellery. This plating can wear off over time through use. Leather changes over time and can change colour and structure due to environmental influences. This is what makes the Qoss collection so charming and gives each piece of jewellery its individual, authentic touch.

There are a number of cases in which you cannot simply appeal for free replacement or repair:

• Natural wear (fading) of beads, charms, leather and metal.
• Stains caused by perfume, hairspray, body lotion, sweat, etc.
• Damage caused by impact or water.
• A piece of jewellery repaired by yourself or a third party.
• Extreme damage to the surface caused by skin acids.

We work with natural materials, which can lead to the loss of the original colour.

How do I ensure that my items discolour as little as possible?
Unfortunately, jewellery can discolour over time. Discolouration can occur because the jewellery during use and/or wear comes into contact with water, perfume or other cosmetic products. The acidity of the skin can also play a role in this. The best thing you can do is ensure that you keep the items in dry places and in the shade.  

Why is my piece of jewellery different from the one shown on the internet?
All our jewellery is handmade, especially for you. We don't have complete jewellery in stock, when you place an order, the jewellery is made for you. Therefore there can be small deviations in colour and size. Has something gone wrong on our side? Read more about Exchanges & Returns.

DELIVERY

What are the shipping costs?
We generally send the packages with PostNL or DPD. You can find the costs in the table below. As soon as we have sent your package, you will receive an email from the carrier with the track and trace data, so you can follow your order, these usually fit through the mailbox.

When will my order arrive?
We do our utmost to deliver the order within 4 working days. However, this depends on the delivery services and couriers used. QOSS can never be held liable for the consequences of exceeding such a period and is never obliged to compensate for any form of damage or consequential loss.

How do you ship my order?
Most orders can be sent by us as a letterbox post. Only in the case of large orders do we use parcel post.

EXCHANGE

Can I exchange my jewellery?
If you have chosen the wrong colour or size, there is a possibility to exchange it. Contact our customer service team at [email protected] to discuss options.

RETURNS

Can I return my order?
It is possible to return (part of) your order. This can be done by printing out the return form and filling it in completely. Then send your jewellery together with the return form well packaged to us. For example, in a strong bubble envelope or the shipping box in which you received the article(s).

If the items have been returned correctly, Qoss will refund the full purchase price of the product within 8 days. The shipping costs are not refunded.
The refund will be made in the same way as your payment:
IDEAL
If you paid with iDEAL, the amount of your returns will be credited to the same account.
PayPal
We will credit the amount of the returned items to your PayPal statement as soon as possible.
It depends on your settings in PayPal whether you receive the amount back on your PayPal statement or whether PayPal refunds the amount directly to your bank account. We have no influence on this, but it is easy to change your setting in your PayPal payments at PayPal.

Is your money still not refunded after 8 days?
Then your return has probably not yet arrived. We would like to ask you to send us your track & trace so we can still help you.

Are returns free of charge?
No, unfortunately we do not have a free return service. The costs of a return are for the customer. We recommend that you send your return with track & trace so you can see when it reaches us. Should you have received the wrong product, or does your order need to be returned due to an error on our part? Please contact us at [email protected]

I have a defective product, what now?
We are very sorry to hear that you have received a defective product or that your purchase has broken down sooner than you expected. To help you further we ask you to follow the next steps:

- Send the information and complaint to [email protected]

- Upload at least two clear photos of the defect. 

- Wait for a reaction from one of our colleagues for further information

Defective products that are returned within 6 months of the purchase date can usually be repaired, this will always be in consultation. Purchases older than 6 months can usually also be repaired, but this will involve repair costs.

My delivered order is not correct, what now?
If something went wrong with your delivery, we would like to hear from you within 8 days of delivery. If an error has been made on our part, we will send you a new item as soon as possible and we will of course pay the shipping costs of your return shipment.

How do I return an item?
You can do this by printing out the return form and filling it in completely. Then send your jewellery along with the return form well packaged to us. For example, in a strong bubble envelope or the shipping box in which you received the items. We will send it back to you as soon as possible, or will refund the purchase price.

When will I get my money back?
We strive to process returns delivered on the same day.
If we are more busy, we will process your return within 5 working days.

The refund will be made in the same way as your payment:
IDEAL
If you paid with iDEAL, the amount of your returns will be credited to the same account.
PayPal
We will credit the amount of the returned items to your PayPal statement as soon as possible.
It depends on your settings in PayPal whether you receive the amount back on your PayPal statement or whether PayPal refunds the amount directly to your bank account. We have no influence on this, but it is easy to change your setting in your PayPal payments at PayPal.

Is your money still not refunded after 8 days?
Then your return has probably not yet arrived. We would like to ask you to send us your track & trace so we can still help you.