F.A.Q

Where is my order? Is it shipped yet?

 We usually fulfill and ship your order within 1-2 business days if the full order is in stock. Following dispatch of the package, tracking information is communicated to all customers via email or SMS, based on the contact details provided during the order placement process. If you have not received the relevant email or SMS, please do not hesitate to contact us for assistance.

 

Where is my order/shipping confirmation?

 In case you are unable to locate your order confirmation, check your spam folder. Generally, the confirmation email is sent within 10 minutes of placing the order. 

If you have already received the order confirmation but not the shipping confirmation, there's a high probability that the order has not been shipped yet, but it's being prepared in the meantime.

 It may also have been shipped during the day, but the tracking and shipping confirmation will be sent to you later in the afternoon.

Where can I track my order?

 We offer order tracking for all our packages. 

If you have opted for DHL Express shipping, you can track your order here. 

In case you have chosen Tracked Letter, you can track your parcel using Deutsche Post's website or a universal tracking site like parcelsapp.com. 

Depending on your location, you may also be able to track your parcel directly through your local postal carrier's website, directly once it has left our warehouse or later when it cleared customs in your country.

The reason we provide this type of tracking is that we send our packages to Deutsche Post in Frankfurt, Germany, who then forward them to your country where they are handed over to your local postal carrier for final delivery. 

This is why different postal carriers, such as La Poste for France, PostNL for the Netherlands, and Correos for Spain, are responsible for delivering your package in their respective countries. 

By providing tracking information from different carriers, we aim to ensure that our customers can keep track of their packages every step of the way until they are delivered.   

I placed two orders recently, however, both show as Cancelled. Why?

Your orders were most likely Combined (Merged) into a new order including both previous orders. That's why the previous orders look to be Cancelled. 

Please check your Spam folder; you should have received an email regarding this.

Can I change or cancel my order after I place it?

If you need to make changes to your order, please contact us as soon as possible with your request. Unfortunately, we cannot guarantee to modify your order at times when the warehouse has packed and prepared your order for a dispatch. 

To check if any change is possible, you may contact us and if the order has not been collected yet, our team will process your request.

All orders received by 12 PM CET are shipped the same day.

I received damaged items. What should I do?

 If your goods arrive damaged, please keep all packaging materials and notify us within 3 days with a picture of the envelope, items, and any notice left by the shipping carrier.

We will then assist you to make a claim or provide a replacement product, dependent on the problem. Contact info@cuevak.com to get help with damaged goods.

I received a wrong item. What should I do?

If you have received a wrong product, please reach out to us by submitting your order number, a picture of the wrong item, and the envelope in which your products were delivered. You will be promptly assisted with a correct and free replacement.

Some items in my order are missing. What should I do?

 If you have received your order, but some items are missing, please reach out to us by submitting your order number, a picture of the item(s) received, and the envelope in which your products were delivered. You will be promptly assisted with a correct shipment.

What material is your Jewelry made of?

We take pride in crafting our steel jewelry from high-quality recycled Stainless Steel (316L), which is a surgical grade steel renowned for its durability. 

This superior material surpasses silver, gold, or platinum in terms of sturdiness and endurance. 

Our Stainless Steel jewelry is highly resistant to rust, corrosion, tarnishing, staining, fading, and causing skin discoloration.

Can you customize or engrave my Jewelry?

 As much as we would like to help you, at the moment, we don't have the tools to customize our Jewelry once it is produced, or the ability to lodge an on-demand engraving request.

 

How can I clean/take care of my Jewelry?

The cleaning schedule for stainless steel jewelry is highly dependent on how frequently the piece is worn.  

Typically, there are three traditional ways to clean your jewelry: cleaning with soap and water; cleaning with baking soda; or cleaning with toothpaste.

For either of the methods, cleaning the jewelry generally has three main steps: cleaning with chemical/cleaner, polishing and steaming/rinsing.

The following tools will help you:

  • A small bowl
  • Soft toothbrush
  • Gentle cloth
  • Dishwashing liquid, baking soda, or toothpaste

How to

Method 1 — Cleaning With Soap and Water

  1. Prepare two bowls: one with warm water mixed with a few drops of mild dishwashing liquid and another with plain warm water.
  2. Soak the jewelry in the soapy water for approximately five minutes to break down dirt.
  3. Gently scrub the jewelry using a soft-bristled toothbrush, paying attention to engraved areas and intricate details.
  4. Rinse the jewelry in the second bowl of warm water or hold it under a soft stream of running warm water.
  5. Dry the jewelry using a lint-free microfiber cloth.
  6. Complete the cleaning process by buffing the surface with a dry microfiber cloth or a jeweler's polishing cloth.

Method 2 — Cleaning With Baking Soda

  1. Create a paste by mixing two tablespoons of baking soda with one teaspoon of water in a small bowl. Adjust the consistency by adding more baking soda if needed.
  2. Apply the paste to the stainless steel jewelry using a soft-bristled toothbrush, ensuring thorough coverage.
  3. Rinse the jewelry under warm running water or in a bowl of warm water to remove the baking soda paste, using the toothbrush if necessary for hard-to-reach areas.
  4. Dry the jewelry with a microfiber cloth, gently buffing it for a stunning finish.

Method 3 — Cleaning With Toothpaste

  1. Dampen a soft-bristled toothbrush or a small microfiber cloth with water. Add a dab of toothpaste and gently clean the surface of the stainless steel jewelry.
  2. After cleaning, rinse the jewelry in warm water making sure that all of the toothpaste is removed. Dry with a microfiber cloth and buff to restore the shine.

Other useful tips

  • Safeguard jewelry by avoiding direct contact with hairspray, perfumes, and cosmetics containing alcohol or potentially damaging ingredients. 
  • Store your stainless steel jewelry in a closed jewelry box or soft bags to shield it from dust and prevent scratches caused by other metals.
  • Refrain from using harsh abrasive cleaners when caring for your stainless steel jewelry.

I just had an issue with my product. Can I get it replaced?

All our items are made of high quality materials. However, they are also covered with a Lifetime Warranty, and you may get a replacement in case your item got damaged in the meantime.

Please submit a Warranty Request in the Chat Widget flow called "I have a problem with my item(s)".