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F.A.Q.

Custom Devices

What is a custom device? How does it differ from a case?

A custom device is a mobile device, the design of which has been enhanced by Hadoro. The devices we work with include smartphones (iPhone, Samsung, OnePlus) and headphones (Apple AirPods).

A custom phone by Hadoro differs from a case in that it is a totally redesigned mobile device, complete with a new back panel, and essentially does not require a case. All the functionality of the original phone is kept intact, but the aesthetic impact is enhanced overall.

Customizing a phone involves multiple development stages, which is made possible by our premier atelier designers, engineers, technicians, and jewelers, who all work to bring you the best possible materials and craftsmanship. The back panel features high-class materials like alligator leather, carbon fiber, relict wood, and sapphire glass. Bejeweled logos and diamond-encrusted detailing finish the luxe aesthetic.

Can you make a custom device from the device I already have?

Yes, we can create a custom design with the device you have already purchased (smartphone or headphones). Note that it must be completely new in its original, sealed packaging. For large series orders and for corporate customers, we can agree on a partnership using the customer's new (sealed and packed) devices.

Does the glowing logo affect the battery life of my custom phone?

Our proprietary technological inventions allow for minimal battery consumption. Depending on the way you use your device with an installed glowing logo, its battery life can decrease by just 2–3%. This data has been acquired from internal tests.

You use various materials for phone back panels and for headphone cases. Does it affect the device?

Our specialized technologies allow for the redesign of original mobile phone panels without affecting the technical qualities of the device. Both size and weight have minute differences to the original depending on the materials used. We keep the original frame of the phones to ensure that mobile signal and Wi-Fi remain of the same strength as in the original device. For detailed information on each device, please refer to the Features section of the product page.

Does a phone remain waterproof after customization?

No, our custom phones are not waterproof.  

Can I charge my custom phone wirelessly?

Yes, you can charge it on a wireless docking station.

What is the difference between Hadoro and other re-designed devices? What determines the price?

Hadoro uses exceptional materials and dedicates handmade precision and workmanship for each piece. Machinery, tools, and processes are developed in-house to create pieces that are guaranteed to be top-quality. We even manufacture our own materials, like carbon fiber, only for our clients.

Our design and production stages involve working with world-class manufacturing brands, innovating superior materials and technologies to give you the best custom pieces.

Can I take a look at the device before buying it?

You can see our custom collections at our boutiques or at our resellers. See the list here.

How should I care for my custom phone?

As a custom phone is an intricate engineering device, always keep it safe and clean. Polish the bejeweled details and materials like stainless steel or gold every once in a while.

Make sure to avoid:

- frequent contact with abrasive surfaces
- damp and humid environmentsdirect
- exposure to sunlight or extreme heat
- direct contact with liquids such as water, perfume, cosmetics, greasy substances, and hydroalcoholic solutions

Do custom headphones have the same technical characteristics as the original ones?

We use specialized technologies to replace the original plastic case with other materials (leather, carbon fiber composite material) and complete the earpieces with durable finishing.

Through precise engineering and internal testing, we ensure that the technical characteristics—size, weight, and sound properties—of our custom pieces remain the same as the original. For detailed information on each product please refer to the product page.

How do I charge my custom headphones?

You may charge your custom headphones the same way you would charge the original. Please refer to the instructions provided in the packaging. The AirPods cannot be wirelessly charged.

Are custom headphones waterproof?

No, they are not, just like the original AirPods.

Accessories

Why are your cases the best?

Our master craftsmen in Besançon, France, take pride in creating the most luxurious leather accessories that showcase genuine grade leather worked by experienced artisan hands. Each Hadoro leather piece is created using traditional techniques. Metal finishing, in 18-karat gold or stainless steel, makes each accessory ultra sleek and stylish.

Which accessories can I customize?

To give clients the best way to express their distinct sense of style, Hadoro provides personalized options for choice of materials and design features alike.

Basic personalization feature is available online, where for the leather cases you can choose to add initials plated with stainless steel or 18K gold. There are a few exceptions, such as stingray leather, which cannot be customized with metal initials.

Further personalization, for example with a corporate logo, emblem or stitched lettering, is available upon request.

As your personalized designs result in completely unique pieces, product policy (e.g., exchange or return) and pricing will vary. Please contact us at contact@hadoro.com or +33 (0) 1 88 32 03 79 for further inquiries.

How should I care for my leather product?

As genuine leather material is used for all Hadoro pieces, proper care is necessary to keep your accessory at its finest. Keep your leather product dry and clean from dirt by wiping it with a piece of absorbent cloth.

When caring for your leather piece, remember to avoid:
- frequent contact with abrasive surfaces

- damp and humid environments

- direct exposure to sunlight and extreme heat
- direct contact with liquids such as water, perfume, cosmetics, greasy substances, and hydroalcoholic solutions
- direct contact with materials that can transfer color pigments onto the leather (e.g., newspapers, magazines, dyes)

Are your exotic leathers sustainably sourced?

Hadoro recognizes that environmental sustainability should be at the forefront of any design process. This is why we are committed to sustainable sourcing of leather products and maintaining natural and environmentally safe practices in each manufacturing process.

Where do the leathers come from?

We find only the best and sustainable leather sources from all over the world. From alligator leather coming from the U.S., python and lizard leather from Indonesia, stingray leather from Thailand, to ostrich leather all the way from South Africa, Hadoro guarantees that these sought-after materials undergo a strict screening process that yields the highest-quality leather.

Ordering

Will I need to set up an account to shop on the website?

You do not need to make an account to purchase our premium products. Just indicate your purchase selections and proceed to checkout. As for frequent clients, setting up an account is encouraged to make the shopping experience more convenient.

How can I check my order status?

Please email us at contact@hadoro.com or call us at +33 (0) 1 88 32 03 79 for inquiries.

What happens in case I want to make some changes in my order?

Our customer support is available should you need to request for any changes in your order. Contact us at contact@hadoro.com within 24 hours, indicating your order number. You may send via email which specifics need to be adjusted, including design type, color, or material.

What happens when the order status indicates “Unfulfilled”?

The “Unfulfilled” status simply means that your order is received but is still undergoing the dispatch process. Once your order is set for shipping, your order status will be changed to “Fulfilled.”

What is your cancellation policy?

In case you change your mind about your order, please inform customer support via email: contact@hadoro.com.

Is it possible for an order to be automatically canceled?

Our automatic purchase screening system may detect suspicious or fraudulent purchases and automatically halt the purchase.

Should you have any inquiries or concerns, kindly email us at contact@hadoro.com or call us at +33 (0) 1 88 32 03 79.

Is it possible to create a new device or leather case having chosen only materials, colors, and elements that I like?

We are happy to help you create a digital accessory tailored to your specific request. If you haven’t found the right style for you, do let us know by emailing us at contact@hadoro.com or calling us at +33 (0) 1 88 32 03 79.

Do you accept corporate orders?

Yes, we do. Both leather cases and custom phones can be created in a corporate design. Do contact us should you want to discuss design concepts and costings for your corporate requirements. Please address your request to contact@hadoro.com.

What is your privacy policy?

Hadoro is in compliance with the EU data protection rules (GDPR). We guarantee that all transactions and personal information are obtained and processed in keeping with PCI DSS compliance standards.

Billing

How can I pay for my order?

Proceed to checkout and select your preferred payment method, Credit Card or PayPal.

What payment methods do you accept?

We accept major debit cards and credit cards (American Express, Mastercard, Discover and Visa), Apple Pay, PayPal, and Bit Pay. For orders of mobile phones, headphones, and bulk orders of cases, we accept bank transfers. For details, please contact our customer support at contact@hadoro.com.

Do you charge VAT?

Hadoro SAS is based in France and operates under the trade laws of France. Hence, our VAT rate is 20%, which is included within the price of our items. For further enquiries, please contact us at contact@hadoro.com or at +33 (0) 1 88 32 03 79.

Will I have to pay international taxes and duties?

Customs duties and taxes are not included and would have to be paid separately by the customer. International customers are liable to pay inbound duties and taxes in accordance with the customs laws and regulations of the customer’s country.

Duties and taxes do not apply for orders shipped within France and the European Union.

For further details of charges, please contact your local Customs office directly.

What should I do if the payment does not go through?

If payment is not completed at checkout, try to use another payment method. Besides credit cards by American Express, Mastercard, Discover, and Visa, we accept Apple Pay, PayPal, and Bit Pay.
If there are still issues with payment processing, please contact us at contact@hadoro.com or at +33 (0) 1 88 32 03 79 with the details of your order, and we will help you complete your purchase.

Delivery and Shipping

Orders are shipped and delivered through courier services. The company depends largely on the destination country.

When tracking shipment, do take note that aside from the shipment period, which generally takes about 3 to 5 business days, time under the Customs process should also be taken into account.

Should I pay for delivery?

For orders below 300€, the delivery fee may vary depending on the destination country and the size of your order.

For orders over 300€, delivery is complimentary.

Delivery fees and the service provider will be shown upon checkout.

Do you ship internationally?

Yes, we offer worldwide shipping.

How long does it take before my order gets shipped?

Please refer to the list below for the processing time of products. If the item ordered is out of stock, please see approximate restocking on the product page or email us at contact@hadoro.com.

- Phone cases and Apple Watch straps: within 14–20 business days.

- Custom AirPods: within 21 business days.

- Custom phone: within 14 business days.

Important: Personalized items require an additional 2–5 business days to be completed and cannot be accepted for exchange or refund.

Shipment of orders placed during public holidays and peak seasons may take additional time to arrive due to potential delays in processing and Customs authorization.

How can I check if my order was already shipped to me?

When the order is ready to be shipped you will receive a confirmation email that contains a tracking number. Use it to check the status on the courier website. In some instances, the tracking information may only be available 1–2 business days after the order is shipped.

Where can I pick up the delivered package?

Every client’s orders will be shipped straight to the indicated residence. You may arrange for special instructions with the courier service in case of a need to change the delivery location or make any special arrangements.

Returns and Exchanges

What is your exchange policy for cases?

Exchanges are only applicable if the item is found to be defective, damaged, or different from the client’s specified order. Only pieces that are new, unused, and contained in their original packaging may be exchanged. In such circumstances, please inform us via email at contact@hadoro.com.

What is your return policy for leather accessories?

Returns are allowed for up to 30 days, after which we can no longer offer you a refund or exchange. Items that are eligible for return should be unused and contained in the original packaging. The receipt must also be presented as proof of purchase.
Should you wish to return your item(s), please kindly email us at contact@hadoro.com.

What is the refund process for returns or exchanges?

We issue refunds for both returns and exchanges of cases. However, the shipping fee is non-refundable.
As for the refunds of custom devices, exchange and return of such items can be effected only according to the Warranty Policy when there are manufacturing defects. The device has to be sent to the manufacturer for an expertise to determine the source of defects. Please contact contact@hadoro.com for further information.

Warranty

What is your warranty policy?

Hadoro provides a 2-year warranty period for custom phone pieces and custom headphones. Customers are entitled to a 1-year warranty period for leather phone cases.

Does Hadoro guarantee its products?

Hadoro is completely committed to creating quality devices and accessories that feature incomparable style and craftsmanship. Each item is handmade and hand-assembled to ensure that you get the best product.

I found a defect on my item. What should I do?

While every effort is taken so that you receive your order in perfect condition, unexpected situations could still happen. Should you discover a defect in the item(s) you receive, contact us at contact@hadoro.com and we will address the concern immediately.

Other Information

What is your wholesale policy?

We will gladly discuss inquiries on wholesale purchase. You may email us at ivan@hadoro.com.

What stores carry the Hadoro brand?

Hadoro Paris is available in our boutiques and the online store. Select premium retailers also carry our collections worldwide. Please visit our Store Locator for more information.

What are the contact details of your press office?

To contact our press office, please send an email to pr@hadoro.com.

Still have questions? Email us at contact@hadoro.com or call us at +33 (0) 1 53 45 54 88. You may also connect with us via Facebook and Instagram.