Bespoke & Custom Jewellery Order Terms

At Twenty Three Jewellery, custom jewellery is a collaborative process. Each piece is designed, made, personalized, or sourced especially for you. Please review these terms before proceeding. By approving your order details and authorizing us to begin, you agree to the terms below.

Returns and Cancellations

Custom, personalized, engraved, specially sourced, and made-to-order pieces are final sale and cannot be returned or exchanged for a change of mind. Once design work or production has begun, or materials have been ordered specifically for your project, cancellation may no longer be possible. If you wish to cancel before work begins, please contact us promptly so we can confirm your options. These terms do not limit any rights you may have under applicable consumer protection laws.

Payment Terms

Any required deposit, payment schedule, and cancellation conditions will be outlined in your written quote or invoice before you proceed. Deposits become non-refundable once work has begun or materials have been sourced specifically for your order, except where required by law. The remaining balance must be paid in full before your completed piece is collected or shipped. Additional work or changes will be quoted for approval before proceeding.

Design Approval

Before production begins, please carefully review your approved design and order details, including: (1) Metal type and colour (2) Stone selection and specifications (3) Ring size or chain length (4) Engraving, spelling, and dates (5) Pricing and estimated completion date. Sketches, photographs, and digital renderings help communicate the design but may differ slightly from the finished piece in colour, proportions, or appearance. Changes requested after approval may incur additional costs or extend the production timeline. Some changes may not be possible once production has begun.

Production Timelines

Completion dates are estimates unless we expressly agree otherwise in writing. Timing can vary with design complexity, stone and material availability, production requirements, and shipping delays. We will keep you informed of significant changes to your estimated completion date. If your order is needed for a particular occasion, please let us know before approving the project so we can discuss feasibility.

Stones and Craftsmanship Details

Natural gemstones may contain inclusions and variations in colour or appearance. Antique stones and existing jewellery components may also show characteristics associated with their age and previous use. Handmade pieces may have subtle variations that give each design its individual character. These variations do not excuse manufacturing faults or a material departure from the agreed specifications.

Sizing and Adjustments

Please confirm your ring size, chain length, and other measurements before approving production. We are happy to help with sizing guidance. Resizing or adjustments after completion will be assessed individually and may involve additional charges and shipping costs. Certain designs, settings, or materials cannot be resized.

Sourced Stones and Jewellery

For items sourced specifically for you, we will share available specifications, condition details, and relevant documentation before approval. Any grading report or appraisal supplied with your order will be identified as such. Other product descriptions do not constitute an independent appraisal or a guarantee of future value.

Client-Supplied Stones and Jewellery

If you provide jewellery, stones, or heirlooms for a project, you confirm that you own them or have permission to authorize the work. We will assess the materials and discuss any identifiable concerns before proceeding. Older, worn, previously repaired, or fragile pieces may require additional care and may have limitations that affect their suitability for the proposed design. If we discover an issue during the work, we will contact you to discuss the available options before proceeding further.

Manufacturing Warranty, Repairs, and Aftercare

We offer a six-month manufacturing warranty from the date your completed piece is delivered or collected. This covers manufacturing faults. It does not cover normal wear, accidental damage, improper care, or stone and chain damage unrelated to a manufacturing fault. Please contact us with your order details and clear photographs if you have a concern. We will assess the piece and explain the next steps. Repairs outside warranty coverage may be available for a fee. Work performed by another jeweller may affect warranty coverage for the areas altered or any resulting damage. Please contact us before arranging outside repairs or modifications.

Written Approvals

Design approvals, changes, and other instructions may be confirmed by email, text, or another agreed written channel. We will rely on these written confirmations when proceeding with your project.