At The Dynasty, custom jewellery is created with careful attention to craftsmanship and design. Each custom piece is made specifically for the customer based on individual preferences, measurements, and design specifications.
Because of the personalized nature of these pieces, the following policy applies to all custom jewellery orders.
Design Consultation & Order Process
Custom jewellery begins with a design consultation where customers may share inspiration, sketches, or reference images. Based on this discussion, our design team will prepare a concept or design proposal outlining the details of the jewellery piece.
This proposal may include:
· Design concept or reference images
· Metal type and purity
· Stone details (if applicable)
· Size specifications
· Estimated production timeline
· Price quotation
Production of the custom piece will only begin once the design has been finalized and approved by the customer.
Design Approval
Before production starts, the final design details will be shared with the customer for confirmation. This stage is extremely important, as the jewellery will be crafted according to the approved specifications.
Customers are responsible for carefully reviewing:
· Design style and structure
· Stone type or placement
· Engravings or personalization details
· Ring or bracelet size
· Any other customization elements
Once the design is approved by the customer, it will be considered the final design and production will begin.
After approval, no major design changes can be made, as the crafting process will already be underway.
Deposit & Payment Terms
All custom jewellery orders require an advance payment before production begins.
The payment structure is as follows:
· A non-refundable deposit of 50% of the total order value is required to initiate the custom order.
· The remaining 50% balance must be paid before the order is shipped or delivered.
This deposit covers design work, sourcing of materials, and the initial stages of production.
Failure to complete the remaining payment may result in delays in delivery.
Production Timeline
Custom jewellery requires careful craftsmanship and therefore takes longer than ready-made pieces.
The typical production timeline ranges between 10 to 21 business days, depending on the complexity of the design.
Production timelines may vary based on:
· Design complexity
· Stone sourcing requirements
· Workshop workload
· Public holidays or unforeseen circumstances
Customers will be informed of the estimated completion time during the design confirmation stage.
Design Revisions
During the design consultation stage, customers may request reasonable adjustments to refine the concept.
To ensure efficiency in the design process:
· Up to two minor design revisions may be requested before final approval.
· Additional revisions may incur extra design charges depending on the complexity of the changes.
Once the final design has been approved, no further revisions will be permitted.
Cancellation Policy for Custom Orders
Custom jewellery orders may be cancelled within 12 hours of placing the order, provided design process or production has not yet started.
Once the design has been approved or production has begun, the order cannot be cancelled because the jewellery is being crafted specifically for the customer.
If the cancellation request is made within the permitted time frame, the order will be cancelled and processed according to the refund policy.
To request a cancellation, customers must raise a ticket or contact our support team with their order number and purchase details
· The deposit paid for custom jewellery orders is non-refundable, refund is applicable only if order is cancelled within the allowed 12 hour cancellation window
Returns & Exchange for Custom Jewellery
Custom jewellery items are made specifically for the customer and therefore cannot be returned or exchanged once delivered.
Exceptions may only apply if:
· The product delivered has a verified manufacturing defect.
· The final product significantly differs from the approved design.
· Any such issue must be reported within 48 hours of delivery, along with clear proof (clear photos or videos showing the issue).
Once the issue is verified, the company may offer repair or correction where applicable.
Refund Policy
Refunds will only be processed in the following cases:
· Order is cancelled within the allowed 12 hour cancellation window
· Approved claim of defective or incorrect product, verified by our team
Once the return request is approved and the product is received and inspected, the refund will be initiated.
Refund timelines:
· Online payments: Refund will be processed to the original payment method within 5–7 business days after approval.
· Cash on Delivery orders (if applicable): Refund will be issued through bank transfer or original payment method.
Handcrafted Variations
All custom jewellery pieces are handcrafted. Minor variations in stone setting, polishing, or finishing may occur during the production process.
These slight differences are part of the handcrafted nature of fine jewellery and do not qualify as defects.
Final Authority
The Dynasty reserves the right to evaluate and make the final decision regarding any custom jewellery request, modification, or claim related to custom orders.
By placing a custom jewellery order, the customer confirms that they have read and agreed to this Custom Jewellery Order Policy.