Custom Jewelry Policy

Custom Jewelry Policy

1. Introduction

At One Heart Jewelry, many of our pieces are handcrafted specifically for each customer and made according to individual specifications.

Because custom jewelry is created exclusively for a particular order, custom orders are subject to different terms than ready-to-ship items.

Please review the information below carefully before placing a custom jewelry order.

2. How Our Custom Jewelry Process Works

Step 1 — Design Consultation

Every custom project begins with a design consultation.

During this stage, customers may discuss:

  • Diamond or gemstone preferences
  • Ring style and setting details
  • Metal selection (14K Gold, 18K Gold, Platinum, etc.)
  • Ring size and personalized design elements

Our team will provide guidance and recommendations to help bring your vision to life.

Step 2 — Order Placement & Payment

Customers may choose one of the following payment methods:

Option A: Full Payment

Customers may pay the full order amount at the time of purchase.

This option allows production to proceed without interruption and is recommended for the fastest processing experience.

Option B: 50% Deposit

Customers may place a custom order by paying a 50% deposit.

The remaining balance will be due once the jewelry has been completed and approved for shipment.

Please note that deposits become non-refundable once the design has been approved and production has started.

Step 3 — CAD Design Creation

After payment or deposit has been received, our design team will create a CAD (Computer-Aided Design) rendering.

The CAD file provides a detailed preview of the jewelry's structure, dimensions, and overall appearance.

Customers may request reasonable modifications during this stage.

Step 4 — Design Approval

Once the CAD design is approved by the customer, manufacturing will begin.

Approval confirms that:

  • The design is finalized
  • Materials are allocated for production
  • The order becomes non-cancelable

Production cannot begin until CAD approval has been received.

Step 5 — Manufacturing

Following approval, the jewelry enters production.

This process may include:

  • Casting
  • Stone setting
  • Polishing and finishing
  • Quality control inspection

Most custom orders are completed within approximately 2–4 weeks, depending on design complexity.

Step 6 — Completion & Final Confirmation

Once the piece has been completed, customers will receive photos and/or videos of the finished jewelry.

For deposit orders, the remaining balance must be paid before shipment can be arranged.

3. Order Cancellation Policy

Custom orders may be canceled before CAD approval.

If a cancellation request is received during the design stage:

  • Any eligible deposit refund will be processed
  • Design fees already incurred may be deducted

Once the CAD design has been approved and production has started, the order can no longer be canceled.

4. Returns & Refunds for Custom Jewelry

Because custom jewelry is created specifically for an individual customer, all custom orders are considered final sale.

Custom-made items are not eligible for return, exchange, or refund.

Exceptions may be considered only if:

  • The item arrives damaged during transit
  • The finished jewelry substantially differs from the approved CAD design

5. Outstanding Balance Requirement

For orders placed with a deposit, the remaining balance becomes due once production is complete.

If payment is not received within 14 days after notification:

  • The order may be considered abandoned
  • Any deposit paid will be forfeited
  • One Heart Jewelry reserves the right to resell, modify, or otherwise dispose of the completed item

6. Diamond & Gemstone Sourcing

Certain diamonds, gemstones, or materials may be specially sourced or reserved for a custom project.

Once sourcing or reservation has begun, these materials may not be eligible for cancellation, exchange, or substitution.

7. Design Revisions

Customers may request reasonable modifications during the CAD development phase.

However, excessive redesign requests or multiple rounds of major revisions may result in additional design charges.

8. Production Time Estimates

Custom jewelry requires time for sourcing materials, manufacturing, setting stones, and quality inspection.

Estimated production time is generally between 2 and 4 weeks.

By approving the CAD design, customers acknowledge and accept the estimated production schedule.

9. Diamond & Gemstone Characteristics

Lab-grown diamonds and gemstones may naturally display minor inclusions, growth patterns, or unique characteristics.

These features are normal and do not affect the durability, quality, or beauty of the finished jewelry.

Such characteristics are not considered manufacturing defects.

10. Chargeback & Fraud Prevention

If a customer initiates a payment dispute or chargeback after CAD approval or after production has begun, One Heart Jewelry reserves the right to provide supporting documentation to the payment processor, including:

  • Order records
  • CAD approval confirmations
  • Production documentation
  • Customer communications
  • Shipping records

Fraudulent chargebacks may result in permanent restriction from future purchases.

11. Contact Information

If you have any questions regarding a custom jewelry order, please contact us:

One Heart Jewelry

Email: oneheartjewelry@gmail.com

WhatsApp: +1 (201) 379-3040