FAQs
1. I have never made custom jewelry before. What is the process like?
After paying a deposit for a custom order on our website, we begin with the design phase. While we can customize pieces to almost any design, we prefer you to provide your design. If you have an exact idea in mind, you may give it to our design team to execute.
Once your custom design is finalized, we handcraft a wax model based on your specifications. After wax molding, we proceed with gold/925 sterling silver casting. We then apply our signature handcrafted detailing, smoothing, and diamond/moissanite setting until the piece meets our quality standards.
We provide GRA certificates upon request only. Please notify us before shipping if you require one.
2. How do I start the process?
If you have your own design, privately message us to confirm the total price. We will then guide you through payment:
Pay a $100 deposit to begin (receive first design preview within 3 days)
After approving the design, pay 20% → We create your 3D model in 4 days (molds required)
After approving the model, pay 30% → Pendant mold completes in 4 days, followed by 20-day production
Receive videos/test videos for approval → Pay remaining balance → We ship
Weekly video updates provided throughout.
3. How do I send money?
We accept payments exclusively via PayPal, credit, or debit card.
We will send an invoice; simply click “Payment” to complete.
4. Can I cancel my order?
Before modeling starts: Full refund of design fee
During design phase: 40% refund
After shipping: Cancellations not supported
5. How will I receive my refund?
Upon refund submission, we provide a confirmation screenshot.
Direct PayPal payments: Refunded to your PayPal account
Card payments via PayPal: Refunded to your card
Card payments (website): Refunds reach your bank in 3-10 business days (bank-dependent)
6. What is the turnaround time for custom orders?
Total Time = Processing (≤24hrs) + Production (15-28 days) + Shipping (3-5 days)
Custom pieces require 3-4 weeks due to handcrafting and quality control.
*Note: Products arrive in 3-5 days. As items are valuable, please personally sign for delivery.*
7. What is the plating quality and durability?
Unlike typical imitation gold plating (which appears dark/coppery), our custom pieces feature thick genuine 14K/18K gold plating over sterling silver, enhanced with extra Rhodium and vacuum protection film. This ensures:
Authentic gold appearance and feel
1.5-2.5 years longevity with normal use
8. How do I clean my custom chain?
Recommended: Use an ultrasonic cleaner (available at jewelry stores)
At-home method: Clean under warm running water → Rinse thoroughly → Dry with a soft cloth