Custom Orders Policy

Last updated: 30 August 2026

This page sits alongside our Terms of Service. If there is ever any difference between the two, the Terms of Service apply.

How Custom Orders Work

THE LAB Jewellers accepts custom and bespoke jewellery commissions in solid precious metals and lab-grown diamonds.

To begin, customers can submit reference images, screenshots, sketches, inspiration links or a short description of the piece they want at info@thelabjewellers.com or through our Custom Jewellery enquiry page.

Custom Design Fee

A design fee is required before we begin the custom design and quoting process.

Our standard design fee is £100.

For larger, more detailed or complex pieces, the design fee may be £150. We will confirm this before payment is taken.

After reviewing the enquiry, we send a private, secure Shopify payment link for the confirmed fee. Customers should not purchase the design service until we have confirmed which option applies.

If the customer proceeds with production, the amount actually paid for the design fee is credited against the final cost of the piece. If a promotion reduces the design-fee payment, the reduced amount is the amount credited.

If the customer chooses not to proceed after design work, quoting, consultation or sourcing has begun, the design fee may be non-refundable because work has already been carried out.

Written Quote and Validity

Before production, we provide the agreed design, specification, final price, sizing, expected lead time and payment stages in writing.

Unless the quote states otherwise, it is valid for 7 calendar days. Metal, diamond, certification, hallmarking and supplier costs can change after that period, so an expired quote may need to be recalculated.

Approval and Production Deposit

After the design/specification is approved, a 50% production deposit is required before production begins.

Unless agreed otherwise, the 50% production deposit is calculated against the remaining balance after the design fee has been applied.

The final balance is due before dispatch, release, collection or delivery.

Production deposits and final balances are normally collected using secure Shopify invoices or checkout links attached to the custom order. Customer discount codes are not enabled on quoted custom-order invoices unless agreed in writing.

Lead Times for Custom Pieces

Our usual production lead time is approximately two working weeks from written design approval and cleared production deposit before dispatch.

Custom, bespoke or more complex pieces may take slightly longer depending on design complexity, metal choice, lab-grown diamond specification, certification, hallmarking, supplier availability or customer approval changes.

Lead times are estimates, not guaranteed delivery dates. We confirm the expected timeframe in writing before production begins.

Cancellation of Custom Pieces

The statutory change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. Custom and bespoke commissions will normally fall within that exemption once the agreed specification is clear. Contact us immediately if you wish to stop work.

If you wish to cancel a custom piece, contact us immediately. Where cancellation is possible, any refund will depend on the stage reached and the costs already incurred.

This does not affect your statutory rights if an item is faulty, incorrectly supplied, misdescribed or not of satisfactory quality.

Customer-Supplied Materials

If you wish to supply your own stones, jewellery, materials or inherited pieces for redesign or remount, this must be agreed in writing before we accept them.

We will treat customer-supplied materials with care, but we do not accept liability for damage to them unless caused by our negligence and agreed in writing.

Hallmarking and Certification

Where UK hallmarking law requires it, qualifying precious metal jewellery will be submitted for hallmarking before dispatch. Hallmarking may add time to production and dispatch.

An individual IGI grading report is included as standard on any piece with a centre stone of 1.00ct or above, in silver or gold.

Get in Touch

Ready to start a custom piece? Email info@thelabjewellers.com with your reference images, design ideas, sizing details and any deadline you’re working to. We’ll respond with next steps and the appropriate design fee for your project.