Custom Orders Policy
Last updated: 21 May 2026
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.
The design fee is credited against the final cost of the piece if the customer proceeds with production.
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.
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.
Lead Times for Custom Pieces
Our usual production lead time is approximately 3 weeks 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
Custom, bespoke, personalised and made-to-order pieces may not be eligible for change-of-mind cancellation once design work, sourcing, CAD work, stone sourcing, casting, setting, hallmarking or production has started.
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.
Lab-grown diamond certification, such as IGI or GIA certification, is available where agreed in writing and may increase the final price and lead time.
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.