Custom Orders Policy

Last updated: 23 October 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.

Price Estimate and Design Deposit

Asking about a custom piece is free. After reviewing your enquiry, we give you an estimated price before you pay anything.

When you are happy with the estimate, a £100 design deposit starts your CAD design. We send it as a secure Shopify invoice, and it is taken off the final price of your piece.

Your CAD design includes up to three rounds of changes. Further changes may carry a small charge, which we will always agree with you first.

Any charge retained for design work is subject to your statutory rights. If you ask us to start a separate design service during its cancellation period and then cancel, we may charge only as permitted by law for the work provided. You lose the statutory right to cancel that service after it has been fully performed only if you expressly agreed to it starting and acknowledged that the right would then end.

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, lab-grown 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.

Your £100 design deposit counts towards the 50% production deposit.

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

The design deposit, production deposit and final balance 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 around four 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 14-day change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. Whether the exemption applies depends on the actual specification and personalisation of your order. Making an item after you order does not, by itself, determine whether the exemption applies.

We will explain any applicable exemption before you place your order and before the contract is made.

If you wish to cancel, contact us immediately. For an order that falls within this exemption, we may agree to stop work where reasonably possible. Any voluntary refund for an exempt order will depend on the stage reached and documented work or sourcing already completed, subject to your statutory rights.

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

Full cancellation and return details, including design-service cancellation and refund timing, are in our Refund Policy.

Aftercare

Every custom piece is covered for 12 months from delivery against any manufacturing fault, such as a loose stone or claw. If anything like that happens, we’ll repair or replace it free of charge, including postage both ways. This doesn’t cover accidental damage or normal wear and tear, and it is on top of your normal legal rights.

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 an estimated price for your piece.