Terms & Conditions
Last updated: 21 May 2026
Company Details
This website is operated by THE LAB JEWELLERS LTD.
Company number: 16648622
Registered office: 3rd Floor, 86-90 Paul Street, London, EC2A 4NE
Registered in: England and Wales
Contact email: info@thelabjewellers.com
Throughout these Terms, “THE LAB Jewellers”, “we”, “us” and “our” refer to THE LAB JEWELLERS LTD. “You” and “your” refer to the customer using our website, submitting an enquiry, requesting a quote, placing an order or purchasing from us.
How Orders Work
Most THE LAB Jewellers pieces are made to order unless clearly stated otherwise.
Some products may be available to purchase directly through the website. Other products require a written quote before production begins.
For quote-based pieces, no order is confirmed until:
- we have provided a written quote;
- you have approved the product specification;
- you have accepted the lead time;
- any required design fee, deposit or payment has cleared.
For bespoke, custom, personalised or made-to-order pieces, production will not begin until the agreed specification has been confirmed in writing and the required payment has cleared.
Quote-Based Pricing
Most THE LAB Jewellers pieces are priced and available to buy directly through the website. Some — typically larger statement pieces and fully bespoke commissions — are quoted individually rather than priced upfront.
Final price may depend on:
- metal type and purity;
- item weight;
- lab-grown diamond carat, colour, clarity and cut;
- certification requirements;
- ring size, chain length or bracelet length;
- design complexity;
- hallmarking requirements;
- production costs at the time of quote.
A written quote is valid only for the period stated in the quote. If no period is stated, the quote is valid for 7 days.
Prices may change after a quote expires due to changes in metal prices, diamond prices, supplier costs or design requirements.
Made-to-Order, Custom and Bespoke Production
Most THE LAB Jewellers pieces are made to order unless clearly stated otherwise.
A made-to-order piece is produced after your order or quote approval, using your selected metal, size, lab-grown diamond specification or other chosen options.
A custom or bespoke piece is produced to your specific request, design direction, reference image, personalisation, sizing, stone choice or other agreed specification.
Because made-to-order, custom and bespoke pieces are produced specifically for you, they may not be eligible for change-of-mind cancellation once production has started.
This does not affect your statutory rights if an item is faulty, incorrectly supplied, misdescribed or not of satisfactory quality.
Design Fee, Approval and Deposit
For custom and bespoke pieces, a design fee is required before we begin the 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 your piece if you proceed with production.
If you choose not to proceed after design work, quoting, sourcing or consultation has begun, the design fee may be non-refundable because work has already been carried out.
Production will begin only after:
- the design/specification has been approved in writing;
- the design fee has been credited against the order;
- the required 50% production deposit has cleared.
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
Most THE LAB Jewellers pieces are made to order unless clearly stated otherwise.
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 will confirm the expected timeframe in writing before production begins. If a delay occurs, we will update you as soon as reasonably possible.
Delivery time is separate from production time and begins once the item has passed quality control and is ready for dispatch.
Changes After Approval
Once a design, specification or quote has been approved and the required payment has cleared, production may begin.
After production begins, changes may not be possible.
Where changes are possible, they may:
- increase the final price;
- require an additional payment before work continues;
- extend the production lead time;
- affect the original design, stone availability or material cost.
If a customer requests a major change after approval, we may treat this as a new quote or revised order.
Hallmarking and Certification
Where UK hallmarking law requires it, qualifying precious metal jewellery will be submitted for hallmarking before dispatch.
The current UK hallmarking thresholds are:
- Silver: above 7.78g
- Gold: above 1g
- Platinum: above 0.5g
- Palladium: above 1g
Hallmarking may add time to production and dispatch.
Lab-grown diamond certification, such as IGI or GIA certification, is available where agreed in writing. Certification may increase the final price and may extend the lead time.
A piece will only be described as hallmarked or certified where this is accurate and supported by the relevant hallmark, certificate or written supplier/assay evidence.
Delivery
Delivery costs, courier method and estimated delivery timing will be confirmed at checkout or in your written quote.
Production time and delivery time are separate.
Delivery begins only after:
- the item has been completed;
- the item has passed quality control;
- any required hallmarking or certification has been completed;
- the final balance has cleared.
UK orders will be sent using a tracked, signed-for and insured delivery service.
International delivery may be available on request. International customers are responsible for any import duties, taxes, customs charges or local delivery fees unless agreed otherwise in writing.
We are not responsible for delays caused by customs, courier disruption, incorrect delivery details supplied by the customer, failed delivery attempts or events outside our reasonable control.
If an item is lost or damaged in transit, the customer must contact us as soon as possible so we can raise the issue with the courier and arrange the appropriate next step.
Returns and Cancellations
Standard items that are not made to your specification may be eligible for cancellation and return under UK distance-selling rules.
For standard non-custom items, you must tell us within 14 days of receiving the item if you wish to cancel. You then have a further 14 days to return the item.
Made-to-order, custom, bespoke and personalised pieces may not be eligible for change-of-mind cancellation once production, sourcing, design work, CAD work, stone sourcing, casting, setting, hallmarking or other order-specific work has started.
For custom and bespoke orders, if you wish to cancel, you must contact us as soon as possible. Where cancellation is possible, any refund will depend on the stage reached and any work, sourcing, design, production or supplier costs already incurred.
Design fees may be non-refundable once design work, consultation, quoting or sourcing has begun.
Production deposits may become non-refundable once production or order-specific sourcing has started.
This does not affect your statutory rights if an item is faulty, incorrectly supplied, misdescribed or not of satisfactory quality.
Refunds, where due, will be processed within 14 days of us receiving the returned item or evidence that it has been sent back.
Faulty or Incorrect Items
If your item arrives faulty, damaged, incorrectly supplied, misdescribed or not of satisfactory quality, contact us as soon as possible at info@thelabjewellers.com.
Please include:
- your order number;
- clear photos or videos of the issue;
- a short explanation of the problem.
Depending on the issue, we may arrange an inspection, repair, replacement, remake, partial refund or full refund.
Custom, bespoke, personalised and made-to-order exclusions do not apply where an item is faulty, incorrectly supplied, misdescribed or not of satisfactory quality.
We may ask for proof of purchase before providing a remedy.
Your statutory rights are not affected.
Product Images, Renders and Natural Variation
We aim to show products as accurately as possible through images, renders, CADs, descriptions and written specifications.
Because many pieces are made to order, product images may show an example design rather than the exact finished item you will receive.
The final piece may vary slightly from images, renders or reference pictures due to:
- hand finishing;
- stone size and shape;
- metal choice;
- ring size or jewellery dimensions;
- setting method;
- lighting, screen display or photography.
For custom and bespoke pieces, the written quote and approved specification will take priority over general website images.
We do not guarantee that colours, scale, proportions or finish will appear exactly the same on every device screen.
Customer Responsibilities
You are responsible for providing accurate information when submitting an enquiry, approving a quote or placing an order.
This includes:
- correct name and contact details;
- correct delivery address;
- accurate ring size, chain length, bracelet length or other measurements;
- clear design references where relevant;
- any deadline or important date before payment;
- any relevant wear, allergy or sensitivity concerns.
We are not responsible for delays, additional costs or production issues caused by incorrect, incomplete or late information supplied by the customer.
If a customer supplies stones, jewellery, materials or inherited pieces for redesign, this must be agreed in writing before we accept them.
Limitation of Liability
Nothing in these Terms limits or excludes liability where it would be unlawful to do so.
We are responsible for providing goods that match the agreed specification, are of satisfactory quality and are fit for their normal purpose.
We are not responsible for:
- loss caused by incorrect information supplied by the customer;
- damage caused by misuse, accidental damage, poor aftercare or normal wear and tear;
- delays outside our reasonable control;
- indirect business losses;
- loss of sentimental value beyond the price paid for the item;
- damage to customer-supplied stones, materials or inherited pieces unless accepted by us in writing and caused by our negligence.
Our total liability for an order will not exceed the amount paid for that order, except where the law does not allow this limit.
Governing Law
These Terms and any order placed with THE LAB Jewellers are governed by the laws of England and Wales.
If you are a consumer, you may still have legal rights under the consumer protection laws that apply where you live.
If a dispute arises, we will try to resolve it directly and fairly before any formal action is taken.