Custom FAQ
How does a Custom PO work?
Custom PO is a service we occasionally offer for selected designs when there is enough interest from our community.
Before opening a Custom PO, we may collect customer interest and gemstone preferences to better understand what our community would love to see. These preferences are used as guidance during the sourcing process, but the final gemstone selection is curated by us based on availability, suitability, and overall design considerations.
Once sourcing is complete, customers can choose from the available customisation options listed for that particular design. Depending on the piece, this may include gemstone selection, size, hardware colour, or other options specified in the product listing.
Our Custom PO service allows customers to be a little more involved in the creation process while staying true to the original design. As each Custom PO is different, please refer to the individual product listing for full details on available customisation options and limitations.
Can I request a custom gemstone?
Interest collection may be conducted before a Custom PO opens. Any gemstone preferences submitted during this period are used as guidance when sourcing gemstones.
However, the final gemstone selection is curated by us based on availability, suitability, and overall design considerations.
Once a Custom PO is launched, we are unable to accept additional gemstone requests.
Can I customise the design further?
No. Our Custom PO service is not a fully bespoke jewellery service.
Only the customisation options listed on the product page are available. Additional modifications, design changes, gemstone substitutions, or one-off custom requests cannot be accommodated.
What can I customise?
The available customisation options will vary between designs.
Some Custom POs may allow you to choose from a selection of gemstones, while others may offer additional options such as hardware colour, size, or setting style.
Please refer to the individual product listing for the exact customisation options available for your chosen design. Any customisation options not listed will not be available.
Are the gemstone options limited?
Yes. Many of the gemstones used in our Custom POs are sourced in limited quantities.
Once a gemstone option sells out or all available slots have been filled, it may not be restocked. Availability will always depend on both customer demand and supplier availability.
How long will the Custom PO remain open?
Custom POs remain open until all available slots have been filled or until the collection period ends.
As gemstone availability is often limited, we recommend placing your order once you have found an option you love.
What is the production time?
Each piece is individually handcrafted and made to order.
Please allow approximately 2–3 months for production and completion. By placing an order, you acknowledge and accept this production timeline.
Can I cancel, return, or exchange my order?
As each piece is made to your selected specifications, all Custom PO purchases are final.
We are unable to offer cancellations, refunds, returns, or exchanges for:
• Incorrect size selections
• Incorrect hardware colour selections
• Incorrect product selections
• Change of mind purchases
• Personal preference regarding gemstone placement, colour variations, or final appearance
Please review all product details carefully before placing your order.
Where can I find the specifications for each Custom PO?
As every Custom PO is different, we strongly recommend reading the description of your chosen product listing before purchasing.
Important details such as available gemstone options, sizing, materials, design specifications, and customisation choices will be provided within the individual listing.
By placing an order, you confirm that you have read, understood, and accepted the information provided in both this FAQ and the individual product listing.