CustomMade Trust and Safety Guarantee

Transact with a maker through CustomMade and get these protections

• Protect yourself from fraud and misrepresentation

  We know the Internet can be a scary place, especially for something like a custom project! That’s why we’re here.

  As long as everything happens on the CustomMade website, we can get involved in the unlikely event of fraud or misrepresentation on the part of a maker. Your ring never showed up? You sent money and the Maker disappeared? You asked for Cherry and he sent you Maple? You asked for white gold and she sent you silver? We’re on it! We’ll get involved to help make it right, because we have a record of everything that happened, from the payments you made to the changes you requested. And if we can’t make it right, we’ll write you a check.

  Helpful tip

  Just make sure all of your correspondence with the maker happens on CustomMade, and always insist on accepting a project proposal with a maker on the website.

• Be sure you get what you order

  We know you might be nervous that you won’t get what you ordered, or it won’t be right. Not to worry.

  CustomMade hosts a very structured process to be sure there aren’t misunderstandings. Once a maker proposes to do a project, and you accept, a legally binding project agreement is created. If there are changes to the agreement, both sides have to agree. Once the agreement is made, we charge the maker a small service fee (10%). If there’s a problem or a delay, be sure you communicate about it with the maker through the website. We’ll watch your back. Worried about delays? Concerned that he said he shipped it but it never arrived? We’re here and you’re protected.

  Helpful tip

  Be sure to use the tools on the website for the entire project, from inception to completion, so the CustomMade Trust and Safety Guarantee is in full force and effect.

• Get help resolving disputes

  It doesn’t happen often, but sometimes you aren’t happy and the maker can’t or won’t make it right. We’ve got it under control.

  CustomMade allows makers to upload periodic project updates and progress pictures to help keep you informed of what’s going on with your project—automatically. Once a project is completed, those photos and updates can be made into a “creation story” that makers can share on their profile, and you can share with your friends. It’s cool, it’s fun, and it prevents disputes and misunderstandings. But if you still can’t get resolution, CustomMade can step in and mediate when customers and makers can’t resolve issues on their own.

  Helpful tip

  Sometimes an impartial third-party is all it takes. Just be sure we have a record of your project so we can help! Don’t communicate with makers via personal email, and don’t agree to project changes over the phone. If you do, come right back on to CustomMade and make a record of it so we know!

• Review your maker

  You get to review and rate your experience on every project—and makers value your feedback!

  Our makers want to hear from you when you are satisfied and when you aren’t. And other customers want to know too. Had a great experience? Shout it from the rooftops so your maker can use your positive experience as a marketing tool to acquire more custom projects. Had a bad experience? Hopefully, that never happens—but if it does, you can warn others.

  Helpful tip

  If everything you do regarding your project happens on CustomMade, the maker knows you can provide a review at the end. Just like eBay, maker’s reputations on CustomMade mean a great deal, so they want you to be satisfied!