The CustomMade Guarantee

Lifetime Manufacturer Warranty

We stand behind our craftsmanship. We warrant that all items we produce will be free from manufacturing defects.

Making a Claim

In the case of an issue with your jewelry, you may return it to us for inspection. If we determine that the item is damaged due to a manufacturing defect, we will repair or replace the item free of charge. If the item is determined not to qualify under the warranty, we will offer you options for repair or replacement at competitive pricing.

Cases That Are Not Manufacturing Defects

Jewelry is always at risk of issues due to normal wear and specific incidents. We do not provide warranties for wear or loss. The following is a list of examples of common jewelry issues that are not considered manufacturing defects:

1. Stones that fall out or break. Lost gems are only covered as specified in the Accent Stone Loss Warranty.
2. Bent or worn out prongs that require maintenance or restoration.
3. Metal discoloration and skin reactions to metal. The precious metals used in jewelry are prone to discoloration due to exposure to chemicals, chlorine, skin, or the air. Some people’s skin reacts with sterling silver to create a green residue. Some people have an allergic reaction to the nickel contained in standard white gold alloys.

Warranty Subject to the Following Conditions

1. All CustomMade pieces are finished by hand. Differences between the physical piece and the CAD renderings presented during design are expected and considered part of the hand-finished character of the item. They are not considered manufacturing defects.
2. This warranty is applicable to the first purchaser of the jewelry, and the first person to whom it is given within their lifetime.
3. This warranty applies only to jewelry created by CustomMade, and purchased directly from CustomMade’s web site. It does not apply to any item purchased from independent sellers/makers on the CustomMade Maker Marketplace.

Accent Stone Loss Warranty

If any small accent gems (<$100 value) break or fall out of their settings in the first year after we create your jewelry, we’ll replace the accent gems free of charge. This warranty extends for a year each time that you send us your piece for cleaning and routine maintenance.

Conditions

1. Opals, Pearls, and Moonstones require special care and do not qualify for free replacement.
2. This warranty is applicable to the first purchaser of the jewelry, and the first person to whom it is given within their lifetime.
3. This warranty applies only to jewelry created by CustomMade, and purchased directly from CustomMade’s web site. It does not apply to any item purchased from independent sellers/makers on the CustomMade Maker Marketplace.

Related notes

Routine Maintenance: We recommend routine maintenance on your jewelry every 6-12 months, including cleaning, polishing, and checking the gem settings. This keeps your jewelry looking beautiful and your gemstones secure. We'd be happy to do this maintenance for you, including extending our Accent Stone Loss Warranty as specified above.

Center stone insurance: We do not sell insurance for your jewelry or its center stone for cases of loss or damage. To protect your investment, we highly recommend making sure your piece is insured under a homeowners, renters, or individual jewelry insurance policy. This is a common service that your insurer will be happy to provide. To make this easy, we provide the CustomMade Detailed Receipt with every purchase. The detailed receipt contains all the product information your insurance company will need to set up your policy.

Certificate of Authenticity

This certificate states that all metals, diamonds, and gemstones in your jewelry purchased from CustomMade are delivered as specified in the project proposal.

Materials specification

“As specified” in the above summary refers to the following:

1. Metal: In accordance with United States FTC regulations, your jewelry contains a metal mark, specifying the metal type and minimum purity, alongside our trademark. For example, a 14K metal mark indicates a gold alloy, made up of no less than 14 parts gold mixed throughout with 10 parts other metal.
2. Diamonds and gemstones with certificates: For diamonds and gemstones sold with certificates, we certify that the stone you receive is the stone specified in the certificate and has the characteristics stated in the certificate according to the best determination of the issuing body (e.g. GIA, AGL, etc.).
3. Diamonds and gemstones without certificates: For diamonds and gemstones sold without certificates, this certificate certifies that we’ve delivered the type of stone indicated both by type (e.g. diamond, sapphire, emerald) and whether it was naturally-formed or created in a lab. This certificate does not cover more specific grading characteristics (e.g. AAA, AA, etc.) for non-certified stones.

Replacement terms

If your piece is not delivered as specified according to the above conditions, we will, upon your request, replace the inaccurate item with one that meets or exceeds the promised characteristics. Alternatively, CustomMade reserves the right to request a return of the item in exchange for a refund of the original purchase price.

Making a claim

If you make a claim under this policy, you must allow us to:

1. Inspect the piece and any evaluation on which you base your claim.
2. Have the piece inspected by an independent laboratory, including removing any diamonds or gemstones if required for examination.

Warranty conditions

This certificate is subject to the following conditions:

1. This certificate does not cover characteristics of the design or finish. It only refers to the authentic representation of metals, diamonds, and gemstones.
2. Metal discoloration and skin reactions to metal are not evidence of inauthentic material. The precious metals used in jewelry are prone to discoloration due to exposure to chemicals, chlorine, skin, or the air. Some people’s skin reacts with sterling silver to create a green residue. Some people have an allergic reaction to the nickel contained in standard white gold alloys.
3. The condition of any diamonds or gemstones will be determined by standard gemological techniques used at the time of purchase, including examination under no greater than 10x magnification.
4. This certificate refers to the authenticity of the piece when it was shipped and does not cover damage that occurs after the date of shipment.
5. The accuracy of any diamond and gemstone measurements will be determined within +/- 0.05mm and +/- 0.05ct.
6. This certificate is applicable to the first purchaser of the jewelry, and the first person to whom it is given within their lifetime.
7. This certificate applies only to jewelry created by CustomMade, and purchased directly from CustomMade’s web site. It does not apply to any item purchased from independent sellers/makers on the CustomMade Maker Marketplace.

Lifetime Customer Service

Exceptional Customer Service

Our team of jewelry consultants, artists, CAD designers, design leads and support reps gets rave reviews. That's because the heart of the CustomMade experience is the personal connection we form with each customer as we work to design and create a meaningful piece of jewelry. Customer service isn't an afterthought, it's the core of our business. Your dedicated team often gets to know you quite personally, learning about everything from your style to the joys and hardships in your life. They’ll offer advice, answer questions, and, ultimately, make a killer piece of jewelry for you.

A Lifetime of Service and Support

Our team will continue to be available to you long after you receive your piece. It's really important to us that you wear your piece for many years to come, so you can reach one of us any time you have a question or concern. Need help getting your engagement ring insured? Wondering how to polish your band? Anxious about a stone setting getting loose? Or maybe you have some wedding photos to share? We're here. Reach out any time! And, please... send those wedding pics!

Shipping Policies

Domestic

We offer free, fully-insured shipping to all United States addresses. Purchases over $1,000 require a signature upon delivery for added security.

International

All international shipments are sent fully-insured via DHL Worldwide Express at a flat rate of $35 ($25 to Canada). Worldwide Express is DHL’s fastest service, which we find typically takes 2-5 business days including both shipping and the time required to clear customs.

Once your item has been shipped, DHL will contact you regarding any applicable VAT, tariffs, or fees charged by your local government. You are responsible for these charges, which are often the same taxes charged on domestic purchases. You can make payment directly through DHL’s online payment portal.

We ship to 50+ countries worldwide. There are a handful of countries we don’t ship to, either due to restrictions from our shipping providers or customs regulations at the shipping destination. To see if your country qualifies, start a consultation and ask us!

US Military and Diplomatic Locations

We ship frequently to APO, FPO, and DPO addresses. Shipments are free and fully-insured just like our domestic US shipments. As military customers are probably aware, shipments arrive reliably, but speed depends on your location. You can expect anywhere from several days up to 40 days for delivery.