The CustomMade Guarantee

We know that buying an engagement ring, or any piece of fine jewelry, can be a little nerve-racking.

Our team takes every step possible to ensure that your piece is perfectly crafted and exactly what you want. We also offer warranties and policies to ensure you're covered in the event that you find anything less than satisfactory.

Warranty Overview

We stand behind our jewelry 100% and we offer a comprehensive set of warranties so that you can purchase with confidence.

The CustomMade Satisfaction Guarantee

If you aren’t thrilled with your custom jewelry when you receive it, we’ll modify or remake it for free.

Diamond Price Match Guarantee

We’re confident in our industry-leading diamond guidance and pricing. If you find a diamond for sale for less somewhere else, we’ll match the price or set it for free!

Lifetime Manufacturer Warranty

We guarantee our workmanship and take responsibility for any structural defects.

Certificate of Authenticity

All the materials (metals, diamonds, and gemstones) we sell are authentic and properly specified in your proposal agreement.

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 the ring or within a year of us performing maintenance on the ring, we’ll replace them free of charge.

The CustomMade Satisfaction Guarantee

When it comes to your engagement ring or any other fine jewelry you design with us, pretty close doesn’t cut it. If you aren’t thrilled with your CustomMade jewelry, we’ll modify or remake it at no additional charge!

The Details

  • We really mean it - if you’re not in love with your custom jewelry, we want to know about it and we want to make it right! There are no hoops, just message us exactly the way you did during the design process and we’ll help you out.
  • We’ll send you a prepaid and insured return shipping label for any repairs or remakes.
  • Adjustments that wouldn’t have impacted the initial purchase price are done at no charge. We’ll only charge for changes that would have resulted in a higher initial price, like adding more accent diamonds.
  • We kindly ask you to let us know about any change requests within 30 days of receiving your jewelry.

Diamond Price Match Guarantee

We handpick amazing diamonds and sell them at industry-leading prices. To do this, we’ve learned the global diamond market inside out. We have access to close to 2 million diamonds at any given time, and we monitor our competitors closely to make sure that we maintain the best prices.

If you find a diamond for sale for less somewhere else, just send us a link with the GIA number and we’ll match the price. We’ll also give you advice on if we think the stone is a good choice. Given our supply networks, we typically have access to the exact same stone - if we don’t have access, you can buy the diamond elsewhere and we’ll set it for free.

Curious to learn more?

We’ll let you in on some secrets about how the diamond trade works.

The diamond industry has been upended by technology over the past 15 years. We used to work with diamond wholesalers in NY and LA, but eventually we were able to track down their suppliers. The vast majority of diamonds in the world are cut in the greater Mumbai area in India. With the rise of the internet and high-quality 360 imaging, those suppliers are increasingly able to deal directly with jewelers like us without the need for a wholesaler to play broker.

In order to offer the best prices we (like most online diamond retailers) don’t hold our own diamond inventory. Instead, we give you access to inventory directly from our suppliers, which gives us access to close to 2 million diamonds at any given time. Through our supply relationships, we’re able to offer you more selection without the middleman premium.

One Free Ring Resizing

If the size on your ring isn’t quite right, just let us know within 365 days of purchase and we’ll do one resizing for free. We’ll even handle insured shipping both ways!

We still recommend doing the best you can to get the ring size right the first time around and to help, we offer free ring sizing kits for all US-based customers. Not all rings can be resized and size changes of more than 1.5 sizes aren’t always possible without remaking the ring from scratch. We’ll remake the ring if that’s what’s required, but it does mean you’ll be without your ring during that time, which we know can be hard!

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.