We know this isn’t just another purchase. It’s a lifetime piece, and a deeply personal one. So we’ve built a set of policies that anticipate the “what ifs”.
You just worry about the “Will you marry me?” part. We’ll handle the rest: lifetime coverage, resizing, long-term care, and all the little things you shouldn’t have to stress about.
“Pretty close” doesn’t cut it. We want you thrilled. If your piece isn’t exactly what you hoped for, let us know within 30 days and we’ll modify or remake it at no charge. No fine print, no hoops, no guilt trips.
Jewelry in hand? Good. Still here for you? Absolutely. Jewelry meant to wear for a lifetime deserves a guarantee to match, and that’s exactly what you’ll find here.
When it comes to your engagement ring - or any CustomMade jewelry - “pretty close” isn’t close enough. If you’re not thrilled with it, we’ll remake or modify it at no additional cost.
If your ring doesn’t fit when you receive it, resizing it is on us, including shipping. Just let us know within a year, and we’ll make it right if the fit isn’t.
If your ring doesn’t fit quite right - now or in the future - resizing is common, quick, and usually easy. Let us know within 365 days of receiving your ring and we’ll resize it once for free, including insured shipping both ways.
Don’t know your ring size? That’s okay! When you place your initial deposit, we’ll send you a free ring sizing kit to help you figure it out. (US customers only.)
Not all rings can be resized, and may have to be remade from scratch. But that’s okay, we’ll cover that too. Resizing typically involves stretching or removing metal, which isn’t possible for every design. If your ring can’t be resized, we’ll remake it for you at no cost if we’re within the 365 day window.
We include a temporary ring size adjuster in our engagement ring packaging. Every engagement ring comes with a sizing adjuster inside the box. It’s a simple way to get a snug fit right away - especially helpful if you’re proposing soon or between sizes. If the ring is too large, wear it with the adjuster until you’re ready to send it back for resizing.
You won’t get a call center with us. You’ll get the same person who helped design your ring - still just a message away, whether it’s a question about care, or a resizing years down the road.
Our project managers aren’t just here to keep your order on track, they’re here to learn your story, guide your decisions, and make sure your jewelry turns out exactly the way you hoped.
But that connection doesn’t end when your jewelry ships. The same person who helped you design your piece is still just a message away, ready to help with anything that comes up.
We’re always a message away. Literally. Once your project is complete, your project thread remains accessible indefinitely, and should be your first stop to send us a message if you have any issues or questions.
We’re still here, long after the “I do.” Have a question about maintenance? Feeling nervous that a stone might be loose? Just want to share a wedding photo (please do)? You’ve got a direct line to the same person who helped you design your ring - no tickets, no bots, no fuss. Just good people who care that your piece lasts a lifetime.
We know this is one of the most important purchases you’ll ever make. and we’re here to make sure you feel taken care of, for as long as you wear it.
We guarantee our craftsmanship. If something wasn’t made right, we’ll make it right. Simple as that.
We take pride in the quality of our work, and we stand behind it. Every piece we make is covered by a lifetime warranty against manufacturing defects. No fine print, just craftsmanship we’re proud to guarantee.
If something doesn’t seem right, let us know. You can send your piece back for inspection, and if we determine the issue is due to a manufacturing defect, we’ll repair or replace it at no cost. If it turns out the issue isn’t covered under this warranty, we’ll still give you honest guidance and affordable repair options.
Our pieces are finished by hand, which means you may notice small differences between your final piece and the CAD renderings shown during design. This is part of the handmade process - not a defect.
This warranty covers claims made by the original purchaser, or the person the piece was given to by the purchaser. It does not cover pieces made by CustomMade that have been resold.
This warranty only applies to jewelry created by CustomMade and purchased directly through our website. It does not cover pieces made by CustomMade that have been sold through 3rd party marketplaces or retailers (eBay, pawn shops, other jewelers, etc.).
Normal signs of wear and tear. Small surface scratches, patina, plating wear, or loss of luster over time aren’t covered. They’re just a natural part of wearing and loving your piece.
Damage from accidents or misuse. Impact damage, crushing, or exposure to harsh chemicals (e.g. cleaning agents, pools, or hot tubs) falls outside of warranty coverage.
Unauthorized repairs or alterations. If a third party modifies or repairs your piece - even if they mean well or do good work - it voids this warranty.
Loss or theft. We cover what we make, but not what disappears. (This is why we always recommend jewelry insurance, especially for more expensive pieces.)
Rings resized elsewhere. If you have your ring resized by another jeweler, we can no longer cover that piece under our warranty. We offer free resizing within the first year, and we’re always happy to help with future adjustments for a small fee (usually $75 or less).
Little stones come loose sometimes. If they do, we’ve got you. We’ll replace them free for the first year, and extend that coverage each time you send the piece in for a checkup.
If any small accent stones (under $100 in value, individually) break or fall out of their settings in the first year, we’ll replace them free of charge. It’s part of our commitment to long-term peace of mind. And when you send your piece back for routine cleaning and maintenance, we’ll extend that coverage for another full year, every time.
Some types of delicate gems are not covered by this warranty. Opals, pearls, and moonstones are more fragile and don’t qualify for free replacement.
This warranty covers claims made by the original purchaser, or the person the piece was given to by the purchaser. It does not cover pieces made by CustomMade that have been resold.
This warranty only applies to jewelry created by CustomMade and purchased directly through our website. It does not cover pieces made by CustomMade that have been resold through 3rd party marketplaces or retailers (eBay, pawn shops, other jewelers, etc.)
Routine maintenance. We recommend sending your piece in every 6–12 months for cleaning and a quick check of your settings. It keeps everything sparkling and secure, and extends your accent stone warranty at the same time. We’ll happily take care of it for you.
Insuring center stones. Larger center stones aren’t as prone to falling out of their settings, because the work isn’t as delicate. However, because they’re generally more valuable and carry more sentimental value than accent stones, we still recommend purchasing insurance to cover damage or loss. While we don’t offer insurance ourselves, homeowner’s, renter’s, or individual jewelry policies can cover this, and we’ll include the necessary paperwork with your order that has everything your insurer needs to set it up.
Every metal, gemstone, and design detail in your piece is fully documented. No mystery materials here.
Every piece from CustomMade includes a Certificate of Authenticity — a document that affirms the materials listed in your project receipt are exactly what we said they are. It confirms that your jewelry was made using authentic metals and gemstones, and that we’re backing it up with written verification.
Metals: We certify the purity and type of metals used (like 14K yellow gold or platinum), consistent with FTC regulations.
Diamonds & gemstones: If any stones used in your piece came with a third-party certificate (like GIA or IGI), your receipt will reference it, it’ll be included in your document folder with your piece, and we confirm its presence and type in the certificate.
Stone type & origin: For uncertified gemstones, we verify the gem type (diamond, sapphire, etc.) and note whether it was lab-grown or naturally formed.
Insurance companies often ask for a Certificate of Authenticity when setting up coverage. But even if they don’t, it’s good to have formal documentation that says: “This is what I bought, and here’s proof.”
The certificate itself is included in the document folder you receive with your jewelry. It’s our way of confirming what you purchased, and putting our name behind it.
Think you found the same diamond we recommended for less? We’ll match the price. No hoops, no hassle . Just reassurance you’re getting a fair deal.
If we’ve recommended a diamond and you find that exact same stone available for less elsewhere, we’ll match the price. No hoops, no hassle, just reassurance that you’re getting the diamond you want at a fair price.
The stone must have the same GIA or IGI number: We can only match the exact stone - not a close lookalike, even if the specs seem similar on paper.
You’ll need to send us a link with the price visible: The listing must be online and verifiable. We’re not able to match quotes from phone calls or in-store visits.
If you’ve found a diamond you love somewhere else, let us know. If it’s available through our supplier network, we can usually source the exact stone and honor the outside price, even if we didn’t recommend it originally.
The same conditions apply: the diamond must be GIA or IGI graded, publicly listed online, and verifiable.
Free, fully insured shipping. Whether you’re stateside, abroad, or stationed halfway around the world.
We offer free, fully-insured shipping for all purchases.
Fully insured: All packages shipped by us are fully insured for all jewelry included.
Discrete packaging: While we’re very proud of our product packaging, we enclose it in a discrete outer box so no one’s aware expensive items may be inside.
Support until it’s at your door: If there’s an issue with your shipment (things do happen), we’ll work with the carrier to get things resolved.
We ship to all United States addresses with tracking and signature required.
All international shipments are sent fully-insured via one of our trusted shipping partners. Shipping and customs processing timelines vary, but we find that our shipments typically take 2-5 business days including both shipping and the time required to clear customs.
Once your item has been shipped, you'll receive tracking information, and our shipping provider 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.
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!
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.