Effective Date: 01/01/2025 Updated: 02/21/2026
Marblehead Custom Jewelry (“Seller,” “we,” “us,” “our”) and the customer (“Customer,” “you”) agree to the following terms for the design, creation, and purchase of a custom jewelry piece (the “Custom Piece”).
By placing a custom order, paying a deposit, signing a custom intake slip/envelope, supplying stones or metal, or otherwise authorizing us to proceed, you agree to these Custom Order Terms & Conditions, in addition to our general store and website policies.
1. Custom Order Details
1.1 Documentation
Custom order specifics will be documented on your custom intake slip or envelope, which becomes part of this agreement and will generally include:
- Description of Item (detailed description of the piece)
- Materials Used (gold, silver, platinum, diamonds, gemstones, etc.)
- Design Specifications (engraving, size, weight, finishes, or other details)
- Estimated Completion Date
- Quote / Budget / Price Range
1.2 Design Scope
The final design may differ slightly from digital renderings or sketches due to the nature of hand‑finished and natural materials (for example, gemstone color variations, minor dimensional tolerances, or finish differences), but will be consistent with the overall approved design concept.
1.3 Customer‑Supplied Stones & Materials (Overview)
If your custom project uses stones, metal, or components that you provide, additional Customer‑Supplied Stones & Materials terms apply, including limitations on our liability for pre‑existing flaws or inherent weaknesses in those materials. Please see our Jewelry Repair & Warranty Terms & Conditions (Customer‑Supplied section 7 of Jewelry Repair & Warranty Terms & Conditions) for full details, which are incorporated into this agreement by reference.
2. Payment Terms
2.1 Total Estimated Price or Quote
Price and budgeting are discussed during project intake and noted on the intake form. Any estimate or quote is not guaranteed and is subject to change prior to deposit due to fluctuations in metal and gemstone markets, design changes, or updated vendor costs.
2.2 Price Lock
The project price is not locked in until we receive at least a 50% non‑refundable deposit. Once the deposit is received, the quoted price is locked in, unless you request changes to the design, materials, or scope.
2.3 Deposit
- A non‑refundable deposit of 50% of the most recent quote or a non‑refundable $300 design fee (as indicated on your intake form) is required to begin or continue the design and production process.
- Deposits and design fees cover design time, CAD work, communication, and any materials or vendor costs incurred on your behalf.
- The project is not confirmed, and production will not begin, until the required 50% deposit (or more) is received.
- Any deposit is not an additional cost and deducts from the total cost of the project, unless otherwise agreed upon.
2.4 Final Payment
The remaining balance is due upon completion and prior to delivery or pick‑up of the Custom Piece. We require full payment before shipping or releasing the piece.
2.5 Taxes & Fees
All prices are subject to applicable sales tax and any agreed shipping, insurance, or rush fees.
3. Production Timeline
3.1 Estimated Timeline
- Design Phase: You will typically receive an initial design or rendering in approximately 2–4 weeks from the date we have all required information and/or the design fee.
- Production Phase: Once you approve the design and pay the required 50% deposit, production typically takes approximately 6–12 weeks.
- Overall, the Custom Piece is generally completed within 8–16 weeks from project initiation, unless otherwise agreed in writing.
3.2 Customer Response Delays
Delays in providing approvals, feedback, measurements, or other requested information will proportionally extend the timeline. We are not responsible for delays caused by late responses or changes requested by the Customer.
3.3 Unforeseen Delays
Timelines are estimates only and are not guaranteed. Unforeseen circumstances (for example, vendor delays, shipping issues, illness, equipment failure, weather events) may affect the timeline. Customers will be notified of material changes to the estimated completion date.
3.4 Rush Orders
Rush requests may be accepted at our discretion and may incur additional rush fees, which will be quoted and agreed upon in advance.
4. Design Approval & Modifications
4.1 Design Approval
- Customers will receive design proofs, renderings, or prototypes (if applicable) for approval prior to production.
- Not all custom projects will receive a physical prototype; in many cases, digital renderings and written descriptions will constitute the design proof. To be discussed and determined at time of project intake.
4.2 Customer Responsibility
You are responsible for carefully reviewing all details in the design proof, including ring size, stone sizes, layout, engraving spelling/grammar, and any other specifications. Approval confirms that these details are correct.
4.3 Approval to Proceed
Once you provide design approval (verbally, in writing, or via signature) and pay the required deposit, we will proceed to production.
4.4 Changes After Approval
- Any change to design, materials, sizing, or other specifications after approval may result in additional costs and extended timelines.
- In some cases, changes may not be possible once materials have been ordered or production has started.
- We will provide an updated quote for any requested changes before moving forward.
5. Return, Exchange & Cancellation Policy
5.1 Final Sale
Due to the custom nature of these pieces, all custom orders are final sale and non‑refundable once production has begun, except as required for defective or non‑conforming goods under applicable law. This includes situations where you change your mind, your preferences change, or you later decide the piece is not to your personal taste or size preference after approving the design and size. Please see our Return & Exchange Policy for full details, which are incorporated into this agreement by reference.
5.2 Pre‑Production Cancellation
- If you cancel before production begins but after design work has started, your non‑refundable deposit or design fee will be retained as compensation for design time and any costs incurred.
- At our discretion, we may allow you to apply a portion of the retained deposit as store credit toward repairs, in‑stock (“case”) sales, or a new custom project; any such store credit will be documented at the time of cancellation.
Please see our Return & Exchange Policy for complete terms (Return & Exchange Policy, section 4.2 Store Credit and Gift Card Terms).
5.3 Post‑Production Cancellation
If you cancel after production has begun (for example, after we order materials, cast, set stones, or otherwise fabricate components), you are responsible for the full remaining balance of the project. We may, at our discretion, offer store credit or attempt to repurpose the design, but we are not obligated to do so.
5.4 Defects & Non‑Conforming Goods
Final sale status does not limit your rights regarding defective or non‑conforming goods under applicable law. If you believe there is a craftsmanship defect, you must notify us promptly, and we will inspect the piece and, if a defect is confirmed, repair, remake, or otherwise provide a reasonable remedy consistent with our Warranty & Repairs section.
6. Warranty & Repairs
6.1 Warranty Coverage
- Custom pieces are covered under a craftsmanship warranty for 6 months from the pick‑up or delivery date.
- To extend this coverage to a full 1 year, you must schedule and complete a 6‑month check‑in where we clean and inspect the piece (mail‑in or walk‑in options available).
- The total warranty period does not exceed one year from the original pick‑up or delivery date, unless otherwise stated in writing.
6.2 What the Warranty Covers
This warranty covers craftsmanship defects in the way the piece was made (for example, prongs not properly secured, solder joints failing under normal wear).
6.3 What the Warranty Does Not Cover
The warranty does not cover:
- Normal wear and tear;
- Damage from impact, bending, crushing, snagging, or other accidents;
- Loss or damage due to misuse, neglect, improper care, or failure to follow care instructions;
- Loss of stones or parts due to damage or trauma;
- Theft, loss, or mysterious disappearance.
6.4 Customer Responsibilities
You are responsible for:
- Bringing or shipping the piece in for the 6‑month check‑in if you wish to extend the warranty to one year;
- Having your piece checked regularly (we recommend inspection every 6-12 months) to monitor wear and prong security;
- Insure high‑value pieces under your homeowner’s, renter’s, or jewelry insurance policy.
6.5 Third‑Party Repairs
Any repair, resizing, modification, or alteration performed by a third party (other than Marblehead Custom Jewelry) voids our craftsmanship warranty on the piece.
6.6 Repairs Beyond Warranty
Repairs due to normal wear, accidents, or causes outside of craftsmanship defects are available at additional cost and will be quoted on a case‑by‑case basis.
7. Liability Disclaimer
7.1 General Limitation
To the fullest extent permitted by law, our liability for any claim relating to a Custom Piece is limited to the amount you paid us for that piece. We are not liable for any indirect, incidental, or consequential damages (for example, loss of use, emotional distress, or lost profits).
7.2 Damage & Misuse
We are not responsible for damage caused by:
- Improper handling, misuse, or neglect;
- Exposure to harsh chemicals, extreme forces, or environments not suitable for fine jewelry;
- Accidents, loss, theft, or events outside our control;
- Third‑party modifications, resizing, or repairs.
7.3 Materials & Natural Characteristics
We guarantee the authenticity of metals and stones as represented at the time of sale. Natural gemstones and diamonds may have inclusions or characteristics that are not considered defects. Normal wear over time is expected and is not covered under this policy.
7.4 Customer‑Supplied Stones & Materials
If your Custom Piece uses Customer‑Supplied stones or metal, our separate Customer‑Supplied Stones & Materials terms in the Jewelry Repair & Warranty policy apply (Customer‑Supplied section 7 of Jewelry Repair & Warranty Terms & Conditions), including specific limitations on our responsibility for damage arising from pre‑existing flaws or inherent weaknesses. By proceeding with a custom project using your materials, you acknowledge and accept those additional terms.
7.5 Legal Rights
Nothing in these terms is intended to waive or limit any non‑waivable statutory rights you may have under applicable Massachusetts or federal law, including implied warranties that cannot be disclaimed.
8. Confidentiality & Design Ownership
8.1 Confidentiality of Customer Information
We will not intentionally disclose specific information about your jewelry’s design, materials, or appraised value to third parties, except as reasonably necessary to perform the work (for example, working with vendors, insurers, or delivery services) or as required by law.
8.2 Our Designs, Artwork & Renderings
All design concepts, sketches, CAD files, renderings, wax/3D models, written design descriptions, and photographs that we create in connection with your project (the “Design Materials”) are and remain the sole intellectual property of Marblehead Custom Jewelry, even after the Custom Piece is completed and delivered. You are purchasing the finished Custom Piece itself, not the underlying design rights, CAD files, or other Design Materials.
8.3 Limited License for Personal Use
You may photograph and share your finished Custom Piece for personal, non‑commercial purposes (for example, social media, personal website, wedding publications), but you may not reproduce, manufacture, or have others manufacture copies of our designs, or use our Design Materials, sketches, or photos for commercial production without our prior written consent.
8.4 Our Right to Photograph & Display Work
We may photograph, video, or otherwise document Custom Pieces and use those images in our portfolio, website, and marketing materials, in print or online, provided that we do not disclose your full name, address, or other sensitive personal information without your consent. If you prefer that your piece not be featured publicly, please let us know in writing at or before final pickup and we will make reasonable efforts to honor that request.
9. Governing Law
This Agreement is governed by the laws of the Commonwealth of Massachusetts, without regard to conflict of laws principles.
By entrusting jewelry to Marblehead Custom Jewelry, the Customer agrees to all terms and conditions outlined above.
10. Contact Information
For questions about custom projects or any of our policies please contact:
Marblehead Custom Jewelry
Phone: 413‑238‑1383
Email: info@marbleheadcustomjewelry.com
Address: 66 Washington St, Marblehead, MA 01945
Website: https://marbleheadcustomjewelry.com
Policies: https://marbleheadcustomjewelry.com/policies/
We thank you for choosing Marblehead Custom Jewelry and appreciate your business.
