Terms and Conditions

Last updated: April 2026

Designing bespoke jewellery or remodelling your existing jewellery is an exciting process, but it is important to be clear about how it works. Please read these terms carefully. If you have any questions, please get in touch via the contact form.

The Consultation

The design process begins with a free consultation to discuss what you would like made, including gemstones, metals, any other materials, timescales, and budget. Sketch drawings and a quote will then be produced. Consultations may take place in person, by email, WhatsApp, telephone, Zoom, or Teams.

If you would like to change the design or adjust the materials, this is the stage to do it.

CAD Design Fee

Once you are happy with the design and quote, a non-refundable fee of £150 to £200 is required for the CAD (computer aided design) drawings, from which the jewellery will be made. Payment of this fee is understood to mean that you are happy with the design and for the CAD drawing to commence.

Once the CAD drawing is complete, there is a further opportunity to adjust the design or change materials. If a revised CAD drawing is required, an additional charge of £50 applies.

Bespoke Jewellery Design

Once you are happy with the final design, written confirmation is required to proceed, along with a deposit of 50% of the quoted figure. On receipt of payment, production will commence. Payment of the 50% deposit is understood to mean that the balance will be paid on completion and that you have read, understood, and agreed to these terms and conditions.

If no written confirmation is given, payment of the deposit is understood to mean that you are happy with the design and for the jewellery to be made.

Please note that the deposit is non-refundable and that production will not begin until the deposit has been received. The design cannot be changed once production has commenced.

On completion, you will receive a video or photograph of the finished piece if you wish. An electronic invoice for the outstanding balance will then be issued. Once paid, your jewellery will be sent to you via Royal Mail Special Delivery or you can arrange to collect it in person.

Remodelling Existing Jewellery

If you are having existing jewellery remodelled, you should send your pieces in appropriate packaging with the correct insurance. Alternatively, you may visit in person to present your jewellery.

Before sending, please take a photograph of your jewellery and forward it to Charlene. Items should be sent via Royal Mail Special Delivery, insured for the appropriate value.

On receipt, Charlene will check the pieces received and send you a photograph to confirm what has arrived. You should notify Charlene immediately if there is any discrepancy between what you sent and what appears in the photograph. No response will be taken as confirmation that you are content with what has been received.

The same deposit and payment terms apply as for bespoke jewellery design above.

By using your existing jewellery metal to create a new piece, the final colour, carat weight, colour match, or usability of the materials provided cannot be guaranteed. If a lower carat weight is found in the jewellery, or metal of a lesser carat weight is added, the Assay Office will mark your piece to the lower carat weight. This will be discussed with you before you agree to proceed.

On completion of your remodelled piece, any gemstones and metal from your original pieces not used in the new design will be returned to you. Please note that the weight of metal you send will not correspond exactly to the weight of the pieces you receive back, as some metal is lost through filing and polishing.

Hallmarking

All jewellery made from precious metal is sent to the Birmingham Assay Office for independent hallmarking before being delivered to you. This is a legal requirement.

For remodelled pieces, Charlene can only work with jewellery that has a visible precious metal hallmark. She is not responsible for the standard of hallmark applied by the Assay Office.

From experience, only UK hallmarks guarantee the standard of the metal. Stamps added in other countries (for example 9kt, 10kt) can sometimes be incorrect.

Timescales

Most commissions take approximately eight to twelve weeks from design approval to completion, depending on complexity. If there are any delays, you will be informed as soon as possible and offered an alternative timescale.

Resizing

If your new ring needs resizing, Charlene is able to do this once at no extra cost if you notify her within fourteen days of receipt.

Faults and Repairs

If you find a fault in your jewellery on receipt, please inform Charlene immediately and the item will be repaired free of charge. No refunds or compensation will be issued. Charlene will not cover the cost of the item being taken elsewhere for repair.

Getting Started

If you agree to these terms and conditions, the next step is to arrange a free consultation.