Customization Policy

Step 1 — Share Your Vision

You can tell us what you have in mind by contacting our team, submitting a design enquiry, or sharing reference images.

During the initial consultation, we may discuss:

• Your preferred design and style
• Ring or jewelry size
• Gold or other precious-metal preferences
• Diamond or gemstone preferences
• Natural or lab-grown diamonds, where applicable
• Budget
• Engraving or personalisation
• Preferred timeframe
• Any other specific requirements

The more information you provide, the better we can understand what you are looking to create.

Where a design fee applies, the amount and payment requirements will be communicated to you before the design work begins.

The design fee covers the time, expertise, consultation, design development, and resources involved in preparing your custom concept.

Where we have agreed that the design fee will be credited toward your final jewelry purchase, the amount will be deducted from the final balance once your custom order is confirmed.

Unless otherwise agreed in writing, a design fee is not refundable if you decide not to proceed with the purchase after the design work has been completed.

This does not affect any rights you may have under the Australian Consumer Law.

Depending on the project, the quotation may include:

• Jewelry design
• Metal type and purity
• Diamond or gemstone specifications
• Manufacturing
• Setting
• Engraving or personalisation
• Estimated production timeframe
• Shipping or delivery charges, where applicable

Before production begins, you will have the opportunity to review the proposed design and specifications.

For custom orders, we require your approval before moving into production.

Please review all details carefully before providing final approval, particularly:

• Ring size
• Metal type and colour
• Diamond or gemstone selection
• Stone size and specifications
• Engraving
• Design details
• Any other personalised requirements

Once production has commenced, changes may not always be possible and may result in additional costs or delays.

The deposit allows us to begin the work involved in your order, which may include sourcing or procuring specific metals, diamonds or gemstones, allocating production resources, and commencing manufacturing.

The remaining 30% balance must generally be paid before the completed jewelry is dispatched or handed over, unless we have agreed otherwise.

For certain orders, we may require a different payment structure depending on the value, complexity, materials, or nature of the project. Any such arrangement will be discussed with you before production begins.

Where a customer cancels a custom order after production or procurement has commenced, we may retain or apply amounts reasonably necessary to cover costs already incurred, subject always to your rights under applicable Australian law.

Your jewelry may involve several stages, including:

1. Design finalisation
2. Material and gemstone procurement
3. CAD or 3D modelling, where applicable
4. Manufacturing
5. Stone setting
6. Polishing and finishing
7. Quality inspection
8. Final preparation for delivery

Depending on your order, we may provide progress updates, CAD renders, photographs, videos, or other updates during the process.

We understand that waiting for a bespoke piece can be exciting, and we aim to keep you informed throughout the journey.

Our typical production timeframe is approximately 4–5 weeks from final design approval and receipt of the required payment, although some projects may take longer.

The actual timeframe can depend on:

• Complexity of the design
• Availability of diamonds or gemstones
• Custom stone sourcing
• Metal availability
• Engraving or personalisation
• Design changes
• Manufacturing requirements
• Quality-control requirements
• Shipping or other circumstances outside our reasonable control

We will provide an estimated timeframe when your order is confirmed.

An estimated production or delivery date is a guide rather than a guaranteed date unless we have expressly agreed otherwise in writing.

If we become aware of a significant delay, we will do our best to keep you informed.

Before Production

If you request a change before production has commenced, we will assess whether the change is practical and whether it affects the quotation or timeframe.

Minor changes may be possible without additional charges, while more substantial changes may require a revised quotation.

After Production Begins

Once manufacturing, material procurement, stone sourcing, or other production work has started, changes may be difficult or impossible to accommodate.

If a change can be made, additional costs may apply for:

• New materials
• Additional gemstones
• Manufacturing changes
• Reworking the jewelry
• Replacement components
• Additional labour
• Additional shipping
• Extended production time

We will discuss any additional costs with you before proceeding with a material change wherever reasonably possible.

You are responsible for carefully confirming details such as:

• Ring size
• Engraving wording and spelling
• Metal preference
• Gemstone selection
• Diamond specifications
• Design preferences
• Personalisation details
• Delivery information

If incorrect information is supplied by you and the jewelry is subsequently produced in accordance with that information, additional costs may apply to correct or remake the piece where the issue is not due to a fault on our part.

We will always do our best to help find a reasonable solution.

We strongly recommend confirming your size carefully before production begins. If you are unsure, please speak with our team before approving your order.

If a completed ring requires resizing, we will assess the piece and let you know whether resizing is technically possible.

Depending on the circumstances, resizing may involve an additional fee.

Certain designs, settings, gemstones, eternity bands, intricate patterns, or unusual constructions may have limited resizing options.

If the sizing issue results from an error by Karat and Facet, we will assess the matter and provide an appropriate resolution in accordance with applicable law.

Depending on the piece, we may inspect areas such as:

• Overall finish
• Setting and security of gemstones
• Metalwork
• Polishing
• Engraving
• Dimensions and design details
• General workmanship

Where appropriate, we may also provide photographs or a video of the completed piece before dispatch.

Our aim is to ensure that your jewelry has been made in accordance with the approved specifications.

The outstanding balance must generally be paid before the jewelry is dispatched.

Once payment has been received, we will arrange delivery using the agreed shipping method.

If an alternative collection or delivery arrangement has been agreed with you, the applicable payment requirements will be confirmed separately.

For information about delivery, please refer to our Shipping Policy.

Custom, personalised, engraved, modified, or made-to-order pieces may therefore have different cancellation and return conditions from standard products.

However, nothing in this policy removes your rights under the Australian Consumer Law.

If your jewelry is faulty, does not match the agreed specifications, or otherwise fails to meet a consumer guarantee that applies to your purchase, please contact us as soon as possible.

We will assess the issue and provide the remedy required under applicable law.

For further information, please refer to our Returns & Refunds Policy and Cancellation Policy.

If you believe your jewelry has a manufacturing defect or does not match the specifications that were agreed with you, please contact us with details of the issue and, where possible, photographs or videos.

We will review the matter and may request that the jewelry be returned to us for inspection.

If the issue is covered by an applicable consumer guarantee or warranty, we will provide the appropriate remedy in accordance with the applicable terms and law.

Please note that damage caused by accidents, misuse, improper care, unauthorised alterations, or ordinary wear and tear may be treated differently, subject to your rights under applicable law.

Where a specific stone has been approved by you, we will use reasonable care to ensure that the stone selected matches the agreed specifications.

For certified diamonds or gemstones, the relevant grading or certification information will be provided where applicable.

Lab-grown diamonds have the same fundamental chemical composition and crystal structure as natural diamonds but are produced using controlled technological processes rather than formed naturally within the Earth.

If certification is included with your selected diamond, the relevant certificate details will be provided as applicable to the purchase.

Minor differences may occur between a digital representation and the finished physical jewelry due to manufacturing processes, material properties, gemstone characteristics, lighting, photography, and other practical factors.

Where a material change to the agreed design is necessary, we will seek your approval wherever reasonably possible before proceeding.

Payment for a custom jewelry piece does not automatically transfer ownership of our underlying design files, CAD models, drawings, or design processes.

You may not reproduce, manufacture, sell, distribute, or commercially use our design materials without our written permission.

Where you provide us with a design, photograph, drawing, or other reference material, you confirm that you have permission to provide it to us and that doing so does not knowingly infringe another person's rights.

Any updated version will be published on this page with a revised “Last Updated” date.

The version applicable to your order will generally be the version in effect when your order is confirmed, subject to any changes required by law.

If you are unsure about sizing, gemstones, metals, design changes, production times, payment, or anything else relating to your custom order, please contact us before proceeding.

We would much rather answer your questions early than have you feel uncertain later.

Karat and Facet
Email: info@karatandfacet.com

We're here to help you create something you'll be proud to wear and keep for years to come.

Karat and Facet — Made with care. Made for you.