Custom & Personalized Orders
How we handle engraved, personalized and made-to-order jewelry — approvals, order changes, cancellations, production timelines and final-sale terms.
This Custom & Personalized Orders Policy explains how Aquamarise® handles custom jewelry, made-to-order pieces and personalized/engraved jewelry — including approval requirements, order changes, cancellations, production timelines and final-sale terms.
What Counts as a Custom or Personalized Order
An order is considered custom and/or personalized if it includes any of the following:
- Engraving, monograms, initials, names, dates, coordinates or other personalization.
- Semi-custom modifications (design adjustments, special requests, made-to-order variations).
- Made-to-order fine jewelry production (including many solid gold and platinum pieces).
- Any item altered from its standard sellable condition due to customization.
Your Responsibility for Personalization Details
Please review all personalization details carefully before placing your order. By submitting personalization text, you acknowledge that:
- We produce personalization exactly as entered — spelling, capitalization, punctuation and spacing.
- You are responsible for verifying all personalization details before checkout.
If details are incomplete or unclear, we may contact you for confirmation. If we can't reach you within a reasonable timeframe, production may be delayed.
Engraving Guidelines & Limitations
Engraving is a permanent customization and may have limitations depending on the item's size, shape and material. Common limitations include:
- Character limits (varies by item).
- Available fonts and supported symbols (varies by item).
- Placement restrictions — curved or small surfaces may limit centering and spacing.
Engraving is complete and acceptable when it matches the entered text and is legible within our standard quality and placement tolerances. Because surfaces may be curved or highly polished, minor variations in depth, spacing, alignment and darkness may occur and are not considered defects.
Changes to Custom Orders
Custom and personalized orders enter production quickly. Once production begins, changes may not be possible. If a change is still possible, additional fees and/or production time may apply. Examples that may not be possible once production begins:
- Editing engraving text.
- Changing fonts or placement requests.
- Changing materials or sizes on made-to-order pieces.
Cancellations
Cancellations are governed by our Cancellation Policy. In general:
- Cancellation requests must be submitted as soon as possible after purchase.
- Once production begins (engraving, personalization or made-to-order work), cancellation may not be possible.
Production Timelines
Processing timelines for personalized and made-to-order jewelry vary by product type and are listed in our Shipping Policy. Please note:
- Processing/production time is separate from shipping transit time.
- Peak seasons, holidays, material availability and quality-control review may extend timelines.
Final Sale Terms
Because these items are made specifically for you, custom, semi-custom, engraved, personalized and made-to-order personalized pieces are final sale and are not eligible for returns, refunds or exchanges, except where required by applicable law. For eligible non-custom items, see our Returns & Refunds Policy.
If There's a Production Error or Defect
If you believe your item has a production error (for example, incorrect engraving) or a verified defect:
- Contact us promptly with your order number and clear photos of the issue.
- If approved, resolution may include correction or replacement per our Replacement Policy.
- If engraving doesn't match what was submitted, we'll correct it. If it matches and meets our quality standards, it's considered complete — aesthetic preferences (deeper engraving, different font appearance, centering) aren't grounds for a refund. Re-engraving for preference may be offered as a paid service when feasible.
Natural Materials & Variation
Many jewelry materials have natural characteristics and craftsmanship tolerances. Depending on the item, slight variations may occur:
- Minor differences in finish, polish or texture.
- Natural gemstone characteristics such as inclusions and color variation.
- Differences caused by lighting and screen settings.
Reach our team with your order number and we'll help with personalization, timelines or corrections.
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