Custom Order Terms
Last updated: 26 May 2026
These terms apply to every custom commission carried out by NJewellery (Silvaris Group Pty Ltd, ABN 52 681 572 912). They’re written in plain English on purpose — we’d rather you read them than gloss over them. If anything below is unclear, write to us at natalia@njewellery.com and we’ll explain it.
A custom commission begins once you’ve confirmed in writing that you’d like to proceed (email reply with “yes, let’s go” is enough) and the Stage 1 payment has been received. From that point, the terms below are binding on both sides. The full process and what to expect at each step lives on our Custom Design page.
1. Payment in three stages
All bespoke commissions are paid in three stages: 20% to begin stone sourcing, 30% to lock the final price once the metal is ordered, and 50% before the finished piece ships. All amounts are in AUD and calculated against the locked final price (not the initial estimate). Each stage must be paid in full before the next stage begins. Made-to-Order adaptations are simpler: a 50% deposit at the time of quote and the balance before shipping.
2. Estimates and price lock
The first quote is an estimate based on the gold spot price on the day it’s issued and is valid for 30 days. The final price is locked at Stage 2, when the metal is ordered. If the locked price is more than 10% above the original estimate, we will contact you for written approval before continuing — you may step out at that point with no further charge, and forfeit only the Stage 1 deposit.
3. Cancellation and refunds
If you cancel before any work has been done (i.e. immediately after Stage 1), the deposit is refunded in full less any out-of-pocket costs already committed (typically nothing). After stones have been sourced, the 20% is non-refundable. After Stage 2 is paid, the combined 50% is non-refundable as gold and labour have been committed. Once the piece is complete, the full balance is owed.
4. Stone approvals
Stone options will be sent to you for approval. You have 7 days from the time options are sent to choose; if we don’t hear back within 14 days, we will pause the project and re-quote when you’re ready to resume. Pausing protects against gold-price drift over open-ended timelines — it’s not a penalty, and the work picks up where it left off.
5. Timeframes
All timelines are estimates. Stone sourcing, casting, setting, and engraving each have their own variables; we’ll keep you updated throughout. Delays from international suppliers or shipping are outside our control and are not grounds for refund. Typical lead times are 3–4 weeks for Made to Order and 8–14 weeks for Bespoke from the date Stage 1 is paid.
6. Heirloom and customer-supplied stones
If you’re bringing your own stones, we examine and weigh them at the consultation (in person at our Paddington Markets stall, or on a recorded video call). If a stone has a hidden inclusion, chip, or setting issue we discover during examination, we will tell you before any work begins. Customer-supplied stones travel and are set at the owner’s risk; we recommend insuring them for transit. We do not accept liability for stones lost or damaged in transit to us.
7. Final piece, faults and care
Custom pieces are made once, for you, and are not eligible for return or change of mind. If you believe the piece is faulty on receipt, please contact us within 7 days so we can assess and resolve it. Each piece is covered by NJewellery’s 12-month maker’s warranty against manufacturing faults. Resizing within the first year is included at no charge where the design allows; subsequent resizing is offered at cost. Engraving, etching, and made-to-fit pieces (e.g. wedding bands cut to a precise size) are excluded from resize cover.
8. Revisions and design lock
One round of revisions is included between concept and design lock, before Stage 1 is taken. Additional design changes after Stage 1 may incur a re-design fee and reset the timeline. Once Stage 2 is paid, the design is locked and changes are limited to what’s physically possible without re-casting.
9. Communication and approvals
All correspondence will be by email and Shopify Messaging during the project. Approvals, design changes, and stone choices are confirmed in writing. We don’t take design-change instructions over voice calls without a written follow-up — this protects both sides from misremembering.
10. Shipping and insurance
Finished pieces are shipped by tracked, insured express courier. Domestic orders (Australia) ship complimentary; international shipping is quoted at Stage 2 alongside the final price. Customs and import duties on international shipments are the buyer’s responsibility and vary by country.
11. Intellectual property and use of imagery
Natalia retains design copyright in every custom piece. You retain ownership of the physical piece and full personal use of it (wearing, photographing, gifting, selling). NJewellery may photograph your finished piece for portfolio and marketing use; if you’d prefer we don’t, let us know in writing before Stage 3 and we’ll respect that. Stones, settings, and combinations brought by the customer remain yours.
12. Privacy and Australian Consumer Law
Personal information you share with us during a commission is handled per our privacy policy. These terms do not exclude any rights you have under the Australian Consumer Law, including your statutory consumer guarantees that goods must be of acceptable quality, fit for purpose, and match their description.
Questions? Email Natalia at natalia@njewellery.com or read the full process at our Custom Design page.
NJewellery is a trading name of Silvaris Group Pty Ltd, ABN 52 681 572 912, PO Box 386 Ourimbah NSW 2258, Australia.