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Shipping, Returns & Custom Order Policy

Stock Orders vs Custom Orders

All in-stock items are dispatched within 2 business days.

Due to the nature of custom-made jewellery, custom orders require additional time for design, sourcing, and manufacturing. Estimated lead times are approximately 4–8 weeks depending on the complexity of the piece.

 

Custom Jewellery Deposit & Design Policy

Deposit Requirement

A 50% deposit is required before any custom jewellery project begins. This secures your place within our production schedule and allows work to commence on the design and sourcing process.

What Your Deposit Covers

Your deposit contributes toward:

  • Design consultations and concept development

  • Gemstone sourcing and selection

  • CAD design work and revisions

  • Production planning and scheduling

Non-Refundable Design Fee

Once design work has commenced, the deposit becomes non-refundable as it reflects time, expertise, sourcing, and resources already invested into your project.

Change of Mind

If you decide not to proceed after design work has begun:

  • Your deposit will not be refunded

  • However, the deposit may be transferred as a credit toward a future custom commission or in-stock jewellery purchase

  • Custom design deposits are non-refundable once design work has commenced, however may be transferred as store credit at the discretion of Jewellery By Design NZ.

  • Credits remain valid for 12 months from the original invoice date

Project Approval & Production

Final approval of your design, including CAD renders and specifications, confirms your intention to proceed with manufacturing.

At this stage:

  • The remaining balance must be paid before production begins

  • Structural design changes cannot be made once manufacturing has commenced

Cancellation After Production Begins

Once production has started, custom orders become non-cancellable and non-refundable.

This does not affect your rights under the New Zealand Consumer Guarantees Act where applicable.

Why We Work This Way

Every custom piece is created specifically for the individual client. Unlike mass-produced jewellery, bespoke work involves dedicated design time, gemstone sourcing, and specialised craftsmanship that cannot typically be recovered or resold in its original form.

 

Shipping Information

Free New Zealand Shipping

All New Zealand orders include free standard tracked shipping.

Orders are generally delivered within 1–2 business days after dispatch.

International Shipping — $40 NZD

International orders are shipped via NZ Post Airmail with tracking.

Delivery timeframes vary depending on destination country.

Any customs duties, taxes, or import fees charged upon arrival are the responsibility of the purchaser and are not the responsibility of Jewellery By Design NZ.

 

Damaged or Defective Jewellery

If your item arrives damaged or defective, please contact Jewellery By Design NZ within 14 days of receiving your order.

Eligible items will be repaired or assessed free of charge.

Any issues reported outside this period will be assessed on a case-by-case basis and may incur repair costs depending on the nature of the issue.

 

Returns & Exchanges

If you wish to request a return or exchange due to a change of mind, please contact Jewellery By Design NZ as soon as possible after receiving your order.

Due to hygiene reasons, earrings cannot be returned or exchanged.

Exchanges are assessed on a case-by-case basis.

Custom Orders

Custom-made pieces are non-refundable and non-exchangeable unless:

  • The item arrives damaged in transit, or

  • There is a verified manufacturing fault

Any concerns regarding custom pieces must be reported within 3 days of delivery.

Shipping costs are non-refundable.