Custom Order Policy

Confirm your piece before payment

We confirm your design, stone specifications, metal, dimensions, ring size where applicable, price and estimated production schedule before payment. Photographs and videos in Explore Designs are inspiration references. Contact our jewelry team for the specifications and quotation for your piece.

Standard made-to-order jewelry

Choosing available specifications for an existing design is a standard made-to-order purchase. Eligible return or exchange requests may be made within 30 days of delivery under our Returns & Exchanges policy.

Engraved jewelry

Engraving alone does not remove eligibility under our standard return policy. A US$40 polishing fee applies per engraved item returned for a non-quality reason, in addition to applicable return fees.

Fully bespoke jewelry

A fully bespoke piece is made exclusively to your individually approved design. These pieces are not eligible for non-quality returns or exchanges. Quality-related issues remain covered, and we cover all costs of a quality-related return, including shipping, duties and taxes. Your order type will be confirmed before payment.

Cancellation

You may cancel within 24 hours after payment. Contact us with your order number. After 24 hours, contact us to check the production status and available options; cancellation is not guaranteed.

Worldwide delivery included

Our jewelry is produced in China. We arrange FedEx delivery and cover shipping costs, import duties and taxes for your order.

Discuss your custom jewelry on WhatsApp

This policy does not limit mandatory consumer rights under applicable law.

Production, delivery & payment

Standard and semi-custom pieces usually take about 10–15 days to produce. Fully custom pieces usually take about 15–30 days. Timing depends on design complexity; your WhatsApp advisor confirms the estimated schedule for your order before payment.

After dispatch from China, FedEx delivery to the United States, Europe and the Middle East typically takes 5–7 business days. This is separate from production time and is an estimate, not a guaranteed arrival date. Customs processing, holidays and carrier delays may affect delivery. Ask your advisor about other destinations.

Your price and payment arrangement, including any deposit and balance, are agreed with your WhatsApp advisor before payment. There is no fixed deposit percentage. RAINA DIAMOND covers outbound shipping, import duties and taxes.