This can happen through wear and tear or improper care. Contact us at info@plygrnd.co.uk as soon as you notice it. If you still have the stone, keep it safe and let us know the situation. Charges may apply depending on the condition of the piece, the original order date, and the work required to reset it.

Turnaround varies depending on appointment availability, whether the order is local or international, the design complexity, and the amount of stone setting or custom detailing involved. Simpler, more classic designs are usually faster than heavily embellished sets. As a general guide, straightforward pieces can move much quicker than highly bespoke builds, which may take significantly longer.

We can often work to deadlines, but this depends on the design and the production schedule at the time of booking. Express options may be available at an additional cost. For the best chance of hitting a fixed date, book at least one month ahead, and earlier if the design is complex.

We offer Zoom consultations for remote and international clients. We guide you through the design process, explain whether a dental scan or mould kit is the better route, and talk you through the shipping workflow from start to finish. You leave with a clear plan, realistic timings, and the right next step.

We do not currently offer Klarna or standard payment plans for custom pieces. A minimum 50 percent deposit is required before production begins. The remaining balance must be paid before collection or shipping. Where appropriate, the outstanding amount can be split over time before completion, but the piece cannot be released until the balance is cleared.

When your piece is ready, we will contact you via your preferred channel, phone, WhatsApp, or DM. UK clients can book a free collection appointment so we can check fit in person and make any small final adjustments. International clients can choose insured shipping. If you receive your piece remotely, we welcome fit photos, an unboxing clip, and feedback once it arrives.

Custom work is made-to-order and we do not offer refunds once production has begun. Because each piece is made specifically for one client, it cannot be resold in the same way as a standard retail item. If a client no longer wants the piece, the only possible route may be scrap value for the metal alone, and that will depend on the condition and design of the item.

Start with the Maintenance and Aftercare page to identify whether the issue falls under complimentary support or a paid repair. If you are unsure, contact us directly and we will point you to the right service.

Yes. Get a deep clean first. If your teeth are cleaned after we take the impression, even small changes can affect the fit of the final piece. In some cases that means a new impression, a refit, or additional charges.

Small tweaks may be possible early in the process, depending on the stage of production. Major design changes usually require a new piece once production is underway, because changing the structure or the core design late on can compromise both time and quality.