Terms of service

Last Updated: 02/03/26

1. Non-Refundable Deposit

A minimum deposit of 50% of the total order value is required to commence design and production.

By making payment of the deposit, you confirm your commitment to proceed.

All deposits are strictly non-refundable once design and/or production has begun.

2. Design Approval

Prior to production, all designs, specifications, materials, and details will be confirmed with the client.

Written or digital approval (including messages or email confirmation) constitutes final sign-off.

Once approved, no changes can be made without additional cost and revised timelines.

3. Payment of Remaining Balance

The remaining balance must be paid in full prior to delivery or at the point of collection.

We reserve the right to withhold release of any item until full payment has been received and cleared.

4. Collection, Delivery & Storage

4.1 Collection

You will be notified via phone, message, or email once your piece is ready.

Items must be collected within 14 days of final payment or completion notification (whichever is later).

Failure to collect within this timeframe may result in storage fees being applied.

We reserve the right to retain, resell, or dismantle any uncollected items to recover costs.

4.2 Delivery (Shipped Orders)

Where items are shipped, responsibility transfers to the client upon confirmed delivery to the provided address.

Clients must ensure all shipping details are accurate at the time of order.

5. Production Timeframes

All timelines provided are estimates only.

We are not liable for delays caused by material availability, production complexity, workload, or circumstances beyond our control.

6. Material Disclaimer

All jewellery is subject to natural wear, including tarnishing, scratches, and general ageing over time.

Proper aftercare is essential to maintain the appearance and longevity of your piece. Aftercare guidance and starter products will be provided upon collection or delivery.

A full aftercare guide is available upon request or online.

7. POST-HANDOVER TERMS

7.1 Collection & Fit Assurance

Collection appointments are conducted to ensure that each piece fits securely and comfortably.

During this appointment, minor adjustments may be carried out where possible. Clients are expected to raise any concerns regarding fit, comfort, or finish at this stage so they can be addressed immediately.

If further work is required, this will be arranged in accordance with Clause 7.4.*

For shipped orders, clients must contact us immediately if any issues with fit or comfort arise.

7.2 Acceptance of Goods & Fit Confirmation

By accepting the item—either in person or via delivery—you confirm that the piece is satisfactory in fit, finish, and overall condition.

For collection: acceptance is deemed once the client leaves the premises with the item.

For shipped orders: clients are given a 48-hour grace period from confirmed delivery to report any issues relating to fit or comfort.

If no communication is received within this timeframe, the item will be deemed accepted as correctly fitted and satisfactory.

Following acceptance, we shall not be held liable for:

• Loss or theft
• Damage or misuse
• Claims relating to improper fit (including looseness or discomfort not reported within the allowed timeframe)

Refunds, replacements, or similar claims will not be accepted under these circumstances.

7.3 Impression Accuracy Liability (In-Person & Remote Clients)

Clients are responsible for following all instructions provided during the dental impression process.

For in-person appointments, clients must communicate any discomfort or concerns during fitting.

For remote or international clients completing impressions themselves:

• Clear photo and/or video evidence of the completed impression must be submitted to us prior to shipping
• This allows us to assess whether the impression is suitable for production
• If the impression is deemed unsuitable, a new impression kit will be required and must be purchased via our website before proceeding.

We are not liable for fit issues arising from inaccurate impressions where instructions were not followed or where clients fail to provide required pre-check media.

7.4 Further Work Required*

Where additional work is required to achieve the correct fit or finish:

• The item will be retained by us
• A new dental impression may be required
• Adjustments will continue until an appropriate fit is achieved
• A revised completion and collection timeframe will be provided.

7.5 Wear & Use at Own Risk

All items are worn entirely at the client's own risk.

We advise against wearing items while eating, sleeping, smoking, drinking, or during physical activity unless explicitly stated otherwise.

We are not liable for damage to the item, discomfort, or any oral or physical issues arising from improper use.

7.6 Oral Use & Hygiene Disclaimer

Our products are not medical or dental devices.

Clients are solely responsible for maintaining proper hygiene and safe usage.

We are not liable for any oral health issues, irritation, damage, or complications arising from use, misuse, prolonged wear, or inadequate care.

7.7 Repairs & Third-Party Alterations

Any modifications, repairs, or alterations carried out by third parties will immediately void all aftercare services and liability.

We only guarantee work carried out directly by us.

7.8 Lifetime Client Support

All clients are entitled to ongoing aftercare support, including guidance and access to services such as cleaning, polishing, and minor adjustments where applicable.

Additional charges may apply for services outside standard aftercare or where damage has occurred.

7.9 Refunds & Returns

Due to the bespoke nature of all items, all sales are final.

We do not offer refunds, returns, or exchanges once production has been completed.

This does not affect your statutory rights under UK consumer law.

7.10 Client Duty of Care

Upon acceptance, full responsibility for the item transfers to the client.

We are not liable for any loss, damage, or deterioration after handover.

Clients are advised to seek appropriate insurance where necessary.

7.11 Photography & Usage Rights

We reserve the right to photograph and document all commissioned pieces for portfolio and marketing purposes.

Clients who wish to opt out must notify us in advance.

8. Dental Impression Storage

Your dental impression remains your property and will be returned with your completed order.

We offer optional storage for returning clients to streamline future orders.

Impressions will be securely stored for up to 12 months. After this period, they will be discarded and a new impression will be required.

This will be discussed on the day of your initial appointment.

9. Pricing & Market Fluctuations

All quotes are valid for a limited time only.

Due to fluctuations in precious metal markets, prices may be subject to change prior to final confirmation.

10. Limitation of Liability

To the fullest extent permitted by law, our total liability shall not exceed the total amount paid for the item.

We shall not be liable for any indirect, incidental, or consequential losses.

11. Chargebacks & Payment Disputes

By proceeding with a custom order, the client agrees not to initiate chargebacks or payment disputes once production has commenced.

Any disputes should be raised directly with us to seek resolution.

12. Force Majeure

We are not liable for any failure or delay in performance due to events beyond our reasonable control, including but not limited to supply chain issues, natural events, or unforeseen disruptions.

13. Governing Law

These terms shall be governed by and interpreted in accordance with the laws of England and Wales.