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Custom Artisanal Rings
Book Consultation
Custom Artisanal Rings
Book Consultation

BOUTIQUE POLICIES & CLIENT CARE

Policy

Clear expectations. Luxury guidance. A custom process you can trust.

Review Neptunes Engagement policies for custom orders, payment terms, revisions, resizing, shipping, privacy, insurance, and client responsibilities.

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Custom Order Process CAD Approval Free Resizing

POLICY

Custom Order Policy

  • CAD Rendering Process: Once payment is received, Neptunes Engagement will begin the CAD design process. This typically takes 2-5 working days.
  • Client Revisions: Clients may request reasonable minor revisions during the CAD stage. Major redesigns or excessive revisions may incur additional charges.
  • Final Approval: Once the client approves the CAD design, the order is considered final and binding.
  • No Cancellations or Refunds After Approval: After CAD approval, the order cannot be canceled, modified, or refunded.
  • Production Timeline: Production begins after CAD approval and full payment, and typically takes 2-5 weeks depending on design complexity and stone sourcing.
  • Shipping: All orders are shipped fully insured with tracking and require signature upon delivery.
  • Client Agreement: By proceeding, the client confirms they understand that CAD approval finalizes the order.

POLICY

Payment & Billing Policy

  • A deposit or full payment is required to begin the CAD design process.
  • Full payment is required before production begins.
  • Orders will not enter production until full payment is received.
  • All invoices are valid for 48 hours due to fluctuations in gold, diamond, and material pricing.
  • Prices may change if payment is not received within the invoice validity period.
  • Accepted payment methods: add yours.
  • All payments are final once submitted.

POLICY

Refund & Cancellation Policy

  • All custom jewelry orders are final sale.
  • Deposits are non-refundable once CAD work has begun.
  • Orders cannot be canceled or refunded after CAD approval.
  • Once production begins, the order is final and cannot be modified or canceled.

POLICY

Design Revision Policy

  • Minor revisions are included during the CAD phase.
  • Major design changes, including stone changes, setting redesigns, or structural changes, may incur additional costs.
  • Neptunes Engagement reserves the right to determine what constitutes a minor vs. major revision.

POLICY

Ring Size & Fit Policy

  • Clients are responsible for providing accurate ring size.
  • One complimentary resize may be offered within 30 days of delivery, if applicable to the design.
  • Some designs, including eternity bands or intricate settings, may not be resizable.
  • Additional resizing may incur fees.

POLICY

Materials & Production Disclaimer

  • Natural diamonds and gemstones may vary slightly in color, clarity, and inclusions.
  • CAD renderings are digital representations and may differ slightly from the final product.
  • Final metal weight and finish may vary slightly due to the manufacturing process.

POLICY

Shipping Policy

  • All shipments are fully insured and include tracking.
  • Signature is required upon delivery.
  • Neptunes Engagement is not responsible for shipping delays, carrier issues, or an incorrect address provided by the client.
  • Responsibility transfers to the client once delivery is confirmed.

POLICY

Insurance Policy

  • Neptunes Engagement does not provide a traditional warranty. Instead, we strongly recommend insuring your jewelry.
  • We proudly partner with Jewelers Mutual for trusted jewelry insurance coverage.
  • Insurance may protect against loss, theft, damage, and accidental loss of stones.
  • Clients are responsible for securing their own insurance coverage after receiving their jewelry.

POLICY

Identification & Fraud Policy

  • A valid government-issued ID is required for all custom orders.
  • The payment method must match the client's identity.
  • Neptunes Engagement reserves the right to refuse service if fraud is suspected.

POLICY

Chargeback & Dispute Policy

  • Clients agree to resolve any disputes directly with Neptunes Engagement.
  • By proceeding with payment, the client agrees not to initiate chargebacks.
  • Signed agreements, CAD approvals, and communications will be used as evidence in any dispute.

POLICY

Media & Marketing Policy

  • Neptunes Engagement may photograph or record completed jewelry for marketing purposes.
  • No personal client identity will be shared without consent.
  • Clients may request to opt out in writing.

POLICY

Consultation Policy

  • Appointments are required for all consultations.
  • Late arrivals may result in shortened appointment time.
  • No-shows may be restricted from future bookings.

POLICY

Privacy Policy

  • All client information is kept confidential and secure.
  • Information is used only for order processing, fraud prevention, and communication.
  • Client data is never sold or shared with third parties.

CLIENT AGREEMENT

Acknowledgment for invoices and contracts

By proceeding with payment or signing below, the client confirms that they have read, understood, and agreed to all Neptunes Engagement policies, including custom order terms, payment terms, refund policy, and insurance responsibility.

FAQS

Common policy questions

When does production begin?

Production begins after CAD approval and full payment are received.

Can I cancel after approving the CAD?

No. Once the CAD design is approved, the order is final, binding, and cannot be canceled, modified, or refunded.

Are deposits refundable?

Deposits are non-refundable once CAD work has begun.

Can I request changes during the CAD stage?

Yes. Reasonable minor revisions are included during the CAD phase. Major redesigns may incur additional costs.

Do all designs qualify for resizing?

No. Some designs, including eternity bands or intricate settings, may not be resizable.

Do you provide a traditional warranty?

No. Neptunes Engagement recommends third-party jewelry insurance, including coverage through Jewelers Mutual.

NEED CLARIFICATION?

Speak with a designer before you place an order.

Need help understanding any of these policies before placing an order? Speak with Neptunes Engagement directly for clarification on custom orders, payment terms, resizing, insurance, and consultation requirements.

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Ask questions about timelines, customization, resizing, diamond options, and approval steps before moving forward.

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