Custom Order policy

Last updated: 31 July 2026

This Custom Order Policy applies to custom jewellery, made-to-order pieces, reference-based enquiries and special manufacturing requests placed with Adastra Jewelry Private Limited (“Adastra,” “we,” “our,” or “us”).

Custom jewellery is created specifically for a customer or buyer and may involve design discussion, references, material selection, gemstones, sizing, CAD, sampling, production and finishing.

Please read this policy carefully before confirming a custom order.

1. What Counts as a Custom Order

A custom order may include:

Jewellery made using a customer reference image
A recreation or adaptation of an old Adastra piece
Made-to-order Heritage jewellery
Size-specific jewellery
Special gemstone or material requests
Gold, silver or karat-specific requests
Design modifications to an existing piece
Private-label or buyer-specific manufacturing
Jewellery created from a brief, sketch, catalogue image or moodboard

2. Custom Enquiry Process

A custom order usually follows this process:

Reference or brief shared
The customer shares images, sketches, size details, material preferences or design direction.
Feasibility review
Adastra reviews whether the piece can be made, adapted or quoted.
Discussion and quotation
Material, stones, size, estimated weight, timeline and cost are discussed.
Confirmation and payment
The order is confirmed only after final details and payment terms are agreed.
Production
Work begins through design, CAD, sampling, manufacturing, finishing and quality checks, depending on the order.
Dispatch
The finished piece is packed and shipped after final payment and dispatch confirmation.

3. References and Inspiration Images

Customers may share reference images for inspiration. These may include old Adastra pieces, historical jewellery, vintage jewellery, catalogue images or personal references.

Reference images are used to understand the desired direction. The final piece may not be an exact replica unless specifically agreed and technically possible.

Differences may occur due to:

Material choice
Stone availability
Hand craftsmanship
Size and weight requirements
Budget
Manufacturing feasibility
Structural safety
Wearability
Legal or intellectual property limitations

4. Design Ownership and Third-Party Rights

Customers must only share references, designs or images that they have the right to share.

Adastra is not responsible for disputes arising from unauthorized use of third-party designs, images, trademarks, logos or intellectual property shared by the customer.

Adastra may refuse to make a piece if we believe it may infringe another brand’s design, intellectual property, copyright, trademark or protected work.

5. Material and Stone Availability

Custom orders depend on the availability of materials, gemstones, pearls, diamonds, lab-grown diamonds, CZ or other components.

Natural stones, pearls and diamonds may vary in colour, texture, inclusions, shape and appearance. Exact matches may not always be possible.

If a requested material or stone is unavailable, Adastra may suggest suitable alternatives.

6. Timeline

Made-to-order and custom jewellery generally requires approximately 30 days, depending on complexity, material availability, stone sourcing, production schedule and quality checks.

This is an estimated timeline, not a guaranteed delivery date.

Complex pieces, special gemstones, international shipping, buyer approvals, CAD revisions or production changes may extend the timeline.

7. Pricing

Custom order pricing may depend on:

Metal type and karat
Gold or silver rate
Metal weight
Stone type, quality and quantity
Labour / making charges
Design complexity
CAD or development work
Special finishes
Shipping, taxes, duties or insurance
Customization requirements

Final pricing is confirmed separately before order confirmation.

Any estimate shared before final approval is indicative and may change if design, weight, material, stone or production requirements change.

8. CAD, Design Development and Revisions

Some custom orders may require CAD, sketches, sampling or design development.

Revisions may be limited depending on the order type and stage of work.

Once CAD, sampling or production is approved, major design changes may not be possible. If changes are requested after approval, additional charges and timeline extensions may apply.

9. Payment Terms

Custom orders may require an advance payment before work begins.

The balance payment, if applicable, must be completed before dispatch or delivery unless otherwise agreed in writing.

Payment terms may vary depending on the product, value, customer type, order complexity or trade agreement.

10. Cancellation

Custom orders are generally not eligible for cancellation once confirmed.

Cancellation may not be possible once:

CAD or design work has started
Stones or materials have been procured
Sampling has begun
Production has started
Any customization has been carried out

If a cancellation is approved before production begins, Adastra may deduct costs already incurred, including design, CAD, material, stone, labour, administrative or payment-related costs.

11. Returns and Exchanges

Custom jewellery and made-to-order pieces are generally not eligible for return or exchange.

This is because the piece is created specifically for the customer’s requirement and may not be suitable for resale.

Returns or exchanges may be considered only if there is a proven error from Adastra’s side and the issue is reported promptly after delivery.

12. Final Appearance and Handcrafted Variation

Custom jewellery may involve handcrafted work and natural materials.

Minor variations in weight, colour, stone appearance, finish, dimensions, polish, texture or detailing are normal and do not automatically qualify as defects.

We aim to maintain the approved design direction while ensuring the piece is wearable, structurally sound and finished to Adastra’s quality standards.

13. Customer Approval

Customers are responsible for carefully reviewing all details before confirming a custom order, including:

Design direction
Size
Material
Karat
Stone preference
Budget
Timeline
Shipping details
Payment terms

Once approved, these details form the basis of production.

14. International Custom Orders

Adastra accepts international custom enquiries where feasible.

For international custom orders:

Customs duties and import taxes are the buyer’s responsibility
Shipping timelines may vary
Return or exchange is generally not available
Additional documentation may be required
Buyer must provide accurate shipping and contact details

15. Trade and Private-Label Custom Orders

Trade, wholesale, private-label and manufacturing custom orders may follow separate commercial terms.

Such orders may involve buyer briefs, sample approval, production planning, quality standards, minimum quantities, metal terms, payment terms and dispatch schedules.

Final terms must be agreed in writing before production.