Custom Orders
These terms apply to custom-made jewellery, redesigns, remodelling of customer-supplied materials, repairs, and other individually agreed jewellery projects with Ciaro Jewellery.
By approving a project, the customer accepts the terms below.
1. Custom-Made Jewellery
Custom-made jewellery is created according to the customer's individual wishes and specifications. This may include a unique design, jewellery made using the customer's own materials, or an existing design that has been individually modified for the customer.
As these pieces are created specifically for the individual customer, they may not be suitable for resale to other customers.
For online purchases, statutory cancellation and withdrawal rights apply unless an applicable exemption applies. Custom-made goods produced according to the customer's specifications or clearly personalised may be exempt from the standard right of withdrawal, depending on the specific circumstances and applicable legislation.
2. Design & Approval
Before production begins, the customer may receive the design, measurements, materials, and other relevant details for approval, where applicable.
The customer is responsible for checking that the information is correct before approving the project.
Once a design has been approved and production has begun, changes requested by the customer may result in additional costs and an extended production time.
Changes requested after approval will be treated as alterations to the original project and may therefore be charged separately.
3. Price Estimates & Changes to the Final Price
Any price estimate provided by Ciaro Jewellery is an indication of the expected final price unless otherwise agreed in writing.
An estimate may be based on the expected material usage, labour, gemstones, production requirements, and other information available at the time the estimate is provided.
The final price may change if circumstances arise during production that could not reasonably have been determined beforehand.
This may include, but is not limited to:
- Additional materials being required
- The composition or quality of a material differing from what was expected
- Unexpected production-related challenges
- The need for additional or replacement gemstones
- Existing gemstones being damaged or unsuitable for reuse
- Additional labour or processing being required
- Changes requested by the customer after approval
- Customer-supplied materials not being suitable for the intended project
If an unforeseen change is expected to have a significant impact on the total price, Ciaro Jewellery will, where reasonably possible, contact the customer before carrying out the additional work or purchasing additional materials.
4. Deposits & Payment
For custom-made jewellery, Ciaro Jewellery may require a deposit before production begins.
The deposit may cover, among other things, design work, purchased materials, gemstones, and other costs associated specifically with the project.
Once a project has begun, the deposit may not be refundable to the extent that it has already been used to cover work completed or project-specific purchases.
If a customer chooses to cancel a project after production has begun, any costs already incurred will be assessed in accordance with the specific agreement and applicable consumer law.
5. Customer-Supplied Materials
Ciaro Jewellery offers the option of creating jewellery using the customer's own materials, such as old gold, silver, or gemstones.
The customer is responsible for providing accurate information about the material to the best of their knowledge, including its presumed metal type, carat, history, and any particular significance.
Ciaro Jewellery may test and assess the material where reasonably possible and relevant. However, it may not always be possible to determine the complete composition, origin, or history of a material.
If the material differs from what was stated or expected, this may affect the production process, the final result, and the price.
6. Remodelling & Melting of Customer-Supplied Metal
When melting or remodelling customer-supplied metal, material loss may occur.
Material may be lost through processes including:
- Melting and casting
- Burning or oxidation
- Sawing
- Filing
- Grinding
- Polishing
- Other necessary manufacturing processes
For this reason, Ciaro Jewellery cannot guarantee that the exact amount of metal initially supplied will be present in the finished piece.
If there is insufficient usable metal to create the agreed design, additional metal may need to be added. This may result in an additional cost.
If the customer's metal is unsuitable for melting or cannot safely be used for the intended project, the customer will be informed if this is discovered before further production takes place.
7. Customer-Supplied Gemstones
Customer-supplied gemstones may be reused if they are considered suitable for the intended design.
Gemstones are natural materials, and particularly older, previously worn, or previously set gemstones may contain inclusions, microscopic fractures, internal weaknesses, or other characteristics that are not necessarily visible to the naked eye.
There is therefore an inherent risk that a customer's gemstone may crack, chip, break, or otherwise become damaged during removal, handling, setting, or other manufacturing processes, even when the stone is handled with reasonable professional care.
By providing a gemstone for reuse, the customer acknowledges and accepts this inherent risk.
Ciaro Jewellery will assess the gemstone where reasonably possible before working with it. However, it is not always possible to identify existing weaknesses or determine how a previously used gemstone will respond to the manufacturing process.
If a customer-supplied gemstone becomes damaged during production and a replacement gemstone is required to complete the agreed design, the cost of the replacement gemstone and any additional labour required may be charged to the customer.
Where reasonably possible, Ciaro Jewellery will contact the customer before purchasing a replacement gemstone or carrying out additional work that will result in a significant additional cost.
If the customer does not wish to proceed with a replacement gemstone, the options available will be discussed based on the stage of production and the circumstances of the individual project.
8. Replacement of Customer-Supplied Materials or Gemstones
If a customer's material or gemstone is found during production to be unsuitable, damaged, or insufficient for the agreed design, it may be necessary to use new materials or gemstones.
This may occur, for example, if an existing gemstone breaks or becomes damaged during the manufacturing or setting process due to its age, previous wear, internal characteristics, inclusions, fractures, or other weaknesses that could not reasonably have been identified beforehand.
If a replacement material or gemstone is required, the customer may be responsible for the cost of the replacement and any additional labour or production costs associated with the change.
Ciaro Jewellery will, where reasonably possible, inform the customer of the additional cost and obtain approval before making a replacement purchase or carrying out significant additional work.
Nothing in these terms limits the customer's statutory rights in circumstances where Ciaro Jewellery is legally responsible for damage caused by negligence, defective workmanship, or another breach of the agreement.
9. Remaining Materials
After production, there may be remaining material from the customer's original item.
Ciaro Jewellery will make reasonable efforts to return identifiable remaining material to the customer where this is practical.
Very small quantities, filings, casting residues, and other production waste cannot always be separated from other materials and therefore cannot be guaranteed to be returned.
10. Valuation of Customer-Supplied Materials
Ciaro Jewellery does not provide an independent valuation of customer-supplied materials unless specifically agreed in advance.
The customer is responsible for informing Ciaro Jewellery if the material has particular financial, sentimental, or historical value.
For highly valuable or irreplaceable items, customers are encouraged to have the material independently valued and, where appropriate, insured before handing it over to Ciaro Jewellery.
11. Manufacturing Process
Handmade and custom-made jewellery may contain minor variations in shape, surface, texture, colour, and finish.
Such variations are a natural part of the handmade process and are not necessarily considered defects.
When natural gemstones are used, variations in colour, structure, inclusions, and appearance are also to be expected.
12. Production & Delivery Time
An estimated production time will be provided when possible.
Unless a specific delivery date has been agreed in writing, any stated production or delivery time is an estimate.
Delays may occur due to material or gemstone availability, external suppliers, shipping, or unforeseen circumstances during production.
If a significant delay occurs, Ciaro Jewellery will inform the customer where reasonably possible.
13. Complaints & Statutory Rights
All purchases are subject to the customer's statutory consumer rights.
For consumer purchases, customers generally have a two-year statutory right to make a complaint regarding defects or faults under Danish consumer law.
This does not cover normal wear and tear, damage caused by improper use, lack of maintenance, accidents, or damage occurring after delivery as a result of the customer's handling of the item.
If the customer experiences a problem with a piece of jewellery, Ciaro Jewellery should be contacted as soon as reasonably possible with a description of the issue and, where relevant, photographs.
Ciaro Jewellery must be given the opportunity to inspect the jewellery before any repair or other solution is agreed.
If the issue constitutes a defect for which Ciaro Jewellery is legally responsible, the matter will be handled in accordance with applicable consumer legislation.
14. Repairs & Maintenance
Repairs and maintenance that are not covered by statutory consumer rights will be charged according to the specific repair agreement.
If jewellery has been damaged due to impact, accidental damage, incorrect use, exposure to chemicals, or other external factors, the repair may be subject to a charge.
When repairing older, fragile, or previously damaged jewellery, there may be an increased risk of further damage during the repair process. The customer will be informed if this risk is considered significant.
15. Shipping & Delivery of Materials
The customer is responsible for ensuring that materials sent to Ciaro Jewellery are packaged securely until they have been received.
For valuable materials, insured and trackable shipping is recommended.
Ciaro Jewellery does not recommend sending valuable or irreplaceable items using standard untracked mail.
When returning finished jewellery or remaining materials, an appropriate shipping method will be used or agreed upon.
16. Responsibility for Customer-Supplied Materials
Ciaro Jewellery handles customer-supplied materials with reasonable professional care.
However, customer-supplied materials may be particularly delicate, old, fragile, previously repaired, or otherwise subject to risks that cannot always be identified in advance.
If damage occurs due to the natural characteristics of the material, existing weaknesses, or circumstances that could not reasonably have been identified before the work began, the matter will be assessed individually.
Nothing in these terms limits the customer's statutory rights in relation to defects or negligence for which Ciaro Jewellery is legally responsible.
17. Cancellation of a Project
If a customer wishes to cancel a custom-made project after production has begun, costs already incurred will be assessed.
These may include materials, gemstones, design work, labour, and other project-specific expenses.
The customer will not necessarily be entitled to a refund of costs already incurred in connection with the project, subject to the specific agreement and applicable consumer legislation.
18. Customer Approval
By approving a quote, design, or production plan, the customer confirms that they have had the opportunity to ask questions regarding the project, materials, pricing, and production process.
For custom-made jewellery, customers are encouraged to retain the written order confirmation and approval for their records.
19. Amendments to These Terms
Ciaro Jewellery reserves the right to update these terms where necessary, for example due to changes in legislation or the company's procedures.
For each individual project, the terms accepted by the customer at the time the agreement was entered into will apply.
Questions?
If you are unsure how a project using your own materials works, or would like to know whether your old gold, silver, or gemstones can be reused, please contact Ciaro Jewellery before sending or handing over your materials.
We are always happy to discuss the possibilities and explain the process before production begins.