Custom Jewelry Policies
"Adrienne spent a lot of time with me to create a gorgeous custom ring that incorporated stones from two family heirlooms. I could not be happier with the results. The ring is classically beautiful, yet completely original. I heartily recommend her..." -Lisa W.
The policies listed here are exclusively for custom jewelry design. For policies regarding online purchases, purchases of finished items, or repairs, please see our Policies Page.
THE CUSTOM DESIGN PROCESS
Thank you for your interest in Adrienne Key Inc. and its Associates. Listed below are the custom design terms, overview, return policies, and agreements for entering into the custom design process with our company. You have made the decision to have a piece of jewelry that is unique to you, designed and made to your specifications. At Adrienne Key Inc., we appreciate your business and your trust in the process. By contacting us for an initial consultation, you agree to the Everling Jewelry Inc. policies listed below.
INITIAL CONSULTATION: Our studio is open by appointment only. Please contact us for a free initial consultation to see if we will be able to assist you with designing and making your jewelry.
ESTIMATES: Once we have a mutually agreed upon custom design, we will provide you with an estimate that is valid for 14 days from the date of the quote. After the 14 day time period, the estimate is subject to change.
DEPOSIT AND FINAL PAYMENT: Once you are provided said estimate, we require a 50% deposit to begin work. Payment can be processed online with a via bank transfer. Paying by card is an additional 3%. Clients who are able to deliver payment to our studio in person, may pay with cash, check, or credit card. Please note that if you cannot deliver payment to our studio and wish to pay by check, we require 100% payment at the start of the job. Credit card purchases require a 3-7 day holding period before the finished items are shipped.
SALES TAX: Because Adrienne Key Inc. is headquartered in the State of Washington, State residents will be charged sales tax on all purchased items. Orders shipped outside the State of Washington are exempt at this time. Adrienne Key Inc. operates under Washington state laws.
WARRANTY: Adrienne Key Inc. warranties our manufacturing and craftsmanship for the first 5 years of the life of the piece. We do not warranty any wear and tear, whether that be normal everyday use, hard wear and tear, or brittle wear caused by swimming. It is up to you, the client, to make an appointment every six months so that we can look at the wear on your jewelry, clean it for you, and make suggestions for how to get more life out of the piece.
CLIENT ITEMS LEFT IN OUR POSSESSION
PRIOR TO DEPOSIT: A potential client may choose to leave their jewelry, scrap, gemstones and diamonds in our possession for a maximum period of 6 months from the time of drop-off. We will send 3 email reminders for pick up during this period. In the event that a potential client does not return our email reminder via email or phone call, regardless of the circumstances, the items left in our possession after the 6 month mark will be subject to scrapping and will become Adrienne Key Inc. property. Adrienne Key Inc. will not be held liable for items that have been forgotten or left in our possession for any period longer than six months, for any given reason other than our failure to communicate a warning to the potential client prior to the 6 month deadline. It is the potential client’s responsibility to insure we have up-to-date contact information prior to the 6 month deadline.
AFTER A DEPOSIT HAS BEEN MADE: Clients who have started a job with us may leave their jewelry, scrap, gemstones and diamonds in our possession for the length of time it takes us to complete their job. Once we receive the final payment for the job we have started, we will return any unused client items to the client along with your new jewelry item. It is the client’s responsibility to leave us current contact information so we may provide updates prior to completion of the project.
FINISHED CUSTOM JOB OR REPAIR NOT PICKED UP: Once a job has been completed by us, we will contact the client to come view the item, make their final payment, and take the item home. In the event that a client fails to return any communications with us, whether by email and/or phone call, their items will be held in our possession for a period of up to 6 months after the finish date. Adrienne Key Inc. will send no more than 3 email reminders throughout those 6 months, asking the customer to pick up their items. In the event that a potential client does not return our email reminder via email or phone call, regardless of the circumstances, the items left in our possession after the 6 month mark will be subject to scrapping and will become Adrienne Key Inc. property. We are not to be held liable for items that have been forgotten or left in our possession for any period longer than six months, for any given reason other than our failure to communicate a warning to the client prior to the 6 month deadline. It is the client’s responsibility to leave us contact information that is current and make any updates to their contact information to us prior to the 6 month deadline.
RETURN AND CANCELLATION POLICY
DIAMONDS AND GEMSTONES 0.10CT AND UNDER: All melee stones may be changed out at any time prior to setting them in the jewelry item. Once the stones have been set in the metal, clients will no longer be able to make changes to the quantity or type of stones.
DIAMONDS AND GEMSTONES 0.11CT AND OVER: All larger diamonds and gemstones must be purchased at the start of a custom order in addition to the 50 percent deposit for custom design or full payment for a ready-made piece. All large gemstone and diamonds that are purchased are final sale and are not eligible for returns or exchanges. This includes loose and set stones.
CUSTOM JEWELRY: Throughout the design process you will have several opportunities to modify your design. Your complete satisfaction is our priority. Once the project moves on to casting you will have a final opportunity to make changes. Once the piece has been cleaned and the stones have been set, we consider this a completed piece of jewelry. Once the jewelry has been completed it will no longer qualify for a return or exchange.
CUSTOM DESIGN: Upon in-store pick up or the receiving date that your jewelry item was shipped, you have 14 days to let us know if you require and design adjustments. Your satisfaction with your custom jewelry is very important and we want to work with you to ensure those details are correct. We make the necessary adjustments to the design up until the point where the structural integrity of the jewelry could be compromised. We do not offer full complimentary remakes of a design you are unhappy with nor do we offer refunds for custom designed jewelry. We provide several design reviews within the custom design process and it is your responsibility as the client to check in with your jewelry designer when you don’t like the design directions, have questions, or don’t understand the direction of the process.
CANCELLATION OF A CUSTOM DESIGN OR CUSTOMIZED ONLINE ORDER: Once a client has started a job with us and has paid their deposit, it is possible to cancel your order at any time for any reason. In the event that a custom order is canceled, the customer will be charged for all materials used to that point and labor at a rate of $100.00 per hour, for the amount of labored hours on the job up to the point of cancellation. Labor includes: time spent consulting with the client, time spent sketching ideas for the client, time invested in CAD image rendering, cost of fees for wax models, cost of fees for casting, cost for any materials used during the casting or fabrication process that have already been used for the project. In the event that the client must pay for the metal used in the process, they may choose to scrap the metal and receive money back under scrap pricing or they may keep the cast/fabricated item that they have paid for under the penalty of cancelling the job that far into the process.
Our staff will assess the number of hours that have gone into the custom jewelry order at that time and the materials already used. We will then come up with a total for labor and materials to that point and credit you back the rest of your deposit or payment. The remainder of the deposit will be returned to the customer via credit card or check in the mail. A check may be picked up with a set up appointment. If we mail a check, please allow up to 10 business days for delivery. At this time, the jewelry item will be returned to you, the client, in whatever stage it has been stopped for you to keep. In the event that we are further along in the process then you have paid for, we will charge the assessed balance and after payment, the custom jewelry item will be returned to you in whatever stage of the process it was stopped. If you do not pick up your canceled custom or customized jewelry item in the stage that it was stopped in within 6 months, the item will become property of Adrienne Key Inc. and you will forfeit all rights to the merchandise and the materials.
Upon completion of each new piece of jewelry, custom or ready-made, Adrienne Key Inc. includes a free sizing within the first 90 days.
Because Adrienne Key Inc. is headquartered in the state of Washington, state residents will be charged sales tax on all purchased items. Orders shipped outside the state of Washington are exempt at this time. Adrienne Key Inc. operates under Washington state laws.
SHIPPING AND HANDLING
SHIPPING: Shipping is free for orders placed and shipped within the continental United States. Our products ship via USPS Priority Mail Express, insured, 21+ signature required, with a tracking number provided. If you have special shipping instructions, please advise us prior to shipping so your jewelry arrives to you in time! All online purchases require a 3-7 day holding period before the finished items are shipped.
If you request that an item be shipped via Fed Ex or UPS, an additional shipping fee of $60.00 will be charged.
DELIVERY DAMAGE: If a package delivered to you arrives damaged or opened, please refuse the shipment and call us immediately at (206) 370-9545. Claims for damaged or missing items must be submitted within two days of receipt of your order.
NEW JEWELRY AND CUSTOM DESIGN WARRANTY: Adrienne Key Inc. warranties our manufacturing and craftsmanship for the first 5 years of the life of the piece. We do not warranty any wear and tear, whether that is normal everyday use, hard wear and tear, or brittle wear caused by swimming. It is up to you, the client, to make an appointment every six months so that we can look at the wear on your jewelry, check for loose stones, clean the jewelry item(s), and make suggestions for how to get more life out of the piece. All non-warrantied repairs will be quoted for and fall under repair pricing. Repair work is warrantied separately.
We appreciate your business and our client’s satisfaction is our priority. If you have an issue with an order, we will work with you to resolve that issue within 7-10 business days based on the terms listed in this policies document. If a dispute arises that cannot be settled between our two parties, all mediation, arbitration, and/or court hearings shall take place in Seattle, Washington.
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