Custom Orders/Made to order items

A customised order is that of an item that is made to order especially for you, this will be stated in the item listing as a made to order item when purchasing.

As specific materials are purchased and the item is made to your specifications then the item is not refundable or returnable unless the item is faulty or not as described. Occasionally and dependent on circumstance Fiona may offer a credit note or exchange at her discretion.

A minimum of 50% deposit is required to secure a custom order, unless the item requires payment in full before work commences. By making the purchase you are agreeing to pay the full amount of any custom or bespoke item ordered prior to dispatch.

In some circumstances Fiona can offer a payment installment plan for higher priced items, the first payment will need to cover the material costs this will need to be agreed prior to any purchase.

Once materials have been purchased or work has began then you will not be eligible for cancellation of the item, materials are usually purchased on the next working day after the payment is processed.

On rare occasions, when certain materials are out of stock, Fiona may need to purchase a ready made component in order to fulfill the order in the specified time.

When using customers own stones Fiona will inspect them carefully to ensure they are in a suitable condition to be used, on occasion stone may contain internal fractures or inclusions that are not visible to the eye unless under powerful magnification, and on occasion the stone may fracture, although it is a rare occurrence. By making an order you are agreeing that you are happy to take such risk and understand that Fiona does not take responsibility in the unlikely event that your stone is damaged. It is advised that you have insurance cover on highly valuable stones/materials used.

When using customers own metal this will undergo thorough testing procedures prior to accepting the order, If Fiona is unsure of the composition of the metal then it will be returned to the customer at their cost. Fiona will only accept and use hallmarked metals in your custom order.

Fiona Jones reserves the right to not provide this service to any customer at any time without reason.