TL;DR: consumer rights differ from country to country, and when you buy a ring made to your own design from a UK maker while living in New Zealand, it is worth understanding both sets of expectations before you pay. We are jewellers, not lawyers, so this guide explains what to ask and what to keep, not what the law requires. Our approach is simple: nothing is made until you approve the design in writing, and we put our terms in writing before you order.
Why a bespoke ring is different
A ring made to your specification is made for one person, so it cannot easily be resold. Rules about cancelling and returning goods often treat made to order items differently from ready made ones. That is why the design stage matters so much, and why we ask you to approve every detail in writing before making begins. Our guide to how written approval works explains the step.
Basic expectations when something goes wrong
Most people would reasonably expect a maker to put things right if a ring is faulty or is not what was agreed. What that means in practice depends on the facts and on the rules that apply, and we cannot give legal advice about them. If you have a concern, tell us as soon as you can, in writing, with photographs, and we will respond in writing. Our guide to what to do if a ring is not what you expected explains how we approach it.
Buying across borders
When you buy from a business in another country, it is not always obvious which country's rules would apply to a dispute. We cannot answer that for you. A sensible approach is to treat clear, written terms as your main protection, and to ask a qualified adviser or your local consumer body if you are unsure.
What to get in writing before you pay
- The full description of the ring, including metal, stone, size and any engraving.
- The total price and the currency.
- When payments are due.
- Who pays import duty and tax, and when. For us, the customer pays, and we explain what to expect.
- How changes after approval are handled.
- How resizing and problems after delivery are handled.
Our guides to changes after approval and reading your invoice and certificate cover several of these.
Delivery and the distance
New Zealand is a long way from Manchester, so delivery takes thought. Delivery is insured and tracked with FedEx. When the parcel arrives, check it as soon as you can and tell us promptly if anything looks wrong, and keep the packaging until you are satisfied. Our guide to what to do if a ring arrives damaged or the wrong size explains the steps.
Payments and protection
Some payment methods offer extra protections, which differ by provider and country. Ask your bank or card issuer what is available. Our guide to paying a deposit safely online explains what to look for when paying a maker you have not met in person.
Keeping records
Keep your invoice, your written design approval, your messages and photographs of the ring together. If a question ever arises, clear records make it easier to resolve. Standard making time is 5 to 6 weeks, varying with your location and how busy we are, and pieces start from £600.
Frequently asked questions
Are made to order rings treated differently?
Often yes, because they are made for one person. Check the terms before you order.
Which country's rules apply?
We cannot say, as it depends on the facts. Treat written terms as your main protection and ask a qualified adviser if unsure.
What if the ring is not as agreed?
Tell us in writing, with photographs, as soon as you can, and we will respond in writing.
Who pays import duty?
The customer pays import duty and tax, which differ by country. We explain what to expect before you order.