Bespoke & Made to order product -Terms of service
Who we are
We are KIND Collection, a sustainable jewellery brand with a focus on responsibly sourced precious metals and gemstones. Our pieces are thoughtfully designed & made to order with care and consideration to both people and planet. Whether they are purchased to celebrate love or mark milestones moments we hope that they become a central part of your story.
“Bespoke Jewellery” refers to any item individually designed, modified, or otherwise personalised for you.
Please read these terms and your invoice carefully before making payment of your 50% deposit as by doing so you agree to be bound by these terms and conditions.
Bespoke Jewellery, including customised ring sizes and pieces with personalised engravings, is/are non-returnable/refundable (except in the event of a faulty item, or one which has not been made to the agreed specification) as they are made to your specific requirements. They are subject to the below terms and conditions.
Quotes
We work with you closely to create each piece and processes do vary slightly depending on the exact project.
Meeting:
This may be in person, virtual or via email/instagram. This is where we chat through ideas and hope to get a clear sense of your style and the piece you would like to create. We will also discuss material options and talk you through sourcing options to determine which might align best with your personal ethos and work best for your design.
Design & Quote
After our design appointment you will receive a formal quote via email with further design sketches and material information if needed. We encourage you to ask questions and communicate freely with us to make sure we fully understand your needs.
Metal and gemstone prices change daily and so quotes are valid for two weeks from the date at the top of the specification, and are subject to change at any time before a legally binding contract is formed which shall be once the 50% deposit is received which is taken as acceptance of the offer made in the design specification and of these terms and conditions.
Given the volatility of the metal and gemstone markets, in exceptional circumstances such as in a dramatic change in the price of gold for example, we may need to contact you with a price adjustment following this stage but prior to production In this instance we will provide details and of course also offer a full refund of your deposit should you chose to no longer go ahead.
Payment terms
Confirmation & Invoicing
Once you are happy and confirm your design via email we will put your invoice together and send it via email.
Deposit: A non-refundable deposit of 50% of the total fee is required before any work begins beyond finalising the design, sourcing, or manufacturing work commences.
Balance: The remaining 50% must be paid in full upon completion and before the item is dispatched or collected.
Creation, responsible sourcing, lead times customer metals, and intellectual property
Further design development
In some instances we may need to continue to develop the design after invoicing. This might include sending over stone selections, further sketches or CAD designs for approval. At this stage we limited changes to designs to 2 adjustments. Further adjustments may incur a fee which will be discussed prior to making them.
Production
Once we have received your deposit, we will commence production. This is when your design comes to life. We will carve your wax, work with raw materials or create a CAD design ready for casting using traditional lost wax casting technique. Once cast your piece(s) are cleaned up and polished before stones are set or/and detailing & engravings are added.
Variations: As each piece is handmade, minor variations from digital renderings, models or sketches may occur. These are considered part of the unique character of bespoke work and do not constitute a fault.
Responsible sourcing: KIND Collection is committed to responsible sourcing and prioritising recycled and/or responsibly sourced precious metals, diamonds and gemstones. You can learn more about our sourcing and processes on our ethical practice page. We offer full transparency regarding our practices and value chain. If you would like any further information please contact us directly and we can answer any questions you might have.
Lead Times: Estimated completion dates (typically 8–10 weeks from receipt of deposit and the materials supplied by the client if necessary) are provided in good faith but are not guaranteed deadlines. Please note that production lead times may be extended due to a prolonged design process or unexpected hold ups. We will keep you informed should this be the case.
Customer metals and/or gemstones: Using your own metal will be subject to metal testing (once any stones have been removed). If the carat does not meet metal hallmarking thresholds then we can offer an alloying service at an additional fee. We will contact you to discuss this and talk you through the process.
Inherited and antique stones come with an inherent high risk of being damaged when being removed from the setting and/or being reset. Whilst every effort is taken to take care of your special pieces, the work is carried out at your own risk and we can take no responsibility for any damaged caused.
Intellectual property: please note that KIND Collection owns all designs, photographs and models.
Quality Control & Assaying
Each piece is tested by the London Assay Office to certify the purity of the metal inline with The Hallmarking Act 1973.
All pieces are checked before packaging to ensure they align with the agreed scope, objectives, and client requirements. This review checks for completeness, accuracy, and consistency with agreed expectations. Any issues identified are addressed before delivery or through the Service Quality, Remediation & Client Satisfaction process.
Warranty, care and liability
Warranty: We warrant to you that any product purchased from us will, for at least a period of one year from the date of delivery, be of satisfactory quality, free from material defects and reasonably fit for all the purposes for which products of the kind are commonly supplied.
Care and liability: We will not be liable for any defect in the product arising from fair wear and tear, incorporation of customer provided metals and/or gemstones, failure by you to follow specific care instructions, wilful damage, abnormal storage, accident, negligence by you or any third party or any alteration or repair made by you or a third party.
To the fullest extent permitted by English law, our total liability to you in connection with any order shall not exceed the price of the order.
We are not liable for any indirect, consequential or economic losses, loss of profits, or business interruption. Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or any other matter that cannot be excluded by law.
Collection and delivery
Bespoke Jewellery will be sent out using Royal Mail Special Delivery. This allows items to be tracked and insured. You will need to be available to receive the delivery as a signature is required. We will contact you, via email, to arrange delivery on a day that suits you best once your piece is ready to ship.
We want you to be happy with your piece of jewellery and if a bespoke item is faulty or materially different from the agreed design, please contact us within 14 days of receipt with your order number, photographs and a description of the fault or material difference and we will review and contact you to discuss a suitable resolution.
Please see further details and terms in our KIND Shipping & Returns section.
Law
All dealings between KIND Jewellery and yourselves (as the customer) will be governed by the laws of England and this is where any dispute must be resolved.
Changes to these terms
We may update these terms and conditions at any time. The version published on our website at the time of our order will apply to that order.
For questions, please contact us at: hello@kindjewellery.com