Lesson context
Why this matters
When you come to see me, the customers I can help best are the ones who arrive with a few good questions ready. A custom ring is made just for you, so once we begin shaping metal you usually cannot simply send it back because you have changed your mind. Asking the right things up front means we both understand exactly what is being made, what it will cost, and what happens if anything needs sorting out.
Your learning plan
Learning goals
By the end of this lesson, you’ll be able to:
- Prepare clear questions about how a jeweller runs a custom project.
- Understand how pricing, deposits and design changes usually work.
- Check exactly what is included in the job (the "scope").
- Know your basic consumer rights and what to ask if something goes wrong.
Start with how they work
Get a feel for the process before anything else:
- "Can you walk me through your custom process, from first sketch to finished ring?"
- "Will I see the design before you start - a drawing, a CAD render, or a wax model?"
- "How many revisions are included before we lock the design in?"
- "Who actually makes the ring - you, your workshop, or an outside supplier?"
- "What's a realistic timeline, and can you meet my date if I have one?"
Plain, calm answers are a good sign. Even with no date written down, the law expects the work in a reasonable time.[1]
Then pin down price and changes
This is where most misunderstandings begin:
- "What's the full price, and how is it broken down: metal, stones, labour?"
- "Is that a fixed quote or an estimate that could move?"
- "What deposit do you need, and is it refundable if I pull out before work starts?"
- "Once we've begun, how do you charge for a change of mind on a detail?"
- "When is the balance due?"
Ask for the answers in writing. Anything a jeweller tells you that you rely on becomes part of your contract.[1] Deposits are normal - the maker buys metal and stones upfront - but know the terms before you pay.[4]
Be clear on the scope
What is, and isn't, included:
- "Exactly which metal and which stones, and where do the stones come from?"
- "Will the ring be hallmarked, and at which assay office?"
- "Do I get an independent certificate for the main stone, and from which lab?"
- "Is resizing, cleaning or a first service included afterwards?"
On hallmarking, the UK thresholds are: gold and palladium over 1g, silver over 7.78g, platinum over 0.5g must be marked by an assay office; lighter pieces can be marked voluntarily.[2]
Finally, ask what happens if it goes wrong
Good makers won't flinch:
- "What aftercare or guarantee do you offer if a stone loosens or the band wears?"
- "If I'm not happy with the finished ring, what can we do?"
- "Has a custom job ever gone wrong for you, and how did you put it right?"
- "Are you a member of a trade body, and is there an independent complaints route?"
Lesson glossary
Key terms
- Custom ring
- A ring made to your own design or specification.
- Scope
- Exactly what work and materials the job includes.
- Deposit
- An upfront payment, often to cover materials.
- Hallmark
- Official marks struck by a UK assay office guaranteeing the metal.
- Assay office
- An independent body that tests and marks precious metals.
- Reasonable care and skill
- The legal standard a service must meet.
- Cooling-off period
- A short window to cancel some purchases (limited for custom goods).
- NAJ
- National Association of Jewellers, a UK trade body.