1. How do I place a custom jewellery order?
To place a custom order, simply reach out to us through our website's 'Contact Us' page or by texting us directly. During the consultation, we'll discuss your design ideas, preferred materials, and budget. Once we finalize the details, we will require a deposit of 20-50% to begin crafting your piece.

Please note that this deposit is non-refundable if you decide not to proceed with the purchase while the piece is being constructed. The deposit helps cover the material costs that are specifically purchased for your custom design. These terms will be thoroughly discussed during the consultation, and a form will be provided for your signature to confirm your agreement.

2. What is the process for creating a custom piece of jewellery?
After you submit your custom request, we’ll work with you to understand your vision. We’ll provide a design concept and estimate. Once approved, we’ll start crafting your piece. Throughout the process, we’ll communicate with you to ensure everything meets your expectations.

3. How long does it take to receive a custom piece of jewellery?
Custom orders typically take [insert time frame, e.g., 4-6 weeks] to complete, depending on the complexity of the design and materials required. We’ll provide you with an estimated completion time during the consultation.

4. What is your return policy?
We take great pride in the quality and craftsmanship of our jewellery. As each piece is carefully crafted or customized, we are unable to accept returns or exchanges on items unless they are defective or damaged upon arrival. Please inspect your purchase upon receipt and contact us within 7 days if there are any issues with photo evidence. For returns or exchanges on defective items, we will provide further instructions to ensure a smooth process.

5. Can I make changes to a custom order once it's been placed?
We strive to ensure that every detail is perfect before we begin crafting your custom piece. However, if you would like to make changes after the order is placed, please contact us as soon as possible. Changes may be possible, depending on the stage of production.

6. What materials do you use for your jewellery?
We use high-quality materials such as sterling silver 925 or fine silver 999. During your consultation, we’ll discuss the best material options for your custom design based on your preferences and budget. Please note that we can also make pieces in 9ct and 18ct gold upon request.

7. Do you offer gift wrapping?
Yes, we offer beautiful gift wrapping for any of our jewellery pieces. If you would like your order to be wrapped, please select the gift-wrapping option at checkout.

8. How can I care for my jewellery?
To maintain the beauty of your jewellery, we recommend avoiding exposure to harsh chemicals, perfumes, and excessive moisture. Store your pieces in a safe, dry place when not in use. We also provide detailed care instructions on our website.

9. What payment methods do you accept?
We accept payments through [credit/debit cards, PayPal, etc.], making it easy and secure to complete your purchase.

10. Can I purchase jewellery as a gift?
Yes, we offer jewellery that makes perfect gifts for any occasion. If you're purchasing as a gift, please let us know, and we can help you choose the perfect piece. We also offer custom designs if you’re looking for something unique.

11. Do you offer international shipping?
No, we do not offer international shipping currently. Only free shipping within NZ.

12. What are your shipping terms and conditions?

We offer free delivery for all orders shipped within New Zealand.

We acknowledge every order by email and will advise you of a delivery date. You will also receive courier tracking details once your order has been shipped, keeping you informed through the delivery process. 

13. What happens if my jewellery is damaged?
If your jewellery is damaged due to manufacturing defects, please contact us immediately. For damage from normal wear and tear, we offer repair services for a fee. Please reach out to us to discuss repair options for Wes Smith products only.