Custom Jewelry
How does the custom jewelry process work?
The process may include consultation, gemstone or diamond selection, digital sketch, 3D design, optional 3D print, design approval, production, and quality control.
How long does production take?
Production takes approximately 30–40 business days after the 50% down payment is received and all order details are confirmed. Additional time may be required for complex designs, material sourcing, recasting, or further quality control.
Can I request a specific completion date?
Please inform us before making the down payment. We will assess the timeline based on the design, materials, and workshop availability, but specific dates cannot always be guaranteed.
Can I make changes after approving the design?
All design, material, gemstone, size, and engraving details must be reviewed before approval. Changes cannot be made once production has started.
Is engraving included?
Complimentary engraving is available when the details are confirmed before production. Changes requested afterward may incur an additional fee.
Will my jewelry include a hallmark?
Each piece includes the MRSAE logo and metal fineness hallmark, subject to technical feasibility.
Gemstones & Diamonds
Are all available gemstones and diamonds listed online?
No. Our inventory is extensive and changes frequently, so not every available stone can be displayed in the catalog.
Can MRSAE source a specific gemstone or diamond?
Yes. We accept sourcing requests based on preferred type, shape, color, size, quality, origin, certification, and budget through our network of trusted suppliers and mining partners.
Are natural gemstones identical to the photos?
Each natural gemstone is unique in color, clarity, inclusions, patterns, proportions, and cut. Its appearance may vary slightly in photos or videos due to lighting, camera settings, viewing angles, and screen displays.
Are natural inclusions considered defects?
Not necessarily. Natural inclusions and color variations are common characteristics of gemstones and may form part of their individual identity.
Are the stones certified?
Certification depends on the gemstone type, size, value, and eligibility. Selected natural diamonds are accompanied by a GIA grading report, while selected lab-grown diamonds are accompanied by an IGI grading report. Certification details will be confirmed before approval.
What is the difference between natural and lab-grown diamonds?
Natural diamonds form within the earth, while lab-grown diamonds are created in a controlled laboratory environment. Both are diamonds with the same essential chemical composition, crystal structure, hardness, and optical properties, but they differ in origin.
Pricing & Payment
How is the quotation calculated?
Pricing is based on the design, size, material, gemstone or diamond, estimated metal weight, and level of craftsmanship. Changes or additional requests may affect the final price.
How much is the down payment?
A 50% down payment is required before the order can proceed.
Is the down payment refundable?
No. Down payments, custom orders, gemstones, diamonds, and processed materials are non-refundable.
When is the remaining balance due?
The remaining balance must be paid in full before collection or delivery.
Jewelry Redesign
What is jewelry redesign?
Jewelry redesign transforms an existing piece into a new design using eligible gemstones and the value of the client’s original metal.
Will my original metal be melted directly into the new jewelry?
No. The new piece is made using newly refined gold formulated to the selected purity. The original metal is assessed separately, and its value is calculated based on its confirmed purity and net weight.
Can all old materials be reused?
Not always. Gemstones and materials must first be dismantled, inspected, and tested. MRSAE may recommend replacing a material or adjusting the design if it is unsuitable or unsafe.
Can the initial redesign quotation change?
Yes. The initial quotation is an estimate and may change after the actual purity, net weight, gemstone condition, and material suitability are confirmed. Any changes will be communicated before proceeding.
Are there risks when removing old gemstones?
Dismantling and resetting may involve risks, especially with older, worn, treated, or fragile stones. MRSAE may pause the process if the risk is considered too high.
Ring Size & Finishing
How should I confirm my ring size?
For the most accurate result, direct measurement using a professional ring sizer is recommended before production.
Can every ring be resized?
No. Full-eternity designs, continuous patterns or engravings, tension settings, and specialized structures may be difficult or impossible to resize.
Will plating or textured finishes last permanently?
Plating, matte, and brushed finishes may gradually fade due to wear, friction, perspiration, skin condition, and chemical exposure. This is normal wear and is not considered a production defect.
Shipping
Is shipping included?
Shipping from the MRSAE Office is included unless stated otherwise.
What information must I provide?
Clients are responsible for providing the correct recipient name, phone number, and delivery address.
Is an unboxing video required?
Yes. A continuous unboxing video and supporting photos are required for shipping-related or condition claims.
Are high-value orders shipped differently?
MRSAE may recommend insured shipping, special delivery, or personal collection for selected high-value orders.
After-Sales
How long is the claim period?
Claims must be submitted within 7 calendar days of receipt, with the delivery date counted as Day 1. An unboxing video and supporting photos are required.
What does the production warranty cover?
The warranty covers confirmed issues caused by the production process.
What is not covered by the warranty?
The warranty excludes normal wear, impact, pressure, improper use, chemical exposure, body changes, damaged or missing stones caused by wear, and repairs or alterations by another party.
Are loose or missing stones covered?
Loose or missing stones caused by impact, deformation, pressure, or normal wear are not covered. Regular setting inspections are recommended for frequently worn jewelry.
Is resizing complimentary?
One complimentary resize is available for life, up to two sizes larger or smaller, subject to the ring’s design and condition.
Is cleaning complimentary?
Lifetime complimentary cleaning includes basic cleaning and an inspection of the jewelry and stone settings. Polishing, plating, repairs, setting adjustments, and stone replacement are chargeable.
What happens if the jewelry is repaired elsewhere?
Jewelry altered or repaired by another party may no longer be covered by MRSAE’s warranty and complimentary resize service.
For complete information, please review the relevant policy pages before placing your order.