Refund policy
Bespoke Commission, Returns & Shipping Policy
Every Marta McCue piece is hand-designed and made to order. Nothing in our atelier is mass-produced, pre-stocked, or duplicated. Because each commission is created uniquely for you — to your specifications, in the materials and stones selected for your piece alone — the terms below reflect the nature of true bespoke fine jewelry. By placing an order, you acknowledge and accept this policy in full.
The Design & Approval Process
We believe you should see your piece before it exists. Every commission moves through a guided approval process before any precious metal is cut or any stone is set:
- 2D rendering — the initial design illustration of your piece.
- 3D rendering — a dimensional, photorealistic CAD visualization.
- 3D video rendering — a rotating, full-motion preview so you can view your piece from every angle.
You will review and formally approve each stage in writing. This collaborative process exists so that the design, proportions, metal, gemstones, and finishes are confirmed and agreed upon before production begins. We encourage you to request adjustments, ask questions, and take the time you need at this stage — it is the moment for changes, and we welcome them.
Your written approval of the final 3D video rendering authorizes us to begin production.
Cancellations Before Production
You may cancel your commission at any point before you approve the final 3D video rendering and production begins. In the event of cancellation prior to production:
- A non-refundable $500 deposit is retained to cover design, rendering, and sourcing work already performed.
No Refunds or Exchanges Once Production Begins
Once you have approved the final renderings and your piece enters production, all sales are final. Because your commission is hand-fabricated to order — with metal, diamonds, and gemstones acquired and worked specifically for your piece — we are unable to offer refunds, returns, exchanges, store credit, or cancellations after production has commenced, for any reason, including but not limited to change of mind, change in circumstance, fit preference, or change in taste.
This is the central trade-off of bespoke fine jewelry, and the reason for our thorough multi-stage approval process: by the time we begin, the design has been seen, reviewed, and approved by you in detail.
What We Always Stand Behind
Our no-refund policy never extends to our own errors. If your piece arrives with a verifiable manufacturing defect, or does not match the final renderings you approved, we will repair, remake, or otherwise remedy the piece at no cost to you. Please report any such concern in writing within three days of delivery, accompanied by photographs. This remedy is your sole and exclusive recourse and does not constitute a refund.
Ordinary wear, accidental damage, loss, theft, improper care, or alterations performed by any jeweler other than our atelier are not covered.
Sizing & Fit
Ring sizing and fit are confirmed during the design process and are your responsibility to verify before approval. We are glad to advise, and complimentary resizing [may be available within 7 days of delivery / is handled case by case] where the design permits. Certain designs — those with full eternity settings, intricate pavé, or articulated structures — cannot be resized after completion.
Shipping
We ship worldwide. All pieces are sent fully insured via secure, signature-required courier. You will receive tracking details upon dispatch. Title and risk of loss pass to you upon delivery to the address you provide; please ensure your shipping information is accurate, as we cannot redirect or recover a package sent to an incorrect address you have supplied.
International Orders, Duties & Taxes
For shipments outside the United States, you are the importer of record. All import duties, customs charges, value-added taxes (VAT/GST), brokerage fees, export levies, and any other charges imposed by the destination country are your sole responsibility and are not included in the purchase price.
These charges are determined by your local customs authority and are entirely outside our control. We are unable to estimate, prepay, or reimburse them, and we cannot mark shipments as gifts or declare a value other than the true purchase price. Should a shipment be refused or returned to us due to unpaid duties, return shipping and any associated costs will be deducted from any amount otherwise due to you; the underlying piece, being bespoke, remains non-refundable.
We recommend confirming your country's import requirements before placing an international order.
Title to Designs
All designs, renderings, and concepts remain the intellectual property of Marta McCue Fine Jewelry. Purchase of a piece conveys ownership of that physical piece only, not of the design, which we reserve the right to draw upon in our broader creative work unless a separate exclusivity arrangement has been agreed in writing.
Acceptance
By submitting your deposit and proceeding with a commission, you confirm that you have read, understood, and agreed to this policy in its entirety.
For any questions before you commission, we warmly invite you to reach us by private enquiry — we are always glad to walk you through the process.
Notice for Clients in the European Union & EEA
We honor the rights afforded to consumers in the European Union and European Economic Area, including the statutory 14-day right of withdrawal under the Consumer Rights Directive.
Because every Marta McCue piece is hand-designed and made to order, we have structured our process so that this right is fully protected. No CAD development, gemstone sourcing, or production of any kind begins until the 14-day cooling-off period has elapsed. During this period, you may withdraw from your commission for any reason and receive a full refund of any amounts paid, as no bespoke work will yet have been undertaken on your behalf.
Once the 14-day period has passed and you confirm in writing that you wish to proceed, your commission enters our design and production process. From that point forward — in accordance with the Directive's exemption for goods made to a consumer's individual specifications — the commission becomes final, and our standard Bespoke Commission, Returns & Shipping Policy applies, including its all-sales-final terms once production has begun.
This means your bespoke piece will begin no earlier than 14 days after your order is confirmed. We consider this a worthwhile exchange for the assurance it provides, and we are glad to keep you informed at every stage.
If you have any questions about our policies, feel free to contact our customer support team at hello@martamccue.com.