Customisation Service Terms and Conditions

Overview

Our customisation service allows you to personalise select Atelier Cara designs with your choice of gemstone — creating a piece that is uniquely yours within our existing signature silhouettes.

Please note that this is not a bespoke or fully custom design service. Customisation is limited to gemstone selection within pre-existing Atelier Cara designs only. No changes to the setting style, metal type, or overall design structure will be made unless explicitly stated on the individual product listing.

Product Images

All product images shown for customisation pieces are visual references only and are intended to give a general representation of the design and finished piece. They are not an exact representation of the final product.

As each customisation piece is made to order with individually hand-selected stones, the actual finished piece may differ from the images shown in the following ways:

• The stone's exact colour, tone and saturation may vary from what is displayed, as screen calibration, lighting conditions and photographic rendering may not perfectly reflect the true appearance of a natural gemstone
• Stone measurements and proportions may vary slightly within the specified range
• The exact finish and appearance of the gold may differ slightly under real life lighting conditions compared to reference images

We strongly encourage you to contact us with any questions prior to placing your order, as we do not offer any change of mind returns or cancellations once an order is placed.

Payment

For all customisation orders placed directly via our website, full payment is required at the time of purchase.

For quotation-based customisation requests — including enquiries about setting a purchased loose stone into one of our designs, or requests to customise an Atelier Cara existing design with a specific stone of your choice — a 50% non-refundable deposit of the quoted amount is required to confirm and commence the order, with the remaining balance due prior to dispatch. 

All loose stone purchases require full payment upfront, regardless of whether a setting is requested.

Quotation-Based Customisation

The following applies to quotation-based requests only:

For customisation requests involving specific gemstone types, colours, cuts or sizes not listed as standard options, please contact us via our contact page prior to placing any order. We will assess the feasibility of your request and provide a quotation accordingly.

Quotation-based customisation requires a non-refundable deposit prior to commencement. The deposit amount and remaining balance structure will be confirmed at the time of quotation. Full payment details will be provided before any work begins.

Please note that quotation-based customisation is subject to gemstone availability. In the event that a suitable stone cannot be sourced, any deposit paid will be refunded to the original payment method. This does not apply if the customer decides not to proceed after a gemstone has been sourced and confirmed.

In the unlikely event that Atelier Cara is unable to fulfil a confirmed customisation order, a full refund of any payments made will be provided.

Loose Stone with Setting Option

Select loose gemstones available at Atelier Cara may be purchased with the option to have them set into an existing Atelier Cara style. In this case:

• Full payment for the loose stone is required upfront at the time of purchase
• If you wish to have the stone set, please select the "add on" option for your preferred Atelier Cara styles and pay in full via checkout
• If the option is "enquire" only, setting costs will be quoted separately and confirmed before production commences
• Once the stone has been purchased, it cannot be returned — please refer to our return policy

Production and Dispatch

All customisation pieces are made to order. Estimated production and dispatch timeframes will be indicated on each individual product listing. These are estimated timeframes only — while we will always aim to meet the stated timeline, unforeseen delays may occasionally occur and we will communicate any changes as promptly as possible.

Cancellations

We do not accept cancellations under any circumstances, including prior to production commencing. Please consider your purchase carefully before placing a customisation order — we recommend contacting us with any questions before purchasing rather than after.

This policy applies to all customisation types including standard customisation, quotation-based customisation and loose stone with setting option purchases.

Returns and Exchanges

As all customisation pieces are made to order specifically for you, we are unable to accept returns or exchanges under any circumstances, including change of mind.

If your piece arrives with a manufacturing fault, our standard 7-day manufacturing fault warranty applies. Please refer to our full return policy for details.

Colour and Appearance Variation

Natural gemstones are unique by nature. Even within the same stone type and colour description, individual stones will vary in tone, saturation and character. This is not a defect — it is an inherent quality of natural gemstones.

Colours displayed in photos and visual references may also vary depending on your screen settings, lighting conditions and device calibration. We always do our best to describe each stone as accurately as possible and encourage you to ask questions before purchasing.

For International Customers

All prices are listed in AUD. Customers are responsible for any currency conversion or bank fees. All quoted prices are exclusive of customs fees, local duties, import taxes and any other charges imposed by the destination country. Customers are responsible for any such fees.

General

By placing a customisation order with Atelier Cara, you confirm that you have read, understood and agreed to these Terms and Conditions in full.

Should you have any questions prior to placing an order, please do not hesitate to contact us.