Custom Designs

Sourcing Deposit:  This deposit is non-refundable, this typically applies to projects where we will be sourcing stones for a client project.   This fee goes towards the total balance of the completed project.

Deliverables:  Included in the cost of your custom piece is the initial consultation (capped at one 60 minute in person or two 30 minute remote sessions) with a stylist, a design mock-up, one (1) round of modifications prior to moving to production, and confirmation of the design via emailed CAD drawing.  Once the final design is confirmed and approved in writing via email we will move to production.   Changes cannot be submitted beyond this point without incurring any additional costs via a change order.  Any requested modifications outside of the approval process will be at the Client's expense.

Disclaimers:  While working with heirloom material,  Marrow is not responsible for stones or settings that chip, break, bend or are damaged.  Client understands that working with heirloom material is "at risk" and Marrow will not be liable for any damage that may occur during the production process.  Please be mindful that it is important to add fine jewelry to a homeowners, renters, or individual policy; this will protect against loss, damage or theft of jewelry.

Payments: Typical payment schedules for custom projects are as follows:

Payment 1:  Sourcing Deposit $1500 (If applicable)

Payment 2:  50-75% of the remaining balance  

Payment 3:  Final Balance Due Prior to any jewelry shipment or pick up

The client is responsible for paying outstanding/final balance within 14 business days of project completion.

Clients are responsible for paying sales tax on all items purchased.

By paying the deposit, the client understands and agrees with all the terms and conditions listed on this page.

Timeline for Custom Projects:  Timelines are estimates and are not guaranteed.  Typically the timeline for custom projects is 8-12 weeks but can vary depending on sourcing availability, response times, and holiday schedules. 

Return Policy: All custom projects and designs are final sale.

Exchanges/Returns

Unless otherwise noted, unworn line item jewelry and ready-to-ship one of a kind jewelry may be returned within 10 days of receiving your order.

Returns are subject to a 10% restocking fee or 100% store credit, along with a $60 insured shipping fee.

Extended holiday returns: purchases received in December qualify for an extended return window of 30 days. 

Marrow does not issue refunds, store credit, or exchanges for custom jewelry. 

To initiate a return, please email info@marrowfine.com. Please note that return shipping costs are the client’s responsibility, although Marrow can facilitate providing an insured label. Store credit or refund will be issued once the piece is returned to Marrow and inspected.

Craftsmanship Warranty

Marrow guarantees against all defects of materials and craftsmanship of our jewelry, but it does not cover normal wear and tear, neglect, or accidental damage. 

We recommend having your jewelry inspected every year to keep it in good condition.

Please be mindful that it is important to add fine jewelry to an insurance policy, this will protect against loss, damage or theft of jewelry.  

Learn more about proper gemstone care below. 

Full assessment for Craftsmanship Warranties must be completed by Marrow Fine - If you have any questions please contact info@marrowfine.com.

Repairs

Please use our online Repair Request form to get started on a repair process.

We do not offer repair service on non-Marrow items.

Resizing

Marrow offers one complimentary resize (includes shipping costs - domestic only) per piece within 90 days of receipt.

Some of our jewelry (like our enamel designs) cannot be resized after purchase, so be sure to confirm your size beforehand. Any jewelry that cannot be resized or has limitations with resizing will be noted in the product description.

Please note that resizing jewelry too many times could affect the integrity of the jewelry.

Resizing your Marrow piece at a local jeweler voids the Marrow warranty.

Stone Sourcing

At Marrow we only work with design quality material sourced from a small batch of trusted partners globally who adhere to our standards in ethics and business practice.

Appraisals

Marrow offers appraisals through an independent appraiser.

Complimentary appraisals are included for all pieces with a value of $5K and up. 

Insured Shipping

All shipments from Marrow are insured and require a signature for delivery.

All domestic shipments are shipped via FEDEX, UPS, or USPS. Next day delivery is available at checkout for a fee;2 day delivery is complimentary.

Please note that the delivery speed is not reflective of production speed—most designs are made to order.

International pieces will be via DHL Express Worldwide (where applicable) and fully insured.

INTL Clients

With the help of video conferencing, high resolution photographs, a flexible work schedule, and world class insurance, Marrow jewelry is sold worldwide. 

Please note each country assesses different taxes and duties that may need to be paid to clear your items.

All customs fees, taxes and duties are the client’s responsibility.