Custom Order Policy

Every NYXNOOR piece is non-prefabricated and handcrafted only after the customer confirms individual specifications. These may include the design, gemstone, metal, ring size, finish, engraving and other approved details.

All orders may be cancelled for a full refund only when the cancellation request is received within 24 hours of purchase. After this 24-hour window, the order enters our committed design, material-sourcing, preparation and production process and cannot be cancelled because of a change of mind.

What Is Considered a Custom Order

NYXNOOR does not sell ready-made standard inventory. Each piece is produced specifically for one customer using confirmed individual choices. This includes catalog-inspired designs that are individually configured for the customer as well as fully bespoke designs.

Customer specifications may include:

Design, dimensions and proportions.
Gemstone type, shape, size, color or a specifically selected stone.
Metal purity, metal color and surface finish.
Ring size or other customer-specific measurements.
Engraving, personalization or requested design changes.

Customer Responsibilities

Customers must carefully review and confirm all order information before production, including:

Ring size and regional sizing standard.
Metal purity and metal color.
Gemstone type, shape, size and color preference.
Surface finish, including polished, brushed, blackened or other special finishes.
Engraving text, spelling, capitalization and placement.
Design proportions and approved customization details.
Shipping address and contact information.

NYXNOOR is not responsible for errors resulting from incorrect or incomplete information supplied and approved by the customer.

Order Cancellation

Cancellation requests must be received within 24 hours of purchase. Eligible cancellations received within this period will receive a full refund to the original payment method.

The request time is determined by when the customer’s email or contact-form message is received by NYXNOOR. After 24 hours, late cancellations and partial-refund cancellations for personal reasons are not accepted.

EU 14-Day Withdrawal Exception

EU consumers generally have 14 days after delivery to withdraw from an online purchase without giving a reason. However, Article 16(c) of Directive 2011/83/EU provides an exception for goods made to the consumer’s specifications or clearly personalized.

Every NYXNOOR item is non-prefabricated and produced specifically for one customer according to confirmed individual specifications. Therefore, the 14-day change-of-mind withdrawal period does not apply to NYXNOOR custom orders where this exception is permitted by applicable law.

This custom-made exception does not affect mandatory rights relating to faulty, damaged or non-conforming goods.

Design and Stone Approval

When sketches, CAD images, gemstone photographs, measurements or design references are provided, the customer is responsible for reviewing them carefully before approval.

Approval confirms acceptance of the visible design, dimensions, proportions, gemstone, setting and customization details. Minor differences may occur between digital previews and completed handcrafted jewelry.

Reference images are used to communicate style and design direction. Because every piece is individually handcrafted, an exact reproduction of another artist’s work, a previous piece or a previous natural gemstone pattern cannot be guaranteed.

Natural Gemstone Variations

Natural gemstones are individually unique. Variations in color, pattern, transparency, inclusions, texture, shape and internal characteristics are expected and are not normally manufacturing defects.

Moss agate, moonstone, opal, salt-and-pepper diamond, rutilated quartz and other natural stones may differ significantly from photographs or previously completed jewelry. Lighting, photography and screen settings may also affect how colors appear.

Changes After Production Begins

Once materials have been ordered, gemstones prepared, CAD work completed or production has begun, requested changes may not be possible.

Approved changes may require additional payment and may extend the production timeline. Major changes may require a new quotation or a new order. An approved change does not reopen or extend the original 24-hour cancellation window.

Returns and Refunds

After the voluntary 24-hour cancellation window, custom orders cannot be returned, exchanged or refunded because of:

An incorrect ring size selected or supplied by the customer.
A change in personal preference.
A change in gemstone, metal, finish or design preference.
Expected natural gemstone characteristics or color variations.
Minor variations resulting from handcrafted production.
Differences caused by lighting, photography or screen settings.
Failure to review or verify approved order details.

Mandatory remedies remain available for confirmed delivery damage, manufacturing defects, incorrect specifications or another lack of conformity.

Ring Sizing and Resizing

Customers should obtain an accurate professional ring-size measurement before ordering. Ring fit may vary because of band width, finger shape, temperature, swelling, measuring method and regional sizing standards.

A ring produced in the confirmed size is not defective simply because it does not fit as expected. Resizing availability depends on the ring structure, setting, gemstone arrangement and requested size difference. Some designs cannot be resized safely and may require remaking.

Any applicable resizing, remaking and shipping charges will be confirmed before work begins.

Production and Estimated Delivery

Our usual production time is approximately 1–2 weeks, unless a different timeline is confirmed in writing for a complex bespoke project.

Including production and shipping, estimated total delivery is approximately 3–6 weeks from the order date. Complex construction, gemstone sourcing, customer revisions, approval delays, material availability and additional quality inspections may extend the timeline.

Production and delivery dates are estimates and are not guaranteed.

Rush Order (Fast 7-10 Days)

The Rush Order service costs $60 and provides priority handling for eligible orders.

Rush Order is intended to shorten the order’s overall timeline—production time plus shipping time—by approximately 7–10 days compared with our usual estimated timeline.

Rush Order does not mean that production or delivery will be completed within 7–10 days. Availability must be confirmed before purchase, and carrier delays remain outside NYXNOOR’s control.

EU Legal Guarantee

Where EU consumer law applies, goods are covered by a minimum 2-year legal guarantee from the date of delivery for a lack of conformity. This includes goods that are faulty, materially different from the confirmed description or not fit for an agreed purpose. Some national laws may provide longer protection.

Confirmed issues will normally be resolved through repair or replacement without charge. A price reduction or refund will be provided where required by applicable law, including where repair or replacement is impossible, disproportionate, unsuccessful or cannot be completed within a reasonable time.

The custom-made exception removes the change-of-mind withdrawal right where applicable, but it does not remove the legal guarantee. Any additional NYXNOOR commercial warranty does not replace, shorten or restrict mandatory consumer rights.

Blackened and Special Finishes

Blackened, oxidized, plated, antiqued and other specially treated finishes may gradually fade, polish or change through friction, chemicals, moisture and normal use.

These changes are considered normal wear rather than manufacturing defects. Professional refinishing may be available for an additional service and shipping fee.

Contact Us

Contact us before ordering if you need help with ring sizing, gemstones, finishes, design details, production timing or Rush Order availability.

For delivery issues, faulty or non-conforming goods and refund processing, please review our Returns & Refunds Policy or contact us through our Contact Us page.

Nothing in this policy excludes or limits mandatory consumer rights that apply under the laws of the customer’s location. Where applicable law provides stronger rights, those legal requirements take priority.