CUSTOM MADE POLICY
This custom-made policy was last updated on 01 January 2024.
Welcome Redki (“we”, “our”, “us”, “Redki”). This custom-made policy pertains to the specific details and procedures governing the creation of bespoke items, reflecting our commitment to delivering unique and tailored products. As outlined below, our custom-made practices ensure that your individual preferences and requirements are considered throughout the process.
This policy is in addition to the Terms and Conditions which can be found https://redki.com.au/terms-conditions/
- Ordering Process
All designs within the Redki collection are meticulously crafted by hand in our studio. This enables us to offer a diverse array of customisation options for both fashion and bridal jewellery and accessories.
Our ordering process is as follows:
- Complete the questionnaire.
- Schedule an appointment/consultation to discuss jewellery designs, outfit, and event through the customer’s preferred communication method, such as Facebook Messenger, Zoom, or Phone.
- Secure your design progress by submitting a non-refundable AU$150 deposit which will be applied to your order once it is placed.
- Upon design approval, the deposit reserves your spot in our custom work schedule. After approval, a dedicated listing on our website will be created for you to pay the remaining balance.
Please note that changes to approved designs cannot be accommodated, as the jewellery design process begins immediately.
Redki Couture Jewellery respects copyright and creativity, refraining from reproducing pieces from other designers. While we welcome inspiration from various sources, our aim is to craft something uniquely bespoke for you.
- Design Approval
All custom-made orders are required to be paid in full prior to the commencement of production. This ensures a seamless and efficient process, allowing us to initiate the design and crafting of your bespoke item without any delays. We appreciate your understanding and cooperation in adhering to these payment terms, as they contribute to the successful realization of your unique and meticulously crafted piece. For any inquiries or further clarification, please don’t hesitate to contact our customer service team.
- Payment Terms
All custom-made orders are required to be paid in full prior to the commencement of production. This ensures a seamless and efficient process, allowing us to initiate the design and crafting of your bespoke item without any delays. We appreciate your understanding and cooperation in adhering to these payment terms, as they contribute to the successful realization of your unique and meticulously crafted piece. For any inquiries or further clarification, please don’t hesitate to contact our customer service team.
- Production Timeline
The production timeline for custom-made items is contingent upon the intricacies of each order and the availability of the specific jewels designated for use. While we strive to provide estimated timelines, please note that variations may occur based on the complexity of the order and the supply of the required jewels. We are committed to keeping you informed of any potential delays and will work diligently to ensure the timely completion of your unique, handcrafted piece. Your understanding and patience are appreciated as we strive to deliver a product of exceptional quality and craftsmanship.
We can try to accommodate urgent orders (required within 4 weeks). There will be a rush fee of $150 that will in addition to the order price.
Our production time does not account for the shipping duration once the item is dispatched. We advise you to consider and select the most suitable shipping option for your needs.
- Cancellation
Our cancellation policy is designed to provide clarity regarding order cancellations. Upon approval of custom orders, cancellations will be accepted within the first 2 days. However, after this initial period, cancellations are not permitted. In the event of a cancellation, a non-refundable fee of 50% of the order price will be applied. Should you cancel after the 2-day timeframe the order will be 100% non-refundable.
We understand that circumstances may arise, and we encourage customers to carefully consider their orders before approval to avoid any inconvenience. This policy is in place to account for the time, effort, and resources invested in the custom-order process. If you have any questions or concerns, please contact us for further clarification.
- Communication
All communications regarding custom orders, including order confirmations, design consultations, and any changes, will be conducted via email. We strive to provide timely responses to ensure effective and transparent communication throughout the custom-order process. It is important to monitor your email regularly, and if you have any preferences or special considerations regarding communication, please inform us at info@redki.com.au to facilitate a smooth and collaborative experience.
- Quality Assurance
At Redki, we are dedicated to ensuring the highest quality for our custom-made items. We pass on the benefit of warranties provided by manufacturers or suppliers, excluding all other warranties, descriptions, representations, or conditions to the fullest extent permitted by law. Each custom-made item is backed by a 6-month warranty for faults. Our commitment to quality assurance extends beyond the manufacturing process. In the rare event of a defect, our liability for any claim, damages, loss, or expense related to the supply of goods or services is limited to the cost paid by you, unless statute expressly requires otherwise. We strive to address any concerns promptly and may offer repairs or adjustments as necessary. It’s important to note that we are not responsible for normal wear and tear or any alterations made to the items after purchase. Please refer to our terms and condition policy for detailed information. Our aim is to deliver custom-made items that meet or exceed your expectations, ensuring your satisfaction with every purchase.
- Repair Agreement
We understand that, over time, wear and tear or unforeseen incidents may lead to damage to your cherished Redki item. While we are committed to providing repair services to address such issues, it’s important to note that any repairs will be at the expense of the buyer. Our skilled craftsmen are capable of restoring and rejuvenating your custom-made piece to the best of their abilities. For detailed information on our repair services, associated costs, and the repair process, please reach out to our customer service team. We appreciate your understanding and are dedicated to ensuring your Redki item remains a timeless and enduring part of your collection.
- Customer Agreement
By placing a custom order, the customer acknowledges and agrees to comply with the terms and conditions outlined in the Custom-Made Policy. It is the customer’s responsibility to review and understand the policies related to custom orders, including but not limited to the ordering process, design approval, payment terms, production timeline, cancellation policy, communication, quality assurance, and shipping and delivery. If there are any questions or concerns, customers are encouraged to contact us for clarification before proceeding with a custom order.
- Contact Us
If you have any concerns or questions about our refund and return policy, please contact our customer service team at info@redki.com.au OR through our Contact Us page