Policies & Protection

A $300 CAD design deposit is required to begin CAD work. The deposit is non-refundable from payment and is credited toward the final custom order total if you proceed. Once we have the deposit and the information needed to begin, we aim to provide an initial CAD design within 3–5 business days. This is an estimate, not a guaranteed delivery date.

Each project includes up to three CAD revision rounds. Additional revisions or a substantial change in direction may require an additional design fee or timeline; we will confirm this before doing added paid work.

Please carefully review the CAD and specifications before written approval, including metal, stone type, stone size, dimensions, ring size, engraving, finish, and layout. After written CAD and quote approval, a 75% production payment is required to begin production. The remaining 25% balance is due before shipment or pickup. The CAD deposit is credited toward the total project price.

Once production begins, custom, personalized, engraved, made-to-order, or client-approved pieces are final sale because they are created to your specifications. This does not limit any remedy required by applicable law for a confirmed defective, non-conforming, or incorrectly fulfilled item.

Client-supplied stones may be accepted case by case. You are responsible for delivery risk, packaging, and insurance. Pre-owned stones can have inherent or pre-existing conditions that create risk during resetting; we may require a separate written acknowledgement before accepting a stone.

Liu & Co. ships through USPS within the United States and internationally where service is available. A signature is required for delivery. Eligible domestic U.S. orders generally have an estimated 2–3 business-day USPS transit time after shipment. Production and processing time are separate from transit time.

International timing depends on destination, customs, and local carrier performance. Duties, VAT, taxes, brokerage charges, and other destination-country fees are the customer’s responsibility unless a written quote states otherwise.

Ready-to-buy chains are final sale. Liu & Co. does not accept returns or exchanges for chain orders. Chains are supplied as brand-new factory goods and are not offered on a return basis. This does not limit remedies required by applicable law for a confirmed defective, non-conforming, or incorrectly fulfilled item.

For an incorrect, damaged-in-transit, defective, or materially different item, contact custom@liuandco.com promptly with order details and clear photos of the item and packaging. Do not wear, alter, resize, repair, or send the item to another jeweler before we review the concern.

Liu & Co. provides a lifetime limited workmanship warranty on eligible custom work. After inspection, we will repair a confirmed manufacturing defect where repair is reasonably possible. This is not insurance and does not cover every event that can affect jewelry.

The limited warranty does not cover normal wear, routine maintenance, scratches, gradual thinning, worn finishes, accidental damage, impact, misuse, chemicals, loss, theft, or third-party resizing, repair, cleaning, or alteration. It also does not cover pre-existing conditions or inherent weaknesses in client-supplied stones.

Email custom@liuandco.com with your order or project details, a description, and clear photographs. The piece may need to be sent in for inspection. The claimant is responsible for all shipping costs associated with a warranty request, including a request ultimately confirmed as a manufacturing defect.

Remove fine jewelry before exercise, sports, heavy work, swimming, bathing, sleep, or exposure to chlorine, bleach, perfume, hairspray, and household cleaners. Store pieces separately and arrange periodic setting and prong inspection. Consider personal jewelry insurance for risks outside this limited workmanship warranty.