The Ground Rules,
In Plain English

Who we are: NOVAE ATELIER — an independent jewelry atelier in Guangzhou, China, making custom moissanite jewelry and iced-out timepieces. We sell direct to customers, mainly in the United States, and ship worldwide.

By using this site or placing an order, you agree to these Terms of Service, together with our Shipping & Returns and Privacy Policy pages. If you don't agree with them, please don't order.

Who can order: you must be at least 18 years old, or have a parent or guardian place the order for you. Where the consumer law of your own country gives you stronger rights than these Terms do, your local law wins.

What the stone is: unless a product page says otherwise, the main stone in every piece is moissanite — lab-created silicon carbide — and it is not a diamond. Where a listing states lab-grown diamond, that specific piece uses a lab-grown diamond. Metal content is listed on each product page (for example, 925 Sterling Silver, 18K Gold Plated, Rhodium Plated). If the exact specs of a piece matter to you, ask us before ordering and we'll confirm them in writing.

Hand-finished variation: every piece is set and finished by hand, so no two are identical. Expect small differences in stone placement, variations of a millimeter or so in dimensions, and slight shade differences between stone batches. These are characteristics of handmade work, not defects. Product photos are representative, and colors also vary from screen to screen.

Approval before production: for custom work we send a 3D design preview. Production does not start until you approve it — a message or email is enough. Changes requested after approval can restart the timeline and may change the price.

Production time: varies with complexity — simple designs 7–10 days, moderate builds 10–18 days, complex pieces 18–30 days from your approved design. We confirm your timeline during consultation, and we'll tell you if it moves.

Custom-fit pieces (grillz and rings): these are built to the mold or measurements you send us. A cast piece can't simply be resized from someone else's numbers, so please double-check your size with us before production starts.

Currency: all prices are in US dollars (USD). Prices can change without notice; the price confirmed when you place your order is the price that applies to it.

Payment methods: PayPal and bank transfer. Standard orders are paid at checkout. Larger custom builds may be invoiced in stages.

Custom order schedule: 20% deposit to reserve your production slot, 30% once production starts after design approval, 50% before shipping once final QC photos are approved. If we agree on a different schedule in writing, that schedule governs.

Changes or cancellations: message us as early as you can. Because materials are sourced and bench time is committed to your specific piece, changes and cancellations may not be possible once the design is approved — we'll tell you exactly where your order stands and what has already been committed.

Taxes, duties & fees: import taxes, customs duties, and customs clearance fees are the buyer's responsibility and vary by country. We declare the full value of the piece on all shipping documents. If you're unsure about your country's import thresholds, message us before ordering.

Payment processing fees: payment providers charge us a fee on every transaction (typically 3–4%). Those fees are non-refundable to us, so they are not refunded when an order is returned or refunded.

Dispatch: ready-made items ship within 1–2 business days. Custom pieces ship after final QC photos and your approval. Orders over $500 ship free by FedEx or DHL Express; typical delivery is 5–10 business days after dispatch, depending on region (full table on our Shipping & Returns page).

Tracking, insurance & signature: your tracking number is sent as soon as the parcel is collected. Every shipment is insured for the full declared value, and delivery requires a signature.

Risk of loss: the risk of loss passes to you when the courier delivers the package and it is signed for at your address. Up to that point the shipment is our responsibility: if it is lost or damaged in transit, we file the insurance claim and remake or replace the piece at no extra cost to you. After a signed delivery, the piece is in your hands — please inspect it and report anything wrong within 48 hours (see Returns below).

Delays: customs clearance, carrier backlogs, weather, and public holidays can add time. We can't promise a specific delivery date, but we will chase the carrier on your behalf and keep you updated.

Ready-made / in-stock items: you have 7 calendar days from the delivery date to start a return. The piece must be unworn, undamaged, and in its original packaging. Return shipping is at your expense. Once we receive and inspect the piece, we refund the full amount to your original payment method, minus non-refundable payment processing fees (typically 3–4%). Refunds are processed within 5 business days of receiving the returned item.

Custom-made pieces: custom orders are made specifically for you and cannot be resold, so we cannot accept standard returns on custom work. What we do commit to: your finished piece will match the 3D design you approved. If it doesn't, we remake it at our cost. Our process — design review, production updates, final photo confirmation — exists so you know what you're getting before it ships.

Defective or damaged items: if a piece arrives with a manufacturing defect or shipping damage, contact us within 48 hours of delivery with photos. We'll arrange a free return and repair or replace it at our cost, including all shipping.

How to start a return: message us on WhatsApp or email [email protected]. We'll send a return authorization and the return address. Please don't ship anything back before contacting us — items returned without authorization may not be eligible for a refund.

The complete wording of our returns, warranty, and aftercare terms lives on the Shipping & Returns page, which forms part of these Terms. Where this summary and that page differ, that page governs.

Our content: every photo, product image, video, piece of copy, 3D render, and page design on this site belongs to NOVAE ATELIER, along with our name and logo. Please don't copy, republish, scrape, or use them commercially without our written permission.

Your custom design: we create CAD files, drawings, and molds for your order. Those files and that design stay with the atelier; what you own is the finished physical piece. You may not hand our design files to another workshop, or sell or publish them as your own design work.

Finished-piece photos: we may photograph completed pieces for our portfolio and social channels. If you'd rather we didn't, tell us when you approve the design and we won't.

Your submissions: if you send us artwork, photos, handwriting, or a logo for a custom piece, you confirm you have the right to use it. We won't reproduce anything you don't have permission to use.

Independence: NOVAE ATELIER is an independent atelier. We are not affiliated with, endorsed by, sponsored by, or licensed by any watch house, fashion brand, or jewelry brand, and we do not make or sell branded goods.

Our cap: if something goes wrong with an order, our total responsibility for that order is limited to the amount you paid for the piece that is in dispute, including the shipping you paid. This covers remakes, refunds, repairs, and replacement.

What we're not responsible for: indirect or consequential losses — for example lost profit, missed deadlines or events, or the cost of buying a replacement somewhere else — and damage that happens after a signed delivery through accident, impact, or misuse. Our aftercare also doesn't cover loss of the entire piece, damage caused by work performed by another jeweler, or ordinary wear such as thinning of a plated finish over the years.

What this clause does not do: it does not limit any right you have under consumer law, and it does not limit our responsibility where the law doesn't allow it to be limited — including fraud, gross negligence, or personal injury caused by our fault. Nothing here asks you to give up a claim you're legally entitled to bring.

Talk to us first: if you have a problem with an order, contact us at [email protected] or on WhatsApp with your order details. We aim to reply within 5 business days and to reach a resolution with you within 30 days. Nearly everything gets sorted out at this step.

If we can't resolve it together: a dispute that can't be settled informally will be handled under the laws that apply at our place of business, with the courts of that jurisdiction having jurisdiction over it. Using our checkout or site doesn't create any obligation on us to litigate in your local courts.

Your payment rights are untouched: nothing in this section stops you from using PayPal's buyer protection process or your card issuer's dispute process, where those apply to your payment.

Changes: we may update these Terms as our process and our obligations change. The current version is always on this page with a new "Last updated" date at the top. Material changes apply to orders placed after they're posted — the version in effect when you ordered is the version that governs your order. Continuing to use the site after an update means you accept the updated Terms.

The whole agreement: these Terms, our Shipping & Returns page, and our Privacy Policy together make up the agreement between you and NOVAE ATELIER for your order.

Contact:
Email: [email protected]
WhatsApp: +86 195 2998 8201
Our workshop runs on Guangzhou time (GMT+8), and we answer messages Monday to Saturday.