Every piece we make starts with your story. Here are answers to the questions we hear most often — because ordering something this personal should feel effortless.
✏️ How Customization Works
How does the custom jewelry process work?
It’s simpler than you might expect. After you place your order, you’ll receive an email from us with instructions to share your drawing, photo, or handwriting. Our artisans then hand-render your submission into a jewelry-ready design and send you a digital preview for approval — before a single piece of metal is touched. Once you give the green light, we craft your piece and ship it directly to you.
Do I need to know exactly what I want before ordering?
Not at all. Many of our customers come to us with a feeling rather than a finished idea. Place your order, share what you have, and tell us what matters to you — we’ll guide you through the rest. Our design team has turned everything from a child’s crayon drawing to a blurry old photo into something extraordinary.
Can I customize an existing design, or do I need to start from scratch?
Both options are available. You can personalize one of our existing pieces with a name, date, or meaningful symbol — or work with us on something entirely original. When in doubt, reach out to us at dyojewelry@hotmail.com before ordering and we’ll help you decide.
📁 Upload Requirements
What types of files do you accept?
We accept JPG, PNG, PDF, and HEIC files up to 20MB. For the best result:
- Drawings: Photograph or scan on a plain white background. Crayon, marker, pencil — all work beautifully. The higher the contrast, the more detail we can capture.
- Photos: Clear and well-lit images work best. For pet portraits, a photo with the face in focus gives us the most to work with.
- Handwriting: Write on unlined white paper with a dark pen, slightly larger than your natural size. This gives us the cleanest lines to translate into metal.
What if my image isn’t very clear or high-quality?
Send it anyway. Our artisans are experienced at working with imperfect references — old photographs, faded drawings, and worn handwritten notes. We’ll let you know if we need something additional and will always find a way to honor the spirit of your original.
I’m not sure my file will work. Can I check before ordering?
Absolutely. Email your file to dyojewelry@hotmail.com before placing your order and we’ll confirm whether it’s workable — no commitment required.
🎨 Design Preview
Will I see my design before it’s made?
Always. We send every customer a digital design preview before production begins. This is non-negotiable for us — we never make your piece until you’ve seen it and approved it. No surprises.
How long does it take to receive my design preview?
You’ll receive your design preview within 2–3 business days of us receiving your file. If we need any clarification or additional information, we’ll reach out to you first.
What does the design preview look like?
You’ll receive a digital mockup showing your design as it will appear on the finished piece — including the finish (gold, silver, or rose gold), proportions, and any text or personalization details. It’s detailed enough to review every element before approving.
🔄 Revision Process
What if I want to make changes to my design preview?
One round of revisions is included with every order, free of charge. Simply reply to your preview email with your feedback — whether it’s a sizing adjustment, a change to the layout, or a different font — and we’ll update the design and send you a revised preview.
Can I request more than one round of revisions?
Yes. Additional revision rounds can be arranged — just reach out and we’ll discuss what’s possible. We’re here to make sure you love every detail before we begin.
What if I change my mind about the design after approving it?
Once you’ve approved the design and production has begun, we’re unable to make changes to the design itself. This is because your piece is made uniquely for you and cannot be resold. This is why we take the preview process seriously — we want you to feel completely certain before you say yes.
⏱️ Production Time
How long does it take to make my piece?
Here’s a typical timeline from order to dispatch:
- Design preview: 2–3 business days after we receive your file
- Revisions (if requested): 1–2 additional business days
- Production after approval: 5–7 business days
- Total estimated time to dispatch: 10–14 business days
Please note: production time and shipping time are separate. Your estimated delivery date = production days + shipping days.
Do you offer rush production?
In some cases, yes. Contact us at dyojewelry@hotmail.com before placing your order to ask about rush availability. We’ll always be upfront about what’s possible.
📦 Shipping
How long does shipping take?
- Standard US shipping: 5–8 business days after dispatch
- Expedited US shipping: 2–3 business days after dispatch (available at checkout)
- International shipping: 10–20 business days after dispatch, depending on destination
All orders ship with full tracking included. You’ll receive a tracking link as soon as your order leaves our studio.
Do you ship internationally?
Yes — we ship to most countries worldwide. Please be aware that international orders may be subject to local duties and taxes upon arrival. These charges are determined by your country’s customs authority and are the responsibility of the recipient.
Is free shipping available?
Yes. We offer free standard shipping on all US orders over $75.
↩️ Returns & Custom Order Policy
Can I return my custom piece?
Because every custom piece is made uniquely for you — and cannot be resold — custom orders are non-refundable once production has begun. This is why the design approval step exists: it gives you complete control over what we make before we make it.
For non-personalized items, we accept returns within 30 days of delivery on unworn pieces in original condition.
What if I want to cancel my order?
You may cancel your order at any time before you approve the design preview. Once approved and production has started, we’re unable to cancel or refund — but we will always make it right if something goes wrong on our end.
💎 Damaged or Incorrect Items
What if my piece arrives damaged?
We’re sorry — that should never happen. If your piece arrives damaged, please contact us within 48 hours of delivery at dyojewelry@hotmail.com with a photo of the damage. We will remake your piece or issue a full refund, including any return shipping costs. No questions asked.
What if my piece doesn’t match the approved design?
This is equally unacceptable to us. If your finished piece differs from what you approved in the design preview, contact us immediately. We will remake it at no charge, as quickly as possible.
✨ Material Quality
What materials do you use?
We work with high-quality base metals finished in gold tone, silver tone, and rose gold tone. Our pieces are crafted for everyday wear — durable enough to last, refined enough to feel special every time you put them on.
How do I keep my piece looking its best?
A little care goes a long way:
- Remove before showering, swimming, or exercising
- Keep away from perfume, sunscreen, and hairspray — apply these first, then put your jewelry on
- Wipe gently with a soft dry cloth after wearing
- Store in the gift pouch provided to prevent tarnishing
Will the finish tarnish over time?
With proper care, your piece will stay beautiful for a long time. Exposure to moisture, chemicals, and friction will accelerate tarnishing in any plated jewelry. Following the care instructions above will significantly extend the life of your piece.
🎁 Gift Orders
Is this a good gift even if I don’t know the recipient’s size?
Absolutely. Most of our pieces are adjustable or come with extender chains, removing the guesswork entirely. For pieces with fixed sizing, our team will guide you during the design stage to ensure a comfortable fit.
Can I ship the gift directly to the recipient?
Yes — simply enter the recipient’s address at checkout. Every order ships in beautiful gift packaging, so it arrives ready to give. No receipt is included in the package.
Is there a gift message option?
Yes. Leave your gift message in the order notes at checkout and we’ll include a handwritten-style card inside the package.
What if I’m ordering for a special occasion with a firm date?
We recommend ordering at least 3 weeks before your occasion to allow comfortable time for design, production, and delivery. If your date is closer than that, contact us first — we’ll tell you honestly whether we can meet it.
Still have a question we haven’t answered? We’d love to hear from you.
Reach us at dyojewelry@hotmail.com — we reply within 24 hours.