At Hope Design Ltd., custom creations are thoughtfully designed to celebrate the stories, memories, and meaningful details that make each piece unique.
Because custom, personalized, and commissioned items are created specifically for you, different production, cancellation, and return terms apply. Please review the information below before placing your order.
What Qualifies as Custom or Personalized?
An item is considered custom, personalized, or commissioned when it is created, altered, engraved, or designed specifically according to an individual customer's request, personal information, supplied materials, or approved design specifications.
This includes, but is not limited to:
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Custom Commissions One-of-a-kind or specially commissioned jewelry, ornaments, home goods, men's accessories, gifts, or keepsakes designed in collaboration with a customer. |
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Legacy Collection Pieces Jewelry and other keepsakes incorporating customer-provided military buttons, insignia, medals, heirlooms, or personally meaningful materials. |
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Laser-Engraved Products & Personalized Merchandise Items created or modified with customer-selected names, initials, dates, messages, military affiliations, or other individual personalization. |
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Custom Brooches Brooches designed, assembled, or modified specifically for a customer, including pieces incorporating individually selected components, insignia, or personal keepsakes. |
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Other Customized Products Any merchandise specially modified or produced beyond its standard advertised design at the customer's request. |
These terms apply regardless of the product category.
Standard Made-to-Order Merchandise
Some Hope Design Ltd. products are handcrafted after an order is placed rather than held in finished inventory.
An item is not considered custom or personalized solely because it is made after purchase.
Standard made-to-order merchandise consists of established designs offered through our regular collections and produced according to their advertised specifications, without customer-specific engraving, personalization, commissioned design changes, or customer-provided materials.
Standard available variations, such as a regularly offered finish or size, do not automatically make an item custom.
Examples include a standard necklace, pair of earrings, ornament, bracelet, or accessory handcrafted after purchase using an established Hope Design Ltd. design.
Standard made-to-order merchandise remains eligible for return when it meets our Returns, Refunds & Exchanges Policy and is not otherwise designated Final Sale.
Final-Sale Terms
Custom, personalized, and commissioned products are final sale and are not eligible for standard returns or exchanges.
Because these items are created or modified specifically for an individual customer, changes in preference or errors in customer-submitted personalization details do not qualify for standard returns.
Once payment for a custom or commissioned order has been completed, cancellation is not available under our standard custom-order terms.
Design modifications requested after payment are not guaranteed and may involve additional charges or production time.
Final-sale terms do not exclude remedies for qualifying defects or errors attributable to Hope Design Ltd.
Customer Approval & Personalization Details
Customers are responsible for carefully reviewing information submitted with their orders, including spelling, names, dates, initials, engraving text, and requested design details.
For commissioned projects requiring design approval, customers should review and approve the proposed specifications before production begins.
Hope Design Ltd. is responsible for producing merchandise according to the accepted order details and approved specifications.
Custom Production Timeline
Custom, personalized, and commissioned products generally require 2–8 weeks for production, depending on complexity, materials, and studio availability.
This is an estimated range, not a guaranteed completion date.
A more accurate production timeline will be provided after the initial custom design consultation, once our studio has reviewed the specific project requirements.
Shipping time is additional.
Customer-Provided Materials
We welcome opportunities to incorporate meaningful military buttons, insignia, medals, heirlooms, and other keepsakes into commissioned products.
Please do not send personal materials until our studio has reviewed your project and provided shipping instructions. We recommend using a trackable shipping service and retaining photographs of your items before shipment.
If a material is unsuitable for the requested design, we will discuss available alternatives before proceeding. Any changes to the approved design, cost, or production timeline will be communicated for your review.
Materials & Craftsmanship
Custom, personalized, and commissioned products follow the same 30-day materials and craftsmanship reporting period as our standard merchandise.
There is no separate or extended custom-product warranty.
If a potential defect is identified, contact our studio within 30 calendar days of delivery. We will evaluate the concern and coordinate any necessary return or appropriate resolution.
Questions? We're Here to Help
We understand that every custom project is a little different. If you have questions about your order, materials, or design details, our studio would be happy to assist.
Email: studio@hopedesignltd.com
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