Custom Orders

Terms & Important Information

Custom Order FAQ & Terms

Thank you for considering a custom piece from Artisan & Lær. Please read this page thoroughly before placing your order to ensure a smooth and transparent process.

Custom Orders – What You Need to Know

How do I secure a custom order? To book a place on the Custom Order Calendar, you can either purchase an Online Custom Order Spot via the SHOP NOW tab under the Customs section. Spaces are limited each month and offered on a first-come, first-served basis.

or

By paying a deposit. Full payment is required for orders under $300, and a 50 percent non refundable deposit is required for orders of $300 and over. Payment secures your place in my workflow and Custom Order Calendar.

Can I get a price before ordering? Absolutely. However, due to the unique nature of each item, I cannot provide general or rough “off the top of my head” estimates. Pricing depends entirely on your design specifications and a formal quote is required.

What details should I provide for a quote?

• The item type and required size/dimensions

• Desired inclusions (names, dates, graphics, etc.)

• Style references or inspiration images (please note I do not copy other artists' work)

• Whether you'd like the piece plain or fully tooled

• Preferred artwork style: hand-carved, stamped, laser engraved, or mixed

• Colour preferences: painted, dyed, or natural

• For belts: What side do you wear your buckle on? (Left or Right)

Providing this information upfront helps streamline the quoting process.

Pricing & Deposits

Do prices change? Material and supply costs are subject to change based on supplier rates. I reserve the right to change prices without notice; however, I will endeavour to inform clients of any major pricing changes if they affect specific orders that have already been placed.

How does the deposit work?

• Orders under $300 require full payment upfront.

• Orders of $300 and over require a 50 percent non refundable deposit, with the remaining balance due before work commences.

• A deposit secures your place in the Custom Order Calendar but does not mean work begins immediately, unless approved dates are noted on your quote.

• All personalised orders, including names, logos, dates or awards, must be paid in accordance with the above structure before work commences.

• Payment plans may be offered at my discretion but are not guaranteed.

Timeframes & Scheduling

What is the typical lead time? Custom orders can carry a lead time of up to 6 months depending on:

• When your deposit is paid

• Your requested delivery date

• My current production schedule

Is my deposit refundable?
No. Deposits and full payments are non refundable, as they secure your place in my workflow and cover materials and time allocated to your order.

Need it by a certain date? Please advise at the time of booking. Where possible, I will prioritise based on required delivery dates.

Budgeting & Design Flexibility

Can you work to my budget? Yes—but you must advise your budget up front. Preparing some quotes can take hours, so early transparency helps reduce back-and-forth and everybody’s valuable time being wasted.

Custom Order Approval Policy

Every custom piece is handcrafted to the specifications provided and approved by the client through a structured approval process.

You will receive, where applicable:

• A formal quote

• A deposit invoice or full payment invoice (depending on order value)

• A design draft prior to work commencing

• A final invoice, issued approximately two weeks before work is due to commence, which must be paid in full before any work begins

These documents together form your final Work Order and clearly outline all approved design specifications.

Any changes made during the approval process will be updated and reflected on your quote and will require re-approval before proceeding.

While every effort is made to ensure all details are accurate, I am only human and occasional errors can occur. For this reason, it is essential that you carefully review all details at each approval stage, including spelling, measurements, colours, layout and all custom elements.

Once payment is made, all details listed are considered approved, correct and final. No changes can be made once work has commenced or an order is completed.

Proofing & Approval Responsibility

While every effort is made to ensure all details are accurate, I am only human and occasional errors can occur. For this reason, it is the client’s responsibility to carefully review and proof all documentation and design drafts provided for approval.

Each custom order proceeds through multiple approval stages, including the quote, invoices and design draft. These documents together form the final Work Order. Any changes or corrections identified during this process will be updated on the quote and will require re-approval before proceeding.

It is essential that all spelling, names, measurements, colours, layout and design details are thoroughly reviewed at each stage. Once payment is made, all details listed are considered approved, correct and final.

If an error or omission was present in an approved document or design draft and was not identified prior to approval, no refunds, remakes, discounts or compensation will be offered once work has commenced or after the order has been completed.

Should a client wish to have a replacement item made despite an error that was approved, this will be treated as a new order. The full price will be payable for the replacement, and the order will be placed back into the production queue. Replacement orders will not be prioritised or moved ahead of existing orders.

Once work has commenced or an order has been completed, no further changes or corrections can be made.

Delays & Refunds

What if there’s a delay? I will contact you directly. In rare cases, a partial refund may be offered at my discretion (less material and time costs). Refunds are not always guaranteed.

Final Approval & Payment

Final approval is provided through your formal quote, invoices and design draft, which together form your final Work Order.

For orders requiring a balance payment, a final invoice will be issued approximately two weeks prior to work commencing and must be paid in full before any work begins, unless otherwise agreed in writing.

Payment confirms that all details are approved, correct and final.

Short-term payment plans or extensions may be offered at my discretion but are not guaranteed and must be arranged in advance.

Non-Payment Policy

All invoices are due on receipt and must be paid immediately unless otherwise agreed in writing.

Payment is required in accordance with the custom order payment structure to secure and progress an order.

If a required payment, including full payment, deposit or balance invoice, is not received and no communication is made, the order will not proceed. Any payments already made will be forfeited and the booking will be cancelled.

If payment remains outstanding and no communication is received within 30 days of written notice, the order will be cancelled and the goods may be offered for sale or repurposed for other orders at my discretion.

No work will commence and no materials will be ordered until the required payment has been received in full.

All goods remain the property of Artisan and Lær until paid for in full.

Payment confirms approval of all details and acceptance of the Work Order and Terms and Conditions.

Receiving Your Order

What if something is wrong when I receive it?
You must contact me within 5 days of receiving your order if you believe there is a fault or issue. Concerns raised after this period will not be accepted.

All items must be unworn, unused and returned in original condition, including original packaging and product tags, where a return has been approved.

Horse and rider tack must remain unsoiled, undamaged and unused, and be returned in original condition with all packaging and tags intact, where a return has been approved.

Important clarification regarding custom orders

Custom orders are made strictly in accordance with the approved Work Order. Each order goes through multiple approval stages, providing ample opportunity to review and correct any spelling, dates, design, layout or specification details prior to completion.

If, upon receiving your custom item, you identify an error that was present in the approved Work Order or design drafts and was not raised or corrected during the approval process, it is not considered a fault.

In these circumstances, no refunds, remakes, discounts or compensation will be offered once work has commenced or after the order has been completed, as the order details and designs were approved prior to completion.

Exceptions:

• Earrings and candles cannot be returned unless faulty

• Sale items are not eligible for refunds unless faulty

Important: Please ensure you try on or inspect your order promptly upon receipt. Issues reported outside the stated timeframe, or issues relating to approved design details, cannot be accepted.

Payment Plans

Payment plans may be available by request for both deposits and balances at my discretion. No work will begin, and no goods will ship until full payment is received.

Shipping & Postage

Postage is calculated using current Australia Post rates and is based on weight and size.

Optional add-ons include:

• Express Delivery

Mandatory add-ons include:

• Signature on Delivery

• Insurance (highly recommended for orders over $100)

Insurance will be added during the quoting process and will be included in your invoices.

Agreement of Terms & order specifications

By making any payment, whether a deposit or full payment, you confirm that you have read, understood and agree to all Terms and Conditions outlined by Artisan and Lær. Payment also confirms approval of all order details and custom design specifications. These terms apply to all custom and standard orders.

Please note:

• Custom orders under $300 require full payment upfront.
• Custom orders $300 and over require a 50 percent non refundable deposit, with the remaining balance due before work commences.
• A deposit or full payment secures your place in my workflow but does not mean work begins immediately, unless approved dates are noted on your quote.
• All personalised custom orders, including names, logos, dates, awards, sponsorships or prizes, must be paid in accordance with the above structure before work will commence.
• Short-term payment plans may be offered at my discretion but are not guaranteed and must be arranged in advance.

Non-Refundable Payments

All deposits and full payments are non refundable. This covers time allocated to your order and any materials ordered or preparation undertaken.

Proofing and Approval Responsibility

While every effort is made to ensure accuracy, I am only human and occasional errors can occur. Each custom order proceeds through multiple approval stages, including the quote, invoices and design draft. These documents together form the final Work Order.

It is the client’s responsibility to carefully review and proof all spelling, dates, measurements, layout and design details at each stage. Any changes identified will be updated on the quote and require re-approval before proceeding.

Once payment is made, all details listed are considered approved, correct and final. If an error was present in an approved document or design draft and not identified prior to approval, no refunds, remakes, discounts or compensation will be offered once work has commenced or after the order has been completed.

Thank you for taking the time to read this. If you have questions or are ready to start a custom order, feel free to get in touch!

I look forward to working with you!

Thanks
Kylie