FAQ

Bespoke process

How does the bespoke commission process work? Fill in the application form and we will reach out if your piece is selected for creation. From there you work directly with the founder through a design phase, refining every detail before a single part is ordered.

How long does a bespoke piece take to build? The design phase alone typically takes 4 to 6 weeks. This is where the watch is shaped, approved and finalised before production begins.

Is there a minimum order for bespoke, or can I order just one? No minimum. Every bespoke piece is built to order, whether it is one watch or several.

Can I see progress photos or updates while my watch is being built? Yes. You receive progress photos and updates the entire way through, from first parts to final assembly.

What if I don't like the design once it is finished? Can I request changes mid build? Every build is approved by you before production starts: real part photos, digital mockups, the full picture. Once approved, the design is locked and changes cannot be made mid build. That is what the design phase is for.

Do you offer consultations before I commit? Yes, this is part of the application process. Once selected, you spend one on one time with the founder shaping the design before anything is built.

Product and materials

What movement do you use, and why? Movements vary by piece. We source the highest quality option to suit what each client is building.

Are the stones real diamonds, moissanite, or something else? We work with moissanite, lab grown and natural stones, depending on what you choose. Moissanite is a diamond alternative that shares a diamond's brilliance and durability at a more accessible price. Lab grown diamonds are chemically identical to natural diamonds, grown in a controlled environment rather than mined. Natural diamonds are mined from the earth and prized for rarity and provenance. All three are set with the same level of care and precision.

Where are parts sourced, and where is the watch built? Parts are sourced worldwide from trusted manufacturers who supply the exact quality we require. Every watch is assembled, inspected and packed by hand in Adelaide.

What is the difference between a limited run and a bespoke commission? Bespoke pieces are designed by you. Limited runs, when we release them, are designed by us in small numbered batches.

Can I customise a ready made piece? No. Ready made pieces are fixed designs. For anything customised, a bespoke commission is the way to go.

Warranty and care

What does the warranty cover? Under normal use, from the day of purchase: the movement for one year, gold plating for two years, and lab grown and natural stones for three years.

How do I get my watch serviced, and how often should I? We recommend a service every 3 to 5 years to keep the movement running at its best. If something feels off before then, timekeeping, winding, anything, reach out through any channel and we will take a look.

What happens if a stone comes loose or the case gets damaged? Every stone is hand set to precision and will not come loose under normal wear. Damage from impact or misuse is not covered under warranty.

How do I clean and care for the bracelet and stones? Wipe down with a soft, dry cloth after wear to keep the bracelet free of dust and oils. For the stones, a soft brush, a clean soft toothbrush works, with a little lukewarm water and mild soap will keep them bright. Avoid harsh chemicals, ultrasonic cleaners, and submerging the watch unless it is rated for it.

Pricing and payment

Why do bespoke pieces cost more than ready made? Because you design it. Limitations barely exist. You spend direct one on one time with the founder from the first sketch through to the moment it is in your hands.

Do you require a deposit for bespoke orders? Yes. Half upfront, with the balance due on handover or delivery.

Is there a payment plan option? Not for bespoke pieces at this time.

Shipping and delivery

Where do you ship, and how long does delivery take? We ship Australia wide. Orders are express shipped within 24 hours, with an estimated delivery of 3 to 5 business days.

Is shipping insured? Yes, every order is insured.

Do you offer local pickup or delivery in Adelaide? Yes. Hand delivery is available in Adelaide.

Authenticity and trust

Is every watch numbered or one of one? Only watches specifically designated as limited are limited. True one of ones are labelled 1 of 1.

Do I get a certificate of authenticity? Yes. Every bespoke piece comes with one.

Refunds and returns

Commissions Every commission is made specifically for you. Once production begins, deposits and custom pieces are not refundable. This is confirmed with you in advance, before any work starts.

Piece unique and collection watches Eligible for a refund within 30 days of purchase, provided all protective stickering remains intact.