Frequently Asked Questions

Everything you need to know before your first consultation. If your question isn't answered here, get in touch – we're always happy to chat.

Getting Started

How do I get started?

Book a free design consultation – either in person at our Pretoria East studio or virtually via video call. There is no commitment or fee to meet with us. We will talk through your ideas, look at stones, and give you a clear quote before any work begins.

Book a free consultation →

Is the first consultation free?

Yes, completely free and with no obligation. The consultation is simply a conversation – about what you love, what you'd like to create, and what's possible within your budget. You will not be pressured to commit to anything.

Do I need an appointment?

Yes – we work by appointment only. This ensures that when you arrive, our full attention is on you and your piece. Book via our contact page or simply send us a WhatsApp message.

Do you offer virtual consultations?

Absolutely. We consult with clients across South Africa and internationally via video call. Everything – from exploring design ideas to reviewing CAD renders and approving the final design – can be done remotely.

What if I have no idea what I want?

Most clients come to us with just a feeling or a few Pinterest photos. That is perfectly fine. A large part of what we do is helping you discover and articulate what you love. You do not need any design experience – just come with an open mind.

Design Process & Timeline

How long does a custom piece take?

Both new custom Rings and redesigns typically take 4 to 6 weeks from the time the deposit is paid. We recommend starting the process at least 8 weeks before your deadline to allow time for design revisions without any pressure.

Will I see the Ring before you start making it?

Yes – always. Before a single gram of metal is cast, you will receive detailed photorealistic CAD renders showing exactly what your Ring will look like from every angle. We do not proceed to production until you are completely happy with the design.

How many design revisions am I allowed?

Your quote includes 2 complimentary design revisions during the CAD stage. Should you require further changes beyond that, these will be quoted and charged depending on the nature of the revision. This is why we encourage you to take your time during the initial consultation – the more detail you share upfront, the smoother the design process.

Can I make changes after the Ring is already being made?

Once production has begun, changes are unfortunately not possible – which is exactly why we take the approval stage so seriously. We will not start crafting until you have confirmed that everything is exactly as you'd like it.

What if I'm not happy with the finished piece?

Because every piece is made to an approved design, the finished Ring should match the CAD renders precisely. In the rare event that something is not crafted according to the approved specification, we will rectify it at no cost. Your satisfaction is the point of everything we do.

Materials & Stones

What metals do you work with?

We work with 9ct, 14ct and 18ct Yellow Gold, Rose Gold and White Gold, 925 Sterling Silver, and Platinum. We'll recommend the best metal for your design, lifestyle and budget during your consultation.

What type of diamonds and stones do you use?

We work with natural diamonds (GIA certified), lab-grown diamonds (IGI certified), moissanite, and a range of coloured gemstones including sapphires, rubies and emeralds. All stones are ethically sourced and hand-selected for quality.

What is the difference between natural, lab-grown and moissanite?

Great question – we wrote a full guide on exactly this. Read our honest comparison here →

Can I bring in my own stone?

Yes. If you have a family diamond, a stone you have already purchased, or a stone from an old piece of jewellery, we can assess it and design a new setting specifically around it. We treat every existing stone with care and respect.

Can you source a specific stone for me?

Yes. We work with a network of trusted suppliers and can source natural diamonds, lab-grown diamonds, moissanite and coloured gemstones. If you have a specific stone in mind – a particular shape, carat weight or colour – let us know and we will find the best option for your budget.

Pricing & Payment

How much does a custom piece cost?

Custom engagement Rings start from R15,000 (lab diamond) or R18,000+ (natural diamond). Wedding Bands from R5,500. Jewellery redesigns from R4,500. The final price depends on your chosen metal, stone and design complexity – we always provide a detailed quote before any commitment.

Is a deposit required?

Yes. Once you approve the design and are ready to proceed, a deposit is required to confirm your order and source your materials. The balance is due on collection. The deposit amount will be outlined clearly in your quote.

Do you offer payment plans?

Yes – we understand that a meaningful piece of jewellery is an investment, and we want to make it as accessible as possible. We offer a 4-month or 6-month interest-free payment plan, allowing you to spread the cost comfortably over time.

Your Ring is crafted with the same love and attention regardless of how you choose to pay – and once your final payment is made, it's yours to collect. All the excitement of the reveal, none of the financial pressure. Just ask us about the plan that works best for you during your consultation.

Ring Sizing

How do I find my ring size?

The most accurate way is to have your finger measured at a jeweller. If you can't do this, you can also measure the inside diameter of a Ring that fits well on the same finger. During your consultation, we can measure your finger in person or guide you through measuring at home.

What if my Ring doesn't fit after it's made?

We take your Ring size carefully during the design process to minimise this risk. However, fingers can change – due to temperature, time of day, or life changes. We offer a complimentary first sizing on all Rings made by us. If a resize is needed after that, please get in touch and we will advise the best course of action.

After Your Purchase

What is a valuation certificate and do I need one?

A valuation certificate is an official document confirming the value of your piece for insurance purposes. We include a formal valuation certificate with every custom Ring and redesign we create – at no extra charge. You should give this to your insurance provider to have your piece properly covered.

What is the annual cleaning and inspection?

Every custom piece from Tailored by Heart comes with complimentary annual cleaning and inspection. We recommend bringing your Ring in once a year so we can check the setting, stone security and overall condition – and give it a professional polish. This keeps your Ring looking as beautiful as the day it was made.

How do I care for my jewellery?

Every piece leaves our studio with a care guide. In general: remove your Ring when swimming, applying creams or cleaning. Store it in the provided box when not wearing it. Avoid harsh chemicals. Bring it to us annually for a professional clean and check. With proper care, your piece will last a lifetime – and beyond.

Do you do repairs?

Yes. We can assess and carry out repairs on pieces we have made. For jewellery made elsewhere, please bring it in and we will advise on what is possible.

Do you ship nationally?

Yes. We ship securely to clients across South Africa. All high-value pieces are sent via insured courier. Collection in person at our Pretoria East studio is also welcome and often preferred.

How much does delivery cost?

Delivery is R150 nationwide via courier. Estimated delivery times are 2–3 working days for Pretoria and 3–5 working days for all other areas.

Heirloom & Redesign

Can you redesign any type of jewellery, not just Rings?

Yes. We redesign Rings, pendants, earrings, bracelets and more. If you have a piece of jewellery – whatever type – that you'd like to transform, bring it in and we'll explore what's possible.

What happens to my old gold and stones during a redesign?

Your existing metal can often be melted down and used in the new design, reducing the overall cost. Existing stones are assessed for quality – if they are in good condition, we reuse them. We are always transparent about what can be retained and what may need to be replaced, and why.

Can I just send photos to start the redesign conversation?

Absolutely. Send us photos via WhatsApp or email and we can give you initial thoughts before you even come in. It's a great way to start exploring possibilities without any commitment.