FAQ


What payment cards do you take?

We accept all major credit and debit cards in GBP (for now!). We use Stripe as our payment gateway which is PCI-DSS compliant. We currently do not accept Paypal, however are working on this also...

How and when do I pay?

You do not pay to post a brief. You only pay to accept a makers proposal. To accept a proposal, you need to settle 50% of the project budget. This will then be made available for the maker to purchase materials to make your item. Once you have approved the image of your completed item, you settle the remaining 50% and the maker posts the item. When the item is received and approved, you pay the remainder of the cost to the maker.

How quickly can I expect an item of bespoke jewellery to take to make?

This is entirely dependent on the item requested, and the availability of makers to make your item. As a guide, for a simple item once the design is agreed, it could be delivered within a week and up to 6 weeks for something more complex. Kindly note that makers may charge a premium for a quick turnaround for a bespoke order. We are currently building our database of images to inform future customers of timescales for similar projects from designers listed.

Why do I have to create a profile to post a brief?

We believe commissioning bespoke is about people and relationships, either online or offline. In creating bespoke jewellery items online, we ask for your profile so makers can know a bit about you. This also helps makers pitch for your project as a trusted maker or buyer is more likely to get projects awarded.

I know what maker I would like to commission - can I contact them directly?

Our marketplace works best by sharing briefs with our maker community and receiving proposals. This ensures makers are available for your project when you want it made, however we all have favourites! We encourage you to 'Nudge' preferred makers which highlights your wish to work with that maker and encourage them to apply. When a maker receives a 'Nudge,' they may be able to respond with when they can work on your project if they are interested in your brief. Note, you must post a brief to be able to 'Nudge' a preferred maker.

How long does it take to make an item of bespoke jewellery?

Depending on your design, it can take up to 6 weeks to craft your perfect jewel, or longer depending on your requirements. Each jeweller should indicate the time for completion when you receive their proposal, and you should agree a delivery date in advance of accepting an order to ensure you and your selected jeweller agree on delivery schedule.

How long does the process take to commission a piece of jewellery?

Once you have posted a brief, our makers will receive notification and will reply with a proposal if they are interested or available for your project. Once you receive a number of proposals, you can select your preferred maker, pay the deposit and start the project. The maker will likely require some time to complete the design of your item and to send you some images and discuss your project. You can choose to do this via the email system in within MIMO, via Skype or set up a phone call. Once you have approved the design, the maker will make the item. The maker can advise how long each item will take to make and when you can expect your order. Typically the process takes 2-6 weeks depending on the project.

How do I know my ring size?

The best way for you to do this, is to get it measured in a jewellery store. We can not return rings made to fit specified size, if the wrong size was given at time of order. Any jewellery shop will help measure your finger. If you are commissioning a bespoke gift, try to take one of their existing rings into a jeweller to be measured. In return, you could take your special MIMO commissioned item to that jewellery shop for a service and a polish regularly.

Where do you ship to?

We ship internationally - all shipping and taxes are handled by our makers, so please make your location clear on your profile, or if it is a gift, and going straight there, please include in your brief, so the maker can make adjustments to their proposal to reflect this.

How much does shipping cost?

Shipping will be absorbed by your available budget and the maker is responsible for arranging suitable shipping to your location to fit within your specified budget.

I have an old ring I'd like melted down and remade into a new item - can you help?

Yes! MIMO makers love working with your old items to craft new gorgeous things! Makers can use metal and stones from existing items - jewellery is the ultimate recyclable material. Just take a photo of your existing item and post along with your brief so makers can see what materials they are working with. Note, this is only possible with hallmarked metals, gold, platinum and silver.

Can I return an item if I change my mind?

Whilst we want you to be totally delighted with your selected jeweller and your commissioned item we can only return items if they are faulty or significantly different from your agreed design. We would ask you to contact your jeweller in the first instance to resolve any changes if needed to ensure you are happy with your item.

What if I change my mind?

A bespoke item is make just for you, to your brief. Once a design has been agreed and the deposit paid, the designer may charge a design or alteration fee to update a design. A cancelled order once placed is at the discretion of MIMO. Please contact us to arrange.

What if it doesn't fit?

Your jeweller will let you know if it is possible to adjust size and if there is an additional fee attached. If you are buying a ring, the maker will make the item to fit that specific size - any further size adjustments will require additional fee. It is your responsibility to provide correct size.

What is a Founder Maker?

Our Founder Makers are MIMO's curated collection of selected jewellers who we trust to make beautiful jewels for you. Many have been with us since the start and remain part of our closest advisors in helping to build and support bespoke jewellery online.

My selected maker is not responding - help!

We actively encourage our makers to keep you up to date with the progress of you design. Should you not hear from you selected maker after several attempts, please let us know so we can help resolve.

No one has replied to my brief?

You may have an unrealistic budget and material selection. Please try posting your brief again, and allow the makers to respond with budget ideas. Makers love working with MIMO to create unique bespoke items, and your brief should reflect this to inspire the community.

I want another one!

Currently you will need to post a new project to start a new item, however if you have already made something you want another of, simply message the selected jeweller and 'Nudge' them with the new project.

I really don't like what has been made for me - what can I do?

Buying bespoke online is new for all of us, and whilst we believe in jewellery handmade to order at any budget, we recognise that the process results in an item you have not been able to see before buying. Communication is key to ensuring both maker and buyer are happy with the process. If you don't like your item, tell the maker. In our experience they are keen to ensure you accept the item as a product you love. However, if after the maker has attempted to resolve the item to your requirements, and you are still not happy, we will mediate and offer an alternative maker. Any refund offered is entirely at MIMO's discretion.

Any other questions?

Please contact us and we will be happy to discuss your requirements.