Made to order: what happens between ordering and delivery
From your design to your door, with the timings.
A made-to-order Ilene Joy piece is typically ready in 2 to 4 weeks. You design it online and see it on a model. After you order we confirm every detail with you, the piece is made and set at our Los Angeles bench, hand-finished, reviewed, then shipped fully insured with tracking.
Before you order: see it on
You do not have to guess. In Design your own you choose a chain, add charms and place them. You can switch to an on-model view to see the piece worn. The total updates with every change.
Your design is kept in the page's link. You can save it, share it with someone whose opinion you trust, or come back to it later.
If you want a person to talk it through with you, the atelier offers private appointments in Los Angeles and Zoom consultations worldwide. In the builder you can also leave a note for the goldsmith, about engraving or where a charm should sit, or request a callback.
What happens after you order
Our paperclip chain page lays out the weeks in four stages. This is how we describe it.
| When | What happens |
|---|---|
| Today | You create your design and place the order |
| Week 1 | The piece is made and the stones are set |
| Weeks 2 to 3 | The piece is hand-finished and polished |
| Week 4 | It is yours |
Two to four weeks is the usual range for a made-to-order piece.
Step 1: We confirm every detail
After you order, we confirm every detail of your design with you. That includes the chain, length, karat, gold color and where each charm sits. This is the moment to say if anything needs to change.
Step 2: The piece is made and set
Each piece is made at our Los Angeles bench by our master jeweler and a small team of skilled artisans. Charms are set with diamonds and gemstones. For collection pieces, the diamonds are E to F color and VS clarity.
Step 3: It is finished by hand
The gold is polished and finished by hand. Our shipping page says every jewel is reviewed before it leaves the atelier, to make sure it reflects the design, quality and finish we intend.
Step 4: It ships, fully insured
Shipping within the US is complimentary and fully insured. You receive tracking by email once the order has shipped. A signature may be required on delivery, so choose an address where someone can accept it.
Overnight delivery is available at checkout. In Los Angeles and surrounding areas, white-glove delivery can be arranged by writing to atelier@ilenejoy.com.
What is fixed at the time you order
Our product pages say that prices reflect the daily gold rate and are fixed the moment you order. Read more about how the total is built in how much a custom solid gold charm necklace costs.
A custom order may be canceled within 24 hours of being placed. After that, each design is a custom piece made for you and is final sale. This is why we confirm every detail with you first. Terms are on the shipping and returns page.
If you need it by a date
If you are ordering for an occasion, count back from the date. A 4 week production time and a few days of shipping is a safe estimate.
For a date that is closer, write to the atelier as soon as you can. Rush requests can often be accommodated. Availability depends on the piece, materials, stone sourcing and production schedule.
If you need a piece sooner than that, look at the Ready to Ship collection. In-stock pieces typically ship within 2 to 5 business days.
What comes in the box
Our paperclip chain page lists the package: the finished piece, presentation packaging, a care kit with a cloth and a pouch, a signed provenance card, and insured shipping with signature.
Why made to order at all
A piece made after you order has been made for one person. That is why the design can be exactly the chain, the gold and the charms you chose. It is also why we ask you to be sure.
If you have questions before you commit, the atelier answers personally, typically within one business day. Our guide to choosing between a necklace and a bracelet is a good place to begin.
About Ilene Joy
Ilene designed jewelry for the last three seasons of Sex and the City, as WWD reported in February 2019. She relaunched the label that year with her daughter, Rae, and every piece is made to order at our Los Angeles bench. As seen in WWD, National Jeweler, Grazia, Fashion Week Daily and Just Jared: read the coverage. More on who Ilene Joy is.
Questions and answers
Frequently asked questions
How long does a made-to-order necklace take?
Each piece is typically ready in 2 to 4 weeks. In-stock pieces ship within 2 to 5 business days. Shipping within the US is complimentary and fully insured.
What happens after I order a custom gold necklace?
We confirm every detail of your design with you. The piece is then made and set at our Los Angeles bench, hand-finished and reviewed before it ships. You receive tracking by email when it leaves.
Can I see my design before it is made?
Yes. In Design your own you can view the piece on the chain and on a model, and the price updates with every choice. Your design is saved in the link, so you can return to it.
Can I rush a made-to-order piece?
Often, yes. Contact the atelier as soon as you can. Availability depends on the piece, materials, stone sourcing and the production schedule.
Can I cancel or return a custom order?
A custom order may be canceled within 24 hours of being placed. After that, custom pieces are final sale. Eligible in-stock pieces can be returned within 14 days. See shipping and returns.
Where is it made?
In Los Angeles, at our bench. Our craftsmanship page says each piece is made by Ilene's master jeweler and highly skilled artisans, in a private atelier.
