FAQs
Everything you need to know about Customodish's projection jewelry, services, orders, shipping, promotions, etc.
Orders & Personalization
Does your projection jewelry really work?
Yes! We use micro-engraving technology to place your photo inside a tiny projection stone. You can see your custom image by holding it up to your eye, shining a light through it, or viewing it with your phone camera.
Can I change my order?
If you need to make changes (photo, engraving, or chain length), please email us within 6 hours of placing your order. After this, production begins and we can’t guarantee updates.
I never got a confirmation email or receipt.
Please check your "Promotions" or "Spam" folder. If it’s not there, you may have entered your email incorrectly at checkout. Contact us and we’ll resend it to you!
What happens to my uploaded photo?
Your photo is used only to create your jewelry, securely stored for 100 days (in case your piece needs to be remade) and is then deleted. We never share or reuse customer photos.
I have a special request.
Please contact us after placing the order. We are more than happy to help!
How can I view the hidden photo inside my projection jewelry?
There are three simple ways to reveal the special memory hidden inside your Customodish projection jewelry.
- Project it onto a wall: Turn on your smartphone's flashlight in a dark room. Point the flashlight directly through the flat back of the pendant's stone.
- Look closely with your eye: Simply hold the central stone up close to your eye and look directly inside to see your photo.
- View it on your phone screen: Hold the front (the convex side) of the pendant right up to your camera lens to see it on your phone screen.
Why is my photo projection upside down?
This is completely normal and a natural feature of the micro-lens technology we use! Because the stone is curved to magnify your photo, the light naturally flips the image as it passes through. Your piece has been carefully quality-checked and assembled perfectly.
Photo Tips
How do I choose the best photo for my projection jewelry?
✔ Clear, high-resolution photos with good lighting work best.
✔ Close-up portraits produce the most recognizable projection.
✘ Blurry, dark images may not project clearly.
✘ Group photos with too many faces.
Can I upload any photo?
Yes! You can use any photo of people, couples, families, or pets.
What if I’m not sure about my photo quality?
Don't worry. Every photo is personally inspected by our founder before production. If your photo is too blurry or dark to look great in the jewelry, we will email you to request a new one before we start making it.
You can also email us your photos and we are more than happy to help you choose the best one.
Are there specific dimensions for the photo (square, 4:5, etc.)?
Any dimension works! However, since the projection stone is circular, square (1:1) images tend to look best. Our photo upload tool will automatically crop your image into a circle for a perfect fit.
Shipping & Tracking
What are the shipping options and rates?
We offer free standard shipping on all orders worldwide. Express shipping is available. Check out our Shipping&Delivery for details.
How long will it take to receive my order?
As a boutique studio, each piece is made to order. Our average delivery time is 8–13 business days with free standard shipping.
Will I be able to track my order?
Yes, once your order has been dispatched you will be notified via email with tracking information.
Do you ship internationally?
Yes, we ship worldwide.
Can I upgrade my shipping speed?
Yes! You can upgrade to express at an additional cost, as long as your order has not yet shipped. Just reach out to our support team.
Can I change my shipping address after placing an order?
We can update your address only if the order has not yet shipped. Contact us as soon as possible if you need a change.
What if my order is delayed?
Contact us if tracking has not updated for 7 days. We'll look into it and work to resolve the issue.
Tracking says delivered, but I haven't received my package.
Please first check with neighbors, family members, or your building manager. If it’s still missing, just reach out to us—we’ll happily send a one-time free replacement if it's confirmed lost.
To ensure we can assist, please report any lost package claims within 30 days of the ship date.
Returns & Cancellation
Can I return or exchange a custom item?
Because each of our products is personalized, we cannot accept returns, refunds, or exchanges for custom orders.
For defective items, we offer free replacements. Simply contact us with a photo or video showing the issue, and we’ll take care of it.
Can I cancel my order?
For custom orders please reach out to us within 12 hours if you want to cancel your order. After 12 hours unfortunately, it cannot be changed or cancelled.
Warranty
What does your warranty cover?
- Gems falling out or bracelets unraveling: covered for 90 days.
- Chain breaking, scratches, lost charms, clasp or locket issues, or engraving problems: covered for 30 days.
- Wrong photo printed or missing photo: covered anytime.
To file a warranty claim, contact us with a clear photo or video showing the issue.