Choose the right custom path before you open the builder.
The custom experience works best when shoppers know whether they should start with a preset base, launch the customizer, or contact concierge first. This page turns custom into a guided buying path instead of a vague invitation.
Use custom for gifts, fit, or design-specific requests
If you already know the exact piece you want, the regular storefront is faster. Use custom when the brief, fit, or materials choices genuinely change the outcome.
Show the base, the material choice, and the handoff before asking shoppers to build.
These image slots keep the custom journey concrete while the 3D builder stays focused on active configuration.
01Choices
Self-serve
Start in the customizer when your brief is clear
Use self-serve customization if you are comfortable beginning from a preset-ready base and mainly need to compare materials, finishes, and silhouette direction.
Best for confident shoppers refining a direction
Useful when a preset base is already close to the target
Ideal for quick iteration before sharing with concierge
Start with concierge if sizing is unusual, the timeline is important, the piece is a gift, or the request may need feasibility review before you build.
Best for milestone gifts, color matching, and fit-sensitive orders
Helpful when you need a pricing or timing conversation first
Custom should not feel like a black box. The page should communicate that pricing depends on the base, material, and complexity, and that concierge can scope edge cases.
Timing
Lead times should be framed as planning windows
Use planning language such as review, confirmation, production, and delivery windows unless there is an approved public promise for exact turnaround times.
Revisions
Shoppers need to know what can change
Explain that the process is designed for material and silhouette refinement, while more complex requests may require concierge review before the design is finalized.
03Custom questions
Custom questions
01What can I usually customize first?+
Start with base style, material direction, and the overall look you want to save or share. Concierge can then help confirm fit, feasibility, and next steps.
02When should I avoid self-serve and contact concierge immediately?+
Do that for deadline-sensitive gifting, unusual sizing, or any request where a small change could affect feasibility, timing, or cost.
03Does custom replace the support hub?+
No. Support handles sizing, care, and policy questions. Custom explains how to build or brief a piece. The two pages should work together.
Enter the studio with context
Use the customizer to experiment visually, then bring concierge in when the decision involves fit, timing, gifting, or production complexity.
A strong starting point for necklace styling. Best when you want to adjust metal direction and stack balance without inventing the silhouette from zero.
Pick a preset base or open the customizer with a clear silhouette in mind so the first decisions are productive instead of open-ended.
2
Refine the visual direction
Use the customizer to compare materials, save a look, and narrow the brief before asking for confirmation on timing, fit, or feasibility.
3
Confirm with concierge when needed
Escalate to concierge for questions that affect risk: unusual sizing, gifting dates, special requests, or a design that may need production review.
Preview before you decide
The preview experience should help shoppers understand what they are changing, what they have saved, and what still needs human review before a final commitment.
Compare the current look before contacting concierge.
Use saved looks as reference points for feedback and revision.
Share a stable direction instead of describing the design from scratch.
Concierge is part of the custom funnel
Use concierge to scope the right custom path, confirm whether a request belongs in self-serve or in assisted design, and reduce uncertainty before production decisions are made.
