Engagement Policies

The rules of engagement

Our Policies

We appreciate your understanding and cooperation in adhering to our business policies. If you have any questions or need further clarification, please do not hesitate to contact us.

This page was last updated on June 11, 2024. All policies go into effect on July 1, 2024. Any updates or changes will be tracked and communicated via mass email.

Design and Project Scope

Design Consultations

Regardless of if you are a new or repeat customer, to ensure that we meet your expectations and deliver a product that aligns with your vision, we require a comprehensive consultation for every project. The Crystallized by Chloe team will provide a mock (to the best that our photoshop skills can do 😉) of the project for approval. Other topics that must be discussed and expressly agreed to in writing include: 

  • Timeline (in-hand date) 
  • Materials to be used such as rhinestone colors, provided in the design mock up 
  • Pricing, shared in a quote 
  • Any other details or special requests

Following the consultation, we will provide a written summary of the discussed details, including the agreed-upon materials, timeline, and costs. This summary must be reviewed and expressly agreed upon by both parties before the project can commence. This ensures that all parties have a clear understanding of the project parameters.

Scope Revisions

Any changes to the agreed-upon terms after the project has started must be discussed and approved in writing. Additional charges may apply for significant changes and will be communicated to the customer.

The timeline agreed upon during the consultation will be adhered to as closely as possible. However, any delays caused by factors outside our control will be communicated promptly, and a revised timeline will be provided.

Please note: not all changes can be accommodated once work has begun. 

Intellectual Property + Legal Policies

Copyrighted Material (Corporate Logos + Original Artwork)

Applicable to any and all corporate logos or original artwork. Please note we WILL NOT copy any logos or artwork if you are not the original owner/creator and/or have full permission to duplicate as such in any way, shape, or form.

Nondisclosure Agreements

We understand the importance of confidentiality, especially when working on exclusive or high-profile projects. We welcome opportunities to work with brands, celebrities, and other clients on top-secret projects, where confidentiality is paramount. We are open to reviewing NDAs on a case-by-case basis. Each NDA will be carefully considered to ensure it aligns with our business practices and capabilities. All NDAs will be reviewed by our attorney to ensure legal compliance and to safeguard the interests of both parties. Project details will only be discussed after the NDA has been reviewed, approved by our attorney, and expressly agreed to in writing by both parties.

Exclusivity Agreements

 We understand that some clients may require exclusivity for their projects or for brand engagement. We are committed to maintaining the highest level of privacy for all our customers, ensuring that project details and client information are handled with utmost confidentiality. However, we are open to providing exclusivity for customers on a case-by-case basis.

The scope and limits of exclusivity will be discussed and agreed upon prior to the commencement of the project or ongoing engagement.Depending on the category and extent of exclusivity, a monthly retainer fee may be required. This fee compensates for the potential inability to take on projects from other new clients during the exclusivity period. The terms of the monthly retainer, including the fee amount and duration, will be clearly outlined and agreed upon in writing before the exclusivity period begins.

The specifics of each exclusivity agreement will be tailored to meet the unique needs and requirements of the client and project. We are flexible and open to negotiating the terms of exclusivity to ensure mutual satisfaction and successful collaboration.

Payment Policies

Project Deposits

To manage upfront materials costs and secure your project slot, we have implemented a deposit policy for projects exceeding $1000. For any project with a total cost greater than $1000, a 50% nonrefundable deposit is required upfront. The project will not commence until the deposit has been received and cleared. This deposit is essential to cover the initial materials costs and to commence work on your project. The remaining balance will be due upon project completion, prior to final delivery.

The deposit is nonrefundable under any circumstances to ensure that we can cover the costs of materials and initial labor. By paying the deposit, you acknowledge and agree to these terms and conditions.

Rush Fees

We strive to provide high-quality work and exceptional service to all our clients. To ensure the best possible outcome, we require adequate lead time for each project. However, we understand that sometimes urgent needs arise. To accommodate these requests, we have established a Rush Fee Policy to prioritize and expedite projects with short lead times.

  1. Projects with less than 30 days lead time:
       - A rush fee of 10% of the total project cost will be applied.
  2. Projects with less than 14 days lead time:
       - A rush fee of 30% of the total project cost will be applied.
  3. Projects with less than 7 days lead time:
       - A rush fee of 50% of the total project cost will be applied.
  4. Projects with less than 4 days lead time: 
       - Rush fee is up to the discretion of the team. The rush fee will be expressed prior to the commencement of the project and may incur charges of up to 3X the original project charge. 

Important Notes:

  • Rush fees are calculated based on the total project cost before any applicable discounts or promotions.
  • Lead time is calculated from the date of project confirmation and in-hand date. For example: we begin discussing a project on Jan 1 for Jan 31 in-hand date, but details of the project are not confirmed and expressly agreed to until January 15th, that would incur a rush fee of 30% per the policy outlined above.
  • Rush fees are necessary to cover the additional resources and extended working hours required to meet tight deadlines, as well as expedited delivery of materials like rhinestones or specific adhesives.
  • We reserve the right to waive or reduce rush fees in special circumstances.

Payment Terms

Unless otherwise negotiated, all payments are due Net 30 from the date of invoice. Our standard Net 30 payment policy allows clients to manage their cash flow effectively while ensuring timely payment for services rendered. Payment is due in full within 30 days from the date of the invoice. Invoices will be issued upon project completion or at agreed-upon project milestones.

Payment methods:

  • ACH, payable link provided with the invoice sent
  • Credit Card, payable link provided with the invoice sent
  • Wire/bank transfer

Please note that payments not received within 30 days will be considered late. A late fee of 10% may be applied to overdue invoices.

Various Reimbursements

We are happy to procure materials for a special project; however, anything that falls outside of the normal scope of services we provide will require reimbursement. Examples include bottle reimbursement, material goods reimbursements, special packaging reimbursements, etc. This will be discussed prior to the commencement of the project or as scope changes are approved. All reimbursements will be included as separate line items in the final invoice. Receipts may be provided for accounting purposes.

Delivery and Shipping

Shipping Reimbursement

All shipping costs must be reimbursed by the customer. The customer may provide shipping materials and/or a label if desired, or we are happy to process the shipment using the customer's account if needed.

If Crystallized by Chloe incurs the cost of shipping, these costs will be discussed and agreed upon prior to the delivery. Unless otherwise agreed to, all items will be shipped via FedEx with a traceable number to track packages. Shipping costs will be included in the final invoice and receipts may be provided if needed for accounting purposes. Shipment speed (overnight, priority, ground, etc.) are determined by the customer and in-hand date.  Once shipping details are agreed upon, they will be documented and confirmed in writing to ensure both parties have a clear understanding.

Shipment Packaging

We commit to ensuring that all items are packaged in a way that limits the ability for damage to occur, including bubble wrap, packing peanuts, additional boxes for stability, etc. We are eco-friendly and may reuse and recycle sturdy boxes to ship your item, unless otherwise specified.

Courier Responsibility

We use reputable courier services to deliver your artwork. Once the item is handed over to the courier, it is out of our control. We provide tracking information for all shipments. You will receive the tracking number via email as soon as the item is shipped, allowing you to monitor its progress. Any issues with shipping, including delays, damages, or loss, must be addressed directly with the courier. We are not responsible for any problems that occur during transit, including but not limited to: package damage, item damage, missed deadlines for delivery, or missing/lost items.

Marketing and Social Media 

We are incredibly proud of each piece that we create and love sharing it with our community. To promote our work and celebrate our projects, we have established the following media and marketing policy.

Photography and Social Media

Unless otherwise expressly agreed to in writing, we reserve the right to take photographs of items before shipment. These photos may be used for social media, our website, and other marketing purposes. These images will be used to showcase our work and highlight the creative process, helping us reach a broader audience and attract new clients.

Resharing of Public Materials 

Unless otherwise expressly agreed to in writing, we reserve the right to re-share any publicly shared materials, either in video or photo format, that appear on any social media platform. This includes, but is not limited to, TikTok, Instagram, Facebook, and other news outlets. When re-sharing your content, we will give proper credit and attribution to the original poster, ensuring that the brand or product is acknowledged. We greatly appreciate the same consideration given in return.


If you prefer that your project not be photographed or shared for marketing purposes, please notify us in writing before the project begins. We will respect your privacy and ensure your preferences are honored.