A special order is an order for an item we would normally sell, and is returnable for a full refund. A common example of a special order would be one for a ring that is pictured on the website with a gemstone, and then ordered without the gemstone. A custom order is an order for an item that is personalized to such an extent that we would not easily be able to sell it to another customer, and such an item would not be returnable for a full refund. Examples of custom orders are items engraved with personal messages, non-recommended alterations to an item at a customer's request, one-of-a-kind designs made specifically for a customer, items set at the customer's request with gemstones not offered in an original piece, and items crafted in a metal other than the metal originally specified. If you have been considering ordering an item from us that is not pictured online, and feel unsure as to whether it would be considered a custom order or a special order, please feel free to ask!