Return & Exchange Policy

All items on website are subject to availability. When we receive your order you will get an email acknowledging your order, this is not acceptance – this is just acknowledgement. Once your item is confirmed available you will receive an email confirming your order, you will then receive a third email when the item is shipped. You will be charged on your method of payment when your order is confirmed available. Orders can take between 3-4 weeks as we are a fine jewelry brand and everything is handmade in studio. We will do our best to make sure your order is in stock and shipped in a timely manner.

All sales are final.

Roque  Jewelry  Inc.  is  not  responsible  for  shipping  charges except within Canada. Expedited shipping is possible but customer is responsible for extra cost.

Roque  Jewelry  Inc.  is  not  responsible  for  items  damaged  or  lost  in  transit. If your item arrives damaged, please take a photo of the packaging as is and email hello@roque.shop with your inquiry. After the initial contact is made, you may send your package back at your own cost. Please allow 2-3 weeks after shipping back so our team is able to investigate and respond back to you. It is up to our discretion whether the return/exchange is accepted.

Full  price  items  purchased  on  Roque  Jewelry  Inc.  website  in  original  condition  unworn,  must  be  accompanied  with the  original  receipt  to  be considered  for  exchange  within  14  days  of  purchase.

Products  received  between  15-30  days  of  purchase will  receive  store  credit.

Repair

We stand behind our jewelry and make each piece with care.

Requests  to  exchange  merchandise  received  as  a  gift or otherwise  must  be  unworn  and  accompanied  by  a receipt within 14 days.

Each piece of Roque jewelry is handmade and delicate. It is best not to wear jewelry when sleeping as your fingers may swell, it is best to take off jewelry when doing sports or washing hands. Pieces with stones are sturdy but delicate please ensure that you are mindful of the beauty that you are wearing. We are not responsible for normal wear and tear. Infinity rings are not meant to bend and when bent- stones have a better chance of dislodging from the setting, please wear accordingly.

All  repairs  must  be  visually  evaluated  before  an  assessment  and  price  quote  can  be  provided.  This  process  from inspection  to  repair  will  take  approximately  10-12 weeks  from  the  date  we  receive  the  piece.  Please  allow  enough time  for  this  process.

When submitting a repair request, please email hello@roque.shop You will receive an email explaining where to send your item for review. If your item is damaged due to the fault of owner we can do our best to repair it when possible, the charge will be customer’s own.

Items  purchased  through  our  retailers  are  not  eligible  for  exchange  or  store  credit  in  Roque  Jewelry  Inc.  website  or Boutiques.  Please  work  directly with  the  retailer  where  the  original  purchase  was  made.

General Care

All fine jewelry can become family heirloom if it is cared for properly. Daily wear, dust, pollution, etc. can cause cloudiness in the brilliance and shine of gemstones. Prongs and settings can be worn overtime and cause loss of stones or your entire piece.

We recommend professional cleaning. Also for any servicing, please bring your pieces back to Roque Inc. We will inspect and provide you a quote for repair.