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 email@example.com 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.
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 firstname.lastname@example.org 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.
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.