Cooling – off period
When you order from us online, you are entitled to a cooling off period after dispatch of your goods. During this cooling-off period, you can return your goods without any charge.
Our cooling off period is 14 days (from delivery of the goods to you) which includes any statutory cooling off period.
Unless we are at fault (for example where you have received faulty items, or items which are not as described), certain items are excluded from the cooling off period guarantee; these include Personalized Items, as well as pierced items where their packaging has been opened (please also see our dedicated Personalized Item orders section below).
How to return
If you wish to return goods you have a duty to keep them in your possession and to take reasonable care of them until you return them. Please email us This email address is being protected from spambots. You need JavaScript enabled to view it. if you would like to return your goods and we will send you pre-paid labels so that you can return them free of charge. Goods must be returned in their original condition, including immediate packaging, within the cooling off period.
We accept refunds or exchanges of items provided they are returned in their original packaging. If you would like to return your items please ensure the plastic label remains sealed. If the label has been removed from the item or if the label has been tampered with, we cannot refund or exchange the item.
All returns are done exclusively with DHL, using the pre-paid labels that we will provide through email.
Personalized Item Orders
When you order a personalized Item from our website, we will create a specific and potentially unique item designed around your own specific requirements.
You may change your mind and notify us that you wish to cancel your order for a Personalized Item at any time before you receive our email confirming dispatch of your order for Personalized Items (see Ordering process and contract formation above).
Once you have received our dispatch confirmation email, a binding agreement will be formed, and you will no longer have the ability to cancel your order. If however your item is faulty, not as described or does not match the specifications contained in your order, please contact us This email address is being protected from spambots. You need JavaScript enabled to view it. to arrange the return procedure.
Products purchased at Department Stores or Private Retailers
As we operate separately, items purchased at any of our department stores or private authorized retailers cannot be returned or exchanged through www.rockmanjewelry.com. You have to contact directly the store or retailer where the actual purchase has taken place.
Refunds
You will receive an email when your return is received, and your refund has been processed. Please allow 1-2 business days for your return to be processed.
Refund amounts for returned items will be credited to the original method of payment and currency on your order. If we are unable to process your refund to your original method of payment, we will contact you to resolve the issue. Depending on your bank's processing time, it may take a few days to reflect on your account.
