Delivery + Returns

OUR PRODUCTS

We are not your average jeweller. Our pieces are made from scratch by hand with the finest materials on the planet.

Orders of in-stock pieces are typically processed by our studio within 5-7 business days, unless otherwise specified on our product page. Orders to the EU are typically processed by our studio within 10 business days.

For pre-order items or custom items, our standard timing for production is approximately 8-12 weeks, but if you need your piece for a special date, please let us know by leaving an instruction at checkout, and we will try our best to accommodate your request!

Please note engravings add up to an additional 3 weeks to production time. 

Whilst we endeavor for timely Christmas delivery it is not guaranteed when ordering past the 5th December or when courier errors occur. 

SHIPPING

We ship worldwide with recorded delivery. Our delivery is free of charge on all orders over £550. Once your order leaves us you will receive a tracking number to your mobile or email. Delivery typically takes an additional 3-6 working days but it may take up to 15 working days in busy periods.  

 

Unfortunately, we are unable to ship to the below list of countries due to customs restrictions:

EUROPE	Aland Island, Bouvet Island, Latvia, Macedonia, Moldova, Portugal, Russia, Turkey, Ukraine
NORTH AMERICA	St Pierre and Miquelon, St Vincent & the Grenadines, Svalbard & Jan Mayen Islands
AMERICA	Netherland Antilles
SOUTH AMERICA	Falkland Islands
ASIA	British Indian Ocean Territory, Christmas Island, Cocos (Keeling) Islands, Democratic Peoples Republic, India, Indonesia, Iran, Laos, Myanmar, Palestinian Territories, Syrian Arab Republic, Tajikistan, Turkmenistan, Yemen
AFRICA	Central African Republic, Comoros, Cote d'Ivoire, French Southern Territories, Guinea-Bissau, Mayotta, St Helena, Tanzania, Western Sahara
OCEANIA	Micronesia, Norfolk Island, Tuvalu, Marina Islands, Timor-Leste, Tokelau

 

CUSTOMS + TAXES

All customs, import tax and duties are included for full price items.

 

T&Cs for SAMPLE, ARCHIVE + 'LAST CHANCE TO BUY' PRODUCTS

All sales of sample, archive and 'last chance to buy' products are sold as seen and are not eligible for returns/exchanges. 

All sample sale, archive and 'last chance to buy' orders may be subject to additional customs or import duties and taxes once they reach their destination. These charges are payable by the customer and not ROCK + RAW.

You will be contacted by a third party company to pay for any customs fees.

Should you decide to deny the shipment due to duties and other fees, the package will be returned back to us and you will be refunded for the order after deducting shipping and restocking fees.

RETURNS: REFUNDS + EXCHANGES

We hope all of our customers fall in love with their Rock + Raw purchase - however if you would like to return an item for refund or exchange, please contact our customer service team within the first 7 days of receiving your order via orders@rockandrawjewellery.com.

All items for refund or exchange should be returned to Rock + Raw unused and like new with all the original packaging. Items with missing pieces or exhibiting damage from misuse, abuse or negligence will be declined at our discretion.

Our customer service team will provide you with instructions for your return, including a quote for shipping costs from our chosen courier service (DHL). This quote will cover all customs, taxes and additional shipping charges as well as ensuring your return incase of any losses or damage during transit.

Please be aware that return shipping charges are your responsibility and will vary depending on your location. Please note return shipping costs are not refundable.

We do not offer refunds for orders purchased via a stone drop. As these pieces are limited we want to make sure all our customers have an equal opportunity. In the event that you are not completely satisfied with your purchase, we are more than happy to assist you with an exchange within 7 days of receipt of order.

For exchanges, your exchanged piece will be sent out within 10 business days after we receive your original item, unless otherwise stated. 

For refunds, all refunds are issued within 5 business days of receipt of the returned items and are applied to the same source of payment on the original order. Processing times may vary between financial institutions, please allow 7-10 business days for a credit to appear on your credit card statement. 

Important notes:

Kindly note that we require you to send your piece back to us within 14 days from receipt of shipping labels, to avoid the return being voided. 

Items must be unused and like new with all original packaging to be eligible for a full refund or exchange. Items with missing pieces or exhibiting damage from misuse, abuse or negligence will be declined at our discretion.

No refund/exchange on:

-Custom or made-to-order items (e.g. All Aura pieces, all rings, all engraved pieces)
-Sample sale, archive or 'last chance to buy' products
-Items purchased via stone drops (exchange only)
-Chains
-Pierced earrings are also non-returnable for reasons of hygiene and safety

 

RING RESIZING

Each of our beautiful rings are lovingly made to order for you by hand, using the detailed measurements listed on each product page, and while we hope you find your ring to be the perfect fit, you may wish to alter your ring size after receiving your piece.

We are happy to provide this service for you if you contact our orders team at orders@rockandrawjewellery within 7 days of receipt. For any ring resizing service we provide, a minimum craftsmanship fee of £70 plus shipping will be charged. Alternatively, you may wish to seek out a local jeweller closer to home for standard ring size changes.  

 

REPAIR + WARRANTY

All of our jewellery purchased via our website comes with a 1 year warranty from date of purchase.

Within this period, we will ensure that any pieces damaged due to a manufacturing fault are replaced free of charge. These defects usually become apparent within the first few times a piece is worn.

Please note that our warranty does not cover:

-Regular wear and tear, such as surface scratches or damage caused by improper use and storage.
-Loss and accidental damage (such as crystal chips)
-Chain breakage over 1 month of purchase - chains are often subject to wear and tear as excessive pulling or accidental crushing can lead to breakages if enough pressure is applied.
-Items which have been repaired or altered by other jewellers.
-Items purchased through third party retailers.

We are also delighted to offer a repairs service for any damaged pieces outside of the warranty limits. To enquire about this service, please email our repairs team at orders@rockandrawjewellery.com with the following information:

-An image of your piece highlighting the issue.
-The original order number / proof of purchase.