Shipping & return policy
Shipping costs and delivery time
Standard delivery is free with your order.
ROCKA’S DIAMONDS does not cover shipping costs for returned items.
You will receive an estimated delivery date during your purchase. Please note that the estimated delivery date is not a guaranteed time frame for your order. It is automatically calculated based on the total amount of time required for your order. The amount of time required consists of; production and delivery process and your shipping address.
The estimated delivery time is based on delivery to capital cities. Additional time for delivery may be required for remote areas.
ROCKA’S DIAMONDS is not responsible for delayed shipments to remote areas or regions where postal services are performed on certain schedules or addresses outside the mainland.
For faster delivery, please select Express Shipment or Premium Shipment as options. Please note! These options only shorten the amount of time it takes to process and manufacture your order compared to the free standard delivery option. They do not guarantee a specific delivery date In the case of payment by bank transfer or if your payment cannot be processed immediately, the estimated delivery time is calculated from the day the payment is received.
ROCKA’S DIAMONDS does not take responsibility or reimburse shipping costs based on such a delay.
Insured shipping
Your order will be delivered by DHL. Delivery time may vary depending on your delivery address. You will receive a shipping confirmation when your package leaves our warehouse including your Track & Trace code. This will be sent by automatic email to the email address you provided during your purchase. All our shipments are insured during transit. Please make sure you are available to accept your delivery at the time of delivery. ROCKA’S DIAMONDS assumes no responsibility for lost or stolen orders after delivery. If your order is returned to the shipper due to unavailability, ROCKA’S DIAMONDS reserves the right to charge the customer for the cost of the second attempt.
If you have not received a Track & Trace code, please also check your spam / junk inbox. If you do not know your Track & Trace code or if the status of your delivery has not changed in several days on the courier’s website, please feel free to contact our customer service info@rockasdiamonds.be to investigate the matter for you. In case of a problem, ROCKA’S DIAMONDS will contact the courier to resolve it as soon as possible.
Please inspect your package before accepting delivery. If your package is damaged in transit, refuse to accept it and immediately file a claim with the carrier.
Delivery address
Deliveries can only be made to physical home or business addresses. For orders to be delivered to a destination other than the billing address, please ensure that your credit card or finance company has this alternate delivery address on file so that it does not cause a delay in processing your order.
For your security, the delivery and billing address information cannot be changed after an order is placed. If you are not available at the address provided at the scheduled delivery time, please contact our customer service department at info@rockasdiamonds.be ROCKA’S DIAMONDS to check if you can hold the shipment and/or postpone it to a later date.
Delivery outside the mainland
If your delivery address is outside the mainland, please note that your order may be subject to customs. ROCKA’S DIAMONDS assumes no responsibility for additional charges or reimbursement of taxes and duties that may be imposed on your package.
Delivery address
Deliveries can only be made to physical home or business addresses. For orders to be delivered to a destination other than the billing address, please ensure that your credit card or finance company has this alternate delivery address on file so that it does not cause a delay in processing your order.
For your security, the delivery and billing address information cannot be changed after an order is placed. If you are not available at the address provided at the scheduled delivery time, please contact our customer service department at info@rockasdiamonds.be to check if you can hold the shipment and/or postpone it to a later date.
Delivery outside the mainland
If your delivery address is outside the mainland, please note that your order may be subject to customs.
ROCKA’S DIAMONDS assumes no responsibility for additional charges or reimbursement of taxes and duties that may be imposed on your package.
RETURN AND WARRANTY POLICY ROCKA’S DIAMONDS
We are committed to 100% customer satisfaction and providing high quality products to our customers at Rocka’s Diamonds. If for any reason you are dissatisfied with your purchase, you may return your engraved or non-engraved item in original condition within 30 days of receipt of your order, provided your item meets the return policy.
Your proof of payment is required for any type of return .
The return of engraved items is only possible for products that have been paid for and delivered. For more information, please see our Return Policy in the menu below.
Please read this page carefully before returning the item(s).
Guarantee
Rocka’s Diamonds jewelry is carefully produced with quality materials. Therefore, with a generous return and warranty policy, we stand behind our products with confidence.
All Rocka’s Diamonds products come with a free lifetime seller’s warranty. In the event of any manufacturing defect, Rocka’s Diamonds will repair your item at no charge, as long as your item meets the terms of the lifetime seller’s warranty.
All repair requests, before the request is processed, will have a check/inspection by our Quality Assurance team. Should our Quality Assurance team determine that the damage was not caused by a manufacturing defect, we will notify you. We will consult with you and will let you know if any repair services from Rocka’s Diamonds are available at cost or otherwise.
Free lifetime seller’s warranty applies only to products purchased as of December 1, 2020. For products purchased prior to this date, the 20-year warranty continues from the date of delivery.
Terms and Conditions of the Lifetime Seller’s Warranty and Repair
1. The warranty only covers the manufacturing defect/production error and does not cover deformations and damages caused by accident, abuse, negligence, unauthorized service and/or damage.
2. The warranty is void, in case where the item has been modified in any way including engraving, size change, or repair by a third party, for example by another jeweler or person outside of Rocka’s Diamonds.
3. If any part of the jewelry fails (including but not limited to for example, stones, necklaces clips etc.), the whole must be returned along with all parts before repair. Rocka’s Diamonds takes no responsibility for the missing parts or stones.
4. Lifetime vendor warranty is not transferable to third parties.
The lifetime seller’s warranty does not apply to:
Discoloration due to exposure to chemicals, makeup, swimming pools, saunas or steam rooms.
Scratches, dents and chipping resulting from normal use or abuse.
Bent, worn or broken claws/crowns that allow for stone failure or stone loss due to neglect or other damage
Lost or stolen stone(s)
Items that have been subjected to misuse or wear beyond normal, everyday use.
Notice! Please note that the following items are the properties of the item and cannot be considered defective:
Slight blemishes and variations in workmanship
Natural characteristics of the metal or gemstones (such as color, internal insertions, etc.)
Returns
You may return your item to Rocka’s Diamonds for refund of purchase price, change of ring size, engraving or repair request. All you would need to do for returns is submit a return form and include the printed copy in your return package.
For a quick and easy return process, make sure you select the correct type of return option and fill out all required fields on the form. Your return request will not be processed if the requested information is missing.
After submitting the return form you will receive a confirmation message including the return address and a copy of the form you filled out. The confirmation message will be sent to your email address. Please print and insert this form into your return package. Please note that your return request will be processed based on the information you submit online. Any handwritten notes on the printed copy on the return form will not be considered.
Please pack your item(s) securely for shipping. We recommend that you return your item(s) insured and/or registered. Rocka’s Diamonds assumes no responsibility for loss or damage to your return in transit.
The cost of return shipping is not covered by Rocka’s Diamonds and remains the responsibility of the customer.
Return shipments should be sent to:
Rocka’s Diamonds
Rue Gaucheret 6B/23
1030 Brussels
Belgium
Upon receipt of your return, your return request will be processed to forward it to the appropriate department, as an item can be returned for several possible reasons. This processing may take up to 2-4 business days. Repair delivery time is up to 25 business days. Please note that all returns undergo an inspection by our Quality Assurance team. Before a return request is processed, any potential additional charges may arise depending on your return option. Once the item has been inspected and it appears that a charge will apply, you will be notified of the charge before the repair request will be processed.
If you have any questions, please feel free to contact our customer service team by email at info@rockasdiamonds.com or by phone at +32487110441 .
Please read the information below carefully before returning the item for refund purchase price, engraving, ring size change or repair.
REFUND/REFUND PURCHASE PRICE
Your refund must meet all the conditions below to be eligible for a full refund of your purchase price:
Product to have no signs of use (e.g. scratches or any other form of damage showing that the product has been worn)
Original seal on the jewelry must remain intact and not have been removed/broken. All non-engraved and engraved products will be shipped with an original seal attached to the product. Please be sure this has not been removed/broken.
Products to be returned complete (i.e. including original gift box, packaging, etc.)
In the case of ring(s), the size of these should be unchanged/ the product should not have been previously altered and/or modified.
The product should not be special order as designed and/or produced according to the customer’s wishes (personalized item).
The product should not contain any diamonds taken under GIA certification.
The product must be returned to Rocka’s Diamonds within 30 days of receiving your order.
The refund will be made in the same manner as the original payment method, excluding shipping costs. Please note that this may take 10 business days until the amount is processed and transferred to your account number.
Items purchased with a credit can only be returned for credit. Store credit cannot be converted to cash, transferred to anyone else and/or used for service charges such as shipping or other applications.
Gravure
If you ordered your item without engraving and later decide you would like to have it engraved, we are happy to do this for you for a small fee of 20 € including shipping.
To return your product for engraving, you must fill out a return form. After filling out the return form, you can easily follow the instructions listed under ‘RETURNS’. If you are returning the product(s) for engraving, you need to send it back without accessories such as gift box, packaging etc.
Please note! If you send the accessories along, it will not be returned after engraving.
Having an item engraved does not void your lifetime warranty. Do not have your item engraved by a third party such as another jeweler or person other than Rocka’s Diamonds, as this will void your lifetime warranty.
Please note that the engraving process takes approximately 15 business days depending on the product.
Changing the ring size
Rocka’s Diamonds offers you the opportunity to resize/enlarge your ring that may or may not contain engraving once free of charge within 30 days of your receipt of the item(s). Custom or newly designed products (special orders designed and/or manufactured to customer specifications) are not eligible for free ring size adjustment . This rule is also applicable on some eternity ring models .
Please note that ring sizes can only be changed within the size range offered on the Rocka’s Diamonds website. Custom Design rings (special orders designed and/or manufactured according to the customer’s personal requirements) are not eligible for free ring size adjustment.
The ring size adjustment process applies only to change the ring size. Width or thickness of a ring cannot be changed.
To return the item(s) for ring size adjustment, please fill out a return form. After filling out the return form, you can easily follow the instructions listed under ‘RETURNS’ If you are returning the item(s) for ring size change, please return it without accessories such as gift box, packaging etc. Please note! If you send the accessories along, it will not be returned after the ring size change.
If the product undergoes treatment for a ring size change by a third person and/or company outside of Rocka’s Diamonds, the product’s lifetime seller’s warranty will be voided.
Resizing takes approximately 15 business days depending on the product and a resized ring is not eligible for a refund.
REPARATION
To return your product for repair, please fill out a return form. After filling out the return form, you can easily follow the instructions listed under ‘RETURNS’ If you are returning the product(s) for repair, please return it without accessories such as gift box, certificates of authenticity etc. Please note! If you send the accessories with it, it will not be returned after the repair.
Please note that the repair process takes approximately 15 business days depending on the product.