Frequently Asked Questions

Get answers to all your RockHer questions here.

Who is RockHer? What makes you different?

RockHer combines cutting edge technology with old-world craftsmanship. We have developed the world’s first diamond-picking artificial intelligence, ROSI. And we custom-make each engagement ring we sell to fit both your diamond and your finger. Making your ring to order in our Los Angeles workshop means we can tailor every detail to fit you and your diamond perfectly.

Who is ROSI?

ROSI is the world's only digital diamond expert, an artificial intelligence enhanced by IBM’s Watson. ROSI sifts through thousands of high quality GIA-graded diamonds using a proprietary algorithm developed by RockHer’s gemologists and technical experts to find you the best quality diamond that’s the best value available for your budget. ROSI is your personal digital gemologist that expertly guides you through what could otherwise be an overwhelming shopping experience.

Do you have gemologists on staff?

We have GIA-educated graduate gemologists on staff and they are available to answer all your diamond questions and guide you through the purchase process.

Do you have a warranty on your jewelry?

RockHer offers a lifetime warranty on all the jewelry we sell. This Lifetime Warranty is limited to repair and/or replacement at RockHer’s discretion. For more information please see the details of our Lifetime Warranty.

Where are your headquarters? Can I visit?

We are headquartered in Los Angeles. Because of security restrictions, our headquarters and workshops are not open to the public.

Do you have stores?

We keep our prices as low as possible by not investing in the overhead of retail locations. Thanks to our hassle-free 30-day return policy, you can view your ring in your normal environment, not the special diamond lights of a store.

Do other websites or stores sell RockHer jewelry?

Authentic new RockHer jewelry is available exclusively on RockHer.com.

What shipping options are available on RockHer.com?

We’re proud to offer FREE FedEx® shipping on every order in the US and Canada. All orders are shipped via FedEx Priority Overnight Shipping®. All deliveries require a signature for delivery regardless of any waivers you have from FedEx®. These requirements are for your protection. We also offer international shipping. Cost of international shipping will be calculated at checkout. If you would like to arrange delivery to a FedEx® location please call, RockHer Customer Service 844.330.9755, or email info@rockher.com. We cannot ship to P.O. Boxes (with the exception of APO, FPO, and DPO addresses.)

Do you ship internationally?

We do offer international shipping. Cost is calculated at checkout. Customs processes and import duties are the responsibility of the customer; please check with your local customs office for information.

Will I be charged sales tax on my RockHer.com purchase?

Hi Californians, we’re neighbors! That means RockHer is required by law to charge sales tax for orders shipped to California. We may open other locations in other states in the future. Sales tax is collected automatically in the shopping cart as required.

What is your return policy?

Not completely entranced by the brilliance of your new RockHer Piece? Return it in its original condition within 30 days from the day it arrives. Expect your refund within 2 weeks (credit card companies timelines vary.) All items exceeding $20,000 in price may incur a 3% restocking fee upon return due to the cost of insuring and shipping these items. Please see our Returns and Exchanges page for more information.

Do I have to pay return shipping?

RockHer offers free shipping of returns within the United States. Email info@rockher.com to request a complimentary insured Fedex Label for your return, include the purchaser name and order number in the email.

What is your international return policy?

Orders outside of the United States can be returned within 30 days. Shipping and insurance of international returns must be paid by the customer.

What if I need extra help or advice about my purchase?

For assistance with engagement rings, please call 844.330.9755. A RockHer gemologist will guide you through our online store in order to assist you with purchasing a product through our website. If you would like to speak to someone about a custom design order, please contact us by phone at 844.330.9755 or email at info@rockher.com and we will direct you to one of our design specialists. If you require assistance with engagement rings, wedding bands or bridal jewelry, please email us at info@rockher.com and one of our consultants will contact you within 24 hours.

Can I change or cancel my order?

If you would like to change or cancel an order please call RockHer Customer Service at +1 (844) 330-9755, or email info@rockher.com. We will accommodate order changes to the extent possible prior to shipping confirmation. Some changes will result in a shipping delay. We are unable to accommodate changes or cancellations on special order requests and/or orders that have already shipped. If your order has already shipped, please contact us to set up a RockHer Carefree Return once you have received the shipment.

How do I exchange a purchase?

RockHer.com offers complimentary shipping for any item that you’d like to exchange. Simply call or email RockHer Customer Service at 844.330.9755 or info@rockher.com and we will email you a FedEx return label. You can then drop off your package at the nearest FedEx location. Returns are accepted for exchange in the U.S. if returned in sellable condition within 30 days. Some exclusions may apply. Please see our Returns and Exchanges page for more information.

Can I return an item that was given to me as a gift?

Of course! Simply call or email RockHer Customer Service at 844.330.9755 or info@rockher.com with the purchaser name and order number to request a complimentary insured Fedex Label for your return. You can then drop off your package at the nearest FedEx location. Please see our Returns and Exchanges page for more information. If you would prefer for the buyer of the gift not to receive the refund, you can exchange the item for something else.

Can I have my package shipped to my office?

Yes. It’s an excellent way to keep your order a surprise. Make sure you will be available to sign for the package.

Does your shipping box say RockHer on the outside?

All RockHer purchases are shipped in a discreet unmarked box.

Is a signature required for delivery?

Yes. All deliveries require a signature for delivery regardless of any waivers you have from FedEx®.

Can I ship to an address that is different than my billing address?

Yes. We can also ship to a FedEx® location for pickup.

Can I track my order?

To check on the status of an order or verify shipment, please contact Customer Service at 844.330.9755. Representatives are available from 9:00 AM to 6:00 PM PST Monday-Friday.

What does your box look like?

All RockHer Jewelry Items are presented in RockHer's beautiful gift box. Inside you will find the jewelry housed in a RockHer Jewelry case. The box also contains some practical information about your piece and comes with a complimentary carrying pouch.

Do you ship to PO Boxes?

RockHer does not ship to P.O. Boxes (with the exception of APO, FPO, and DPO addresses.) We’re proud to offer FREE FedEx® Priority Overnight shipping on every order in the US and Canada. All deliveries require a signature for delivery regardless of any waivers you have from FedEx®. These requirements are for your protection. If you would like to arrange delivery to a FedEx® location please call, RockHer Customer Service at (844) 330-9755, or email info@rockher.com.

Do you ship to APO, FPO, and DPO addresses?

Yes. We also offer discounts for active members of the military. RockHer is proud to offer an 18% military discount on any Engagement Ring Setting, Eternity Band, Wedding Band, and Diamond Stud Earrings. (GIA Certified Diamonds are excluded.) For more information, please email info@rockher.com.

Can I ship to a domestic address if my billing address is an APO, FPO or DPO?

Yes. Simply use the shipping address you prefer in the shopping cart.

Does Rockher offer military and law enforcement discounts?

Yes, we do. As a token of our appreciation to everyone serving we offer an 18% Discount on any Engagement Ring Setting, Eternity Band, Wedding Band, and Diamond Stud Earrings. (GIA Certified Diamonds are excluded.) This discount is only available to active and retired members of the United States Armed Forces, which includes the U.S. Air Force, Army, Coast Guard, Marines, and Navy, Police Department, Fire Department, & Limited Law Based Government Employment; members of the National Guard, reservists and bonafide identifiable spouses and dependents of the above. To get this process started please email info@rockher.com, a photo ID is required. Once confirmed a coupon code will be sent directly to you. Certain restrictions apply.

What are your payment options?

We accept Visa, MasterCard and American Express. You can also checkout by using PayPal. When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to RockHer.com. We also offer checkout with Amazon Pay. You can pay with saved payment and shipping information from your Amazon account.

Do you offer financing?

RockHer provides easy & affordable financing through Affirm so you can pay for your purchase over time. Make monthly payments over 3, 6, or 12 months with 0% APR Financing if you qualify. Please see our Affirm Financing page for more details.

How does your Affirm payment plan work?

You can schedule payments over your choice of 3, 6 or 12 months with Affirm Financing. For example, if you made a $1,000 purchase you might pay $166.67/mo over 6 months at 0% APR. Please see our Affirm Financing page for more details.

I applied for financing but was turned down. Do you know why?

Financing details are confidential to protect your privacy. RockHer does not have access to your credit application.

Can you put a hold on a diamond for me?

Yes, we’re happy to hold a diamond for you for up to 48 hours. Call or email RockHer Customer Service at 844.330.9755 or info@rockher.com.

Can I get a discount for paying by bank wire?

Yes, a 3% discount off your entire order will be automatically applied at checkout when paying by bank wire.

Are prices on RockHer.com subject to change?

Prices on RockHer.com are subject to change without notice. Please expect to be charged the price for the RockHer.com merchandise you buy as it is listed on the day of purchase.

Do you price match if I see a lower price after my purchase?

All prices are final, and we do not price match. Since we base our prices on the current prices of metals and gems, which fluctuate, our prices do too.

Do you offer trade-ins, upgrades or buy-backs?

At this time we do not offer these services, which would require a larger mark up on our products.

Do you buy diamonds or gold?

Sorry, we don’t currently offer this service.

Where is your jewelry made?

We make all our engagement rings to order in our Los Angeles workshop. Taking the time to make the ring specifically for you results in a better quality ring, without any seams or weaknesses. It also means we can ensure that every gem and all the metal used in your setting has been responsibly sourced because we do it ourselves. Our traditional metal wedding bands are made in the United States from recycled precious metals.

Are your diamonds ethically sourced?

All RockHer diamonds are sourced only from mines that adhere to the strictest labor, trade, and environmental standards. We support the Kimberley Process but go beyond it by requiring an audited and transparent diamond supply chain. RockHer documented diamonds have information about every step of their journey from the source country through the cutting process live on our website. You can trace your diamond from rough crystal to polished gem at a glance. Buying direct from the source also means we can offer you excellent value without ever compromising on quality or cutting ethical corners. We are partners in Lipari Mineraçao, which operates the largest diamond mine in South America, the Braúna mine in Brazil, a showcase for responsible mining principles.

Are your precious metals ethically sourced?

RockHer only uses recycled gold and platinum. Why? Metal mining can often be destructive to the environment and harmful to the communities around the mines. For example, some gold mines use mercury and cyanide to extract the gold, which may contaminate the surrounding environment. We have decided to make sure that we are not supporting these practices by not buying any newly-mined precious metals.

Can I get a grading certificate with my diamond or gemstone?

All our center diamonds are accompanied by GIA diamond grading reports, the industry benchmark. GIA does not grade colored gemstones but all our gemstones are graded to our own strict quality standards by RockHer gemologists.

Do you offer jewelry appraisals?

All engagement rings are accompanied by a free appraisal. We recommend that you insure your engagement ring as soon after your purchase as possible.

Do you offer engraving?

Yes, we offer complimentary engraving and all engraved rings still qualify for our normal 30 day return policy.

Can I buy a ring without the stones?

Yes, all our rings are available without the center diamond. We recommend that you have us set your diamond into the ring so we can create the setting to fit your diamond perfectly. We are happy to set your diamond into any of our rings for just $50, which covers insurance, setting, and shipping.

Will you set my stone into one of your rings?

At RockHer we create engagement rings reusing family diamonds every day. You can order any of our engagement ring settings to fit your own diamond, since we make all our rings to order. We are happy to set your diamond into any of our rings for just $50, which covers insurance, setting, and shipping. (In fact, setting a family diamond into one of our engagement ring styles is the most cost-effective way possible to create a new ring with an old diamond.)

Can I commission a custom design?

If you would like to speak to someone about a custom design order, please contact us by phone (844.330.9755) or email (info@rockher.com) and we will direct you to one of our design specialists. Our custom design services our charged at a flat rate of $500 dollars: there are no hidden mark ups on the materials and labor to make the design.

Can I make changes to a ring I see on your site?

Because we make all our rings to order, we can make changes to the design. A simple change, like setting an oval diamond east-west instead of north-south can be made at no additional charge. A completely custom design made to your specifications in consultation with one of our designers can be commissioned for a flat fee of $500 plus the cost of labor and materials. Call or email RockHer Customer Service at 844.330.9755 or info@rockher.com.

Can I order a ring size that isn’t listed on your site?

Yes. Because we make all our rings to order, we can create them in any size, including quarter sizes. In some cases, like eternity bands with diamonds all the way around the finger, a larger size may cost a bit more because it requires additional diamonds. Simply call or email RockHer Customer Service at 844.330.9755 or info@rockher.com.

What if I don't know the right ring size?

We’d be happy to send you a complimentary ring sizer. You can also have your finger sized at any jeweler. All RockHer orders qualify for one free ring sizing. Please contact us by phone, e-mail, or chat us to inquire about free resizing.

What if my ring doesn't fit?

Order the wrong size? No problem! All orders qualify for 1 ring-sizing for free! Please call, e-mail, or chat us to inquire about free resizing!

How can I make sure that the diamond I received is the diamond I ordered?

All the diamonds we sell are accompanied by a GIA Diamond Grading Report, the international benchmark for documenting diamond quality. We double-check every single stone ourselves with the latest technologies available in our own office. Many of the diamonds we sell are also microscopically laser engraved with the GIA report number on the girdle of the diamond.

Do you sell lab-grown diamonds?

No, we do not sell lab-grown diamonds. Laboratory-grown diamonds don’t have enough of a track record to determine what consumers are willing to consistently pay for them. There isn’t a secondary market yet for lab-grown diamonds since there is so much uncertainty about them holding value. For more details, see why we decided not to carry lab-gown diamonds.

Can I see a photo of the ring before purchase?

Because our rings are made to order, we can’t send you an image until we make the ring for you. But all our rings can be returned in original condition within 30 days. Please see our Returns and Exchanges page for more information.

Can I get a replica of my ring?

We make fully customizable CZ and silver models for review. If you want to see an exact replica of your ring (or multiple rings) before purchase we can make a silver and cubic zirconia sample for a $500 fully refundable fee. Once you decide, you can return the sample with free return shipping. You can also decide to keep the replica of your ring to wear on vacations.

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