Frequently Asked Questions

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Who is RockHer? What makes us 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.

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 40-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 FedEx® shipping on every order in the US. 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.)

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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 40 days from purchase date. Expect your refund within 2 weeks (credit card companies timelines vary.)

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 40 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 40 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.

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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. 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.

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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 I get a discount for paying by bank wire?

Yes, a 2% 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.

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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 or IGI 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 40 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 $350 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?

Ordered the wrong size? No worries! All USA orders qualify for one ring resizing within the first 60 days, including shipping both ways. International customers may incur shipping, custom fees, duties, and taxes. In most cases, items sent for resizing are treated as repairs, so only shipping fees apply.

What if my ring doesn't fit?

Order the wrong size? No problem! All USA Orders Qualify for 1 ring re-sizing, including shipping both ways. International Customers must pay for shipping, custom fees, duties, and taxes, in most cases the item is sent through customs as a repair, therefore, only shipping fees apply.

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.

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 40 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.

ROUTE FAQ

What is Route and Green Package Protection?

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what.

Every time you add Green Package Protection to your order, Route donates to support agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

What is Carbon Neutral Shipping?

Route is covering the cost to neutralize shipping emissions for all orders that are purchased through our sites at no additional cost to you. "Green Package Protection" Shipping includes package protection, with the additional benefit that your shipment is carbon neutral.

How does Green Package Protection/Carbon Neutral Shipping work?

Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.

Where is My Order?

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does Route Work?

If your order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing. Need to file a claim?  File here

How Does Route Process Refunds or Reorders?

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included for merchants who do not have Automatic Issue Resolution (AIR), also known as Resolution via Platform (RVP). Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping and taxes.

When Should I File a Claim?

Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 40 calendar days from when it was marked delivered.
  • In some cases, the Route Support team may require a police report before moving forward with an order issue.

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 40 calendar days from the last update. The maximum filing time is 365 days from the order date. 
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 40 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 40 calendar days from when it was marked delivered.

All of Route’s policies are listed here

What if My Order Never Arrives or is Stolen?

If your order has not arrived, please file a claim with Route here

What if My Order Arrives Damaged?

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. You can file a claim with Route here.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?

You can file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.Haven’t downloaded the app yet?  Download here

What are Route’s Terms and Conditions?

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?

While Route itself is not an insurance company, Route provides access to shipping insurance. It does this through its entity, Safe Order Solutions, which is licensed to sell the shipping insurance issued by Seg Insurance Ltd. This makes Route's Protect product legal and compliant for brands to offer as shipping insurance to their customers.

Lab Grown Diamond FAQs

Are lab-grown diamonds real?

Lab grown diamonds are diamonds, just diamonds that are made by man not mined from the earth. They have all the same optical, chemical and physical properties as mined diamonds. Is ice that forms in a freezer less real than ice that forms on a lake? There are subtle differences, but they are both frozen water.

Are lab grown diamonds fake?

Lab grown diamonds aren’t an imitation of a diamond that mimics the way diamond looks. They are actual diamonds that are produced in a lab. They are very different from simulated stones like CZ and moissanite, which are lab grown minerals that might look similar to diamonds but aren’t diamonds.

How can I tell the difference between lab grown diamonds and natural diamonds?

You can’t. There is no way for consumers to easily identify lab grown diamonds or tell them apart from natural diamonds on their own. You can look for the “lab grown” inscription on a diamond’s girdle which references its grading report number. But if there is no inscription, you will need advanced gemological testing at a professional gemological laboratory to tell the difference. Because laboratory-grown diamonds are chemically, physically and optically the same as natural diamonds, traditional gemological testing and diamond detectors can’t see any difference. Advanced detectors can identify Type IIa diamonds, which include all lab-grown diamonds and about 5% of natural diamonds. Type IIa diamonds can be sent to a lab for further testing. That’s why you should always request a grading report from an independent gemological laboratory when you buy diamonds.

Why do people choose lab grown diamonds?

Lab grown diamonds are more affordable than natural diamonds so consumers can afford a larger carat weight and a better quality for the same budget. Some consumers choose lab grown diamonds because they think that diamonds produced in a lab are more ethical, less likely to have funded conflict and more sustainable than natural diamonds. That is often, but not always, the case. If the ethics of your diamonds are important to you, you need to ask exactly how and where they were produced, no matter whether they are mined or laboratory grown.

What is the difference between lab grown diamonds and lab created diamonds?

These are two popular names for the same thing: actual diamonds that are made by man in a laboratory, not mined from the earth. Both names are specifically allowed in the Federal Trade Commission Guides for the Jewelry Industry.  Because both names are used by consumers when shopping, you’ll generally see both used by retailers.

What’s the difference between lab grown diamonds and CZ?

Cubic zirconia, or CZ, is a is lab-grown zirconium oxide grown specifically as a diamond imitation. Zirconium doesn’t form cubic crystals naturally. To create CZ, it has to have a chemical stabilizer added to make it stable at room temperature. Usually CZ crystals have either yttrium or calcium oxide added to keep them stable. That means CZ has a range of physical, chemical and optical properties. It also means that some CZ isn’t completely stable and will yellow and degrade over time. CZ has a hardness of about 8.5. Unlike CZ, lab-grown diamond is actually diamond. Lab grown diamonds are physically, chemically, and optically identical to mined diamonds.  The only difference is where they formed. Natural diamonds formed a billion years ago deep within the earth and lab-grown diamonds are made by man using high-tech equipment.

What’s the difference between lab grown diamonds and moissanite?

Moissanite is lab-grown crystallized silicon carbide. It generally doesn’t form naturally although tiny green grains have been found as ejecta at meteor craters. Moissanite is doubly refractive, which means when you look at it closely you will see two blurry reflections of each facet. Most moissanite is an off-white shade with a slight tint of green. Recently some producers have found a way to heat treat the material to create whiter polished stones. Moissanite has higher dispersion than diamond, which means you will see more rainbow reflections, what gemologists refer to as the “disco ball effect.” All these properties make it visually different than lab grown and natural diamonds.

Do lab grown diamonds have any resale value?

Although resale companies like The Real Real and Worthy do resell lab-grown diamond jewelry, prices have decreased over the past few years. It’s safe to assume that prices may also decrease in the future.

Are lab grown diamonds worth anything?

Of course! Although lab-grown diamonds generally sell for less than mined diamonds they are worth much more than imitations. However, that isn’t the same thing as appreciating in value. Like all jewelry, used lab grown diamond jewelry is generally worth less than new jewelry of the same quality at the time of resale.

Are lab grown diamonds better for the environment?

Lab grown diamonds are grown using a lot of energy. Their environmental impact depends on how that energy is produced. If lab grown diamonds are produced using renewable energy like solar, wind or hydropower the impact is much lower than if the energy is produced using fossil fuels.

Are lab grown diamonds OK for an engagement ring?

Natural diamonds are the traditional choice for engagement rings. Many couples on a budget who are looking for a larger size center stone are opting for a lab grown diamond instead. According to a survey of recently-engaged couples by The Knot, about one-third of engagement rings now feature lab-grown diamonds.

Are lab-grown diamonds or natural diamonds higher in quality?

Both natural diamonds and lab grown diamonds are available in a range of qualities.Neither is inherently better in quality. An independent grading report is the best way to compare the quality of diamonds, whether they are natural diamonds or lab-grown diamonds. Lower color grades of lab-grown diamonds are more likely to have a brown tint and lower color grades of natural diamonds are more likely to have a yellow tint.

Can people tell it’s a lab-grown diamond?

No one will be able to tell that your diamond is lab grown just by looking at it, even with a jeweler’s loupe. Only a trained gemologist using specialized detection equipment can tell the difference.

Extend Protection

When am I covered?

We've got you covered after the manufacturer's warranty expires through your chosen term. You may be covered from accidental damage starting on day one through your chosen term.

What if I need to return my product?

If you return your product, your retailer returns the amount you paid. Depending on how much time has passed since your purchase, Extend may issue a prorated refund, less any paid claims.

What information do I need to provide?

  • When you contact Extend, you will simply need to provide either your contract ID, email address, or another identifying piece of information.