Shopping FAQ
What is a two-year warranty? A two-year warranty ensures that we will provide free servicing for your product if it has any manufacturer’s defects within two years. Please review our return policy for more detailed information.
Can I get my ring resized by a local jeweler? No, using a third-party jeweler will void your two-year warranty.
How can I personalize an item? Our website offers you complete control over any jewelry item you wish to purchase. We provide a wide range of options for metals, gemstones, stone carats, and other product features, including width, thickness, profile, and surface finish, depending on the design.
Who designs RROJA Jewels jewelry? RROJA Jewels employs a dedicated team of in-house designers who create each design.
How long does it take to receive my order? Can you ship the same day? Each RROJA Jewels product is customized and produced based on the customer’s chosen options. We don’t maintain stock, so each product goes through a production process. We are continuously working to improve production times to deliver products as soon as possible. When you select an item on our website, you will see an estimated delivery date for that specific product.
Do you have a physical store? Currently, RROJA Jewels only operates online to offer you the widest variety of options.
Is the RROJA Jewels gift box available for purchase? RROJA Jewels gift boxes are provided only with a purchase and cannot be bought separately.
Can I get my item engraved? Yes, you can request free engraving by selecting the “custom” button in the product description.
How do I know if the product I choose is engravable? By selecting the “custom” button in the product description, you can inquire about free engraving. Our team will inform you of the possibilities.
Will engraving affect the production time? No, engraving does not impact the production time.
Why didn’t I receive a confirmation email for my order? If you’re expecting an order confirmation email but haven’t received it, please ensure that your payment was successful and that you saw the order confirmation page on our website. If the transaction was successful, check your spam folder to ensure the confirmation email wasn’t blocked. If you still can’t find it, contact our customer support team for assistance. Also, add us to your safe email list if you have enhanced inbox security settings.
Are your rings hollow inside? No, our rings are not hollow; they are solid and produced based on the metal properties chosen by the customer.
How do I find my ring size? The best way to determine your ring size is by knowing the size of your existing rings or using our ring size guide on our website.
Can I order multiple items to compare them? Each RROJA Jewels product is customized and goes through a production process based on the customer’s preferences. We encourage customers to avoid comparison shopping and order only the item they like.
I selected the wrong ring size while placing my order. Can I change it before production? Yes, you can change your ring size within the first 30 minutes after placing your order by contacting us. After the first 30 minutes, you can still contact our team for assistance.
I placed an order a few days ago, and production is complete. I realized I selected the wrong ring size. Can you change the size before shipping? Please contact our team, and they will assist you in finding a solution.
Do you have a catalogue? No, we currently do not offer catalogs as you can view and create many more product variations on our website, all accessible through your mobile device.
What should I do if my order won’t go through? Check that all required fields are correctly filled out. Your billing address should match the information on your billing statement. If you continue to encounter difficulties, please contact us for immediate assistance.
What is an INTERNATIONAL WARRANTY AND AUTHENTICITY CERTIFICATE? All RROJA Jewels products come with an international warranty and authenticity certificate, ensuring the jewelry is genuine, created and inspected to the highest quality standards. Our diamonds and other gemstones are sourced from ethical suppliers following the Kimberley Process principles.
What is the difference between GIA certified and IGI certified diamonds? There is no difference; both GIA (Gemological Institute of America) and IGI (Indian Gemmological Institute) are reputable diamond grading institutes. We offer both GIA and IGI certified diamonds, ensuring the authenticity of the diamonds used in our products.
Do the designs on your website match the actual products? Yes, the product you receive will be identical to what you see on our product pages. Please note that the pictures of our products are zoomed in to view product details, which may make them appear larger than life-size. While we make every effort to make the color, design, and style of RROJA Jewels products, as depicted in the photos and images on the website, match the original product, technical limitations, especially in displaying color on your computer and screen, may cause the delivered goods to differ slightly from the displayed goods.
Shipping and delivery FAQ
How much do you charge for shipping? Shipping is free for all orders. Please refer to our Shipping Policy for further details.
Do you ship internationally? RROJA Jewels ships within Europe.
How is my order packaged? Your order is securely packed in a box and includes a certificate and gift box.
How do I track my order after it’s shipped? You will receive an email with a tracking number as soon as your item is shipped.
What if my package is lost? All our packages are insured during transit. To ensure successful delivery, be available to accept your package. Refer to our Shipping Policy for more information.
Do you cover the shipping cost for returns? Shipping is free when you place an order.
How will I know if my order has been shipped? You will receive an email with a tracking number when your package is shipped.
Can I change my address information? For security reasons, shipping and billing address information cannot be changed after placing an order. Please ensure you can accept your package at the delivery address. Review our Shipping Policy for further details.
Metals & Precious stones FAQ
Can I change the metal or stone type of my product? You can select from available options for your product before placing your order. For additional options, use the “custom” button.
What is the source country of your gemstones? The country of origin depends on the type and quality of the gemstone chosen. We adhere to the principles of the Kimberley Process, and our diamonds and gemstones come from ethical sources.
Are your diamonds and gemstones natural? We offer both natural and lab-grown diamonds and gemstones. The category of your jewelry will specify whether they are natural or lab-grown.
Are Lab Grown diamonds real? Yes, Lab Grown diamonds are real and identical to natural diamonds.
What is the difference between Natural and Lab Grown diamonds? Lab Grown diamonds are created in a controlled environment, while natural diamonds are mined from the earth.
Why should I choose Lab Grown diamonds? Lab Grown diamonds are real, environmentally friendly, and typically more affordable.
Why are Lab Grown diamonds lower priced? Lab Grown diamonds are easier and faster to source than natural diamonds.
Do you only offer gold in 14K and 18K? For other gold options, please use the “custom” button and inquire about the possibilities.
Jewelry Care & Maintenance FAQ
Should I take my jewelry off before showering/bathing/swimming or in a hot tub? To maintain your jewelry’s luster, it’s best to remove it before showering, bathing, swimming, or hot tub use. These activities can lead to soap and chemical buildup, which may dull the jewelry’s appearance.
Should I take my jewelry off during household chores or exercising? Household cleaners and chemicals can damage jewelry. It’s advisable to remove jewelry while doing household chores, gardening, exercising, or other activities. Even diamonds can chip or crack if subjected to impact.
Can I sleep with my jewelry on? While it’s possible, it’s better to remove your jewelry before sleeping to prevent accidental damage or loss. Rings can be damaged or stones can become loose while sleeping.
Do cosmetics harm my jewelry? Cosmetics, lotions, and perfumes can cause permanent defects on jewelry, such as discoloration, stains, or a loss of brilliance. It’s best to apply cosmetics after wearing your jewelry.
How to take my ring off my finger? When removing a ring, handle it by the band rather than the stone or setting to keep the stone secure and clean.
How should I store my jewelry? Store jewelry items individually to prevent scratches or damage. Avoid exposing them to humidity, and handle them as little as possible when not wearing them.
Is it okay to store my jewelry in its original RROJA Jewels gift box? RROJA Jewels gift boxes are designed for presentation, not long-term storage. Store your jewelry in appropriate materials based on metal and gemstones.
How should I store my diamond jewelry? Store diamond pieces separately to prevent scratches and protect their brilliance.
How should I clean my jewelry? Clean your jewelry gently and regularly to remove oils, dust, and contamination. Use mild soap and water with a soft cloth if necessary. Ensure your jewelry is thoroughly dry before storing it.
Is it safe to use jewelry cleaners? Jewelry cleaners may contain abrasives that are harsh on some metals and gemstones. A mild soap and a very soft cloth or brush are the safest cleaning options.
What to do with persistent dirt or stain on my jewelry? Soak your jewelry in clean water for 5 to 10 minutes to remove stubborn dirt, but this should not be used for jewelry with pearls or materials sensitive to humidity.
How should I care for my gold jewelry? Gold is a soft metal and prone to scratches. Avoid harsh soaps, chlorine, and unknown chemicals. Regular cleaning and gentle polishing can maintain its luster.
How should I care for my silver jewelry? Silver jewelry needs regular cleaning to prevent tarnishing. Avoid contact with chemicals and keep it dry.
Do I need to worry about allergic reactions with sensitive skin? We select allergy-friendly materials, but individual factors can cause skin reactions. To avoid irritations, ensure proper ring fit, keep jewelry clean, and consider how you wear your jewelry.
What causes the green stain on my finger? Green or dark stains can result from metal reactions with skin, cosmetics, or environmental factors. It’s not an allergic reaction.
Returns FAQ
Is it possible to return or exchange the product if not satisfied? No, all our goods are considered “goods made to the consumer’s specifications,” as defined in Article 2(4) of the EU Consumer Rights Directive (2011/83/EU). Here’s why:
Non-prefabricated goods: The goods have not yet been manufactured at the time of the order and will only be produced after the customer has made their individual choices.
Individual choice or decision by the customer: The customer makes specific choices about important characteristics of the goods, such as material color, gold content, silver content, natural or laboratory-grown diamonds, diamond clarity, and size. This results in a unique product made specifically for that customer.
These specific customizations make the jewelry unique and personal to the customer. This means the product is difficult to resell to another customer in the same form. Therefore, such a product falls under the exemption of goods made to the consumer’s specifications or clearly personalized, as defined in Article 16(c) Exceptions from the right of withdrawal, and is not subject to the standard 14-day right of withdrawal.
The same applies to the purchase of loose gemstones.
This means that we do not accept returns.
IGI and GIA Certificate
Natural diamond weighing 0.50 carats or more come with an IGI or GIA certificate. For a laboratory-grown diamond with VS clarity, this is 1 carat or more. However, for laboratory-grown diamonds with SI clarity, we do not offer certification.
You can find more certified and non-certified gemstones on our “More Custom Jewelry” and “Gemstones” pages.