Complimentary insured shipping on every order · Lifetime craftsmanship guarantee

About Contact
Rings Earrings Necklaces Engagement Bridal Bracelets Pendants Bangles All Jewelry | Portfolio Journal

Service

Refunds & returns

Product Excellence Guarantee

Every product you buy from us must be free of defects, or you may return it immediately for credit or replacement. All jewelry items are covered by a 3-month manufacturer's warranty covering defective parts experienced under normal wear and the labor required to repair them. We cannot warranty any stones that we did not furnish. Our warranty is valid only at Raquel Roche' Boutique. Improper repair or warranty service performed by someone other than Raquel Roche' Boutique will void this warranty. All jewelry is genuine, authentic and of consistent high quality and value.

Raquel Roche' Boutique disclaims any liability for consequential or accidental damages for breach of written or implied warranty of this item, including merchantability or fitness for a particular purpose. This warranty gives you specific legal rights, and you also have other rights which vary from state to state. Our warranty is valid only in the USA.

Ring Sizing

All jewelry can be re-sized for up to 1 month for a nominal fee. You will be responsible for shipping charges when sending an item to us for re-sizing. Re-sizing will take approximately 2–7 business days. Eternity rings cannot be re-sized. Eternity rings incorrectly ordered with the wrong size do not fall under warranty. If you decide to return an eternity ring that does not fit, a 30% restocking fee will be applied.

Stone Replacement

We will replace a missing diamond or gemstone on certain jewelry for up to 3 months after purchase, free of charge. This warranty excludes any jewelry merchandise that has lost a single diamond or gemstone with a total weight of 0.12 carat or larger.

What Is Not Covered

Our 3-month warranty covers manufacturer's defects only. It does not cover:

  • General wear and tear such as scratches, dents, or nicks
  • Missing stones (except as noted above)
  • Water damage (although our jewelry is moisture-resistant)
  • Fading or chipping of material due to handling
  • Lost or stolen parts
  • Damage due to personal misuse or negligence
  • Accidental damage to the item while in the consumer's possession not caused by a defect in material or workmanship

Refunds

Stock pieces may be returned within 30 days of receipt for a full refund, provided the piece is unworn and in its original packaging. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.

Please send any returns to: 228 Park Avenue PMB 55828, New York, NY 10003.

Late or Missing Refunds

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company — it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and still have not received your refund, please contact us at hello@raquelroche.com.

Sale Items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@raquelroche.com and send your item to: 228 Park Avenue PMB 55828, New York, NY 10003.

Custom and bespoke commissions are final sale once production has begun. We are happy to discuss adjustments at any point during the design phase.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

Shipping Returns

To return your product, mail it to: 228 Park Avenue PMB 55828, New York, NY 10003. You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.

How to File a Warranty Claim

  1. Email hello@raquelroche.com describing the defect and include photos.
  2. We will review your claim and respond within 2 business days.
  3. If approved, we will provide a prepaid shipping label for the item.
  4. Once we receive and assess the piece, we will repair or replace it at no charge.

Questions? Reach us at hello@raquelroche.com or through our contact page.