FAQs

Frequently Asked Questions

Have something to ask us? Check the Roxanne First FAQs for a quick answer, or get in touch with us and we’ll be happy to help. Email hello@roxannefirst.com with your queries and we’ll respond as soon as we can.

Sizing

How can I check my ring size?

Follow our sizing guide to measure your ring size. Alternatively, you can step into our London studio any time to find your best fit.

Orders

Do you ship internationally?

We currently ship within the United Kingdom, Europe, Asia and America. All pieces are priced in Pounds Sterling.

How much does shipping cost and when will I receive my order?

For UK customers, your fully-insured shipping costs £7.50 if your order is under £350. If it's over £350, delivery is free. We take 3-5 working days to process and deliver your purchase. Need more shipping details? Check out the delivery section to find out more.

Re-Stock Alerts

The piece I want to purchase is not in stock

If the piece of jewellery you’ve been meaning to buy is out of stock, you can request a re-stock notification. We’ll let you know as soon as it is available again.

Payments

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Maestro PayPal and Klarna.

Are payments secure?

Yes, we ensure secure payments when you make your purchase online. Our online store is certified Level 1 PCI DSS Compliant.

Do I need to pay tax?

A 20% VAT is applicable for all orders that are shipped within the United Kingdom. All orders shipped outside of the United Kingdom will be required to pay tax and duty at the checkout page, and your goods will then pass through customs without delay. 

Gifting

Do you offer a gift-wrapping service?

Yes, we wrap gifts for an additional £5 which will be added to your bill when you tick the Gift Wrapping box at checkout.

Care

How should I take care of my Roxanne First piece?

Caring for your jewellery will help it stay beautiful. Check out the Roxanne First Materials and Care page to learn how you can keep your jewellery looking like new for years to come.

Returns

What is your return policy?

We hope you love your Roxanne First piece, but if you do change your mind, you can return it to us within 14 days of receiving your order. For more information, see our Returns and Exchanges page.

Repairs

Do you repair damaged pieces?

We understand accidents happen when your jewellery is a part of your everyday life. You can use our repair service to evaluate the damage to your piece and get it fixed for a reasonable charge. Please email us at hello@roxannefirst.com and we’d be happy to help.

Warranty

Does my order include a warranty?

We stand by our commitment to deliver your jewellery in perfect condition. If, however, your piece arrives with any defects, please don't hesitate to contact our Customer Care team or reach out to us at hello@roxannefirst.com, and we will take care of this for you.

We are happy to extend a complimentary 1 year limited warranty on all fine jewellery purchases. This warranty encompasses any quality issues arising from manufacturing defects, such as loose diamonds or prongs, missing pavé stones, and broken clasps.

For damages attributed to normal wear and tear, a fee will be determined following an assessment of your piece by our studio. Once the fee is established, a representative from Roxanne First will be in touch to arrange payment.

Please note that our one-year warranty excludes issues resulting from normal wear and tear, including scratches, dents, broken (or snapped) chains, misshapen bands, or cracked stones. Additionally, re-sizing, lost, or stolen pieces are not covered under this warranty.

Should you need assistance with a broken chain, we are more than happy to help with the repair. Please reach out to our customer care team who would be happy to assist. 

We are unable to assist with a repair if your piece has been altered by a third party.

Shipping for return to repair is at the cost of the customer, Roxanne First accepts no responsibility for pieces in transit back to us for repair.

Stockists

Do you have any stores where I can buy your jewellery?

We would love to invite you to our store on 97, Walton Street, SW3 2HP. We also have a selection of our collection at Liberty, London. 

Personalisation

Can I return or refund personalised jewellery?

We cannot accept returns or process refunds on any personalised orders made, unless the product(s) were damaged, defective or faulty when delivered to you or have been incorrectly delivered.

Our order time for bespoke orders is up to 21 working days. Please note, as this is a bespoke service, sometimes delays do occur. We cannot be held responsible in the rare event that your order is delayed but we will do our best to keep you updated.

Gift Cards / R.F Treats / Store Credit

Is there an expiration date on a gift card or store credit?

Yes, please note that your gift card or store credit is only valid for 1 year from purchase or receipt.

Sales and Promotions

An item I purchased has been reduced in price or is included in a promotion. Can I get a refund? 

We are happy to offer our customers a 7 day price protection guarantee. If an item you have ordered in the last 7 days is included in a promotion or reduced in price we will honour the new price and refund the difference. You must contact us to arrange this. 

If your item was purchased beyond 7 days ago, but within the returns window, you're welcome to return the item and repurchase it at the new price. This does not apply to earrings which are non returnable. 

I purchased an item and now there is a Gift With Purchase promotion, am I eligible for the gift retrospectively?

Gifts with Purchase are only eligible on orders placed for the duration of the promotion of the 'gift with purchase'. If you placed an order prior to the promotion going live your order is not eligible for the gift. Please note, if you purchased a piece with a Gift with Purchase, should you wish to return this piece for a refund, you must also return the Gift with Purchase item to receive a full refund.