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 firstname.lastname@example.org with your queries and we’ll respond as soon as we can.
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.
I've purchased a piece that doesn't fit. What do I do?
We’d be happy to replace the piece with another size if we have it in stock, or you can return the jewellery to us within 14 days of purchase. Please see the returns section for more information. If you would like to resize a ring, please reach out to us at email@example.com with the subject line ‘Resize’.
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.
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.
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 to UK and Europe. This tax is included in your listed retail price.
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.
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.
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.
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 firstname.lastname@example.org and we’d be happy to help.
Does my order include a warranty?
Your Roxanne First piece comes with a one-year manufacturing warranty. All our jewellery goes through a series of thorough checks it is shipped, but in the event that you do find a manufacturing defect after you've received your piece, you’re covered. Should your jewellery break due to a manufacturing defect within a year of purchase, we will repair your piece free of charge.
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.
Do you have any stores where I can buy your jewellery?
We have limited collections at both Brownsfashion and Liberty. Once in a while, also host pop-ups where you can pick up and play with your favourite Roxanne First pieces. Sign up for our newsletter to be in the know about our next pop-up.
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.