By creating an account, you'll be able to track your online orders easily and enjoy faster checkouts in the future, as you won’t need to re-enter your personal information.

Unfortunately you are unable to do this within your account. We ask that you contact our customer service team that will be more than happy to make any changes to your account.

Our website uses a secure server layer (SSL) technology to ensure your credit and debit card transactions are safe. Each order undergoes fraud checks and authentication before fulfilment. We encrypt all personal information you provide, including your card details and address, to securely transmit it over the internet.

While we take reasonable measures to protect your data, we cannot be held liable for any loss due to events beyond our control.

Please see our Terms & Conditions page.

Please see our Privacy & Cookies page.

We accept most well-recognised payment cards; which include Visa, Mastercard, Maestro, American Express, Discover and Union Pay.

You can also utilise express checkout with Apple Pay, Google Pay, ShopPay and Paypal, which offer ease, convenience and additional data protection.

We also offer Klarna as a payment option; which allows multiple ways of splitting or delaying your payments.

Depending on your location whilst browsing the website, the prices you see before proceeding through checkout may or may not include taxes.

In countries where variable taxes are used, the final price will be displayed before submitting your order, and after you have entered a shipping address. Prices displayed before this stage will be without all taxes and duties.

We do not offer tax-exempt sales online, and we ask that you contact our customer service team for additional support in this instance.

Your order will generally be dispatched within 1-2 working days once it has been processed, for pieces that are currently in-stock.

For personalised or made-to-order items, it may take longer to craft and prepare for shipment, typically 4-5 weeks.​

For pre-ordered pieces, please refer to the lead time given on the product page. 

Bubblegum by RF necklaces order will take up to 2-5 days to be dispatched unless stated otherwise on the product page.

You will receive a notification with tracking details once your order has been dispatched, so you can follow its progress​.

If you have any specific concerns about your order, or need more detailed timing, feel free to contact their customer service team for assistance.

Once you have placed your order, if you need to make changes or cancel it, please reach out to our customer service team as soon as possible at hello@roxannefirst.com. The team will try their best to assist with order changes or cancellations before the order is processed or dispatched.

For personalised and made-to-order pieces, please contact us within 24 hours of placing your order. Past this period, we will not be able to assist with any changes or cancellations.

If your order has already been dispatched, unfortunately, it will not be possible to cancel or modify it. In this case, you will need to wait for delivery and follow the return process.

For safety and security reasons, we are unable to accept phone orders. All orders must be placed through our website or in our London store, which ensures that your payment and order details are handled with the highest level of protection.

If you need any assistance with placing an order, or if you have any questions, please feel free to contact our customer service team at hello@roxannefirst.com.

We use multiple styles of packaging for different types of item we offer; selected based on the size, shape, weight and movement of each piece. Unfortunately, we are unable to accommodate specific requests regarding packaging preferences.

Yes, we offer a gift-wrapping service. You can select the gift wrap option during checkout. This will ensure your order arrives beautifully-wrapped, and ready to give as a gift​.

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances.

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

If we have accepted a cancellation or return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately. Once accepted, refunds will be processed within 5-7 business days.

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Roxanne First run credit searches against you that could impact your credit rating.

Payment information is processed securely by Klarna. No card details are transferred to, or held by us. All transactions take place via connections secured with the latest industry standard security protocols.

Our delivery options depend on your shipping address and purchase amount:

UK Delivery

Standard Delivery is £6, or free with orders over £250.

Delivery will take place within 2-3 working days of the date you receive shipment confirmation. We deliver to UK addresses with Royal Mail and DHL, and we require a signature upon receipt.

International Shipping

Standard Delivery is from £25*, or free with orders over £500*.

Delivery takes place within 2-5 working days of the date you receive shipment confirmation. We deliver to international addresses with DHL, and we require a signature upon receipt.

* Charged in your relevant currency

When shopping on our website and selecting a different currency than GBP (£), the item's displayed price excludes UK VAT. Instead, local taxes and duties specific to your destination are calculated and added to the total at checkout. This transparent process ensures that all necessary charges are prepaid, avoiding unexpected fees or customs delays upon delivery.

All orders sent from us are fully insured during transit. Whether your order is being sent via Royal Mail or DHL, it will be covered against loss or damage, and we ensure that a signature is required upon delivery for extra security.

Once your order has been dispatched, you will receive an email containing tracking details. This email will have a direct link to the courier's website (either Royal Mail or DHL), where you can track the progress of your delivery.

If you haven't received tracking information ,or if you'd like a more detailed update, feel free to reach out to our customer service team at hello@roxannefirst.com. We'll be happy to assist you with your delivery status​.

When you choose to collect your order in-store at Roxanne First, your items will be held at the store for up to one week from the date of your order​ (excluding personalised orders). During this time, you can come in to pick up your items at your convenience during the store opening hours.

If you are unable to collect your order within the week, please get in touch with us as soon as possible so we can assist you with extending the collection time if possible.

Once your item is ready for in-store collection, you will be notified via email.

For personalised pieces and pre-order items, please refer to the lead time given at the time of purchase for an indication of when to expect your order should be ready for collection.

Someone can collect your order on your behalf from the store. However, for security reasons, we ask you to contact us directly in advance to confirm the details and ensure everything is arranged. You will need to provide identification or an authorisation note for the person collecting the item.

Yes, some products at Roxanne First do require additional lead time: pre-ordered, personalised, or made-to-order items.

For example, our personalised pieces and made-to-order typically take around 4-5 weeks to be produced and delivered​. While we always strive to get these items to you as quickly as possible, there may occasionally be delays outside of our control. If this happens, we will notify you as soon as possible​.

For standard items, that we carry ready-made stock of, processing and delivery times are quicker, but if you're unsure about the lead time for a specific product, please don't hesitate to reach out to our customer service team.

For the most accurate timescale, it’s always best to check the lead time on the product page, or contact our customer service team. If there are any delays with your pre-order, we will notify you promptly.

We don't offer the option to ship items to multiple addresses in a single transaction. If you wish to send purchases to different addresses, you will need to place separate orders for each location. This can be done through individual checkouts for each address.

Check Tracking Information: Once your order has been dispatched, you will receive tracking details via email. Please check this information for the most up-to-date status of your delivery​.

Contact Us: If you haven't received tracking updates or if you're concerned about the delay, please reach out to us directly at hello@roxannefirst.com. Our customer service team will be happy to assist you and provide additional information​.

Consider Lead Times: If your order contains a made-to-order, pre-ordered or personalised item, please note that these are on a longer lead time which may result in longer waiting times​.

We understand that some purchases might not be quite right, so we will accept returns on unworn and unaltered jewellery for up to 14 days after the date of delivery.

For hygiene reasons, please be aware we will not accept any returns for earrings if the hygiene seal has been tampered with.

All items MUST be returned in their original boxes. 

We do not accept returns or process refunds on any personalised, made-to-order or bespoke orders, unless the product is damaged, defective or faulty when delivered to you.

We reserve the right to deny any unreasonable returns or exchanges, such as on items that have been worn, damaged after receipt, or altered.

Please note, 'Archive Sale' or 'Sample Sale' styles are one-off sample pieces, or older collections, and we do not accept returns on these items. All sales are final.

All returns are at your own cost and you are responsible for the piece until it reaches our studio. We would suggest using a trusted carrier, and keeping your tracking details until we have confirmed safe receipt of your return.

Approved returns will be credited to the original form of payment within 10 business days after receipt and processing.

1. Contact us with your return request at hello@roxannefirst.com, and we'll respond with a returns form to complete.
2. Ensure your completed form is placed with the item(s) you are returning in the parcel.
3. Return your parcel carefully-sealed, using a trusted carrier, to the following address, and keep your tracking number for reference purposes:
C/O Returns, Roxanne First, 97 Walton Street, London, SW3 2HP
4. We'll keep you informed on the progress of your return, and refund if applicable.

Please note that your return will not be accepted if these steps have not been followed.

1. Contact us with your return request at hello@roxannefirst.com, and we'll respond with a returns form to complete, along with a DHL return label.
2. Ensure your completed form is placed with the item(s) you are returning in the parcel.
3. Print and attach the DHL returns label to your package. You can then book a free home collection, or drop your parcel at the closest DHL drop off point.
4. We'll keep you informed on the progress of your return, and refund if applicable.

Please note that your return will not be accepted if these steps have not been followed.

International returns are subject to a return processing fee, which will be deducted from your refund.

Return Processing Fees:
USA - $33
EU - €30
Rest of the World - $40

We do not offer online exchanges at this time. If you wish to exchange an item, the easiest way is to return your current item and place a new order.

If you need help selecting a different size, diameter or colour, please contact our customer service team at hello@roxannefirst.com.

Alternatively you can return your item to our London store for an exchange within 14 days of the delivery.

In the very rare instance that you receive a defective or incorrect item, please email hello@roxannefirst.com within 5 days of delivery with photographs of the relevant piece. We will send you a prepaid return label for the incorrect or defective item so that it may be sent back to us and replaced with a replacement or correct item.

We do not accept returns for bespoke, made-to-order, or customised items. If you experience any problems with your bespoke jewellery, please see our repair policy or contact our customer service team at hello@roxannefirst.com.

You may exchange or return unworn Roxanne First items purchased at our London store within a 14-day period for a one-year credit note. Items purchased in store cannot be returned through the post.

Our general return policy is also applicable to all in-store purchases. Your legal rights remain unchanged.

Roxanne First offers a 12-month warranty on all pieces purchased directly from our official website or physical store. The warranty covers defects in materials or craftsmanship under normal wear.

Important note: Pieces not purchased directly through Roxanne First, i.e. from other retailers or third-party websites, are not eligible for our warranty coverage. However, for these items, we may offer repairs at a fee, provided specific conditions are met (see Section 5).

Covered by Warranty:
- Structural defects due to manufacturing errors
- Broken clasps within the first 12 months due to faulty craftsmanship or materials

Not Covered by Warranty:
- Damage resulting from wear and tear, improper handling, accidental damage, or exposure to chemicals or extreme conditions
- Broken chains
- Tarnishing of metals, as this is natural and expected and simply needs to be polished

If your item was purchased directly from Roxanne First, and is within the 12-month warranty:

1. Please provide your original order number or purchase receipt.
2. Email clear, close-up photos of the damaged piece to our customer service team at hello@roxannefirst.com.
3. Once we receive your information, our team will assess whether the repair is covered under warranty.
4. If eligible, we will confirm the repair timeline, which typically takes 4-6 weeks. For out-of-warranty pieces or wear and tear related issues, a repair fee will apply.

For items that are past the 12-month warranty period, we offer repairs for a fee. Fees vary based on the extent of the repair required.

1. Email with photos of the item, original order number and details of the issue at hello@roxannefirst.com.
2. We will provide an estimate of the repair cost and approximate repair timeline.
3. Once you approve, we will invoice you for the repair, and work will begin once payment is received.

Repairs outside of warranty will be accepted at our discretion, based on the condition of the piece and the availability of materials. We reserve the right to decline repair requests for items that are no longer under our warranty.

For items purchased from a different retailer or third-party source, please note the following requirements and limitations:

- You must provide proof of purchase from the original retailer.
- The item must no longer be under warranty with the original retailer, as we cannot honour warranties from other sellers.
- Repairs for non-Roxanne First purchases are offered at a fee, as these pieces are not covered under our warranty.
- If the repair is accepted, we will assess the piece, and once verified, provide you with a repair cost estimate.

Please note: Repairs for items not purchased directly from Roxanne First are accepted at our discretion, based on the condition of the piece and the availability of materials. We reserve the right to decline repair requests for items bought through other retailers.

- For all repair requests (warranty or non-warranty), the customer is responsible for shipping the item to Roxanne First. For warranty repairs, we will cover the return shipping costs.
- Repairs typically take 4-6 weeks once approved. We will notify you of any delays.
- For your security, we recommend using a tracked shipping method as Roxanne First cannot be held liable if the piece gets lost or damaged in transit.

Thank you for entrusting Roxanne First with your jewellery repairs. We are committed to ensuring your pieces retain their beauty and quality for years to come. If you have any questions, please don’t hesitate to contact us at hello@roxannefirst.com.

Every timeless piece, precious keepsake and treasured bespoke piece can be just as bright and beautiful when you reminisce about it decades later, as it was on the day you bought it. While diamonds, precious stones and metals are not easily damaged, a little TLC can keep them in good condition and prevent them from dulling over time, losing stones and being chipped or scratched.

Try to make your jewellery the last part of any outfit you wear to minimise contact with perfumes, sprays or lotions. Even a thin layer of oil or dust build-up can dull your jewellery.

If you are wearing your jewellery at the gym, beach, pool or in the shower and during any sport (yoga included) or physical work (including household cleaning), we recommend either removing and safely storing it to avoid dents, scratches and loosening diamonds from their setting, or taking extra care to avoid your piece from coming into contact with hard surfaces or harsh chemicals, including bleach and chlorine.

While there are several specialised ways to clean your jewellery, a soft toothbrush, mild dish soap and warm water usually does the trick in keeping it bright and sparkly.

Avoid storing jewellery in extreme heat or cold, in damp places or in direct sunlight. The easiest way to protect it from dust and damage is to use the Roxanne First packaging your piece came in.

The jewel in our crowns is, of course, diamond. Diamonds are one of the hardest materials in the world, formed over billions of years under intense heat and pressure. As a general rule, the value of a diamond depends on the 'four C’s': Colour, Cut, Clarity, and Carat (weight). We source our diamonds responsibly from an RJC and Kimberly Certified supply chain.

Other than diamonds, we also set our jewellery with ‘rainbow’ sapphires (including pink, yellow, orange and blue), garnets, and other precious and semi-precious stones. These gemstones are carefully evaluated for quality before becoming a part of Roxanne First’s vibrant fine jewellery pieces. Please allow for slight variation in the colour of the gems as they are all naturally formed.

In gold, carat is a measure of purity and 24 karat (k) gold is considered the purest. But pure gold is not practically usable in jewellery because it’s a soft metal. It needs to be mixed with alloys to make it more durable and resistant to scratching and denting. We use 9k, 14k and 18k gold within our designs.

Yellow Gold
Pure gold mixed with metals like silver, copper and zinc creates yellow gold.

White Gold
White gold is created by blending 24k yellow gold and other white metals also known as alloys; like zinc, palladium or silver.

Rose Gold
Our rose gold blush colour comes from a mixture of yellow gold and copper. The higher the percentage of copper, the deeper the reds in the gold.