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ROXSOLID Guarantee

At we are always striving to go the extra mile. We know that you want a high quality product and for it to reach you as quickly as possible.   We also recognise that sometimes we don’t get things right first time.   That’s why we have some straightforward ROXSOLID guarantees to you, our valued customer.

If you want to exchange or return an item

If you find your purchase to be unsuitable we are happy to exchange or refund it within 14-days. We will dispatch the exchange or process the refund within 48 hours of receiving the return. We won't charge you postage for sending the exchange to you.

If your order is late

Send us an e-mail to  We'll reply by the end of that day to track down the order and resolve the issue. We'll also give you 10% off your next order.

If your order is wrong or faulty

Send us an e-mail to We'll reply by the end of that day. We will refund your postage for sending it back and dispatch the new item on next day special delivery when we receive your return. You'll also receive 15% off your next order.

If your order is cancelled

If in the very occasional circumstance your order has to be cancelled, we will offer our expert guidance to find an alternative. You'll also receive 20% off your next order for the inconvenience.

If you find your item cheaper elsewhere

If in the unlikely event that you find a cheaper price for the same jewellery or watch, we''ll match the price for up to 7 days after you have bought from us. Send us an e-mail to and we'll refund the difference within 48 hours.

Click here to see our Price Promise Terms & Conditions.

If you have a complaint

If you're not completely happy with our service, we'd like to hear about it - that way, we can do something to put it right. Send us an email to and we'll respond to you within 24 hours explaining what action will be taken. We'll do our best to resolve your complaint immediately.

Click here to see our Complaints Procedure.

Need more help?

You can also contact us by telephone on 0800 0124 363 (Monday-Friday 9am-5.30pm) where our trained staff are always happy to assist you.

Conflict Diamonds

All our diamonds are guaranteed conflict-free. ROX only trade with diamond suppliers who are fully compliant with the Kimberley Process and System of Warrantees.

Read our full policy on Conflict Diamonds

Dirty Gold

ROX have been supporters of the 'No Dirty Gold' campaign since 2009. ROX supports the Council for Responsible Jewellery Practices to promote and develop responsible social, ethical and environmental business practices - from mine to retail.

Read our full policy on Dirty Gold

WEEE Regulations

ROX are compliant with all WEEE Regulations for the safe disposal of electrical equipment beyond its useful working life.

Read our full policy on WEEE Regulations