We're committed to selling high-quality jewellery and watches that we hope you'll enjoy but we also know that, for one reason or another, there may be a time when you need to exchange or return something you've bought.
We are sorry but we cannot offer exchange or refunds on sale items or if your item has been specially made to order or personalised to your requirements (i.e. finger size altered, engraved, etc).
If you received a free gift with your purchase, you must return the free gift to be entitled to a refund.
Our Returns Policy does not affect your statutory rights.
For jewellery and watches purchased online at www.rox.co.uk, we will be more than happy to offer you an exchange or refund provided that your purchase arrives back to us within 14 days in its original condition, unworn, with the original packaging and sales receipt.
For jewellery and watches purchased in-store, we will be more than happy to offer you an exchange or credit note provided that your purchase is returned to us within 14-days in its original condition, unworn, with the original packaging and sales receipt.
How do I Return an Item?
You can return your unwanted items to any of our boutiques or you can post it to our Returns Processing Team. If you want to a exchange an item at a boutique, please check availability for the item online before visiting to avoid any disappointment. Our Returns Processing Team aim to process your return within 48 hours
Please ensure that your unwanted items arrive back to us within 14 days from the date you received it with the Security tag still attached and in-tact. Otherwise, you are not entitled to an exchange or refund.
Three Easy Steps
1. Request a returns authorisation number by signing into your ROX account, clicking My Orders and selecting the item(s) you wish to return. If you did not create an account when you checked out, then you may request a returns authorisation number here.
2. You will receive an email containing your returns instructions and a returns authorisation number. Print off the returns authorisation label attached to your email. Detach the returns label from the form and attach it to your parcel. Place the returns authorisation form in the box so we can process it quickly.
3. Carefully pack your item(s) in the original packaging. Ship your parcel to us via a secure courier who can trace and insure your item(s) for loss in transit (i.e. via Royal Mail Special Delivery). When you have shipped it, please log into your ROX account and confirm the shipping reference so we can track it.
If you are having problems with the returns authorisation system, then download and print a Returns Form. Please complete the form and include it with your return before posting it to the address below. You can download and print a Returns Form by clicking here.
All returns should be posted to:
PO Box 26984
Please note that you are responsible for returning the item(s) to us and you will need to pay for postage. If we have sent the item to you in error, we will refund your postage charges. We strongly recommend you obtain proof of posting and keep it safe.
How are refunds calculated?
Items returned because they are faulty or incorrect
If you are returning an item because it is faulty or because of an error on our part, we will refund the price paid for the goods, the delivery charges incurred in sending the item to you and pay your costs of returning it to us. We check all items returned as faulty. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.
Items returned within the 14-day period
Where you are cancelling your purchase within the 14-day period, and there has been no error on our part, we will refund the price paid for the goods to you. We check all items returned during the 14-day cooling-off period. In the event we find that the goods are not in their original condition or worn or if the security tag is removed, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.