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 if your item has been specially made to order or personalised to your requirements (i.e. finger size altered, engraved, etc).
Under the Consumer Contracts Regulations 2013, you may return goods ordered via www.rox.co.uk and obtain a full refund of the cost of the good/s you have ordered, provided you notify ROX your intention to do so within 14 days of the date of receipt by you (in the case of a multiple order, within 14 days of receiving the last item). You will then have a further 14 days to return the goods from this notification date. We will aim to send you a full refund within 14 days of receiving the goods from you. Your order must be returned to us in its original condition, unworn, with the original packaging and security tag in tact.
You may return goods purchased in any of our boutiques for 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.
Returning Faulty Goods
Under the Consumer Rights Act 2015, if any goods delivered to you are faulty or unfit for purpose, provided you notify us within the first 30 days of purchase, you can ask us to send you a full refund or, if you prefer, exchange or replacement.
After 30-days, we will repair the goods free of charge or, if we decide, replace them provided that you report the fault within six months of purchase. If the repair or replacement within the first six months is unsuccessful, then we will provide you with a full refund instead. After six months, your statutory rights as a consumer continue to apply.
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 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 notified us of your intention to cancel your order with the Security tag still attached and in-tact. Otherwise, you are not entitled to an exchange or refund. If you received a free gift with your purchase, you must return the free gift to be entitled to a refund.
Don't have an account?
If you did not create an account when you checked out, then you may request a returns authorisation number here.
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 or download and print a Returns Form by clicking 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 unless we have sent the wrong item to you or if your item is faulty. If we have sent the wrong item to you in error or if your item is faulty, please email firstname.lastname@example.org and we will send you a pre-paid postage label to return your order to us. 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.
Resizing an engagement ring
Is your engagement ring choice too large or too small? Don’t panic.
If your ring requires to be re-sized we’re more than happy to assist and offer the first sizing free of charge. If we can’t size your ring, we will exchange it or specially order it in the correct size.
Simply take the ring to your nearest ROX boutique where we’ll check your partner’s finger size and send it to our workshop to be resized. It normally takes 3-4 days to size but we do offer a same day service in Glasgow if you are in a hurry.
Alternatively, you can post your ring to our Returns Processing Centre for sizing at our workshop.
Please post your ring to:
PO Box 26984
Please note that you are responsible for postage costs and are strongly advised to retain proof of postage.