*** Currently RockLove's processing time remains an average of 1-3 business days.  This does not include the shipping time needed by the US Postal Service and during COVID-19 we are seeing many packages arriving safely but without real-time tracking updates.  This is completely out of RockLove's control and we ask customers to have patience during this unprecedented time.  Please allow an estimated 3-5 ~additional~ business days for domestic delivery. ***

Packaging and Authenticity

Each piece arrives in a signature RockLove box or pouch to ensure safe travel, storage, and gifting! As RockLove grows and expands with new licenses, we've noticed more third parties selling our product on eBay and a slew of illegal imitations from overseas (especially the official video game merchandise). Genuine RockLove packaging ALWAYS includes the RockLove Logo! RockLove does NOT work in zinc alloy, pewter, or other white base metals... if a seller claims it as authentic product but it's not sterling, brass, or bronze... it's a knockoff! 

Shipping

***As a result of the ongoing COVID-19 impacts, the United States Postal Services may require more time to be delivered due to limited transportation availability and no longer accept or deliver international mail to several countries at this time. This is completely out of RockLove's control and we ask customers to have patience during this unprecedented time. Please allow an estimated 3-5 ~additional~ business days for domestic delivery.***

RockLove is a small business and normally requires an average 3 business days to make and ship your order. We are working as fast as we can to ship out everything and will update shipping times once this situation changes. We apologize for this inconvenience. Orders will be processed within a few business days after payment, Monday through Friday. Please contact us if you need  a more accurate estimated delivery time; if you are on a tight deadline, we recommend you upgrade to a quicker shipping speed. We will not process or ship any orders on national holidays.

Please Note: the postage you choose is USPS's estimated speed and service ~from the time the order ships from our warehouse~, not the overall amount of time it will take to arrive at your door from when you ~placed~ the order. Please, kindly account for that when estimating total ship times.

We are not responsible for returned, damaged, lost, or stolen packages, nor are we responsible for incorrect addresses. We ship to the address provided at checkout.

We are not responsible for replacing products marked as Delivered. If a package is marked as Delivered, and you don't see it: Check with your mail carrier (they may have "helpfully" tucked it behind porch furniture or planter), your family members (ooh I thought it was for me), and neighbors (you were't home and I haven't brought it over yet).  Call or visit your local post office and inquire with the tracking number.  It is there, and RockLove is not responsible for sending a replacement.

During the holiday season or a sale event, shipping may be delayed as we catch up on the influx of orders. RockLove reserves the right to put your order on brief back order; we will let you know immediately if we are out of stock, informing you of when we expect to ship your finished items, and if you prefer, we will grant you a full refund. 

USPS hasn't been updating tracking information on a regular basis, that's why an order sometimes seems to be stuck in a "Pre-Shipment" status.

With the significant increase in packages being shipped since stay-at-home orders were put in place, USPS is definitely running late with the shipments. **As of April 2020, United States Postal Services may require more time to be delivered due to limited transportation availability as a result of the ongoing COVID-19 impacts. This is completely out of RockLove's control and we ask customers to have patience during this unprecedented timePlease view the Domestic Shipping Options and International Shipping Options below for the potential shipping delays.** 

If your tracking information hasn't updated in 48 hours, please feel free to email our customer service team -- customerservice@rocklove.com.

YES we happily ship internationally! RockLove has orders daily from exotic destinations, and we are confident that your package will arrive safely no matter where in the world you live.

Once the package leaves the United States, we no longer have access so note that customs is your responsibility - any additional fees or pickup required is up to you. It is infrequent, but every country's policy is different. 

International orders include a customs number so if your package is taking longer than usual to arrive, you can use that identification to inquire with your carrier or local post office. As of now, international packages are taking fairly longer to be delivered, due to COVID-19 restrictions and guidelines.

Note: to help expedite processing your order, choose PayPal as your payment method.

**As of March 2020, United States Postal Services can no longer accept or deliver international mail to several countries due to COVID-19 service impacts. See all countries with temporary service and guaranteed-delivery suspensions. This is out of RockLove's control and we ask customers to have patience during this unprecedented time.** 

United States INTERNATIONAL Postal Services:

Express (3-5 business days // +3-4 business days)

Priority (6-10 business days // +4-5 business days)

First Class (7-21 business days // +5-7 business days)

Delivery time, which is not guaranteed, varies by destination. Most RockLove customers choose First Class International and they arrive without problem.  For countries susceptible to theft, First Class International actually arrives more consistently since they don't draw attention - however for the infrequent times a package goes missing, contact us for help. 

Refunds will not be issued if a package is marked as delivered or is still within the maximum allotted business day and COVID-19 delivery window.

**As of April 2020, United States Postal Services may require more time to be delivered due to limited transportation availability as a result of the ongoing COVID-19 impacts. This is out of RockLove's control and we ask customers to have patience during this unprecedented time.  Please allow an estimated 3-5 ~additional~ business days for domestic delivery.** 

United States DOMESTIC Postal Services:

Express (avg 1-2 business days // +2-3 business days)

Priority (avg 2-3 business days // +3-4 business days)

First Class (avg 3-5 business days // +2-3 business days)

These are business days in transit, not the total time it takes for the package to arrive in your hands. 

RockLove is a small business and requires about 3 business days to make and ship your order unless otherwise stated on the listing... so calculate accordingly. Refunds will not be issued if a package is marked as delivered or is still within the maximum allotted business day delivery window.

There are various shipping speeds offered during the checkout process.  Please choose accordingly and as stated above, account for business days and processing days.  If you are in a rush, order EXPRESS or at the least PRIORITY.

RockLove only ships via the United States Postal Service.

Order cancellation is not guaranteed. Please, make sure to verify the items you are ordering, and your shipping information prior to placing your order.

If you ordered the wrong item, or entered the wrong shipping information, please contact us as soon as possible. We strive to ship orders as fast as possible, and we can’t guarantee we’ll be able to stop the order before it ships.

Return/Exchange Policy

RockLove items may be exchanged up to fifteen (15) days from date posted as delivered.  All exchanges must be in pristine re-sellable condition, include all original packaging elements.

Please contact us first at customerservice@rocklove.com for return authorization before shipping back your jewelry.  Items shipped with out prior authorization from RockLove will be forfeit.

*** ATTENTION - RETURNS ADDRESS RECENTLY CHANGED ***

RockLove Returns
4101 Oakesdale Ave SW
Renton, WA 98057

We are not responsible for returned, damaged, lost, or stolen packages, nor are we responsible for incorrect addresses. We ship to the address provided at checkout.  Incomplete or incorrectly addressed deliveries can be reshipped at the customer's added postage cost. Shipping fees are non-refundable, even if orders are returned.

We are not responsible for replacing products marked as Delivered.  If a package is marked as Delivered, and you don't see it: Check with your mail carrier (they may have "helpfully" tucked it behind porch furniture or planter), your family members (ooh I thought it was for me), and neighbors (you were't home and I haven't brought it over yet).  Call or visit your local post office and inquire with the tracking number.  It is there, and RockLove is not responsible for sending a replacement.

RockLove does not accept returns for the purpose of repurchasing to claim a discount code or belated sale price.

RockLove does not accept returns on any retired collections.

Returns will be exchange for store credit.

We stand behind our jewelry and want customers to be satisfied.  However we are an independent business (and humans with feelings) so we reserve the right to refuse service if a customer is abusive, derogatory, or suspected to be a scammer.

Payment

All prices are in USD (United States Dollars) and can be conveniently converted using the Currency Conversion tool at the top right of the website. Payment can be made either with your PayPal account or with any major credit or debit card (Visa, Mastercard, American Express, Discover).

PayPal is a safe and secure way of processing transactions online and free for customers. It's our recommended payment method for international orders, as it can help expedite processing.

NEW: we also accept Affirm! Now you can pay your order in monthly installments with Affirm. If you're looking for different payment schedules, just choose the Affirm at checkout, and follow the simple steps to use it as your payment method.

Order cancellation is not guaranteed. Please, make sure to verify the items you are ordering, and your shipping information prior to placing your order.

If you ordered the wrong item, or entered the wrong shipping information, please contact us as soon as possible. We strive to ship orders as fast as possible, and we can’t guarantee we’ll be able to stop the order before it ships.

We offer a few very special items as pre-order and will ship to you as soon as they become available. If an order contains any items not on pre-order, we will ship those items sooner as available. The shipping charges will be based on the total of all pre-order and in-stock items, you will not pay double postage - it is our treat!

Please Note: when ordering pre-order items, kindly account for the production time when estimating shipping days. The postage you choose is USPS's estimated speed and service ~from the time the order ships from our warehouse~, not the overall amount of time it will take to arrive at your door from when you ~placed~ the order.

A valid credit card is required to place pre-orders. Your card will be run immediately as it reserves your handcrafted piece of jewelry and your order in line.  Once the product is produced, packages will begin shipping in order of transaction received.


We will always update the product listing with pre-order information, estimated delivery dates, when items begin to deploy, etc.  You will receive an automatic confirmation email with tracking number when your order is in the mail.  For pre-orders shipping in multiple waves, please read product updates carefully as transactions placed after explicit deadlines will not be shipped with the prior batch.

For questions about a pre-order, or to cancel the pre-order before shipment, please contact us at: CustomerService@RockLove.com

Jewelry Concerns & Care

All RockLove jewelry is handcast from the finest nickel-free sterling silver (925). It will not give you a base-metal allergic reaction and will not rub off on your skin, never turning it green. Be reminded that the pieces are purposely antiqued in various gradients for stylistic affect. We recommend you do NOT wear these pieces in the shower or a chlorinated pool since chemicals, soaps, and other body products can cause your jewelry to tarnish, plating to fade, or even damage the stones or pearls. We also recommend you do NOT sleep in these pieces since any loose jewelry can become entangled, snagged, and possibly broken; plus it is a precaution for your own safety. 

RockLove also works in artisan brass and bronze - oxidation depends greatly on the wearer's skin acidity. Black or green tarnish typically occurs when the metal is exposed frequently to sweat, showers, and swimming pools, however this oxide washes off the skin with soap and water, and it wipes off the piece with a bit of toothpaste (minty fresh, not heavy whitening) or a standard jewelry polishing cloth. 

Do not use electrosonic or chemical cleaners on your RockLove jewelry (sterling or brass!) - it will remove the blackened details and damage plating and enamel. Instead, use a jewelry polishing cloth, preferably with tripoli cleaning compound infused in the inner fabric, and then an outer sheet to polish. We recommend polishing with something *LIKE THIS.*

If you have purchased a RockLove item from a third party, all returns and exchanges must be handled though that retailer.

Jewelry purchased through RockLove.com has a warranty of up to 15 days after receipt... anything truly defective usually presents in the first wear.  Please email customerservice@rocklove.com with photographs of the issue for our review.  Items damaged by prolonged wear or catastrophic trauma (snagged violently on clothing, stepped on/slammed, gold plating worn off by exposure to chemicals, rock climbing...) do not fall under RockLove's return/exchange policy.

Please read the above FAQ about jewelry care - gold & rhodium plate, gemstones, pearls, etc. are affected by soaps, lotions, perfume, oils - there are so many different chemicals compounds, even in natural products, that it is impossible to isolate what products may strip plating.  Please avoid these chemicals as RockLove is not responsible for replacing your jewelry if damaged in this manner.

If your jewelry has been well-loved, a local jeweler should be able to reset your stone, replace your chain/clasp, or replate your gold.  Google local jewelers in your area.

RockLove's packaging is a beautiful enhancement to the customer experience however it is not the product. Defective jewelry will be replaced immediately but exterior packaging, short of catastrophic damage, is not valid for exchange, refund, or discount.

All licensed product goes through a rigorous approval process that can take months to years: sketches, sculpts, sampling, compliance testing, durability testing... every step ensures that the final item honors the storytelling and quality of the franchise it represents. Physical sculpt, chain length, chain type, finish, plating, enamel, size, price - these are all decisions made by designer/jeweler Allison Cimino.

RockLove does not alter officially licensed product.  Any changes a customer desires to make must be made themselves (or preferably with a local jeweler) and technically diminishes the jewelry from officially licensed status.

Chain Lengths: RockLove often chooses lengths that best accommodate a multitude of body types and genders.  However understandably, what is too short on some is too long on others. Customers are welcome to swap the chain to something else, but must do it themselves (or with a local jeweler) and are encouraged not to alter the pendant itself.

Finding Ring Size: Rather than using online print-and-cut paper sizers, it is honestly best to go to a professional... any jewelry store or pawn shop will have a ring sizer which they can slip on your finger right there. Be sure to size the finger you want to wear it on because your dominant hand (writing hand) is typically a little bigger.

In-Between Sizes: Choose whichever size you are closer to (Example: 8.75 should choose a 9 while an 8.25 should choose an 8).  However when you are exactly in-between, it often depends on the shape of your knuckle.  Rings can be more easily made larger, but should be stretched by a professional jeweler. If you are exactly in between sizes, order the smaller size and then your local jeweler can enlarge it.

International Size Converter: After confirming your size with a professional, you can convert to US sizes *HERE*

RockLove does not accept custom work at this time.  But thank you for your consideration!

Privacy Policy and Copyrights

RockLove values its customers and their privacy. Customer information provided online will not be sold or distributed to third parties. RockLove strives to maintain a secure and trustworthy relationship between all of its customers; please do not hesitate to contact us with any questions, concerns, or comments! 

RockLove is an internationally distributed brand with full copyright and trademark protection and is the sole intellectual property of owner/jeweler Allison Cimino - at no point may RockLove be deconstructed and/or sold under any other name nor used as components in the production of other products not licensed by RockLove.