We are a small independent company that works on a made-to-order basis. We do not keep any stock or mass-produce so all items are made only after you have confirmed and paid for your order. This is great because you then have the opportunity to request slight changes such as the desired polish (shiny, matte, brushed) or a reduction in size wherever possible, at no additional costs. You can also customise the current range with additional or different stones, or request the jewels in a different metal (options include bronze, brass, sterling silver, white gold, yellow gold, or rose gold). Please contact us via email at email@example.com to discuss and get a quote for those.
We require an average of 5-15 working days from your order date to produce your standard order from the options available in the shop. We may require additional time for personalised jewellery pieces. Shipping time will be additional and based on your location.
Payment is accepted via Paypal, using Paypal credit, a Debit or Credit Card. You do not need to have a Paypal account to use the Paypal payment system.
When completing your order, please provide your full name, your full delviery address, contact details such as a valid email and/or telephone number for delivery and custom purposes. These details will not be shared with any third party outside of the courier company used to deliver your package. Your details may be required by your local custom office if they need additional details about your package or your package is subject to import duties. Py providing these details, you will avoid any unecessary delays. Please note any duties or tax payments are the responsibility of the buyer.
You can cancel an order within 24 hours of confirming it by sending us an email via firstname.lastname@example.org and marking the subject: "ORDER CANCEL". After 24 hours, or if your order has been acknowledged via email, it is already in production, and you may no longer cancel it.
Welcome to www.rokuslondon.com. These general terms and conditions of use govern the access to and use of www.rokuslondon.com. The access to and use of this Website as well as the purchase of products on www.rokuslondon.com are based on the assumption you have read, understood and accepted these general terms and conditions.
ROKUS pieces are hand crafted to a high standard. We use 18 carat rose or yellow gold, or silver to plate our custom ROKUS jewels. Our fine ROKUS jewels include sterling silver, 9-18 carat yellow, rose or white gold. We use a variety of semi-precious and precious stones including black onyx, amethyst, cornelian, black, white or green diamonds all purchase by certified stone retailers in London.
We recommend you avoid direct contact with water, perfumes. lotions, creams and other chemicals, and also store your pieces away from heat, sunlight, moisture, hard surfaces, and other pieces of jewellery, preferably in a fabric lined box or protective pouch to avoid any damage or scratching.
Gemstones, precious and plated metals can naturally diminish over time but with the proper love and care your ROKUS pieces will remain beautiful for years to come.
As we are a small company, we do not keep any stock or mass-produce so all orders are only made once you have confirmed your payment. You can cancel an order from our standard range within 24 hours of placing it by sending us an email via email@example.com and marking the subject: "ORDER CANCEL". We will issue a refund within 48 hours.
Once your order has been acknowledged as in progress, you may no longer cancel it.
All personalised, customised and bespoke purchases are non-refundable.
All ROKUS pieces are hand crafted individually and checked for quality, however it you have received a jewel with a fault, that fault should be flagged within 7 days of receipt via firstname.lastname@example.org. Please provide a picture of the item and fault and wait for a response before returning it to us. We will repair the fault at no additinal cost to you before returning the jewellery piece to you.
For damages that are not due to a production defect, we offer an after care service that includes re-plating, re-polishing and more. Costs apply, please contact us via email@example.com to discuss.
Due to the handmade nature of our pieces, please allow between 5 to 15 working days for production.
Delivery time will depend on your location and the service selected.
Large orders can be shipped in batches when ready if requested by the buyer. All additional shipment will incurr an additional postage charge to the customer.
All our items are sent by trackable delivery only to the address registered during the order process and will require a signature on delivery. Tracking details will be updated via your Paypal order and you should receive a notification if you entered your email details.
We are not responsible for any items returned due to a wrong address provided or because no one was available at the shipping address. If the item is being held by the delivery company, redelivery must be arranged by the buyer on the shipping provider's website. Any additional shipping costs for a change of address delivery will be paid by the customer. The customer will be responsible for paying any additional postage and packaging costs incurred if the package is returned to sender and has to be resent to the customer. Refund will not be issued for returned items. These items will be held until the buyer requests and pays for redelivery.
For European or international delivery, we advise you to select a courier method to avoid customs and delivery delay. Royal Mail is not a courier method.
FOR UK MAINLAND ORDERS
Free shipping as of January 2018 to all UK Mainland addresses. All items are sent using next day recorded signed delivery, which aims to deliver the next working day after dispatch. You are require to sign for the package.
We are not responsible for any issues with delivery. If your package is lost or delayed, please contact Royal Mail to make a claim.
If you would like to use an alternative courier service, please let us know, you will be responsible for any additional costs related to change of delivery service.
FOR ALL EU AND UK NON-MAINLAND ORDERS
ROYAL MAIL INTERNATIONAL SIGNED FOR
The standard postage and package charge is £15. This method includes loss or damage compensation of up to £300 and aims to deliver within 15 working days, although not garrantee. Please note that this method does not include any customs paperwork or taxes and may lead to delays in customs depending on countries of delivery. We do not advise you use this method if the package is to be delivered in Italy as this country has particularly longer processing times (3 to 6 weeks in average). All compensation claims will have to be made by the buyer with the royal mail on their website after their minimum delivery time.
We will not issue any refund for delayed and lost delivery. You will need to make a claim via the royal mail website.
If the package is marked 'in transit', please contact your local customs office to check if any paperwork or payment is required.
Standard cost is £25. Delivery can take up to 5 working days after dispatch date. This does not include any custom charges applied in the recipient country. The buyer is responsible for paying any custom charges as required. All delayed delivery and lost package details as above apply. Please check delivery company and contact them in case of delay or loss. Please provide us with your email and phone number for any custom or duties query.
Standard cost is £45. Delivery can take between 1 to 2 full working days after dispatch date. This does not include any custom charges applied in the recipient country. The buyer is responsible for paying any custom charges as required. All delayed delivery and lost package details as above apply. Please check delivery company and contact them in case of delay or loss. Please provide us with your email and phone number for any custom or duties query.
FOR ALL US / CANADA / AUSTRALIA ORDERS
Standard cost is £25. Delivery can take between 2-3 working days after dispatch date. This does not include any custom charges applied in the recipient country. The buyer is responsible for paying any custom charges as required. All delayed delivery and lost package details as above apply. Please check delivery company and contact them in case of delay or loss. Please provide us with your email and phone number for any custom or duties query.
UNFORTUNATELY WE CANNOT POST TO PO BOX ADDRESSES
For information about delivery to any country not mentioned above please feel free to contact us.
Loss and damage compensation is covered in the postage and package fee. Please contact us for details on how to make a claim with the delivery company used.
The entire content of the www.rokuslondon.com website, including all copyright, logo, trademarks and other intellectual property rights it contains, including the use of the name ROKUS is the sole property of ROKUS and its proprietor. You not are entitled to copy, reproduce, transmit, create derivative works from the material for personal or commercially use.
All intellectual property rights on this website belong to ROKUS and its owner.