Get Support

If, for any reason, you are not completely satisfied with your purchase, you may return it within 60 days of purchase or exchange it within 100 days as long as the item(s) does not show any signs of being worn or damaged and meet the requirements outlined in our return/exchange policy.

For an IN-STORE return:
Refunds will be issued in the same form as original payment.
Credit card refunds: Please allow 5–7 business days from the date the refund is issued for your card issuer to process and post the refund to your account.
Cash purchases: If you are receiving a refund check, please allow up to 10 business days for delivery.
If your refund falls outside of these timeframes, please contact our Guest Support Team by filling out the form below and we’ll be happy to assist you.
For an ONLINE ORDER return:
Once your return is received at our order center; whether returned in-store or by mail, it will be processed within 1–2 business days. You will receive an email confirmation once your return has been completed. After processing, please allow 5–7 business days for the refund to post to your original form of payment.
If your refund is outside of this time frame, start a CHAT and an associate will be happy to check the status.

We strive to accommodate order modifications when possible. However, in some instances, you may need to place a new order to make the desired changes. For specific questions, start a live Chat for further assistance.

Processing time includes credit card authorization, verification, fraud screening, and any sizing or special preparation needed before your order ships. The “Ships By” date listed on each product page reflects this processing time.

Once your order has shipped, you will receive a Shipping Confirmation email with tracking information, and you can also check your order status online by clicking here.

Some items may ship separately even if ordered together. The expected arrival date for each item is included in your Order Confirmation email if you have not selected in-store pickup.

For more details, visit our Strong>Shipping Information page.

When your order arrives at your selected store, you will be notified by email and phone call that it is ready for pickup.
For security purposes, only the person who placed the order may pick up the merchandise. You will be required to sign for your purchase at the time of pickup.
To pick up your order, bring two of the following:
State-issued ID or driver’s license
Credit card used for purchase
Order number or printed receipt (confirmation email is acceptable)
You will have 14 days from the date we contact you to pick up your order. If you need additional assistance, our jewelry professionals will be happy to help when you arrive.

For more details, visit our Strong>Shipping Information page.

Please take a picture of the item to show us the issue and then start a CHAT and an associate will be happy to assist you with your concerns.

An adult signature is required for insurance and security reasons and to ensure your purchase arrives safely in your hands. If you aren’t home to sign for the package, it is possible to make other arrangements.

Currently, we do not ship internationally, except to U.S. military bases. We also do not ship to freight forwarding services.

Yes! Our financing gives you multiple choices on how to pay for your item(s), even zero down-payment options! Terms & conditions apply, subject to credit approval. Learn more about our in-house financing.

ONLINE: You can access your credit account to make online payments or look up account details by clicking here: Pay My Bill

To pay online, you must first register a new account. To register a new account and set up your online profile, click here to register and set up your online account. You can obtain your account number by calling our credit department, Monday - Friday 8:30 a.m. - 5:00 p.m. CT (800) 800-326-4116 Dial Opt. #2 Credit Assistance.

For general information such as your current balance, available credit amount, or last payment date and amount, call our toll free automated guest information line at (866) 861-4835.

IN-STORE: Use cash, check, or debit card to pay your bill at any Rogers & Hollands or Ashcroft & Oak store.

BY PHONE: Have your bank routing number and account number, or debit card ready when you call. (A nominal processing fee applies) Hours are Monday - Friday 8:30 a.m. - 5:00 p.m. CT 800-326-4116 Dial Opt. #2 Credit Assistance.

BY MAIL: Send your payment payable to Rogers Enterprises, include account number, and send to:

Rogers Enterprises
P.O. Box 88301
Chicago, IL 60680-1001

You can find your APR on the RETAIL ACCOUNT ("AGREEMENT") you received when you opened your credit account. It’s important to note that the APR rate is determined based on the state in which you apply for a credit line and not your residential address. For example, if you applied at our Orland Park, IL location, but you live in Indiana, your APR would be the rate associated with Illinois.

If you need to request a copy of your agreement, please call us Monday - Friday 8:30 a.m. - 5:00 p.m. CT (800) 829-2600 Dial Opt. #1 Guest Service, then Dial Opt. #2 Credit Assistance.

Click to view the current official Terms & Conditions of the RETAIL ACCOUNT ("AGREEMENT")

Orders under $1500, enter your full 16-digit account number at checkout. If you do not have your account number, or are unsure if you have an account, start a CHAT and an associate will be happy to assist you.
Orders over $1500, Select Place order and our Credit Team will review your order, and orders are subject to credit approval.

Rogers & Hollands | Ashcroft & Oak Rogers & Hollands | Ashcroft & Oak offer a convenient Long-Distance Inspection option for guests who are unable to visit a store in person, allowing you to maintain your We Will Guarantee. To participate, mail your item to our corporate office with:

- Your contact information (name, phone, email, return address)
- A copy of your receipt and/or last inspection
- A brief note explaining the reason for shipment (inspection, cleaning, etc.)

Shipping to us is the guest’s responsibility and must be sent via USPS Registered Mail with return receipt. We strongly recommend insuring the package for its full replacement value. Rogers & Hollands | Ashcroft & Oak are not responsible for loss or damage while in transit.

Please do not write our company name on the outside of the box.

Send to:
ROGERS ENTERPRISES, INC. P.O. Box 879
Matteson, IL 60443
Attn: Repair Department

Once inspected and cleaned, your item will be shipped back to you at our expense, fully insured via USPS with adult signature required. The average turnaround time is 14 business days from receipt. Each 6-month inspection includes inspection, cleaning/polish, documentation, and return shipping. If repairs are needed, our Repair Team will contact you. If the item is not under warranty due to a missed inspection, an estimate will be provided before any work is completed.

If you have not had a documented inspection within the last 6 months (therefore the item(s) is not under warranty), bring your item(s) into the nearest store location or mail it in for inspection, if it is found that there is an issue with your item, we will provide an estimate for how much the needed repairs will cost; repair work will be done at your cost and after the item(s) are brought back to like new condition, your We Will Guarantee is reinstated as long as the 6 month inspections are kept up to date.

The We Diamond Will Guarantee is included on all diamond-only jewelry set in precious metal and covers diamond loss, chips, or cracks for diamonds 2.05 carats and under, provided that required 6-month inspections are completed and properly documented. Please note, any metal work or labor charges required to replace or reset a diamond are not covered under the guarantee.6-month inspections required. For full details click here to learn more.

You can read a list of some of the items that are covered under the 3-year or Lifetime Jewelry Protection Plan by reviewing the Protection Plan details page here. To verify you have a Protection Plan or if you have additional questions on what is covered with a Protection Plan, contact our Guest Support Team by filling out the form below.

You can always bring your item into the nearest Rogers & Hollands or Ashcroft & Oak store location for an inspection or repair.

If you no longer live near one of our store locations and purchased a 3-year or Lifetime Jewelry Protection Plan or 3-year or 5-year Watch Protection Plan, follow the instructions below:

• If you purchased your item(s) prior to September 2015, call 1-800-438-9915 to start a claim. Once purchase information is verified, you will be provided a mailing label to send in your repair.
  • For updates on these repairs, call 1-800-438-9915
• If you purchased your item(s) after October 1st 2015, call 1-888-349-0190 to start a claim OR start a Protection Plan claim online here. This phone line is open 6am – 9pm, M-F and 7am – 8pm weekends CST. Once purchase information is verified, you will be provided a mailing label to send in your repair.

Bring the item(s) into the nearest Rogers & Hollands or Ashcroft & Oak store location for inspection and estimates. If you no longer live near one of our store locations, follow the instructions above using our mail-in repair service.

You can review full coverage details, including what is and isn’t included, in the Protection Plan Terms & Conditions. Simply click here to view the complete plan information.

Rogers & Hollands | Ashcroft & Oak offer a convenient mail-in jewelry and watch repair option.

When sending your item, please include your contact information (phone, email, return address) and a note describing the repairs needed (e.g., re-rhodium, chain repair, bent shank). Items must be shipped via USPS Registered Mail with return receipt. We strongly recommend insuring the package for its full replacement value. Rogers & Hollands | Ashcroft & Oak assume no liability for loss or damage while in transit.

Please do not write our company name on the outside of the box.

Send to:
ROGERS ENTERPRISES, INC.
P.O. Box 879
Matteson, IL 60443
Attn: Repair Team

Once your repair is received, you will receive an email confirming receipt and outlining the work to be completed. If you have questions about your repair, please reply directly to that email or complete the form below.

Each item will be inspected and an estimate prepared. A member of our Repair Team will contact you with pricing for approval. Once authorized, repairs typically take 4–12 weeks, depending on the work required and whether the item must be sent to the original manufacturer.

Depending on the type of repair work needed and if the work needs to be performed by the original manufacturer, repairs can take anywhere from four to 12 weeks. If you dropped your item(s) off at one of our store locations, call that location for an update. The associate will be able to give you a more realistic timeframe when you speak with them. If you mailed your item(s) directly to us, reply to the email you received from the Repair Team upon receiving your item(s) or fill out the form below.

Repair Services are guaranteed against defects in workmanship for 90 Days from the date of purchase.

It does depend on the type of ring you have and what metal it is made of. Solid or plain symmetrical gold and platinum rings that do not have any gemstones can be stretched by a professional jeweler using the proper device. However, it can only be stretched a small amount.

Can engagement or diamond and gemstone fashion rings be sized? Most often, the answer is yes! The only reason a ring could not be sized is if the stones in a ring are set in vulnerable spots that decrease the safety of the stones. Sizing a ring with this type of risk could end in breaking, chipping, or popping stones out of the setting.

If the ring is made of contemporary metal (i.e., tungsten carbide, cobalt, titanium, or stainless steel), the ring cannot be sized by a jeweler because of the hardness of the metal. Typically, the ring will be reordered from the manufacturer in the correct size. Depending on the designing company, this usually takes 2-6 weeks.

Yes. We’re happy to repair most types of fine jewelry, even if the item was not originally purchased from us. Bring them in for an inspection and estimate.

Simply bring your rings into one of our store locations for an inspection and repair estimate. Our jewelry professionals will be happy to assess the damage and review your repair options. Please note, ring cutting is not covered under a Protection Plan.

It’s important to get the right fit. The most accurate method is to visit your nearest R&H or A&O store where our trained associates can quickly measure your finger. Alternatively, you can determine your ring size using our downloadable ring sizing guide! Pro tip! We recommend ordering on the larger side, as it’s much easier to re-size a ring that’s too big, rather than too small. Please remember that sizing adds up to three additional business days for processing and not all rings can be sized.

RING SIZER FOR DOWNLOAD & PRINT > IMPORTANT! When printing the ring sizer, make sure it is set the Page Scaling to ’None’ in your printer dialog box. Otherwise, the ring sizer will not print to the correct scale.

Any cleaning and inspection will usually take five to 15 minutes. The process includes a soak in the ultrasonic cleaner, which contains a mix of chemicals aimed to remove dirt and other grime and clean the metal.

While our protection & warranty plans cover repairs and maintenance, they do not cover loss or theft. To ensure your item(s) is covered from potential loss or theft, you would have to do so separately with your Home-Owners/Renters Insurance. If you choose to, we are happy to assist with the re-purchase of your item(s).

We DO NOT purchase or buy back jewelry. However, we do offer a diamond trade-in program.
You may trade in your diamond or diamond jewelry set in platinum, palladium, or any karat gold (down to 10 karat). Trade-in options are available on men’s and women’s diamond merchandise, whether the item was originally purchased from Rogers & Hollands® or Ashcroft & Oak or not.
To learn more about our trade-in policies and process, view our Trade-In Program details. If you’re ready to get started, you can begin a Chat with an associate or visit a store location for assistance.

You may trade in your diamond/diamond jewelry item(s) in platinum, palladium or any karat gold item, down to 10 karat! Trade-in options on men’s and women’s diamond merchandise whether items were purchased from Rogers & Hollands® or Ashcroft & Oak® or not. View more details on our trade-in program. If you are interested in getting started with the trade-in process, you can start a Chat to speak with an associate or you can visit a store location and an associate will be happy to assist you.

We are proud to offer our guests a variety of ways to pay, Cash, Credit Card, Personal Check, R&H | A&O Gift Card* and Certificates, R&H | A&O Credit Account, Klarna, Progressive Leasing, Apple Pay, Google Pay, Amazon Pay, and PayPal. Click here for more information about our financing option.

With proper care, your jewelry will last for now & forever. Here's some recommendations from our diamond experts on how to clean jewelry!

Receipts and Insurance Documentation: To obtain a copy of your receipt or Statement of Value (needed for renters/homeowners insurance), you can visit a Store Location or contact the Guest Support Team by filling out the form below. Some fees may apply for insurance documentation.
Online Purchase History: You can view your online purchase history for purchases made after September 1st, 2023, if you created an account. Unfortunately, in-store purchase history is not visible online at this time.
Jewelry Appraisals: We offer jewelry appraisals through our Home Office using an independent appraiser. The cost is $225.00 per item. To arrange an appraisal, visit a Store Location or contact the Guest Support Team using the form below.

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