When Will My Order Ship?
Most orders ship within 2-3 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not generally shipped on the weekends or holidays. Some items are MADE TO ORDER and can take up to 1-week to ship.
My order was undeliverable, what should I do?
If the shipment was undeliverable due to an incorrect address when you input it during checkout AND you selected the free shipping option, there will be a $5 fee to reship the item to you again.
Are your items "real gold" or made with "fake gold"?
Unless otherwise specified our items are either stainless steel or an Italian white alloy that is then ion plated with 18k gold, rose gold, or a glossed black coating. There is really no metal one could consider "fake gold" to cast jewelry items in. Items on our website that are genuine precious metals will either be noted as 14k Gold or 925 Silver with corresponding values.
I Get An Error Message When I Enter My Shipping And Billing Addresses. What’s Going On?
If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).
My Order Won’t Go Through. What Should I Do?
If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser.
If you continue to receive error messages, please contact Customer Care Here.
I Need To Change Something On My Order. How Can I Do That?
If you need to change or cancel your order, please contact us immediately. We generally process orders within 24-48 hours, and once our warehouse has processed your order, we will be unable to make any changes.
I Just Placed My Order. Can I Add Another Item To It?
Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us. We’ll be happy to waive shipping on this additional order if it was placed within 24 hours of the original order.
I’m Unsure About A Ring Or Bracelet Size Or I Have A Fit Question. How Do I Find This Information?
Please see our Bracelet Guide for bracelets and our Ring Guide for rings. If you still have specific questions about a fit of an item or measurement guidelines, please email our Customer Care department
Can I Return Or Exchange Items That Were Purchased On Sale?
All final sale items cannot be returned or exchanged. For our full Return & Exchange Policy, click here.
How Long Does It Take To Process My Return?
Once we have received your package, your refund will be processed within 7 business days. You will be notified via email at the address listed on your account when this transaction has taken place.
Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
Where Is My Order Confirmation?
As soon as your order ships, you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder.
Why Was My Order Canceled?
Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. You will be immediately refunded for items found to be out of stock.
Will I Have To Pay International Taxes & Duties? (International Customers)
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.
We cannot control and are not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.
If you refuse a shipment from Roial, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to Roial. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.
I Have A Store Credit. How Do I Use It?
- First, sign into your Roial account.
- You should see the store credit on the "My Account" page.
- Upon checkout, the store credit will automatically be deducted from your order total.
- If you do not use the entire store credit, the remainder will go back into your Roial account to be used on future purchases.
I Received A Roial Gift Card. How Do I Use It?
- Under the Payment section during checkout, click the “Use A Gift Card” button.
- Enter your gift card number.
- Click “Apply Gift Card”.
- The gift card amount will be deducted from your order total.