For Now & Forever

Frequently Asked Questions – We’ve Got Answers.

Returns, Exchanges and Refunds

What is the Rogers & Hollands/Ashcroft & Oak return policy?

If, for any reason, you are not completely satisfied with your purchase, you may return it within 60 days of purchase, or exchange for store credit within 100 days, as long as the item(s) do not show any signs of being worn or damaged and meet the requirements outlined here. Merchandise must be in new, unused condition. All returns require the original packing slip or sales receipt. Returns will be credited in the original form of payment. For your convenience, purchases can also be returned at any Rogers & Hollands or Ashcroft & Oak store location.

Can I return my special order?

Some items cannot be returned or exchanged. These include special order watches, custom designed merchandise, and engraved items. Please see our return/exchange policy.

How do I return an item that I purchased online?

We are sorry to hear you would like to return your purchase. Please follow the return instructions here. If we can help you with an alternate purchase, please chat us on our live chat, email us at info@rogent.com or call us at 708-679-7588. For your convenience, purchases can also be returned or exchanged at any of our store locations. To return an item at a Rogers & Hollands or Ashcroft & Oak store, simply bring it in along with the original packaging and paperwork, and an associate will be happy to assist you.

How do I exchange an item that I purchased online?

You can exchange your purchase in store or if you prefer to do it online, you can contact our online order center via our live chat, email at info@rogent.com or phone at 708-679-7588 about returning your order and making an additional purchase. To exchange an item at a Rogers & Hollands or Ashcroft & Oak store, simply bring it in along with the original packaging and paperwork, and an associate will be happy to assist you.

What do I do if the item I received is defective or incorrect item?

Please contact our online order center at 708-679-7588, email us at info@rogent.com or chat us on our live chat and we would be happy to assist you with your purchase.

When will I receive a refund for my online order return?

When we receive your package at our order center, whether returned in store or by mail, your return will be processed within 1-2 business days. You will receive an email confirmation when the return is processed. Please be aware that it is not uncommon for the credit card issuer to take 5-7 business days from the date we issue the refund to process the refund to your account. If your refund is outside of this time frame, please feel free to contact us to check the status.

Jewelry Trade-In or Upgrade Options

Does Rogers and Hollands | Ashcroft & Oak offer a trade-in policy?

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. For more details on our trade-in program please click here.

I’d like to upgrade to a larger diamond, how do I do that?

If you purchased your diamond merchandise at Rogers & Hollands or Ashcroft & Oak, you may trade in your diamond for another diamond at least double the trade-in value, and trade-ins of in-store and online purchases are accepted at Rogers & Hollands and Ashcroft & Oak locations.

Online Orders & Shipping

I chose the free pick up in-store option when placing my online order, what will I need to bring to the store to pick up my purchase?

Only you can pick up your order - we want to make sure only you get the merchandise you ordered and paid for. You have 14 days to pick up your items, and you will be required to sign for your merchandise when you arrive to pick it up. For more detailed shipping information please, click here. You must provide two of the following items to pick-up your merchandise:

1. State I.D. or license
2. Credit card used for purchase
3. Order number or printed receipt

How will I know when my online order is ready for pick up at the store?

You'll get an email and a phone call when your purchase arrives at your chosen location. Pick it up at your convenience, and get advice and answers from our jewelry pros. You have 2 weeks from the day we contact you to pick up your purchase. For more detailed shipping information please, click here

How can I get an update on my online order? How long will it take to receive my order?

You will receive an order confirmation email and another shipping notification email once your item(s) has shipped that includes tracking information. If you have any other questions regarding the status of your online order, you may start a live chat with a jewelry and order specialist on our website.

Please remember that all orders placed online require a combination of order processing time and shipping time. Order processing time is determined by the item(s) that you are ordering. Most items will be shipped within 3-5 business days however there are some exceptions. These timelines are listed on each items' product detail page. For more information regarding order processing time, please refer to the Order Processing section of our Shipping Methods page.

Shipping time is determined by the shipping method that you choose when you place your order. For more information regarding shipping and delivery methods, please refer to the Shipping and Delivery Options page.

What’s the difference between processing time and shipping time, and when will my order ship?

Order processing in most cases will include credit card validation, name and address verification, and fraud protection screening for your security. Order processing also includes sizing and special ordering processes if requested. Once these processing steps are complete, your order is ready for final inspection and packaging and your item will be shipped and delivered within the shipping period chosen at checkout.

Why do you require an adult signature for delivery?

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

Do you ship internationally?

We are currently unable to ship internationally with the exception of military bases.

Guarantees, Protection Plans & Repairs

How do I maintain the free We Will Guarantee if I am not located near a Rogers & Hollands or Ashcroft store?

Rogers & Hollands and Ashcroft & Oak are proud to offer our guests the option of mailing in items for inspections, think of it as a “Long-Distance Inspection". This allows guests the ability to maintain their We Will Guarantee in situations where they are unable to bring their merchandise into a store location in person. The program works as follows; When sending your merchandise in for inspection, please include your contact information including phone, email, and an address to ship your merchandise back to you, a copy or documentation of our last inspection and/or receipt as proof of purchase, a note stating why you are sending it (i.e. inspection, cleaning).

Shipment to our corporate offices will be at the guests' expense. Items must be shipped via USPS (United States Postal Service) using registered mail with return receipt. We strongly recommend that the merchandise be sent insured for its full replacement value. Rogers & Hollands/Ashcroft & Oak assumes no liability for any loss and/or damage to merchandise while in transit to our location. You may send your merchandise to our corporate office at:

ROGERS ENTERPRISES, INC.
P.O. Box 879
Matteson, IL 60443
Attn: Inspections Team

*For your protection, do not write Rogers & Hollands/Ashcroft & Oak anywhere on the outside of the box.

Once your merchandise has been inspected and cleaned, it will be shipped back to you at our expense, insured for its full replacement value, via USPS and an adult signature will be required for delivery. The time required to complete a diamond inspection may vary however the average turn-around is 14 business days from the day we receive it to the day we send it back. If it is going to take longer than two weeks, you will be contacted by a member of our team.  

For each 6-month inspection: 

  • Item(s) will be inspected and sent to a jeweler for a cleaning/polish as well as any other work needed. We will document the inspection, and ship the item(s) back to you. If any repairs are deemed necessary on your item(s), a member of our Repair Team will contact you regarding your repair and what needs to be done.

NOTE: If you have not had a documented inspection within the last 6 months (therefore the item(s) is not under warranty) and repairs are needed, our Repair Team will contact you to provide an estimate of charges

How can I check if I have an active jewelry or watch Protection Plan, and how can I confirm that my damaged item is covered under my Protection Plan?

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 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, call our Guest Relations Team at 708-679-7588.

How can I have my item repaired under my purchased Protection Plan?

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 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. Once purchase information is verified, you will be provided a mailing label to send in your repair.
    • For updates on these repairs, call 708-679-7555
How can I have an item repaired if I don’t live near a store location?

Rogers & Hollands and Ashcroft & Oak are proud to offer a jewelry or watch mail-in repair option! The process works as follows; When sending your merchandise in for repairs, please include your contact information including phone, email, and an address to ship your merchandise back to you, and a note stating what repairs are desired to be completed by our team (i.e. re-rhodium, repair chain, bent shank etc.).

Items must be shipped via USPS (United States Postal Service) using registered mail with return receipt.  We strongly recommend that the merchandise be sent insured for its full replacement value. Rogers & Hollands/Ashcroft & Oak assumes no liability for any loss and/or damage to merchandise while in transit to our location. You may send your merchandise to our corporate office at:

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

*For your protection, do not write Rogers & Hollands/Ashcroft & Oak anywhere on the outside of the box. 

For each item received for repair:

  • Item(s) will be reviewed/inspected to create an estimate. A member of our Repair Team will contact you to provide an estimate of charges for these repairs.
  • Upon authorization of the repairs, and depending on the type of repair work needed and if it needs to be sent to the original manufacturer, repairs can take anywhere from four to 12 weeks. For further assistance, call our Repair Team at: 708-679-7555.

For an update on the status of your repair, if you mailed in your item(s) directly to us, call our Repair Team at 708-679-7555.

What if I do not have a Protection Plan or the Protection Plan on my item has expired?

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.

How can I get an update on my repair?

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 in your item(s) directly to us, call our Repair Team at 708-679-7555.

I had to have my rings cut off, is this repair covered with my Protection Plan?

Rings that have been cut off are not covered by our Protection Plans (see your Protection Plan terms and conditions). However, we can assist you with the repair of your ring. Bring your ring into one of our store locations and one of our associates can help you with an estimate and repair process.

Special-Order Merchandise

I am looking for an update on when my special order will arrive?

For updates on your Special Order, call the store location you placed the order with. While we want to be as accurate as possible when calculating the estimated arrival date for your order, there are some factors that may cause that to change. Factors that might delay your custom design or special order include:

  • COVID-19 delays
  • Domestic and international holidays
  • Vendor closures
  • Delays in credit approval
  • Weather delays
  • Other shipping/vendor service disruptions
  • APO/FPO/DPO orders going through the Military Postal Service Agency (MPSA)

If we expect a delay with your item, we will notify you as soon as information is available. As always, contact us if you have any further questions.

Can I return a special order item?

Some items cannot be returned or exchanged. Exemptions include special order watches, custom designed merchandise, and engraved items. Please see our return/exchange policy.

Credit Account

Does Rogers & Hollands/Ashcroft & Oak offer financing?

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 & apply here.

How can I use my credit account to place an online order?

During checkout, enter your shipping information and click NEXT to select the Rogers Enterprises, Inc. Credit Account payment method on the review & payments page. Enter the last four digits of your credit account number or the last four digits of your Social Security Number in the Purchase Order Number box. You can find the last four digits of your account number in the email you received with credit approval or on your monthly billing statement. All online orders pending credit approval.

How do I make a payment online to my Rogers & Hollands/Ashcroft & Oak credit account?

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. Your credit card number is your 16-digit Rogers & Hollands or Ashcroft & Oak account number (this number will begin with 601801). You can find your account number on your monthly billing statement, or by calling our credit department, Monday - Friday 8:30 a.m. - 5:00 p.m. CT (800) 326-4116  Dial Opt. #1 Guest Service, then 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.

How can I pay my bill? (4 options)

ONLINE. Make a payment online or check your balance. Click here.
BY MAIL. Send your payment payable to Rogers Enterprises, include account number, and send to:
Rogers Enterprises, Inc.
P.O. Box 7207
Chicago, IL 60680

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. #1 Guest Service, then Dial Opt. #2 Credit Assistance.

Where can I view Annual Percentage Rates (APRs)?

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) 326-4116  Dial Opt. #1 Guest Service, then Dial Opt. #2 Credit Assistance.

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

Jewelry Cleaning, Care & Sizing

How often should I clean my diamond engagement ring?

We recommend cleaning your diamond engagement ring or other frequently worn diamond jewelry at home 1-2 times per month and professional cleanings twice a year. There are a few reasons it’s important to have these precious items cleaned regularly, but the most obvious one is because it’s gorgeous when it sparkles! There’s nothing quite like a freshly-cleaned diamond hitting the sunlight! Vanities aside, having clean jewelry almost always means noticing potential issues from normal daily wear with the structure of the jewelry sooner and therefore lessening the likelihood of a diamond loss, broken clasp, etc. So keeping smudges at bay and build-ups from lotions, makeup or oils means you’ll be able to see - or even hear – a possible problem and address it right away with a jeweler.

Do engagement rings need to be professionally cleaned? If so, how many times per year?

If you wear your engagement ring or any jewelry daily, you’re bound to have a build-up of skin, dirt, and soaps. Keep in mind that wearing your rings every day is like wearing the same outfit every day and build-up on your jewelry is inevitable, especially the rings on your hands. At-home cleanings are great and keep your jewels shining, but we do believe having your engagement professionally cleaned every six months is necessary, and the extra TLC from pros is worth it! Every Rogers & Hollands or Ashcroft & Oak Jewelers location offers a complimentary ring cleaning service, regardless if you purchased the ring from them, and for free! Professional ring cleaning typically first involves an inspection of the item underneath a microscope to make sure no stones are loose and are still in good condition. Next, the ring is submerged in an ultrasonic cleaning machine containing a specialized washing solvent. This machine uses energy to create vibrations that help shake dirt and dust away without harming the ring. The process typically takes about 15-20 minutes.

Is it okay to sleep with your engagement ring on, or does sleeping in jewelry wear it down/cause it to build up dirt faster?

Put simply, it’s best not to sleep with your engagement ring on. Apart from the obvious snagging threat from bedding, hair, or even your partner, if you tend to lie on your hands, the pressure of your weight can cause the band to become misshapen and, subsequently, loose stones. However, if you’re traveling, the mindset of “you can’t lose it when you wear it” is probably best to avoid misplacing any jewelry. When you do take your ring off, our advice is to have one safe spot in your house as the only place you ever take your ring off and store it.

What happens if my jewelry was lost or stolen?

While our protection plan 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).

Does Rogers & Hollands/Ashcroft & Oak buy jewelry?

We do not purchase jewelry. However, you may be able to trade in your previous Rogers & Hollands or Ashcroft & Oak purchases. For more information on our trade-in policies and process, click here.

How long does it take to get a ring cleaned at a Rogers & Hollands or Ashcroft & Oak location?

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.

What is rhodium plating or, what does it mean to have my ring rhodium-plated?

Rhodium plating is the process that makes white gold rings, such as engagement rings or wedding bands, look bright white and shiny. Since white gold is not naturally white, jewelers will rhodium plate the item, after polishing, to give it a sleek white shiny finish again, just like new! But remember, since rhodium plating is not permanent, you will see it wear off over time. It is recommended to have jewelry, such as an engagement ring, polished and rhodium-plated once every eight months or so.

How do I measure ring size?

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 or reading this blog on finding ring size! 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, set the Page Scaling to 'None' in your printer dialog box. Otherwise, the ring sizer will not print to the correct scale.

Can you stretch or size my ring?

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.

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.

Additional Guest Service

What is the mailing address to your corporate office?

Corporate office mailing address:
REI, P.O. Box 879, Matteson, Illinois 60443

How do I obtain a copy of my receipt?

For purchases made in a Rogers & Hollands or Ashcroft & Oak store please contact the store location where you made the purchase. If your purchase was made over six months ago, or online, please contact guest service at (708) 679-7588, or send an email to info@rogent.com

Can I view my in-store purchase history online?

Unfortunately, your in-store purchase history is not visible online at this time.

I've unsubscribed from your emails. Why am I still receiving them?

We apologize for the inconvenience. Normally the unsubscribe process takes place within 48 hours. If it's already been longer than 48 hours from your first request, please email a formal request for removal to social@rogent.com and we'll make sure your email address is removed.

What is the difference between white gold and yellow gold?

You have probably heard of 10 karat (kt), 14 kt, 18kt, 22kt, and 24kt gold here in the USA. A karat is a unit of measure of how much gold is in an alloy metal. For example, 14 karat gold is made up of 58.5% gold while the other 41.5% is made up of alloys. The most common alloys used in gold are copper, zinc, silver, palladium, and nickel. In white gold, the alloys used are typically the white property alloys silver, palladium, and nickel. These alloys are what make “white gold” white. Gold comes from the earth a bright yellow color, therefore, white gold is naturally yellow too. In order to make the yellow less noticeable white property alloys are added to gold to help mass the yellow color. This is where karats of gold come into play. Click to shop women's white gold jewelry or shop men's yellow gold jewelry.

What are my shape choices for diamond rings?

When looking for that perfect diamond generally the shape is narrowed down first. Although a round diamond is a classic to most people, there are many other shapes available. You can learn more about shape & other diamond education tools here ›

Engagement Ring Shapes