Frequently Asked Questions

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.

Return from a store: Refunds will be issued in the same tender as the original purchase. 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 you are expecting a refund check, from a cash transaction, allow 10 business days to receive this. If your refund is outside of this time frame, start a Chat and an associate will be happy to check the status.

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. 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, start a Chat and an associate will be happy to check the status.

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

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.

You will receive an Order Confirmation email when your order is successfully placed and a Shipping Confirmation email once your item(s) has shipped that includes tracking information. Some items may ship separately even when ordered together. The date each item is expected to arrive by is included on your Order Confirmation if you have not selected in-store pick-up. If you have selected in-store pick-up, a team member from that location will call you when it is ready. 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.

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 time to size and for the item to arrive at our office if applicable. Each item on our website includes a Ships By date, which includes processing time. Once these processing steps are complete and your order is ready, it will be inspected, packaged, shipped according to the method selected at checkout. Once it has shipped, arrival times can be monitored via the carrier tracking. You can see more about our Processing & Shipping Options here.

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.

You can view your online purchase history for purchases made after September 1st of 2023 AND you created an account.

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.

We are currently unable to ship internationally except for military bases.

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.

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. You can obtain your account number 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.

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) 829-2600 Dial Opt. #1 Guest Service, then Dial Opt. #2 Credit Assistance.

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

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")

During checkout, enter your name and billing information that is associated with your account, once in payment, select the R&H Credit icon and enter the last four digits of your credit account number or the last four digits of your Social Security Number in the field provided. 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.

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

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.

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.

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 use the link 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.
  • For updates on these repairs, email protectionplans@rogent.com

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, email our Repair Team at: protectionplans@rogent.com.

For an update on the status of your repair, if you mailed in your item(s) directly to us, email our Repair Team at protectionplans@rogent.com.

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.

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, email our Repair Team at protectionplans@rogent.com.

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).

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

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.

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.

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.

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.

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. 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.

At Rogers & Hollands | Ashcroft & Oak we offer our own Credit Account, Klarna, and Progressive Leasing, click here for more information.

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.
*Currently R&H |A&O Gift Cards are not valid online.

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

You can visit a Rogers & Hollands or Ashcroft & Oak, email info@rogent.com, or call a member of our Guest Support Team at 708-679-7588.

We can get your jewelry appraised by having your item(s) sent to our Home Office where we will have it appraised by an independent appraiser, each item needing to be appraised is $100.00. You can visit a Store Location for assistance or contact a member of the Guest Support Team by email info@rogent.com or calling 708-679-7588.

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