Dear Valued Guests,

My focus is, as always, on the health and safety of our employees, guests and communities we serve. On behalf of everyone at Rogers & Hollands Jewelers and Ashcroft & Oak Jewelers, our hearts go out to those impacted by COVID-19— including not only those diagnosed with the virus but their friends and family as well as those whose jobs and schools are affected.

Now more than ever, it is time for us to take care of the ones we love.

As a result of the COVID-19 developments, we decided to temporarily close all Rogers & Hollands and Ashcroft & Oak store locations on March 19th until further notice. We will continue to evaluate the situation in partnership with health officials and local governments to assess when we will reopen our stores and safely bring our associates back to work. I promise that we will have one guiding principle to determine when we reopen our stores – when it is safe to do so.

Even with this outbreak causing adversity and fear in the global community, we know that there are still beautiful milestones and occasions worth celebrating. I invite you to take a look at our robust selection of jewelry, engagement rings and watches available on our Web store, open 24/7. Our shipping is free, and your order is delivered in premium packaging with our signature elegant black boxes, ready for gifting. And please know, while although our store locations may be closed at this time, we're here for you – you can connect with one of our expert jewelry consultants via our chat tool from 10 am to 9 pm every day, Central Time . . . We would love to say hi and help answer your questions.

In addition to following the guidelines and recommendations from the CDC and WHO, let’s go out of our way to be kind to each other. From our family to yours, take care of yourself, take care of your loved ones, and know that we feel very privileged to have you as part of our valued, extended family.

Stay strong, stay safe and stay healthy,

Craig Stern, President & CEO

 


Frequently Asked Questions

 

I MADE A PURCHASE ON THE WEBSITE, WHEN WILL MY ORDER SHIP?

We are committed to shipping orders placed on our webstore as soon as possible. Purchases made online starting 2/22/20 can be returned up to 90 days after the purchase was made. If you have additional questions, please contact one of our personal jewelry shopping assistants via the live chat on our website from 10 am - 9 pm CT.

 

I HAVE AN ITEM ON LAYAWAY AT A CURRENTLY CLOSED STORE, AM I REQUIRED TO MAKE PAYMENTS RIGHT NOW?

Don't worry! Until your store reopens, you are not required to make payments on any current layaway item. Required payments on your item will resume once the store reopens, with an additional 30-day grace period! This applies to the store location in which you purchased the item. If you'd like to continue making payment, please contact a guest service representative via email or the live chat on our website from 10 AM - 9 PM CT.

 

HOW LONG WILL STORES BE CLOSED?

We will continue to follow the guidelines of government and health officials, in addition to shopping mall management, in determining when we will reopen our stores, using the same hyper-local approach we have used to date.  We completely understand your worries and questions surrounding the temporary closures of our stores. We would never want to delay something as unique as an engagement, wedding, or other special event, but right now, we don't have a choice. Like all of you, we are taking this situation day by day, so we have no definitive timeline as to when stores will be open again, but we ask for your continued patience and understanding as we all work through these new challenges. We can promise that updates will be made on our website and via email to inform you as soon as possible.

 

THE DATE FOR MY WE WILL GUARANTEE JEWELRY INSPECTION OCCURS WHILE YOUR STORES ARE CLOSED, IS IT STILL VALID?

We appreciate that you are concerned with maintaining your warranty. The terms of our free WE WILL Guarantee require that your jewelry be inspected by us every six months to keep the WE WILL Guarantee in good standing. We have extended our WE WILL Guarantee to include a 90-day grace period or 30 days beyond the time your store reopens, whichever is later. Your warranty will not void during this extension. We will continue to take good care of you and your jewelry needs when our stores reopen. We look forward to seeing you and updating your warranty at that time. If you would like to confirm your next inspection date, please call our Guest Relations Department at 708-679-7588 or contact us via live chat from 10 am - 9 pm CT.

 

MY JEWELRY OR WATCH WAS BEING REPAIRED, OR HAS BEEN COMPLETED, WHEN WILL IT BE RETURNED?

You put your trust in us to handle your precious items and we are doing our best to continue completing repair orders. We sincerely apologize for any inconvenience this has caused and promise to keep your jewelry safe and secure. If your item is at a location that is currently closed, we are working with the malls to possibly gain access in order to complete repairs and/or get these items to you. If your repair has been completed and is at our corporate office, we will either hold it for you until stores reopen or send it directly to your home. If you would like to get more information on the status of your repair, please contact a guest service specialist at 708-679-7588.

 

I PLACED A SPECIAL ORDER. WHEN WILL I RECEIVE MY RING OR OTHER SPECIAL ORDER JEWELRY ITEM?

If you recently purchased a special order item from us, we will continue to follow up on the status of your order. We apologize for the delay and understand how you feel. Each piece of jewelry is important as well as the sentiment that surrounds your jewelry. We are urgently working with our suppliers on updates to be proactive on existing orders. If you have any questions, please contact a guest service specialist at 708-679-7588.

 

HOW DO I PAY MY CREDIT ACCOUNT BILL ONLINE?

You can make online payments or look up your account information by clicking on the "Pay My Bill" link in the upper right header of the website or if on a mobile device, scroll down to the bottom of the page and click Pay My Bill. You can also click here to get to the payment link. 

At the registration page, when prompted to enter a credit card number, please enter your 16-digit Rogers & Hollands or Ashcroft & Oak account number (this number will begin with 601801).

 

HOW DO THE STORE CLOSURES AFFECT THE RETURN & EXCHANGE POLICY?

Due to our store closings, our original 60-day return policy has been extended 30 days beyond the date your store reopens.

 

CAN I USE RECENTLY EXPIRED COUPONS ONCE STORES REOPEN?

Holiday Dough coupons, Diamond Preferred Club vouchers, and Credit Accountholder Reward certificates that have an expiration date of March 1st, 2020, or later, have a new expiration date that is 30 days beyond the time in which the certificate, voucher or coupon-issuing store reopens.

 

 

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