Frequently Asked Questions

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As a direct-to-consumer manufacturer, we do not operate a traditional retail location. This allows us to offer you the most competitive pricing on a selection of over 500,000 loose diamonds and engagement rings, passing the savings directly to you. Our personalized customer service is dedicated to helping you create the perfect piece of jewelry for your special occasion.

We custom-make each engagement ring to order, specifically designed for your chosen center diamond and exact finger size. Unlike mass-produced, off-the-shelf rings, our pieces are crafted with meticulous attention to detail to ensure a perfect fit and exceptional quality.

We have GIA-educated graduate gemologists on staff and they are available to answer all your diamond questions and guide you through the purchase process.

Our Lifetime Warranty covers manufacturer's defects on custom-made jewelry with the RockHer logo. It includes repair or replacement for these defects only. The warranty does not cover misuse, neglect, accidental damage, wear and tear, unauthorized alterations, or non-RockHer pieces. To make a claim, contact Customer Service (info@rockher.com) for a Return Authorization ID and provide proof of purchase. Additional protection is available through our Extend Protection Plan.

https://www.rockher.com/pages/warranty

We are headquartered in Los Angeles. Our Offices and workshops are not open to the public.

We keep our prices as low as possible by not investing in the overhead of retail locations. Thanks to our 40-day return policy, you can view your ring in your normal environment, not the special diamond lights of a store.

Authentic new RockHer jewelry is available exclusively on RockHer.com.

We’re proud to offer FedEx® shipping on every order in the US. All orders are shipped via FedEx Priority Overnight Shipping®. All deliveries require a signature for delivery regardless of any waivers you have from FedEx®. These requirements are for your protection. We also offer international shipping. Cost of international shipping will be calculated at checkout. If you would like to arrange delivery to a FedEx® location please call, RockHer Customer Service 800-779-1726, or email info@rockher.com. We cannot ship to P.O. Boxes (with the exception of APO, FPO, and DPO addresses.)

Lab Grown Diamond FAQs

Lab grown diamonds are diamonds, just diamonds that are made by man not mined from the earth. They have all the same optical, chemical and physical properties as mined diamonds. Is ice that forms in a freezer less real than ice that forms on a lake? There are subtle differences, but they are both frozen water.

Lab grown diamonds aren’t an imitation of a diamond that mimics the way diamond looks. They are actual diamonds that are produced in a lab. They are very different from simulated stones like CZ and moissanite, which are lab grown minerals that might look similar to diamonds but aren’t diamonds.

You can’t. There is no way for consumers to easily identify lab grown diamonds or tell them apart from natural diamonds on their own. You can look for the “lab grown” inscription on a diamond’s girdle which references its grading report number. But if there is no inscription, you will need advanced gemological testing at a professional gemological laboratory to tell the difference. Because laboratory-grown diamonds are chemically, physically and optically the same as natural diamonds, traditional gemological testing and diamond detectors can’t see any difference. Advanced detectors can identify Type IIa diamonds, which include all lab-grown diamonds and about 5% of natural diamonds. Type IIa diamonds can be sent to a lab for further testing. That’s why you should always request a grading report from an independent gemological laboratory when you buy diamonds.

Lab grown diamonds are more affordable than natural diamonds so consumers can afford a larger carat weight and a better quality for the same budget. Some consumers choose lab grown diamonds because they think that diamonds produced in a lab are more ethical, less likely to have funded conflict and more sustainable than natural diamonds. That is often, but not always, the case. If the ethics of your diamonds are important to you, you need to ask exactly how and where they were produced, no matter whether they are mined or laboratory grown.

These are two popular names for the same thing: actual diamonds that are made by man in a laboratory, not mined from the earth. Both names are specifically allowed in the Federal Trade Commission Guides for the Jewelry Industry.  Because both names are used by consumers when shopping, you’ll generally see both used by retailers.

Cubic zirconia, or CZ, is a is lab-grown zirconium oxide grown specifically as a diamond imitation. Zirconium doesn’t form cubic crystals naturally. To create CZ, it has to have a chemical stabilizer added to make it stable at room temperature. Usually CZ crystals have either yttrium or calcium oxide added to keep them stable. That means CZ has a range of physical, chemical and optical properties. It also means that some CZ isn’t completely stable and will yellow and degrade over time. CZ has a hardness of about 8.5. Unlike CZ, lab-grown diamond is actually diamond. Lab grown diamonds are physically, chemically, and optically identical to mined diamonds.  The only difference is where they formed. Natural diamonds formed a billion years ago deep within the earth and lab-grown diamonds are made by man using high-tech equipment.

Moissanite is lab-grown crystallized silicon carbide. It generally doesn’t form naturally although tiny green grains have been found as ejecta at meteor craters. Moissanite is doubly refractive, which means when you look at it closely you will see two blurry reflections of each facet. Most moissanite is an off-white shade with a slight tint of green. Recently some producers have found a way to heat treat the material to create whiter polished stones. Moissanite has higher dispersion than diamond, which means you will see more rainbow reflections, what gemologists refer to as the “disco ball effect.” All these properties make it visually different than lab grown and natural diamonds.

Although resale companies like The Real Real and Worthy do resell lab-grown diamond jewelry, prices have decreased over the past few years. It’s safe to assume that prices may also decrease in the future.

Of course! Although lab-grown diamonds generally sell for less than mined diamonds they are worth much more than imitations. However, that isn’t the same thing as appreciating in value. Like all jewelry, used lab grown diamond jewelry is generally worth less than new jewelry of the same quality at the time of resale.

Lab grown diamonds are grown using a lot of energy. Their environmental impact depends on how that energy is produced. If lab grown diamonds are produced using renewable energy like solar, wind or hydropower the impact is much lower than if the energy is produced using fossil fuels.

Natural diamonds are the traditional choice for engagement rings. Many couples on a budget who are looking for a larger size center stone are opting for a lab grown diamond instead. According to a survey of recently-engaged couples by The Knot, about one-third of engagement rings now feature lab-grown diamonds.

Both natural diamonds and lab grown diamonds are available in a range of qualities.Neither is inherently better in quality. An independent grading report is the best way to compare the quality of diamonds, whether they are natural diamonds or lab-grown diamonds. Lower color grades of lab-grown diamonds are more likely to have a brown tint and lower color grades of natural diamonds are more likely to have a yellow tint.

No one will be able to tell that your diamond is lab grown just by looking at it, even with a jeweler’s loupe. Only a trained gemologist using specialized detection equipment can tell the difference.

Extend Protection

This plan provides coverage for accidental damage from handling/daily wear, such as replacement for loss of diamond or gemstones, repair of chipped or cracked stones, restringing of stretched pearl necklaces, broken, bent, or worn prongs, clasps and hinges and more.. Our plans are in effect from day one and even extend your coverage from defects in workmanship and/or materials after your manufacturer’s warranty expires.

We've got you covered after the manufacturer's warranty expires through your chosen term. You may be covered from accidental damage starting on day one through your chosen term.

If you return your product, your retailer returns the amount you paid. Depending on how much time has passed since your purchase, Extend may issue a prorated refund, less any paid claims.

  • When you contact Extend, you will simply need to provide either your contract ID, email address, or another identifying piece of information.

You return your jewelry, the merchant returns the money you paid for the protection plan. Depending on how much time has passed since your purchase, Extend will issue a pro-rated refund.

When filing a claim with Extend, you will simply need to provide either your contract ID, email address or another identifying piece of information.

ROUTE FAQ

If your order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing. Need to file a claim?  File here

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included for merchants who do not have Automatic Issue Resolution (AIR), also known as Resolution via Platform (RVP). Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping and taxes.

Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 40 calendar days from when it was marked delivered.
  • In some cases, the Route Support team may require a police report before moving forward with an order issue.

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 40 calendar days from the last update. The maximum filing time is 365 days from the order date. 
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 40 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 40 calendar days from when it was marked delivered.

All of Route’s policies are listed here

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

If your order has not arrived, please file a claim with Route here

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. You can file a claim with Route here.

You can file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.Haven’t downloaded the app yet?  Download here

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

While Route itself is not an insurance company, Route provides access to shipping insurance. It does this through its entity, Safe Order Solutions, which is licensed to sell the shipping insurance issued by Seg Insurance Ltd. This makes Route's Protect product legal and compliant for brands to offer as shipping insurance to their customers.

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what.

Every time you add Green Package Protection to your order, Route donates to support agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

Route is covering the cost to neutralize shipping emissions for all orders that are purchased through our sites at no additional cost to you. "Green Package Protection" Shipping includes package protection, with the additional benefit that your shipment is carbon neutral.

Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.