Customer Service FAQ

 

SHIPPING


Your ROWA Jewelry order will begin processing the next business day after receiving the request.

Custom Orders:
Each piece of custom ROWA Jewelry is created for you. Please allow up to 10 business days for the creation of your custom piece. As soon as we ship your item, we will email a tracking number so that you can follow your item all the way to your door.

 

We are able to ship to homes and places of business, but not PO Boxes. 

International:

The responsibility of taxes, tariffs, VAT, and/or duties lie with the purchaser. Please consult your local tax or custom authority to determine the rates that apply in your area. 

For shipping charges, please reference the checkout to determine the final charge. 

 

 

REPAIRS

You wear your jewelry, and sometimes, things happen; we understand.

Should your jewelry need to be repaired, simply send us a picture of the item with the order number to hello@rowa.jewelry. We will then contact you with a repair authorization number and an estimated quote if there will be a charge for the repair. For more information on repairs that are free of charge, please consult our warranty section for details.

When shipping your items, please include:

  • Repair authorization number
  • Your name and contact details
  • A description of the repair needed

Our expert jewelers perform repairs for ROWA jewelry, so please allow up to 15 business days for the repair of your piece. As soon as we ship your item, we will email you a tracking number so that you can follow your item all the way to your door. 

Please take note that each piece is created by hand and a one-of-a-kind piece. Repairs may slightly alter the original appearance of the piece.  

International repairs may be subject to additional taxes, duties, or VAT. Please consult your local areas authorities to determine what the charges will be in your area.

 

 

JEWELRY CARE

We have a few suggestions to ensure that your jewelry will last a lifetime.

  • Avoid contact with chemicals, chlorine, body lotions, or other items that may contain fragrances that are harmful to metals.
  • Avoid dropping onto hard surfaces.
  • Store your jewelry in enclosed bags or boxes to limit its exposure to oxygen.
  • Avoid unnecessary impact by removing jewelry before physical activities. 
  • Clean jewelry in warm soapy water with a soft toothbrush and finish with a polishing cloth to restore your jewelry’s sparkle.

 

 

      WARRANTY

      We pride ourselves on creating pieces of jewelry one-by-one and paying close attention to the details. Our promise to you is that any defect found to be a result of improper craftsmanship will be repaired free of charge. We believe in accepting responsibility, so we do!

       

      1-year warranty  

      Should your jewelry need repair due to regular wear, we will restore it free of charge. This repair is limited to items that do not have gemstones/diamonds set.

        

      1-year free replacement of gemstones or diamonds under .03ct

      Your small stones should be safe and secure. If you lose any of gemstones/diamonds up to .03ct., please send us the piece for replacement free of charge within the first year of ownership. After the first year, we will still replace your stones for a charge.

       

      Lifetime free cleaning, inspection, and polishing

      We are happy to restore your ROWA jewelry to its former glory at no charge to you!

       

      Please take note that each piece is created by hand and a one-of-a-kind piece. Repairs may slightly alter the original appearance of the piece.  

      Repairs found to be the result of accidents or improper jewelry care will be repaired for a charge and are not covered by our warranty. Please contact us to determine if your repair is covered by our warranty.

      This warranty is limited to the original purchaser of the jewelry and non-transferrable. All shipping charges are the responsibility of the sender.