FAQ
Production
How are your custom rings made?
All custom rings are handcrafted in New York City by our expert jewelers and made to precisely fit your diamond.
What is the production timeline?
For fine jewelry, production timelines are listed on each product page and typically range from 5–10 business days before shipment.
For custom jewelry orders, production generally takes 8–10 weeks. If you have a tighter deadline, accommodations may be available—please speak with your diamond consultant.
Shipping
How long does shipping typically take?
For fine jewelry, please allow up to 3-5 business days for order processing. Shipping typically takes an additional 3–5 business days unless otherwise noted on the product page.
For custom jewelry, shipping typically takes 5 business days once your final payment has been received. Your diamond consultant will guide you through the timeline and provide updates along the way.
Please note that holidays and special events may affect shipping times.
Do you require a signature upon delivery?
Yes. All orders are shipped fully insured and require a signature upon delivery to ensure your package arrives safely. While we do our best to meet estimated timelines, delivery dates cannot be guaranteed, and we are not responsible for carrier delays. We recommend allowing a minimum three (3) day buffer before the date you need your jewelry.
Do you ship internationally?
Yes, we do offer international shipping.
I want to keep the engagement ring a secret—can you accommodate discreet shipping?
Absolutely. For custom jewelry orders, please contact your diamond consultant to discuss discreet shipping options or to arrange an in-person pickup.
Return & Exchange Policy
What is the return and exchange window?
For fine jewelry, returns are accepted within 14 days of delivery or pickup. Eligible items may be exchanged for the same piece in a different size or color, or refunded to the original payment method. Returns or exchanges are not accepted after the 14-day window. Items must be returned unworn and in their original condition to qualify for a refund.
Custom jewelry is final sale and not eligible for return or exchange, as each piece is made to order.
How do I initiate a return?
For fine jewelry please email info@her-rock.com with your order number and indicate whether you are requesting a refund or an exchange. If your return is approved, you will receive a return label via email.
All approved returns must be shipped within 7 days of receiving your label. Returns are insured when shipped through FedEx, UPS, or USPS using our provided label. We are not responsible for items shipped using alternate carriers or methods.
Return labels are not provided for orders placed outside of the United States.
Please bring your package to an authorized shipping location to ensure it is scanned and obtain a drop-off receipt. Returns sent via drop boxes will not be accepted.
Warranty
What warranty do you provide?
We proudly stand behind the quality of our craftsmanship. All fine jewelry purchases include a 30-day limited warranty covering manufacturing defects, including loose diamonds or prongs, missing pavé stones, broken clasps, or broken soft chains.
This warranty does not cover normal wear and tear, including but not limited to scratches, dents, stretched or kinked chains, misshapen bands, cracked stones, resizing, or lost or stolen items.
If your piece arrives with a defect, please contact info@her-rock.com, and we will be happy to assist.
All engagement rings include a two (2) year manufacturer’s warranty. If you experience an issue with your engagement ring or wedding band, please contact your diamond consultant for next steps.
What voids the warranty?
Any repairs, alterations, or work performed by a jeweler outside of Her Rock LLC will void the warranty. The warranty does not cover loss, theft, or accidental damage.
Do you recommend jewelry insurance?
Yes. An appraisal is provided with all custom jewelry, which you may submit to an insurance provider of your choice. We recommend Jewelers Mutual for standalone jewelry coverage, or you may explore coverage through your existing homeowners or auto insurance provider.
Engagement & Wedding Rings
How should I care for my ring?
For everyday care, we recommend removing your ring before showering, applying lotion, exercising, or performing household tasks such as washing dishes. To clean your ring, use a jewelry polishing cloth suitable for gold, silver, or platinum.
Do you offer an upgrade program?
At this time, we do not offer upgrade or trade-in programs for rings, settings, or stones.
Are your center stone diamonds lab-certified?
Yes. All center stone diamonds of 1.0 carat and above are certified by IGI or GIA. Your certification will be included with your completed ring.
Custom Options
Do you offer customizations beyond what’s shown on your website?
Yes. If you love a design but want to make it uniquely yours, we can customize details such as band width, stone shape, and proportions to create the perfect piece.
I have an heirloom stone—can you reset it?
Absolutely. We specialize in giving new life to meaningful pieces. Whether you’d like to reset an existing diamond or repurpose a family heirloom, our team will help design a setting that honors its significance.