The terms and conditions for use of the ROKUS website are detailed below and should be read carefully. We may vary these terms from time to time and therefore you should check them before you make a new purchase.
Please note, any use of this website or purchase made through this website constitutes an agreement to abide by the terms and conditions detailed below which shall override any other terms and conditions. Any contracts or agreements formed between you and us by means of this website shall be governed and construed according to English law and any disputes or proceedings shall be subject to the exclusive jurisdiction of the English courts.
We have taken care in presenting the products on our website as accurately as possible. The images you see will depend on your monitor's display and colour capabilities. We are therefore unable to guarantee that the product images you see are an accurate representation of the actual merchandise.
Our primary method of communication with you is by email. Therefore please ensure the email address you provide us with is correct. All order and despatch confirmations will be sent to the email address you provide. In the unlikely event of a problem with your order, we will contact you by email or telephone. Again, please ensure the contact telephone numbers you provide are accurate.
Once you have completed the checkout process we will send you an order confirmation email detailing the products you have ordered. Order acceptance will take place on receipt of your payment. We cannot accept orders from persons under the age of 18.
We generally start producing all orders on receipt of your payment and production can take between 5 to 15 working days.
Bespoke or custom orders refer to orders that are uniquely made for you based on a specific design and requirements. All bespoke orders are invoiced based on an estimate of time and materials required to complete the job. All bespoke orders require a minimum of 50% deposit to commence the order. This deposit is non-refundable.
Bespoke designs remain the property of ROKUS and cannot be reproduced for retail or wholesale purposes or for gifting by the customers or anyone that comes in possession of the item without the permission of ROKUS or its owners. Any reproduction will be billed at ROKUS's own discretion to cover for any loss of income.
Bespoke orders with defaults or any construction issues can be returned for repair only within one year of delivery and will be fixed at no costs. This does not include any damages caused by wear and tear, items that have not been stored using our guidelines or any accident. We advise our customers to insure their bespoke orders as we are not responsible for repairing or replacing any lost or damaged stones or any items that have been damaged by the customer. Any items with construction issues that have not been flagged and returned for repair within one year of receipt will be repaired at customers' own costs. Any other repair issues that are not related to construction issues will be chargeable to the customer.
Any items that have to be resized or modified due to the wrong sizing being ordered or a change of mind will incur additional costs including shipping.
We do not offer refunds on bespoke orders.
We are a small independent company that works on a made-to-order basis. All orders received online at ROKUS are processed immediately, handcrafted within 5 to 15 working days, despatched as promptly as possible once ready and normally delivered in 1-3 working days in the UK. Please see the delivery information on the product pages for more specific information. We may require additional production time for personalised jewellery pieces.
Payment is accepted via Stripe or Paypal, using Paypal credit, a Debit or Credit Card. You do not need to have a Paypal account to use the Paypal payment system.
When completing your order, please provide your full name, your full delivery address, contact details such as a valid email and/or telephone number for delivery and custom purposes. These details will not be shared with any third party outside of the courier company used to deliver your package. Your details may be required by your local custom office if they need additional details about your package or your package is subject to import duties. Py providing these details, you will avoid any unecessary delays. Please note any duties or tax payments are the responsibility of the buyer.
You can cancel an order within 24 hours of confirming it by sending us an email via firstname.lastname@example.org and marking the subject: "ORDER CANCEL". After 24 hours, or if your order has been acknowledged via email, it is already in production, and you may no longer cancel it.
All deliveries will be made to you, only to the address specified by you in the order, using a secured courier and will require a signature. Tracking details will be updated on your order and you should receive a notification via the email address registered.
Due to the handmade nature of our pieces, please allow between 5 to 15 working days for production.
Delivery time will depend on your location and the service selected.
If the item is being held by the courier, re-delivery must be arranged by the buyer using the details in the shipping notification they've received.
We may, at our discretion and expense, deliver parts of your order separately. Customer may also request for large orders to be shipped in batches when ready. All additional shipments will incurr an additional postage charge to the customer. If we cannot deliver the products to you at the address you have specified for any reason (other than when we are at fault), and the item is returned to us, we will notify you and store the products until re-delivery can be arranged. Any change of address will have to be updated by the customer in their order. The customer will be responsible for paying any additional postage and packaging costs incurred if the package is returned to sender and has to be resent to the customer. Refund will not be issued for returned items. To redeliver the products to you, you will need to authorise us to charge your credit card/debit card for such re-delivery.
UK shipping - £10 or free for order over £150 (2 - 3 days)
USA, Canada and Western Europe - £15 (3 - 7 days).
Rest of the World - Standard rate is £20 (4 - 15 days).
This is just an indication of possible shipping period. Please allow additional time during Holiday periods. Any lost item can be claimed back by the buyer directly with the courier. The buyer is responsible for paying any tax and custom charges as required in the delivery country. Please provide us with your email and phone number when completing your order for any custom or duties query.
For international orders over £500, additional insurance may be required. Also certain carriers do not accept jewellery valued over £1000, in which case, wherever possible, we may need to split your order and ask for an additional shipping payment. We will contact you if this is required.
We cannot post to PO BOXES.
Even though packages are sent via secure trackable courier, on rare occasions we do experience losses whilst in transit. All delayed delivery and lost package details as above apply. Please check delivery company and contact them in case of delay or loss.
EXCHANGES & REFUNDS
As we are a small company, we do not keep any stock or mass-produce so all orders are only made once you have confirmed your payment. You can cancel an order from our standard range within 24 hours of placing it by sending us an email via email@example.com and marking the subject: "ORDER CANCEL". We will issue a refund within 48 hours using the original payment type. When you will receive you refund will depend on your bank and payment type used.
Once your order has been acknowledged as in progress, you may no longer cancel it.
All made-to-order, customised and bespoke purchases are non-refundable.
All ROKUS pieces are hand crafted individually and checked for quality, however it you have received a jewel with a fault, that fault should be flagged within 7 days of receipt via firstname.lastname@example.org. Mistakes in sizing or in your order can be fixed with additional costs being charged to the customer. Please provide a picture of the item and fault and wait for a response before returning it to us. We will repair the fault at no additinal cost to you before returning the jewellery piece to you.
For damages that are not due to a production defect, we offer an after care service that includes re-plating, re-polishing and more. Costs apply, please contact us via email@example.com to discuss.
The entire content of the www.rokuslondon.com website, including all copyright, logo, trademarks and other intellectual property rights it contains, including the use of the name ROKUS is the sole property of ROKUS and its proprietor. You not are entitled to copy, reproduce, transmit, create derivative works from the material for personal or commercially use.
All intellectual property rights on this website belong to ROKUS and its owner.