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FAQ

Product
Orders
Payment
Delivery
Taxes & Duties

Product

What materials do you use?

We use 18 Karat gold following European Union standards, which has one of the strictest standards in the world. 18 Karat gold is 75% gold combined with other alloys. Each piece is stamped with '750 RoCHIC' to indicate the purity as 18K gold.

Our jewelry contains G color SI1-SI2 quality natural diamonds. SI stands for slightly included. When purchasing jewelry containing diamonds, always be informed. For more information on diamonds visit http://www.gia.edu/diamond.

Are your diamonds natural or synthetic?

All our diamonds are natural of origin. We check every diamonds in all our jewelry to ensure that it does not contain synthetic diamonds produced using Chemical Vapor Deposition (CVD) or High Pressure, High Temperature (HPHT). For more information on synthetics please visit http://www.gia.edu/gia-news-research-improved-quality-identification-challenges.

Are your diamonds certified?

Each piece of jewelry come with a RoCHIC certificate which guarantees that the diamonds are of natural origin. We check each stone in all our jewelry to ensure that diamonds are of natural origin. 

Are your diamonds conflict free?

Our diamonds are sourced from various diamond dealers around the world who ensure that the diamonds are conflict free. We include this statement in the certificate we provide.

Orders

Can I checkout without an account?

Unfortunately we require our customers to create an account. Your account contains order status & tracking information, payment history, and allows us to provide you with a greater level of customer service.

If the jewelry I want is out of stock, can I still order it?

Yes. Bespoke (made to order) jewelry take 4 weeks to deliver beginning from the first business day your order is processed. You will receive an email notifying you that your order has been processed. As soon as your jewelry is finished we will ship it out to you on the next business day. 

We know time matters and try our best to accommodate rushed orders. For orders that need to be delivered in less than 4 weeks, please contact our support if it is possible to do so. 

How long do bespoke items take to complete?

Beginning from the first business day your order is processed, bespoke items will take 4 weeks to complete and deliver.

How long does it take to process and ship my order?

We will process and ship your order on the next business day.

When will my order arrive?

If your order contains items that are in stock, we will process and ship your order on the next business day.

Shipping speeds vary, most of the world delivers in 2-3 days via FedEx. 

RoCHIC cannot take responsibility to delays due to customs clearance, weather interruptions, or payment transaction issues.

Can I have my item sooner?

As your satisfaction is our number one priority, please contact our customer service representatives about the item in question using the form below and we will do our best to accommodate your deadline. 

Can I add a item to an order I already placed?

Items cannot be added to a processed order. Though this is so, you can simply place a new order and contact our customer service representatives using the form below. If your previous order has not yet been shipped, shipping charges will be waived. 

Payment

What are my payment options?

We accept PayPal and all major debit and credit cards.

We do not accept cash, cheques, or money orders.

How many promo codes can I use?

We limit the use of promo codes to one code per order.

Are import duties and sales tax included?

RoCHIC prices include import duties but not sales tax, value added tax, nor other country specific taxes.

Sales tax, value added tax, and country specific taxes are collected in addition to the final selling price when you order from us.

Why is there an order error message in checkout?

If an error message that appears, there may be inconsistencies with the billing address on your selected payment method and the billing address you have provided with us.

By default, we set the billing address to be the same as the shipping address. If your billing address is different from your shipping, please correct this.

Lastly, review all information and look for typographical errors. 

If you are still having trouble with payment please contact our customer service representatives using the form provided below.

Delivery

How much is shipping?

For orders above $300 USD shipping is free. For orders less than $300 USD shipping will be quoted based on your delivery address.

Are my items insured?

All our shipments are insured with the full declared value for customs purposes.

How are my items delivered?

All our items are shipped with our partnered courier, FedEx. 

All items are secured in a FedEx box with no indication of what is inside. Your jewelry pieces are individually packaged in exclusive RoCHIC gift boxes that come free with every order.

We reserve the right to use other couriers/agents in special circumstances.

Can you ship to another address?

If your item has not yet been shipped, we can change your final delivery address. We will require some additional forms of identification for security purposes. If your order has shipped, please contact FedEx directly to change the delivery address.

How do I track my order?

You can track the status of your order by logging into your account and viewing your order status. 

For bespoke jewelry, the status will indicate the stage in which your jewelry is currently in. 

For orders that have been shipped, you will receive a shipping confirmation email with the tracking number. You can track the status of your order using the link provided in your order confirmation email.

Alternatively, you can also use the FedEx number and look up the status of your shipment via https://www.fedex.com/apps/fedextrack/?action=track.

Taxes & Duties

Taxes and Duties for Each Country Served

We currently serve the following countries. Please review the following tax and duty information for your country for any additional taxes and duties you may incur.

If you wish to purchase an item but your country is not listed, please contact us using the form below and we will try to accommodate your request.

 Country
Import Tax
Sales Tax
Additional Info
Australia
5%
10% GST
Only items over 1000 AUD will incur Taxes & GST.
Import tax and GST are not collected at checkout.
Customers are responsible for paying any duties & taxes incurred.
Bahrain
5%
0%
Import tax is not collected at checkout.
Customers are responsible for paying any duties incurred.
Canada
6.5%

 0-10% depending on province.

Only items over 60 CAD will incur duties and taxes
Import tax and sales tax are calculated and collected at checkout. 
Hong Kong
0%
0% NA
Japan
5.4%

8%

All items regardless of value will incur duties and taxes.

Import tax and sales tax are calculated and collected at checkout. 

Kuwait 5% 0%
Import tax is not collected at checkout.
Customers are responsible for paying any duties incurred.
Macau 0% 0% NA
Malaysia 0% 6%

Only items over 100 USD will incur duties and taxes.

Import tax and sales tax are not collected at checkout.

Customers are responsible for paying any duties & taxes incurred.
Oman 5% 0%

Import tax is not collected at checkout.

Customers are responsible for paying any duties incurred.

Pakistan 3% 0%

Import tax is not collected at checkout.

Customers are responsible for paying any duties incurred.

Qatar 5% 0%

Import tax is not collected at checkout.

Customers are responsible for paying any duties incurred.

Saudi Arabia 5% 0%

Import tax is not collected at checkout.

Customers are responsible for paying any duties incurred.

Singapore 0% 7%

Only goods with CIF Value exceeding S$400 will be charged GST.

Import tax and GST are not collected at checkout.

Customers are responsible for paying any duties & taxes incurred.
South Korea 8% 10%

Only goods with CIF Value exceeding 1 million won are charged with import tax and sales tax.

Import tax and sales tax are not collected at checkout.

Customers are responsible for paying any duties & taxes incurred.
Switzerland 0% 8%

Import tax and VAT are not collected at checkout.

Customers are responsible for paying any duties & taxes incurred.
Taiwan 0% 5.04%

Import tax and VAT are not collected at checkout.

Customers are responsible for paying any duties & taxes incurred.
USA 5.5%

0%

Ships from abroad.

Only items over $2500 USD require a formal CBP bond.

Import tax and sales tax are calculated and collected at checkout.

CIF Value - Value of the item purchased + shipping & insurance.
  • If shipping &insurance is free, the CIF Value = price of the item before any duties and taxes.

For any other questions and concerns, please leave us a message using the form below and we will get back to you soon.

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