Returns & Exchanges
Exchanging or returning an item couldn’t be easier. Receive your ROEN purchase in the comfort of your own home and let us know straightaway if you’d like a different product or a refund and we’ll send you an insured shipping label.
Returns & exchanges are valid for orders placed & shipped within the US only. For made-to-order items, only exchanges or store credit are accepted at this time. Ready-to-buy engagement rings and wedding bands are not eligible for return or exchange.
You have a window of 14 days from the delivery date to:
- initiate your free return or exchange by contacting us at hello@roen.nyc
- You can either opt for a refund to your original form of payment or exchange the item for a different version.
- We will provide a prepaid, insured label for your convenience. After receiving the label, you have 5 days to have your package scanned up by the carrier.
- Upon receipt of your return, we will inspect your item within 5 business days.
- Merchandise that has been worn, used, or altered in any way will not be accepted for store credit or exchange.
- Final sale items such as personalized pieces, bespoke pieces, bridal items, and other products marked as such on the product page cannot be returned or exchanged.
- Made-to-order items can only be returned for store credit or for an exchange.
- If you would like to initiate a return or exchange, please send us an email at hello@roen.nyc with your order number and the reason for your return.
International Exchanges & Returns
- Unfortunately at this time, we cannot accept returns for international orders except in the case of defects.
- If you would like to chat with our team about an order issue, please send us an email at hello@roen.nyc with your order number
Unfortunately, we cannot accept returns or exchanges on:
- Ready-to-buy engagement rings
- items that have been worn, scratched, damaged or considered to be in unsellable condition
- international orders shipped outside of the United States
- bridal pieces
- personalized items
- sale items that have been marked down
- select made-to-order pieces.
- Vault event items that have been marked "final sale".
- Instagram, TikTok, and all other social media "drop" items are final sale.
- all custom orders are final sale.
- If an item is considered final sale, it will be clearly marked on our site.
Orders sent back to ROEN without approval are subject to additional fees and the order may be returned at the customer’s expense.
- In-stock items will be held until we receive and approve your exchange.
- Please note that lead times on made-to-order pieces will not begin until your exchange is processed.
- If your exchange item does not adhere to our guidelines listed below, ROEN reserves the right to deny an exchange and ship the item back, at the customer’s expense.
- If you are exchanging an item that was given as a gift, the amount paid for the item will be issued as a gift card for use on our site.
- Promo codes are not transferable.
To be eligible for a return or exchange, the item must be:
- Returned from within the United States
- All pieces that are eligible for a return or exchange must be sent with:
- all original packaging, unaltered
- the item(s) must be in brand new, unworn, sellable condition.
Shipping Requirements
- Our insured shipping label must be used and the item must be sent back within 5 days of initiating your exchange.
- If an order is sent to us using an alternate shipping service, we will not accept liability and cannot be held responsible for lost packages, as a result.
- Please use our insured shipping label and send the item back within 5 days of initiating your exchange.
- ROEN will not be held responsible for lost packages if an alternate shipping service is used.
- Please also secure the item in its original packaging and avoid using large or oversized boxes, as this may result in additional shipping fees being charged.
Approval
For your return to be approved, you must adhere to our conditions below. ROEN reserves the right not to accept an item if any of the below conditions are not met, and the item will be sent back at the customer’s expense.
- Your item must be sent with all original packaging, unaltered and the item must be in brand new, unworn, salable condition
Here's how to initiate your return or exchange:
- Email us at hello@roen.nyc and let us know if you want a refund or an exchange for a different size or color.
- You will receive an email with a link to print your return label.
- All returns must be scanned in at a carrier location within 5 days of receiving your label.
- Our team will inspect your return within 5 business days, and if approved, we will process your refund (please allow up to 5 business days to see it in your account), send out your exchange item, or begin production on your new item.
Each ROEN piece is meticulously crafted to embody the highest standards of luxury and artistry. During the bespoke process, you will have every opportunity to shape and refine your piece to your exact vision, ensuring your total satisfaction before production begins.
Once an order is placed, it is considered final and cannot be canceled, modified, or changed under any circumstances. All engagement rings, wedding bands, bridal pieces, and bespoke designs are final sale and are not eligible for exchange, return, or refund.
To ensure the best possible fit, we strongly recommend confirming your ring size and diamond selection with us prior to placing your order. Our team is available via text or call at +1 212 287 9126 to guide you through the process and answer any questions.
At this time, made-to-order items* can only be returned for store credit or exchanged.
Made-to-order returns & exchanges are valid for orders placed & shipped within the US only.
*Tennis bracelets may be returned for a full refund, except in the case of custom sizes.
You have a window of 14 days from the delivery date to:
- initiate your made-to-order store credit return or exchange by contacting us at hello@roen.nyc
- You can either opt for store credit for the full amount of your purchase or exchange for an item(s) that are of equal value to your original purchase.
- We will provide a prepaid, insured label for your convenience. After receiving the label, you have 5 days to have your package scanned up by the carrier.
- Upon receipt of your return, we will inspect your item within 5 business days.
- Merchandise that has been worn, used, or altered in any way will not be accepted for store credit or exchange.
- Final sale items such as personalized pieces, bespoke pieces, bridal items, and other products marked as such on the product page cannot be returned or exchanged.
- If you would like to initiate a return or exchange, please send us an email at hello@roen.nyc with your order number and the reason for your return.
- Exchanged items are final sale and cannot be exchanged or returned, except in the case of defects.
International Exchanges & Returns
- Unfortunately at this time, we cannot accept returns for international orders except in the case of defects.
- If you would like to chat with our team about an order issue, please send us an email at hello@roen.nyc with your order number
All pieces released through ROEN’s social media “drops” (Instagram, TikTok, etc.) are final sale. Due to the exclusive pricing of these designs, we are unable to accommodate returns, exchanges, or modifications after purchase.
Shipping is included with every drop piece. Resizing and other adjustments will be offered at cost.
If you have any questions before purchasing, we’re happy to provide additional details—just reach out.
A "gifted" product remains contingent on the customer fulfilling preset requirements.
If a customer makes a purchase that receives a "gift-with-purchase", but returns that purchase, the gifted product no longer adheres to the preset requirements.
Preset requirements are subject to change, but will be clearly outlined during the promotional period.
If the customer receives a gift-with-purchase product with your order, you must return the "gifted" product with your order in order to receive a full refund.
If the customer receives a gift-with-purchase gift card with your order, the gift card will be voided in the event of a return of the original sale.
If you return your order without the "gifted" product, the full retail amount of the "gifted" product will be withheld from your return.
Gifted items that were received as part of a "gift with purchase" promotion, are not eligible for exchange.
Returns & exchanges are valid for orders placed & shipped within the US only. For made-to-order items, only exchanges or store credit are accepted at this time.