Frequently Asked Questions

FAQs

COVID-19 Updates

Heaven-Roc is still trading. Due to the COVID-19 pandemic, you may experience some delays in the processing and shipping of your order.

To ensure the health and wellbeing of our customers, staff and community, we are strictly implementing social distancing guidelines and additional cleaning procedures in our studio and warehouse.

How should I take care of my jewelry?

Here at Heaven-Roc we have the highest standards in the design, materials and craftsmanship of our jewelry. This means that only basic care is necessary for you to preserve your jewelry for years to come.

Keep your jewelry in an absolutely dry place, away from heat and moisture – particularly if it’s silver. It is best to avoid leaving your jewelry of all kinds in sunlight – we recommend keeping it in a storage box. Consider buying an anti-tarnish cloth so you can occasionally wipe away any moisture, oils or dust that may linger on your precious gems. Professional cleanings every year or few years are recommended for jewelry that you wear often.

What payment methods does Heaven-Roc accept?

Heaven-Roc currently accepts all major credit cards, including American Express.

We accept the following payment methods:

Manual Bank TransferCredit Card (Visa, MasterCard, American Express)PayPalBancontact / Mister CashKBC / CBCBelfius DirectNetAmazon PayMANUAL BANK TRANSFER

If you select bank transfer we provide you with our bank details in a separate e-mail and deliver the goods on receipt of funds.

CREDIT CARD (VISA, MASTERCARD, AMERICAN EXPRESS)

We accept Visa, Mastercard and American Express. Via a secure SSL connection your credit card data will be transmitted securely. Your credit card data will not be stored by Orphelia. The amount invoiced will be provisionally debited to your credit card account when you place the order and debited once the goods have left our warehouse.

Deliveries and Payments

You can place an order on our website easily from your computer or smartphone – simply add the rings you wish to purchase to your cart and check out your order. We accept Visa, Mastercard and American Express.

Creating a Heaven-Roc account will help you easily track the progress of your order, see your order history, and will enable you to add things to your wishlist – like that ring that you’ve been eyeing for a while.

All orders are processed during usual business days – that is, Monday through Friday, excluding weekends and public holidays. From the moment your order leaves us, your order will be with you within 4-7 business days, or within 2 days if you have selected expedited shipping at the checkout.

Our packages require you to be available to receive your delivery, so that your jewelry doesn’t get misplaced. We use discreet packaging both for the safety of the package and for you to be able to surprise someone with a gift.

Returns and Exchanges

At Heaven-Roc, we understand that sometimes you can have a change of heart. We accept items for returns and exchange within the United States if they are returned in the same condition within 30 days. All international sales are final.

To return or exchange your purchase, email our customer service team at info@heavenroc.com. Your request for a return or exchange will be answered by our team within 1-3 business days, and they will provide you with further instructions for sending back your item.

The client is responsible for all shipping costs involved in returning or exchanging an item. Please allow 1-3 business days for us to process your return upon us having received it. Credit card refunds may take up to an additional 2 weeks to be processed. Original delivery charges will not be refunded.

Will my purchase arrive gift wrapped?

All Heaven-Roc purchases will arrive to you in our keepsake mandarin box, tied with a satin bow. This means your purchase can be ready to give as a gift straight away – to someone special, or to yourself.

What are cookies?

As is common practice with almost all professional websites, this site uses cookies. Cookies are tiny files that are downloaded to your computer that improve your website experience as a customer. A cookie file will store the website’s name, as well as a unique ID that represents you as a user. This means companies can tailor their websites to you, because they know some information about you already.

This site uses Google Analytics – one of the most widespread and trusted analytics systems that help us understand how you use the site, so we can ultimately make it easier for you to navigate! We use cookies to track things such as how long you spend on the site and which pages you visit so we can continue to produce engaging content for you.

For more general information on cookies see the Wikipedia article on HTTP Cookies.

Feel free to contact us if you have any further questions about our site’s use of cookies.

Disabling cookies

You can prevent the setting of cookies by adjusting the settings on your browser (see your browser Help for how to do this). Be aware that disabling cookies will affect the functionality of this and many other websites that you visit. Disabling cookies will usually result in also disabling certain functionality and features of the this site. Therefore it is recommended that you do not disable cookies.

Privacy

Your right to privacy is very important. We recognise that when you choose to provide us with information about yourself, you trust us to act responsibly. That’s why we only use this information to help us provide you with better service. We’ve put in place policies to protect your personal information, so that you can shop with complete peace of mind.

Want to ask us something else?

Our team is at your service – send us an email at info@heavenroc.com. We look forward to hearing from you.

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