Frequently Asked Questions
Frequently Asked Questions
Our current processing time for most items is 3 - 5 business days. For 14k solid gold items, please allow additional an addition 1 - 2 weeks as we hand make each item to order in our Los Angeles studio. If you have any questions at all or need your order by a certain date, feel free to reach out at anytime and we will do our best to accommodate your request.
We do our best to ensure that all items we have listed online are either in stock, or we have the adequate materials to make your item in our studio.
If you need an item by a certain date, we're happy to do our best to accommodate your request. Please feel free to reach out to us with any questions or requests!
If you need to cancel an order please reach out as soon as possible and we will do our best to accommodate your request. Please note that due to the handmade nature of some of our items, we may not be able to accept a cancellation.
We do not currently take phone orders.
We require signature on delivery for items over $300. If you need us to make an exception to this, please send us an e-mail after placing your order. We reserve the right to require signatures for certain orders.
There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that RG does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery. If you decide to return your package, you may do so within 14 days of receiving your order. We will issue you store credit upon receipt of the return in the form of a gift card. Please note that the item must be in the same new condition that we shipped it in.
We do currently offer exchanges and resizes on most of our rings. We highly recommend double checking your ring size locally before placing your order. If you are in Los Angeles, you can always come visit our shop and we can size your ring for you on the spot! Alternatively you can check our our ring sizing chart here.
Customers whom have placed orders on or after June 15th, 2020, based on product eligibility, may return their item(s) for online credit. However, please note that online gift card credit processing may take 1-7 business days to receive, beginning from the date your returned order is delivered to our facility.
Returns for online orders must be initialed online with a customer care representative within 14 days of delivery date. Please contact us with your order number to initiate a return.
Store credit will be issued in the amount of the original purchase price, less original shipping costs which varies from $5 - $20 depending on the item(s) and order amount.
It's the customers responsibility to cover return shipping costs, and to ensure that the item(s) arrives safely and undamaged. Please make sure the returned item is packaged with care.
We unfortunately cannot accept returns or exchanges on custom orders, custom sizes, and engraved items.
We hold the right to refuse returns on orders where a discount or promotional code was applied, but will accept exchanges on most promotional / discounted items unless marked final sale.
Due to the nature of our 14k solid gold rings being handmade to order, if a return is necessary please note that there will be a 10% restocking fee off of the original purchase price. All returns must be unworn, have no signs of wear or damage, and in its original condition as well as original packaging.
We do not cover ordinary wear and tear or damage caused by improper use or accidents. Returns and exchanges can take 1 - 7 business days to process after receipt of original item.
We recommend tracking all return shipments, and insuring packages of value. We are not responsible for lost packages, and we cannot issue a refund if your package is lost or damaged.
We’re unable to refund original shipping fees on any orders. Orders outside of the US or Canada may have duties and taxes incurred. You are responsible for paying these fees and we’re unable to waive or refund them, even if the order is returned back to us.
In an industry that is known for conflict, it is of the utmost importance to us that we and the companies in our supply chain practice sustainability in our day to day operations.
Please have a look at our sustainability promise for more information.