FREQUENTLY ASKED QUESTIONS

Where do we ship to ?

We provide shipping for both domestic and international.

How much is shipping cost ?

Shipping cost may vary depending on the destination of your orders. The system will automatically calculate your shipping cost when you make your order.

Do you ship internationally ?

Yes we do ! If you are purchasing at Roxalne.com from overseas, we provide shipping for international orders and you can get free shipping cost for orders above Rp 1.500.000 We will ship your beloved good through Pos Indonesia EMS service.

How long will the shipment be ?

Most items are already in stock and we will try to send them out within 1-3 working days however please refer to delivery times listed on each individual item as this could vary. Items made to order will be assessed and time scale quoted individually.

For in stock items with special request of stone replacement will require an additional 3-5 working days.

How to order ?

To purchase our jewels you can click Shop. You will be redirected to our e-shop.

How is my order packaged ?

For our Magic metal series you will receive a baby pouch and our Box of love.

For our Sterling light series you will receive a baby pouch , our classic signature box in our Box of love.

Where is my order ?

To preview your tracking number you can access Orders page.

Can I edit my order ?

Yes , your orders can be edited manually before proceeding payment.

Can I cancel my order ?

Yes , you can cancel your order before proceeding to payment. If payment has already been made unfortunately it’s not possible to cancel your order.

How do I get an item repaired ?

Please send us an email to info@roxalne.com regarding your item.

Yes with an additional charge to replated the silver jewelry. We promise you the best quality of replating our products. The endurance for the gold plated item may vary depending on the usage of the product and daily wear. We suggest that you follow our care card instruction for a longer lasting product.

Is it possible to gold plate my silver ROXALNE jewelry ? How long is the endurance for the gold plated item ?

Yes with an additional charge to replated the silver jewelry. We promise you the best quality of replating our products. The endurance for the gold plated item may vary depending on the usage of the product and daily wear. We suggest that you follow our care card instruction for a longer lasting product.

What should I do if I receive the wrong products ?

Please inform us after you receive your items if the products you ordered are wrong, we will contact you via email and we will be sending the right products after the wrong items have been returned (proof of sending them back) the shipping fee for sending the jewels back will be refunded.

How do I place an exchange or return ?

ROXALNE’s return policy :
An exchange or return is only available under these circumstances.

  1. You received the wrong products
  2. You recieved the right products but they are broken due to shipment etc.

Will I receive a refund ?

Unfortunately we do not offer a refund , all our jewels are non-refundable.

Will my shipping fee be refunded ?

You will receive a refund under certain circumstances  if you receive the wrong products we will refund your shipping fee.

Guarantee :
There will be a complimentary guarantee for each product within one year. For our Magic metal series you can get your jewels repolished or replated once within 6 months from your purchase date and for your Sterling light jewels repolished or replated twice within 1 year from your purchase date.

However in certain circumstances we will ask for extra charge.

What are ROXALNE’s jewels made of ?

ROXALNE’s jewels are divided into 2 types based on the material.
Sterling Light is made of 925 Sterling silver while
Magic Metal is made of Brass & Copper.

How do I find my ring size ?

ROXALNE’s rings are adjustable in size our range is 5-7 US
.

How do I care for my jewelry ?

We provide care card with all the important things for a long lasting jewels.

Jewelry requires proper care and treatment for its longevity so that it can even be handed down as heirlooms to future generations without losing their shine and sparkle. Regular cleaning of Jewelry is essential to maintain shine and brilliance of jewelry’s gemstones and metal. On wearing jewelry, it gets dirty as you use various skin and body care solutions such as soaps, lotions and even it becomes oily from your skin’s natural oils. Nevertheless when your non plated 925sterling silver jewelry turns dark wipe it with Roxanle’s polishing cloth. For further information please read our care card thoroughly.

My gold plated items are wearing off, what can I do ?

Some of the designs available are made from gold plated silver or brass & copper to give a two metal appearance. Wear and tear can wear away the gold plating to leave more silver visible. Gold plating can be repeated for frequently worn items to return them to their original condition. There will be a service charge for this. It’s always suggested to return your roxalne jewelry to us so that you will get the high quality guarantee for your use of our product. We offer guarantee too, click here.

Can you provide gift wrap ?

For our Magic metal series you will receive a baby pouch and our Box of love.

For our Sterling light series you will receive a baby pouch , our classic signature box in our Box of love.

Do you offer a gift card ?

Yes we do, we’d love to help you share your message. Please send us the writings and our team will write them out for you. Please note that we don’t provide the wordings.The letter should be provided by sender.

How do I pay ?

For local orders you will be able to make easy payments through your local banks. We accept payment in the form of transfer or  mobile banking.

What currency will my order be processed in ?

Your order will be processed in Indonesian Rupiah.

What form of payment do you accept ?

We only accept payment through bank transfers at the moment.