Customer Service
Customer Service
Check below for Frequently Asked Questions, Ordering, Shipping and Jewelry Care.
Frequently Asked Questions
What is On This Rock NYC's Return Policy?
If you are not satisfied with your order, we will gladly accept your timely return for a refund (less original shipping charge and a 5% handling fee) or an exchange within 14 days of purchase. You will be refunded in your original form of payment within 30 days of receipt. Returned merchandise should be unworn, and in new condition in its original packaging. On This Rock Jewelry will not be responsible for items lost in transit. Please complete and include the return form you received with your order and return it along with your package.
Custom jewelry is not refundable.
Can I return, exchange, or have an item refurbished?
Yes, as long as it complies with above return policy.
Custom jewelry is not refundable.
Can I add to an order I placed yesterday?
Yes, as long as you notify us via email: hello@onthisrockjewelry.com or phone:(347)688-0476 within 24 hours. Your additional items will be processed along with your initial order.
How do I properly clean and care for my jewelry?
Air is the enemy of metal so we recommend that you store all jewelry in an anti-tarnish cloth bag or a tarnish free plastic bag.
Silver or Brass Jewelry: Use the polishing pad included with your purchase.
When wearing your cuff, avoid bending the metal excessively by adjusting the cuff on your wrist so that it comfortably slips on and off.
What are your cuff sizes?
Most cuffs come in standard and large sizes
Standard: 2" wide by 6" long
Large: 2" wide by 8" long
There may be exceptions, please check product details for specifics.
What are your necklace sizes?
Most necklaces come in the following lengths
Standard: 16" and 18"
Large: 20" and 24"
There may be exceptions, please check product details for specifics.
Do you have a store?
At this time, we only have an online store.
When will I receive my order?
Most items take an average of 2 weeks to process as they are handcrafted and made in the USA. However, your items can be shipped prior if available. Once your order is processed, you will receive a shipping confirmation with a USPS tracking #. It will take 2 to 3 business days for delivery unless you request a next day delivery when checking out.
When does my credit card get charged?
Your credit card is charged upon placing your order online once you confirm your order at checkout.