For Now & Forever

Dear Valued Guests,

My focus is, as always, on the health and safety of our associates, guests, and communities we serve. As a result of COVID-19, most Rogers & Hollands and Ashcroft & Oak store locations are temporarily closed. We will continue to evaluate the situation in partnership with health officials and local governments to assess when to reopen stores and safely bring our associates back to work. A few locations have reopened; please see the reopening update below for details on these locations.

Our online store is open and actively shipping. Shipping is free, and orders are delivered in premium packaging with our signature elegant black boxes, ready for gifting. And please know, although most store locations may be closed at this time, you can connect with one of our expert jewelry consultants ready to help you every step of the way via our Website chat tool every day at www.rogersandhollands.com or www.ashcroftandoak.com.

On behalf of everyone at Rogers & Hollands Jewelers and Ashcroft & Oak Jewelers, our hearts go out to those impacted by COVID-19— including not only those diagnosed with the virus but their friends and family as well as those whose jobs and schools are affected. From our family to yours, please know we feel very privileged to have you as part of our extended family and we are very much looking forward to welcoming you back soon. In addition to following the guidelines and recommendations from the CDC and WHO, let’s go out of our way to be kind to each other.  We look forward to serving you soon, either online or in our stores as they reopen.

Stay safe and healthy!

Craig Stern, President & CEO


Reopening Update. Back to Business – Safely and Responsibly

(Saturday, May 30, 2020)

Indiana Open Stores (click for more details)

Castleton Square Mall, Indianapolis Haute City Center, Terre Haute
College Mall, Bloomington Southlake Mall, Merrillville
Glenbrook Square, Fort Wayne Tippecanoe Mall, Lafayette
Greenwood Park Mall, Greenwood University Park Mall, Mishawaka

 

Illinois Open Stores (click for more details)

Woodfield Mall, Schaumburg

 

Ohio Open Stores (click for more details)

Beachwood Place, Beachwood Polaris Fashion Place, Columbus
Belden Village Mall, Canton Richland Mall, Mansfield
Franklin Park Mall, Toledo Southern Park Mall, Youngstown
Great Lakes Mall, Mentor SouthPark Mall, Strongsville
Great Northern Mall, North Olmsted  

 

Kentucky Open Stores (click for more details)

Greenwood Mall, Greenwood
Mall St. Matthews, Louisville

 

Wisconsin Open Stores (click for more details)

Fox River Mall, Appleton
Brookfield Square, Brookfield
Bay Park Square, Ashwaubenon (rogers & hollands)
Oakwood Mall, Eau Claire
Mayfair Mall, Wauwatosa
Southridge Mall, Greendale

 

South Dakota & Minnesota Open Stores (click for more details)

The Empire Mall, Sioux Falls, SD
Apache Mall, Rochester, MN
Crossroads Center, St. Cloud, MN
Rosedale Center, Roseville, MN

 

Tennessee & Missouri Open Stores (click for more details)

Governor's Square Mall, Clarksville, TN
Mid Rivers Mall, St. Peters, MO
RiverGate Mall, Goodlettsville, TN

MICHIGAN ALL LOCATIONS CURRENTLY CLOSED
NEW YORK ALL LOCATIONS CURRENTLY CLOSED
PENNSYLVANIA ALL LOCATIONS CURRENTLY CLOSED

 


Frequently Asked Questions

I MADE A PURCHASE ON THE WEBSITE, WHEN WILL MY ORDER SHIP?

We are committed to shipping orders placed on our webstore as soon as possible. Purchases made online starting 2/22/20 can be returned up to 90 days after the purchase was made. If you have additional questions, please contact one of our personal jewelry shopping assistants via the live chat on our website from 9 am - 9 pm CT.

 

I HAVE AN ITEM ON LAYAWAY AT A CURRENTLY CLOSED STORE, AM I REQUIRED TO MAKE PAYMENTS RIGHT NOW?

Don't worry! Until your store reopens, you are not required to make payments on any current layaway item. Required payments on your item will resume once the store reopens, with an additional 30-day grace period from the date of reopening. Please check our site weekly on the opening status of your store to ensure payments remain current. This applies to the store location in which you purchased the item. If you'd like to continue making payment, please contact a guest service representative via email or the live chat on our website from 9 AM - 9 PM CT.

 

HOW LONG WILL STORES BE CLOSED?

We will continue to follow the guidelines of government and health officials, in addition to shopping mall management, in determining when we will reopen our stores, using the same hyper-local approach we have used to date.  We completely understand your worries and questions surrounding the temporary closures of our stores. Like all of you, we are taking this situation day by day, so we have no definitive timeline as to when a location will be open again, but we ask for your continued patience and understanding as we all work through these new challenges. We can promise that updates will be made on our website and via email to inform you as soon as possible. Sign up for email here. 

 

THE DATE FOR MY WE WILL GUARANTEE JEWELRY INSPECTION OCCURS WHILE MY LOCAL STORE IS CLOSED, IS IT STILL VALID?

We appreciate that you are concerned with maintaining your warranty. The terms of our free WE WILL Guarantee require that your jewelry be inspected by us every six months to keep the WE WILL Guarantee in good standing. We have extended our WE WILL Guarantee to include a 90-day grace period or 30 days beyond the time your store reopens, whichever is later. Please check our site weekly on the opening status of your store to ensure the warranty remains current. Your warranty will not void during this extension. We will continue to take good care of you and your jewelry needs when our stores reopen. We look forward to seeing you and updating your warranty at that time. If you would like to confirm your next inspection date, please call our Guest Relations Department at 708-679-7588 or contact us via live chat from 9 am - 9 pm CT.

 

MY JEWELRY OR WATCH WAS BEING REPAIRED, OR HAS BEEN COMPLETED, WHEN WILL IT BE RETURNED?

You put your trust in us to handle your precious items and we are doing our best to continue completing repair orders. We sincerely apologize for any inconvenience this has caused and promise to keep your jewelry safe and secure. If your item is at a location that is currently closed, we are working with the malls to possibly gain access in order to complete repairs and/or get these items to you. If your repair has been completed and is at our corporate office, we will either hold it for you until stores reopen or send it directly to your home. All repairs that were being held at our Home Office will be sent back to locations that are already open OR are planning to reopen soon. If you would like to get more information on the status of your repair, please contact a guest service specialist at 708-679-7588.

 

I PLACED A SPECIAL ORDER. WHEN WILL I RECEIVE MY RING OR OTHER SPECIAL ORDER JEWELRY ITEM?

If you recently purchased a special order item from us, we will continue to follow up on the status of your order. We apologize for the delay and understand how you feel. Each piece of jewelry is important as well as the sentiment that surrounds your jewelry. We are urgently working with our suppliers on updates to be proactive on existing orders. If your store location has reopened and your special order has been completed, your special order will be sent back to your location for pickup. Please call the store to confirm they have your order before going to pick it up. If you have any questions, please contact a guest service specialist at 708-679-7588.

 

HOW DO I PAY MY CREDIT ACCOUNT BILL ONLINE?

You can make online payments or look up your account information by clicking on the "Pay My Bill" link in the upper right header of the website or if on a mobile device, scroll down to the bottom of the page and click Pay My Bill. You can also click here to get to the payment link. 

At the registration page, when prompted to enter a credit card number, please enter your 16-digit Rogers & Hollands or Ashcroft & Oak account number (this number will begin with 601801).

 

HOW DO THE STORE CLOSURES AFFECT THE RETURN & EXCHANGE POLICY?

Due to our store closings, our original 60-day return policy has been extended 30 days beyond the date your store reopens. Please check our site weekly on the opening status of your store to confirm the maximum return eligibility date. 

 

CAN I USE RECENTLY EXPIRED COUPONS ONCE STORES REOPEN?

Holiday Dough coupons, Diamond Preferred Club vouchers, and Credit Accountholder Reward certificates that have an expiration date of March 1st, 2020, or later, have a new expiration date that is 30 days beyond the time in which the certificate, voucher or coupon-issuing store reopens. Please check our site weekly on the opening status of your store to confirm the new eligible use date.