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Reopening Update. Back to Business – Safely and Responsibly
In-Store Safety
- All staff complete a health assessment before each shift
- All staff will be wearing personal protective equipment, including masks, at all times
- All staff will undergo a health screening and temperature check prior to the start of every shift
- All items being dropped off will be completely sanitized before being picked up
- All jewelry is cleaned with an alcohol wipe before and after each client or staff interaction
- All checkout pin pads and stylus, tablets, jewelry viewing scopes, ring sizers, spends, jewelry cases, and counter space is cleaned and sanitized after servicing each client
In order to adhere to social distancing guidelines and provide the most excellent service, at times, the number of guests permitted inside a store may be limited. Barrier gates will be used to let you know the store has reached the maximum number of clients that can be serviced at that time. Thank you for your patience and understanding.
Showing Stations: We have set up individual showing stations within each store equipped with a transparent countertop protective shield, alcohol wipes, among other items to allow you to comfortably view any item with a certified associate. Hand sanitizer will be provided before and after handling merchandise. Our jewelry is fully sanitized before and after every use.
Jewelry Cleanings & Inspections: Ring & jewelry cleaning services and supplies are available at all open locations. Additionally, associates are following well-defined procedures to complete warranty-required jewelry and watch inspections.
In-Store One-One-One Appointments: You can now schedule your one-on-one appointment with one of our expert jewelry consultants here before you come in. Diamond experts can assist you in choosing an engagement ring, personalizing a wedding band or selecting a special anniversary gift.
FAQs: You’ll also find detailed information to help ease any concerns you may have about your warranty, layaway, custom orders, 60-day guarantee, clean & checks, and more below.
All store locations have re-opened but are operating at adjusted hours and schedules. Please call ahead to confirm opening and closing times. Thank you
Illinois
Indiana
Michigan
| Genesee Valley, Flint | The Crossroads, Portage |
| Laurel Park Place, Livonia | Westwood Mall, Jackson |
| Meridian Mall, Okemos | Woodland Mall, Kentwood |
| RiverTown Crossings, Grandville | The Lakes Mall, Muskegon |
Minnesota
| Apache Mall, Rochester |
| Burnsville Center, Burnsville |
| Crossroads Center, St. Cloud |
| River Hills Mall, Mankato |
| Rosedale Center, Roseville |
Ohio
| Pennsylvania | South Dakota | Tennessee |
| Mall At Robinson, Pittsburgh | The Empire Mall, Sioux Falls | Governor's Square Mall, Clarksville |
| Millcreek Mall, Erie | RiverGate Mall, Goodlettsville |
Wisconsin
Frequently Asked Questions
CAN I HAVE MY RING CLEANED AT THE STORE?
Professional ring & jewelry cleaning practices have resumed at all open locations with additional safety precautions in place for both our guests and associates. However, we will not be providing in-store service cleanings on porous or absorbent stone jewelry such as opal, pearl, emerald, ivory, amber or cameo stones, etc.. Instead, a take-home jar of jewelry cleaning solution will be provided to you. Please call ahead to check the store hours.
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.
IS THERE AN ADJUSTED RETURN POLICY FOR ORDERS PLACED ON THE WEBSITE?
Online orders placed between 02/22/2020 and 06/10/2020 can be returned up to 90 days after the purchase date. Orders placed after June 10th, then qualify for our standard 60-day return policy. If you have additional questions, please contact one of our personal jewelry shopping assistants via the live chat on our website.
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 stores, using the same hyper-local approach we have used to date. We completely understand your worries and questions surrounding the temporary closures of stores. Like all of you, we are taking this situation day by day, so we have no definitive timeline as to when a particular 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. All We Will inspections that were initially due after March 14, 2020 will be extended to Saturday, October 31st, 2020. 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 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 access your credit account at any time to make online payments or look up account details by clicking here: Pay My Bill
To register new accounts, and set up your online profile click here. Your credit card number is your 16-digit Rogers & Hollands or Ashcroft & Oak account number (this number will begin with 601801). You can find your account number on your printed statement received via mail, or by calling our credit department, Monday - Friday 8:30 a.m. - 5:00 p.m. CT (800) 326 - 4116 Dial Opt. #1 Guest Service, then Dial Opt. #2 Credit Assistance.
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 between 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.