Frequently Asked Questions

YOUR ORDER

Placing an order, view and track the progress of your order.

Your Order - Customer Care - The Future Rocks
Can I place an order without creating an account?

Yes, it is possible to check out as a guest. However, if you do decide to create an account, you get the opportunity to save shipping and billing addresses in the address book, you will be able to view your order history and you can find tracking numbers for current orders.

Placing an order

You can create an account or proceed with guest checkout.

Creating an account provides you with the ability to:

  • Keep track of current orders and view previous purchases.
  • Save your billing and shipping information to place orders conveniently.
  • Manage your wishlist to place orders conveniently.

All orders are subject to acceptance and availability. By placing an order, you agree that:

  • you have reached the age of majority in your jurisdiction,
  • all details you provide to The Future Rocks are true and accurate,
  • you are an authorized authorized user of the credit or debit card used to place your order, and
  • there are sufficient funds in your payment method to cover the order's cost.
Order confirmation

Once you place an order, we will send an order confirmation to the e-mail address provided at checkout. The order confirmation* is an invoice and includes all your relevant order details.

* Note that this is not an acceptance of your order but a confirmation that we have received your order. 

We will send an order dispatch confirmation to your e-mail address which will be our acceptance of your order creating a legally binding sales contract between you and The Future Rocks subject to and per our Terms & Conditions. If we dispatch your goods separately, we may send you a confirmation, and there will be a separate contract for each.

Until such point, you can contact us and cancel your order, except for made-to-order items, with any payment you made for ordered goods refunded. Following acceptance, you can only cancel your order per your cancellation rights in our Refund Policy.

Canceled orders, for any reason, including if we cannot accept your order, then any payment you made for ordered goods will be refunded, and there will be no contract between you and The Future Rocks. 

Please note: we reserve the right to limit quantities per order or customer for exclusive releases.

If you’ve received your order confirmation and have any concerns, please get in touch with us, and we will be happy to help you make modifications where and to the extent possible.

Order processing

Standard order processing takes up to 2 business days*.

Orders placed after 11:00 AM (EST) may be processed the following business day, and orders placed on weekends and holidays will be processed the following business day starting at 8:00 AM (EST).

* During peak periods, processing times may exceed two business days.

Modifying or cancelling your order

Modifying or canceling an order is possible if the item(s) has not yet entered into manufacturing or has not shipped.

To modify or cancel your order:

  • Contact our Customer Care team if you would like to make changes to your existing order.
  • Our Customer Care team will help facilitate feasible changes before the order enters the shipping queue.
Checking your order status

To verify an order’s status:

Log in to your account and click on the Orders tab on the left-hand side. Under status, your order* is either Received, In Process, or Shipped.

* Please note: we will update the status of your order throughout your order’s progress.

Here are the definitions of each stage:

Received
You have successfully placed an order in the queue for processing.

In Progress
Your payment method has been approved, and we will prepare your order.

Shipped
We’ve packaged your order, and a tracking number is available. From this point on, you will be able to track your package’s progress as it makes its way to you.

PAYMENT INFORMATION

The Future Rocks supports easy and convenient payment.

Payment Information - Customer Care - The Future Rocks
Pricing and currency

Item prices may vary depending on the destination country or region and the currency used to pay for the item(s).

To ensure the most accurate pricing, taxes, and delivery fees while browsing, please select the desired shipping country at the bottom of any page.

Payment method

The Future Rocks accepts payment via Visa, MasterCard, American Express, Apple Pay, and Google Pay. Customers shopping from Belgium and Netherlands can also pay via Bancontact or iDEAL.

You must comply with the ‎terms of all agreements between you and any third-party payment ‎processors. If you have any ‎disputes regarding processing your payment, you must deal ‎directly with those third parties to ‎resolve the conflicts. You authorize ‎us to charge all amounts to the ‎payment method details you provide to us. You represent and warrant that each ‎credit card or other ‎payment method you use for payment to us belongs to you, and you have the right to place charges on the credit card or other payment method.‎

Charging your card

When placing an order, the funds allocated for that purchase will be temporarily on hold -- this is the standard pre-authorization period. While this is not an official charge, it is a step towards ensuring sufficient funds are in the account to complete the transaction.

Upon order approval, we will officially deduct the amount owed from your account. The initial pre-authorization charge will automatically void once order processing commences.

Canceling an order will result in the immediate voiding of the transaction. Please note that it may take your bank additional time to allocate the funds back into the account and update your statement.

Personal data

As an online retailer, data and information security are of the utmost importance to us. Our systems are thorough, secure, and rigorous, ensuring that all personal data shared is protected and explicitly confidential.

All personal data shared during order placement is according to our Privacy Policy.

SHIPPING & HANDLING

Information on duties, taxes, and tracking order delivery.

Shipping & Handling - Customer Care - The Future Rocks
Shipping information

Once your order ships, you will receive an e-mail with your order's tracking information*, allowing you to keep tabs on the progress of your delivery.

*Please note: tracking information is made available online up to one business day after dispatch.

Duties and taxes

If the final price includes duties and taxes at check out, you will not be required to pay any additional fees on delivery.

Your local customs authority determines duties, taxes, and fees, and payment of these fees is obligatory if you wish to obtain your order.

For further information, please consult your local customs office.

Why isn't my order shipped immediately upon payment?

With a socially conscious vision and an unwavering commitment to sustainability, we encourage our community of creatives and designers not to overproduce and operate on a made-to-order basis. In light of that, we hope you'd be patient with your order and allow extra time for our creators to craft the jewelry that will stand the test of time.

RETURNS & EXCHANGES

As part of our commitment to reducing our environmental impact, our return instructions are paper free.

Returns & Exchanges - Customer Care - The Future Rocks
Rights to a Repair or Replacement Product and Your Cancellation Rights

All customers may return a product to the relevant Brand and obtain a replacement of the product or a repair from the Brand that sold the product where the product is:

faulty, defective or damaged;

not of satisfactory quality;

does not match the description on the Website; or

different from the one you ordered.

In order to return a product and have it replaced or repaired, please contact The Future Rocks at contact@thefuturerocks.com or by contacting our online customer service through the live chat function on the Website within 14 days of receiving the product, stating clearly the order number and product that you wish to return and telling us the reason a replacement product or repair is required. We will inform the relevant Brand and arrange to have the product collected from you and, if the Brand agrees to accept the return of the product and to repair or replace it, the Brand will cover the cost of the return shipment.

Depending on where you live, you may also have a right to cancel your order under relevant laws and regulations applicable in the country or territory in which you reside within a set cancellation period after you placed the order or made the purchase. This means that, during the cancellation period, if you change your mind or for any other reason you decide you do not want to keep the purchased product, you may notify us of your decision to cancel the order. In this case, subject to clause 3 of this Policy, once the product is returned to the relevant Brand, you will receive a full refund.

Except in relation to certain types of products as set out in clause 3 of this Policy, you may cancel an order (or part of an order) at any time before your product is delivered and up to 14 days afterwards, beginning on the day after you received the products ("cooling-off period").

To cancel an order, you must clearly inform us, preferably by email to contact@thefuturerocks.com or by contacting our online customer service through the live chat function on the Website, stating clearly the order number and product that you wish to return and telling us the reason for your cancelation via the online interface on the Website. 

If you cancel an order (or part of an order) within the cooling-off period, we will arrange for pickup of the product after we are notified of the return request. You must ensure the item(s) comply with the conditions of this Policy. We will process the refund due to you as soon as possible.

In any case, we will strive to complete the refund within 30 days after the day on which the Brand receives your return.

For international shipments, we will arrange to collect from you the product you wish to return. For domestic shipments or for shipments outside of our service area, the Brand will arrange for collection of the product you wish to return. You are responsible and liable for what happens to the product whilst it remains in your care and before it is collected by the relevant courier. Please do ensure that utmost care is taken when preparing the product to be picked up.

We will use the same means of payment to refund you as you used for the order, and you will not incur any fees for such refund, and you will not be required to cover the cost of return shipping. The taxes and import duties you paid in relation to the product will be refunded to you where you are returning a faulty or incorrect product. In all other cases (including where you are exercising your right as a consumer to change your mind), you will be responsible for reclaiming any such tax or duty directly from your local customs office.

If you have any questions about this Policy, please contact us by email to contact@thefuturerocks.com or by using the online live chat function on the Website.

Conditions for Return

To be eligible for a return for a refund, please make sure that the products are:

not damaged, scratched or soiled;

unused with all original tags intact and attached thereto; and

in the original packaging (where provided, any designer packaging such as authenticity cards, dust bags and additional tags should be included therein).

We reserve the right to reject returns and not to provide a refund of any products that do not meet the above return conditions. In addition, we are unable to proceed with a refund without the actual receipt of the product or proof of receipt of return delivery.

Please note that the products made to your specifications, bespoke, engraved or clearly personalized cannot be returned nor refunded.

To be eligible for a replacement product or repair, please ensure that:

you inform TFR as soon as you discover the alleged defect and in any event, within 14 days of receiving the product;

unused with all original tags intact and attached thereto; and

in the original packaging (where provided, any designer packaging such as authenticity cards, dust bags and additional tags should be included therein).

If you are exercising your right to cancel during the cooling-off period: 

the Brand may reduce your refund of the price (excluding delivery costs) to reflect any reduction in that the value of the products, if this has been caused by your handling them in a way that would not be permitted if you were handling the product in a shop before purchasing it. 

the maximum refund for delivery costs will be the costs of delivery by the standard delivery method used to ship the product to you.

Any item that you return to us or to the Brand without first making a return notification via our Website will not be processed for a refund nor shipped back to you.

If you have any questions about this Policy, please contact us by email to contact@thefuturerocks.com or by using the online live chat function on the Website.

Returning Products

You accept that we are providing a service to the Brand to assist with returns and refunds. Your rights under this Policy are subject to your contract with the Brand for the purchase of the product and we have no contractual obligation to you in respect of any return or refund.  We shall not be held responsible for any product damaged or lost in the return shipment.  

To the maximum extent permitted by law, you accept that we shall have no liability to you for any delay in providing you with a refund, or for any delay in providing a replacement product or carrying out a repair. The Brand is solely responsible for the decision to grant a refund to you, to take out insurance on the return shipment of the product, and to carry out any repair to a product or to send you a replacement.

Under no circumstances will any taxes and import duties be refunded to you. You will be responsible for reclaiming any such tax or duty directly from your local customs office. 

Please refer to the terms and conditions of the sales contract with the Brand for information on your rights.

Can I request for an exchange?

We will not accept any request to exchange products you wish to return for other products, except where the Brand has sent the wrong product to you. 

If you have any questions about this Policy, please contact us by email to contact@thefuturerocks.com or by using the online live chat function on the Website.

Language

In the event of any discrepancy or inconsistency between the English and other local language versions of this Policy, the English version will prevail.

Final sale and made-to-order items

Final sale items

Final sale items cannot be returned unless the item arrives damaged or faulty when delivered to you.

Made-to-order items

Due to the nature of made-to-order items, and the fact they have been specially created for you, we can not accept returns unless the items are damaged or faulty when delivered to you.

OUR PRODUCTS

The Future Rocks guarantees the authenticity of all products purchased through The Future Rocks website.

Our Products - Customer Care - The Future Rocks
The Future Rocks warranty

What is The Future Rocks warranty?

Jewelry purchased from The Future Rocks starting from 16th June, 2023 is warranted against any manufacturing defect for a period of 2 years from the date of purchase. For detailed information and warranty conditions, please view terms and conditions.

What should I do in the event that my 2-year warranty expires

Upon expiration of the Warranty Period, any services or repairs will be subject to a service charge.

Under what condition can I repair my purchase from The Future Rocks?

If a jewelry piece is returned during the Warranty Period, any defect resulting from a manufacturing defect will be repaired (if feasible) or replaced free of component (excluding diamonds) and labor charges at TFR's sole discretion.

The Warranty only covers manufacturing defects, but not defects and damages resulting from misuse or negligence, or from accident.

How do I process my warranty claim? 

You must send a warranty claim to contact@thefuturerocks.com, including proof of purchase or order number, and photos of the broken piece. Do note you are responsible for the shipping cost of returning the jewelry piece to us. Shipment should be sent with a trackable shipping method and carrier. We also advise you to insure the shipment to prevent any unfortunate event during shipment. 

Authenticity

The Future Rocks products are crafted with the highest-quality materials, design and workmanship. The Future Rocks guarantees the authenticity of all products purchased through The Future Rocks website. All The Future Rocks products are individually controlled for quality by The Future Rocks' specialists.

Counterfeit

The Future Rocks takes counterfeiting very seriously and takes legal action against any persons, stores, or websites that sell The Future Rocks counterfeit products. Counterfeiting is selling knockoff or imitation products as genuine The Future Rocks goods.

  • Counterfeit The Future Rocks products are typically of poor quality and lack the details and workmanship that make each The Future Rocks product high-quality.
  • Counterfeiting has been linked to organized crime, child labor, and terrorism.
Sustainability

The Future Rocks is a global marketplace for sustainable and future-forward jewlery.

As the world’s premier destinations for innovative and future-forward lab-grown diamond jewelry, we offer an international portfolio of design-forward jewelry catering to a growing desire for greater transparency and social responsibility.

We ally with socially responsible designers and represent conscious products created from innovative science and materials.

Paving the way for sustainable elegance, we strive and advocate for product transparency in all our jewelry products. We envision a more honest future - where sustainability and inclusivity are vital at every stage of the product journey.

MADE-TO-ORDER

With a socially conscious vision and an unwavering commitment to sustainability, we encourage our community of creatives and designers not to overproduce and operate on a made-to-order basis.

Made To Order - Customer Care - The Future Rocks
Why isn't my order shipped immediately upon payment?

With a socially conscious vision and an unwavering commitment to sustainability, we encourage our community of creatives and designers not to overproduce and operate on a made-to-order basis. In light of that, we hope you'd be patient with your order and allow extra time for our creators to craft the jewelry that will stand the test of time.

Sustainability

The Future Rocks is a global marketplace for sustainable and future-forward jewlery.

As the world’s premier destinations for innovative and future-forward lab-grown diamond jewelry, we offer an international portfolio of design-forward jewelry catering to a growing desire for greater transparency and social responsibility.

We ally with socially responsible designers and represent conscious products created from innovative science and materials.

Paving the way for sustainable elegance, we strive and advocate for product transparency in all our jewelry products. We envision a more honest future - where sustainability and inclusivity are vital at every stage of the product journey.