If you need to cancel a Ross-Simons order, return jewelry, report a damaged shipment, dispute a refund or ask about a repair, first identify which company controls the issue. Ross-Simons Customer Care handles orders and eligible returns, while Affirm, Extend, PayPal, shipping carriers and outside jewelers have separate responsibilities.
Ross-Simons Customer Service Contact Information
- Customer service: 1-800-835-0919
- Customer-service hours: Seven days a week, 7 a.m.-11 p.m. ET
- Customer-service email: customerservice@ross-simons.com
- Online contact form: Contact Ross-Simons Customer Care
- Order status and returns: Check an order or start a return
- Returns information: Ross-Simons returns and exchanges
- Official website: Ross-Simons.com
Ross-Simons currently lists Customer Care availability from 7 a.m. to 11 p.m. Eastern Time, seven days a week. Holiday hours and individual service availability may change.
Which Ross-Simons Support Route Should You Use?
- Order status, cancellation or item question: Call Ross-Simons Customer Care.
- Return or exchange: Start through the online return process or contact Customer Care for instructions.
- Damaged or incorrect shipment: Contact Ross-Simons before discarding packaging or shipping anything back.
- Warwick store purchase: Contact the Warwick retail location shown on the receipt.
- Affirm loan or installment issue: Contact Affirm about the financing account and Ross-Simons about the merchandise transaction.
- Extend protection-plan claim: File the claim through Extend rather than the ordinary Ross-Simons return form.
- PayPal payment issue: Determine whether Ross-Simons or PayPal controls the disputed part of the transaction.
- Carrier delay or missing shipment: Contact Ross-Simons with the order and tracking details.
- Outside-jeweler repair problem: Contact the jeweler that performed the work. Alteration by another jeweler can affect return eligibility.
Information to Gather Before Contacting Ross-Simons
- The order number
- The purchaser’s name and email address
- The shipping ZIP code
- The product or item number
- The purchase and delivery dates
- The original payment method
- The tracking number
- Photographs of damage, missing stones or incorrect merchandise
- The return-reference number, when issued
- The gift giver’s name and address for a gift return
- The Extend plan information, when applicable
- Earlier Customer Care case details
Provide order, payment and address information only through verified Ross-Simons or provider channels. Do not post it in a public review.
How to Cancel a Ross-Simons Order
Call 1-800-835-0919 as soon as possible to request cancellation. Ross-Simons processes orders quickly, and an order may already be in the shipping process by the time the request is received.
Cancellation is not guaranteed. If the order cannot be stopped, the customer may need to receive it and use the applicable return process.
Before placing an order, confirm:
- The product, metal, gemstone, size and length
- Any personalization or engraving
- The shipping address
- The delivery method
- The promotional code
- The payment or financing method
Ross-Simons Return Policy
Ross-Simons generally permits eligible unused merchandise to be returned or exchanged within 30 days after receipt.
Returned merchandise must:
- Be unused
- Remain in its original condition
- Include the required order and return information
- Pass inspection by Ross-Simons Quality Assurance
- Not have been damaged or altered by an outside jeweler
Original shipping and handling charges are generally deducted from the refund. A return authorization or reference number does not guarantee acceptance after inspection.
How to Return Ross-Simons Jewelry
- Open the Ross-Simons returns page or contact Customer Care.
- Enter the order and shipping information requested.
- Obtain the current return-reference number and label.
- Complete the return form.
- Package the jewelry securely.
- Use the authorized label or an adequately insured trackable service.
- Keep the shipping receipt and tracking number.
- Monitor the shipment until Ross-Simons signs for it.
- Allow time for inspection and refund processing.
Ross-Simons currently uses the following returns-processing address:
Ross-Simons
Attn: Returns Department
9 Ross Simons Drive
Cranston, RI 02920
Do not send jewelry to this address without using the current return procedure. Include the required reference and order information so the package can be matched to the correct transaction.
Insuring a Jewelry Return
High-value jewelry should not be shipped without tracking and adequate insurance. Ross-Simons says insurance is included when its provided return label is used.
If you arrange your own shipping:
- Insure the package for its full value.
- Use a trackable service.
- Request delivery confirmation or a signature.
- Keep the receipt until the refund or exchange is complete.
- Do not describe valuable contents on the outside of the package.
The sender remains responsible for the package until Ross-Simons receives and signs for it.
Ross-Simons Refund Timing
Ross-Simons says returns may require up to four business days for internal processing after arrival. The payment provider or financial institution may require additional time to display the credit.
For a delayed refund, gather:
- The order number
- The return-reference number
- The carrier tracking number
- The delivery date and signature
- The original payment method
- The expected refund amount
A carrier delivery scan does not mean that Quality Assurance inspection and refund processing are complete.
Ross-Simons Exchanges
Eligible unused merchandise may generally be exchanged within 30 days of receipt. Contact Customer Care for a return-reference number and current instructions.
Have the original item number and the desired replacement item number ready. If the replacement costs more, additional payment may be required. When the replacement costs less, Ross-Simons may issue the difference as a gift certificate rather than a refund to the original payment method.
Product availability and promotional pricing are not guaranteed while an exchange is being processed.
Gift Returns
A gift recipient may return eligible merchandise for Ross-Simons merchandise credit. Ross-Simons can also refund the original purchaser.
Contact Customer Care before shipping the gift and have the purchaser’s name and address available. A gift recipient should not expect a cash refund or credit to a payment card that was not used for the purchase.
Damaged or Incorrect Orders
If jewelry arrives damaged, incomplete or different from what was ordered:
- Keep the jewelry, box, packing materials and shipping carton.
- Photograph the item and packaging.
- Record the order and product numbers.
- Contact Ross-Simons promptly.
- Follow the supplied return, inspection or replacement instructions.
Do not have an incorrect or damaged piece repaired locally before Ross-Simons reviews the complaint. Outside alteration can affect return eligibility.
Missing Ross-Simons Deliveries
Review the tracking history and delivery address first. Check entrances, parcel lockers, household members, building staff and carrier delivery photographs.
Orders valued above $1,500 require a signature under Ross-Simons’ current shipping information. Contact Ross-Simons promptly if tracking shows delivery but the package cannot be found.
Do not post the tracking number, delivery address or information showing that high-value jewelry may be unattended.
Shipping and Expedited Delivery
Ross-Simons currently estimates regular delivery for in-stock merchandise at three to six business days. Express and overnight options may be available for qualifying orders placed before the stated weekday cutoff.
Expedited delivery may not be available for:
- Personalized jewelry
- Customized items
- Resized rings
- Products shipped directly by a manufacturer
- Oversized or unusually heavy merchandise
- PO Box or APO/FPO delivery
Delivery dates are estimates unless Ross-Simons expressly confirms otherwise. Carrier delays, inventory and customization may affect arrival.
Ross-Simons Payment Methods
Ross-Simons currently accepts major payment cards, Apple Pay, qualifying PayPal payments, gift certificates, merchandise credits and Affirm financing.
A pending card authorization is not always a completed charge. Before reporting duplicate billing, compare the pending and posted transactions, the order total and whether merchandise shipped separately.
Affirm Financing
Affirm is a separate financing provider. Customers who select Affirm receive loan terms showing the approved amount, payment schedule and any interest before accepting the financing.
Contact:
- Ross-Simons about merchandise, shipping, cancellations and return acceptance.
- Affirm about loan approval, payments, account access, interest and the installment schedule.
A Ross-Simons return does not necessarily cause an immediate change in the Affirm account. Continue reviewing the payment schedule until Affirm confirms that the refund adjustment has been applied.
Ross-Simons Preferred Account
Customers with a Ross-Simons Preferred Account should use the account portal or telephone number shown on their statement for payments, billing disputes and account servicing.
Do not mail a credit-account payment to the Ross-Simons returns department or rely on a merchandise-return confirmation as proof that the credit account has already been adjusted.
Ross-Simons Gift Certificates
Ross-Simons says the value of its gift certificates does not expire. A certificate displaying an expiration date should be verified with Customer Care.
- Keep the certificate number private.
- Do not post it in a review or social-media message.
- Verify the available balance through Ross-Simons.
- Keep the original purchase or delivery confirmation.
- Report a missing certificate promptly.
A merchandise credit and a gift certificate may have different replacement, transfer and refund rules. Confirm the applicable terms before discarding any documentation.
Ross-Simons Jewelry Repairs
Ross-Simons does not publish one universal long-term warranty covering every jewelry product. Contact Customer Care before sending a piece for repair and ask whether the matter is covered by:
- The 30-day return policy
- A product-specific warranty
- A designer or manufacturer warranty
- An optional Extend protection plan
- A paid repair estimate
Have the receipt, item number, purchase date and photographs available. Do not mail valuable jewelry until Ross-Simons or the applicable plan provider supplies written instructions.
Extend Jewelry Protection Plans
Extend is a separate protection-plan administrator. Eligible plans may include certain accidental damage, broken clasps, worn prongs, chipped stones, lost stones, restringing, refinishing or other listed services.
- Extend claims: Extend claims portal
- Extend telephone: 1-877-248-7707
The purchased plan controls coverage, exclusions, claim limits and available remedies. Ross-Simons Customer Care can help identify whether an order included a plan but does not make every Extend claim decision.
Ring Sizing and Outside Alterations
Check the product page before ordering because not every ring can be resized. Customization can affect delivery time and may affect return eligibility.
Do not have a ring resized, engraved or altered by an independent jeweler while deciding whether to return it. Ross-Simons states that merchandise damaged or altered by another jeweler cannot be returned.
For a sizing concern, contact Ross-Simons before authorizing outside work and ask whether the company offers an appropriate size, exchange or resizing option.
Pre-Owned Watches and Rolex Distinctions
Ross-Simons sells qualifying pre-owned watches and advertises a two-year movement warranty for certain pieces. Other watches may be supplied by Swiss Crown USA and use that company’s limited warranty.
Ross-Simons states that it is not an authorized Rolex dealer or repair center and is not endorsed or certified by Rolex. A Ross-Simons or Swiss Crown warranty should not be represented as a Rolex manufacturer warranty.
Review the exact product description, appraisal or third-party report and warranty documents before purchasing or requesting repair.
Estate Jewelry and One-of-a-Kind Products
Estate and one-of-a-kind jewelry may show characteristics associated with age, prior ownership or restoration. Review the product description, measurements, condition and photographs carefully.
Before returning an estate piece, do not clean, polish, resize or modify it through another jeweler. Keep all supplied reports, boxes and documentation.
Warwick Ross-Simons Store
Ross-Simons currently operates a retail jewelry store at:
Ross-Simons
136 Route 5, Lambert Lind Highway
Warwick, RI 02886
- Store telephone: 1-800-249-2824
- Local telephone: 401-738-6700
The Warwick store is separate from the Cranston customer-service and returns facility. Contact the store before visiting about a return, exchange, appraisal, estate purchase or repair because eligibility and required documentation may vary.
Ross-Simons Account and Order Security
- Use links obtained from Ross-Simons.com.
- Do not disclose an account password or one-time security code.
- Do not send full payment-card information by ordinary email.
- Do not give a gift-certificate number to an unexpected caller.
- Do not install remote-access software for someone claiming to issue a refund.
- Do not pay a return, repair or refund fee using gift cards or cryptocurrency.
- Do not publicly post shipping information for valuable jewelry.
Contact Ross-Simons and the financial institution promptly if an order or payment appears unauthorized.
How to Escalate a Ross-Simons Complaint
- Identify whether the issue involves an order, return, store purchase, financing account, protection plan or carrier.
- Call Ross-Simons at 1-800-835-0919 or use its official form.
- Provide order and item information privately.
- Ask for a case or reference number.
- Keep receipts, photographs, tracking and correspondence.
- Ask for a Customer Care supervisor when the first representative cannot resolve the matter.
- Contact Affirm, Extend, PayPal or the carrier when that company controls the disputed service.
- Contact the payment provider promptly about an unauthorized charge.
- For an unresolved consumer transaction, consider the applicable state consumer-protection agency.
Escalation does not guarantee cancellation, refund, exchange, replacement, repair, financing adjustment or reimbursement.
Ross-Simons Corporate Office, Ownership and Leadership
The legal operating company is Luxury Brand Holdings, Inc., doing business as Ross-Simons.
Luxury Brand Holdings, Inc. dba Ross-Simons
9 Ross Simons Drive
Cranston, RI 02920
The Cranston location is the verified principal business, customer-service and returns-processing address. It is not the Ross-Simons retail store and should not be assumed to provide public walk-in shopping, repairs or refunds.
Ross-Simons is a portfolio investment associated with Nonantum Capital Partners. James Speltz is president and CEO of Luxury Brand Holdings.
Do not send jewelry, original appraisals, payments or identification documents to the corporate address without using the current authorized process.
Ross-Simons Reviews and Complaints
The CustomerServiceNumbers.com rating section currently displays 0 out of 5 based on 0 submitted reviews. The displayed 0/5 means that no ratings have been submitted; it is not a zero-star customer verdict.
There are no visible review dates and no supported positive or negative themes. Future reviews should identify whether the experience involved Ross-Simons Customer Care, the Warwick store, Affirm, Extend, PayPal, a carrier or an outside jeweler.
Related Jewelry Customer Service Pages
These retailers have separate owners, stores, financing providers, warranties and return systems. They cannot access or resolve a Ross-Simons order.
Ross-Simons Customer Service FAQs
What is the Ross-Simons customer-service number?
Call Ross-Simons at 1-800-835-0919.
What are Ross-Simons customer-service hours?
Ross-Simons currently lists Customer Care availability seven days a week from 7 a.m.-11 p.m. Eastern Time.
What is the Ross-Simons customer-service email?
Email customerservice@ross-simons.com.
How long do I have to return Ross-Simons jewelry?
Eligible unused merchandise may generally be returned or exchanged within 30 days after receipt.
Does Ross-Simons refund shipping?
The general policy says refunds are issued minus shipping and handling. Check the instructions for a damaged, incorrect or otherwise exceptional order.
Can I return jewelry after another jeweler resized it?
Ross-Simons states that merchandise damaged or altered by a jeweler other than Ross-Simons cannot be returned.
How long does Ross-Simons take to process a return?
Ross-Simons says returns may require up to four business days for internal processing after receipt. The payment provider may take additional time.
Can a gift recipient get a refund?
A gift recipient may receive merchandise credit, or Ross-Simons may refund the original purchaser.
Can I cancel a Ross-Simons order?
Call Customer Care immediately. Orders process quickly, so cancellation is not guaranteed once shipping has begun.
Who handles an Affirm payment problem?
Affirm handles the financing account and payment schedule. Ross-Simons handles the merchandise order and eligible return.
Who handles an Extend protection-plan claim?
Extend administers its own claims. Use the Extend portal or call 1-877-248-7707.
Do Ross-Simons gift certificates expire?
Ross-Simons says their value does not expire. Contact Customer Care to verify an older certificate displaying an expiration date.
Is Ross-Simons an authorized Rolex dealer?
No. Ross-Simons states that it is not an authorized Rolex dealer or repair center. Applicable pre-owned watch warranties come from Ross-Simons or the identified third-party provider.
Where is the Ross-Simons retail store?
The verified store is at 136 Route 5 in Warwick, Rhode Island. The Cranston address is the principal business and returns-processing location.
Who owns Ross-Simons?
Ross-Simons is operated by Luxury Brand Holdings, Inc. and is a portfolio investment associated with Nonantum Capital Partners.
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has helped consumers since 2004. It is an independent consumer resource and is not owned or operated by Ross-Simons, Luxury Brand Holdings, Nonantum Capital Partners, the Warwick store, Affirm, Extend, PayPal, Swiss Crown USA, a shipping carrier, outside jeweler or regulator.
CustomerServiceNumbers.com cannot access Ross-Simons orders, cancel purchases, create return labels, inspect jewelry, issue refunds, adjust financing, approve protection-plan claims, locate shipments or resolve complaints directly.
Share Your Ross-Simons Experience
Have you contacted Ross-Simons about an order, cancellation, return, exchange, delayed refund, damaged shipment, missing stone, gift certificate, financing issue or protection-plan claim? Share a first-hand review below and identify which company or store handled the matter.
Privacy and moderation warning: Do not post an order number, return-reference number, tracking number, gift-certificate number, payment information, Affirm account details, home address, telephone number, email address, unredacted receipt or appraisal, photographs showing other people, or information revealing where valuable jewelry is stored. Reviews may be moderated for private information, threats, profanity, spam, counterfeit listings, unsupported allegations and complaints involving unrelated jewelers or service providers.
Page Update Note
This page was updated on July 28, 2026. The update verified Ross-Simons’ customer-service telephone, email and current seven-day hours; added its return, exchange, cancellation, refund, shipping, financing, protection-plan and watch-warranty distinctions; verified the legal company, principal office, ownership and leadership; distinguished the Cranston facility from the Warwick store; and removed unsupported customer-review themes.
Customer Service Information Disclaimer
CustomerServiceNumbers.com is not affiliated with Ross-Simons, Luxury Brand Holdings, Nonantum Capital Partners, Affirm, Extend or any payment provider. Contact details, hours, return terms, shipping charges, financing options, protection plans, product warranties and store policies can change. Verify transaction-specific information through Ross-Simons and the responsible provider before shipping valuable jewelry, authorizing repair work or relying on a refund or warranty outcome.