Questions
Get clear, practical information about natural gemstones, matching stones, treatments, light and colour, independent reports, special orders and private viewings.
What makes Rokero different?
Rokero brings together natural gemstones, jewelry and the pleasure of discovering something unusual. We value clear information as much as beauty: a stone deserves to be appreciated for what it really is. Whether you're choosing a gift, a keepsake or a gem simply because you love it, we want the experience to feel personal, curious and unhurried.
Who is the person behind Rokero?
Rokero was founded in Serbia by a classical music composer with a fascination for natural gemstones, unusual beauty, and the small discoveries that make life interesting.
How do I know whether a gemstone is natural?
Rokero sells natural, mined gemstones—not laboratory-grown stones or imitations. Product descriptions identify what is known about each stone, including disclosed treatments and available reports. When an independent gemological report is included, we identify it; when there isn't one, we do not describe the stone as independently verified. You can ask what evidence is available or discuss additional testing before purchasing.
What if a gemstone looks different in daylight?
A gemstone can look different in daylight, warm indoor light and cooler lighting. Some stones even show a distinct colour change under different light sources. Phone cameras and screen settings can also affect the colour you see online. If a particular shade matters to you, ask for photos or video in different lighting before deciding; no screen can reproduce every colour perfectly. If a stone you receive seems substantially different from its listing, contact us with daylight photos so we can review it and explain your return options.
Can you find a gemstone in a specific cut or size?
Yes—we enjoy the search for something specific. Tell us the gemstone, cut, dimensions in millimetres, preferred carat weight, colour, budget and any requirements for treatment or documentation. We'll check sourcing options and explain the price and likely lead time before you decide. An exact match isn't always possible, but we can look for the closest suitable option.
Can you source two matching sapphires?
Yes. We can look for matched pairs or calibrated stones, including when only one piece is currently listed. Tell us the shape, dimensions, colour, intended jewelry setting and budget. We'll check availability and, where possible, share images of the proposed pair and an estimated lead time before you order. Natural stones are rarely perfectly identical, so we'll explain any visible or dimensional differences.
Can I request an untreated gemstone?
Yes. Tell us the gemstone type, preferred size and colour, budget and whether you need a laboratory report assessing treatment status. We can search for stones offered as untreated and explain the evidence available for each option. If treatment status hasn't been independently established, we'll say so rather than promise an unverified claim. Availability and testing costs depend on the stone.
Can I request a gemological report for a stone?
We can discuss a gemological assessment in Belgrade or explore an independent laboratory report for a suitable stone. International laboratories such as GIA or IGI offer different services and may not accept every gem type. We'll first confirm what can be arranged, the type of document, likely cost and timing. A report is included with an item only when its listing explicitly says so.
Can I see the actual stone before buying?
For a stone currently in our possession, you can ask for additional photos or video or arrange a private viewing in Belgrade. Please contact us about the specific piece first: stones sourced to order may not be available for immediate in-person inspection.
What if the gemstone isn't available for viewing?
Some stones are sourced for a specific request or held by suppliers, so they cannot always be viewed in person straight away. We'll explain the item's availability and what photos, measurements or video we can obtain. Before you place a special order, we'll clarify what has actually been verified and the expected sourcing process. We won't present a supplier's photo as though it were a stone already in our possession.
How will my gemstone or jewelry be packaged?
Each order is packed to protect the gemstone or jewelry during delivery. Presentation packaging may vary with the item and what is available, and any included documents are those specified for that order. Our packaging page explains the current approach. If you're buying a gift or have a presentation preference, ask us before ordering so we can confirm the available options.
Is every gemstone on the site ready to ship?
No. Some items are in stock; others are offered for sourcing or order with a longer lead time. Product pages indicate availability, but please ask us to confirm timing if you have a deadline. For special requests, we'll discuss the expected sourcing period and price before you commit. If it's a gift for a particular date, tell us.
Can jewelers request specific stones or collaboration?
Yes. We welcome inquiries from jewelers, goldsmiths and designers looking for individual gems, calibrated stones, matched sets or a potential jewelry project. Share the dimensions, quantities and specifications you need, and we'll discuss sourcing and possible trade terms.
How do referral partnerships work?
Customers, creators and businesses can apply to refer Rokero. When a partnership is approved, its referral link or code and commission terms are agreed in advance. Commission applies to eligible tracked sales and is calculated from the order's profit, not the full selling price. Visit our referral page for details.
Can businesses buy gemstones for resale?
Yes, subject to agreement. If you sell gemstones or jewelry to your own customers, tell us about your business and the products and quantities you're interested in. We'll review availability and commercial terms before confirming any arrangement.
Do you offer trade or volume pricing?
Professional buyers can ask about trade or volume pricing for available or specially sourced gemstones. Quotes depend on the stone, specifications, quantity and lead time; they are confirmed individually.
Can I view gemstones in person in Belgrade?
Private viewings can be arranged in Belgrade at a meeting place confirmed with you in advance. Rokero is not a walk-in retail store. Tell us which in-stock stones or jewelry you'd like to see, and we'll confirm what can be prepared for your appointment.
How far ahead should I book a viewing?
Ideally, request a visit at least three hours in advance, or earlier if you'd like to see particular pieces. We'll confirm the time, place and which stones will be there. A submitted request is not an appointment until we've confirmed it with you.
How long does shipping take?
Estimated delivery within Serbia is 2–4 business days after dispatch, excluding weekends. International delivery times vary by destination and carrier.
Do you ship internationally?
Yes, where carrier service is available. International shipping is €12 below €58 and free from €58. Customs or import charges may apply at destination.
Can I track my order?
Tracking is shown in account order details after dispatch when available. Guest buyers can contact Rokero with the order number for tracking help.
How do I care for my gemstone?
Care depends on the gem species and treatment. Store pieces separately, use mild cleaning unless the stone requires something more specific, and ask before using heat, chemicals or ultrasonic cleaning.
What payment methods do you accept?
Payments are currently processed through PayPal in EUR. Any additional funding methods available to you are shown by PayPal during checkout.
Is my payment information secure?
Payment details are handled by PayPal. Rokero does not store your card number on its servers.
What is your return policy?
For standard items, contact Rokero within 30 days of delivery to request a return. See the Returns & Refunds Policy for conditions and statutory rights.
How long do refunds take?
After an accepted return is received, processing typically takes 3–5 business days. Your payment provider may need additional time to display the credit.