HELP / FAQS

In the unlikely event that you do not love your purchase we have a 14-day return policy, which means you have up to 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with any tags still attached (if applicable), and in its original packaging. You’ll also need the receipt or proof of purchase.

In addition to these standard conditions, the vast majority of items that we sell are high quality pre-owned/secondhand goods that are professionally and meticulously assessed to be in excellent wearable condition and fit for purpose prior to sale. Returning an item in unworn and unused condition does not apply to any previously existing age/wear related marks to precious metals, diamonds and gemstones that were present at the point of sale.

We keep highly accurate written and high resolution photographic records to fairly, factually and honestly assess and compare against the originally supplied condition on the return of an item. If we find that the condition is not the same as at the point of sale a refund or exchange may either be refused or any loss in value deducted from any refund amount given. 

To start a return, you can contact us at makemesparkle@whitehawkes.com. Please note that returns will need to be sent to the following secure returns address: 

Whitehawkes, Po Box 874, Harrogate, North Yorkshire, United Kingdom, HG1 9BH

If your return is accepted, we’ll send you a return shipping label by email, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any returns question at makemesparkle@whitehawkes.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can resolve the issue and make it right.

Exceptions / non-returnable items

Please note that adjusted items and custom sizes from the original size make our jewellery items non-returnable. This is because it is sometimes unavoidable to retain the original hallmark features due to polishing and the adjustment processes however rest assured that we will attempt to retain as much of the original hallmark and other markings as possible.

Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags (if applicable), and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at makemesparkle@whitehawkes.com.

Our collections are all currently pre-owned, vintage and antique pieces of jewellery. This is our current focus and a particular area of our jewellery expertise.

We believe that our pre-owned collections offer really exceptional value when compared to equivalent new jewellery offered online and on the high street. All of our pieces are meticulously checked for condition, quality and authenticity. We also professionally clean and polish all pieces before making them available for sale. In many cases we believe that you may mistake our secondhand pieces for new due to these processes.

We may consider adding a new jewellery range in the future if we believe that it still offers the excellent style, quality and value for money that our pre-owned pieces currently do.

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Our Triple "F" Shipping Promise...

We proudly offer Free, Fast and Fully insured shipping on all of our beautiful pieces of jewellery.

We usually ship well within two business days from the point of order for non-adjusted items.

We chose fast next business day delivery services for orders in the UK and Premium Global Priority Services for International orders.

IN SUMMARY

Non-Adjusted items orders:

UK Orders: 2 - 3 Business Days

International Orders: 5 - 8 Business Days

Adjusted Size Orders:

Please add an extra 10 business days to the above to allow our Goldsmiths to complete their expert adjustments to your chosen piece. We will let all customers know when their purchase has been despatched following this work.

Our goldsmiths can adjust the size of many of our beautiful rings if required. Please see the size menu for adjustments that can be completed without further enquiries. If the adjustment size is not listed please contact us prior to ordering so that we can discuss your individual requirements. Half sizes are also available on request.

Adjustments are completed by our expert goldsmiths either free or at a very competitive additional charge especially when considering the extra precious metal that we add when sizing rings up.

Please note that adjusted items and custom sizes from the original size make our jewellery items non-returnable. This is because it is sometimes unavoidable to retain the original hallmark features due to polishing however rest assured we will attempt to retain as much of the markings as possible.

Please add 10 business days for despatch to our standard delivery times to allow our goldsmiths to complete the adjustments. We will send tracking details and keep in contact with all clients to communicate the actual despatch date once items are ready.

As soon as your order is shipped we will send you a tracking reference code by email confirming despatch. With this reference code you can track your order every step of the way from us to your delivery address.

Keep in mind that it can take up to 48 hours before the tracking is available. Can't track your package after 48h?

Please send us an email to makemesparkle@whitehawkes.com and we will contact the shipping company.

Our jewellery is supplied in our stunning branded eco-friendly FSC certified gift packaging which is both luxurious and also kind to the environment completely free of charge. We can also upgrade ring boxes to luxury hard shell styles on request.

Our outer shipping packaging is not only waterproof and protective but also discreet too if you wish to order an item as a surprise. We can also remove our company name from the senders address if required so please let us know if it's a surprise gift.

Whitehawkes operates exclusively online!

This means that due to lower overheads we can offer the best possible prices on our fabulous range of Pre-Owned, Vintage and Antique jewellery.

We are committed to providing the highest level of customer service and our 14 day returns policy on non-adjusted items allows you to try our jewellery in the comfort of your own home.