Return Policy

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.